Pucks have arrived before recorded as dispatched!

[GrandSaga]

Sadly not - attempt it everyday in hope they will spring into action...

Still awaiting for the serial numbers to be allocated against my account by the back office team.  

I've also gone via the Complaints / Customer Priority Team / Executive Response Group with no swifter responses or reaolution provided by them.

[JuJu11]

Got our Pucks on 26th September 2025 but showing awaiting delivery. Phoned Sky and the agent said it's about the only calls he is getting and he cannot say when it will be fixed. He said it's Royal Mail, but DPD delivered ours. Basically, they cannot switch it on until it shows delivery! He said he would escalate it, but still no Sky! Bet, they are still selling them.

[JuJu11]

Not working at my end. Had boxes since 26th September by DPD, but still showing as awaiting delivery! These boxes are about to be sent back with a cancellation request. Did not have any problems with Virgin and my account is still live.

[GrandSaga]

Day 17 for me and still no further forward... Good luck everyone!

Giving until day 21 and if it's not resolved by then, it's all being cancelled and the 4 paperweights returned back for a full refund. 

Shame the satellite services are being wound down in favour of this rubbish - Sky were able to resolve issues in the past while you were on the phone - now it's a back office team.

[StefanH1]

We have just had FF Sky installed on 24 September. But the Puck didn't connect with the TV. Installer said to call Sky. I did. They say on their app that the Puck is awaiting delivery but I told them it's sitting  next to my TV. I've spoken to different people on the help line but nothing has been done yet. It's now 2 weeks and are just using SkyGo on iPads to keep us sane. What is going on???

[BenJoBanjo]

---

@StefanH1 wrote:

We have just had FF Sky installed on 24 September. But the Puck didn't connect with the TV. Installer said to call Sky. I did. They say on their app that the Puck is awaiting delivery but I told them it's sitting  next to my TV. I've spoken to different people on the help line but nothing has been done yet. It's now 2 weeks and are just using SkyGo on iPads to keep us sane. What is going on???

---

This still seems to be affecting a number of people. It's one of the most bizarre issues I can remember. Unfortunately there doesn't appear to be a lot you can do about it other than wait for Sky's mysterious 'back office' team to sort it out. It seems to be some kind of logging issue with puck serial numbers and bad communication between Sky and the delivery companies (Royal Mail & DPD) which is preventing pucks being activated correctly against customer accounts. 

[StefanH1]

Thanks. 

[6Zoey1]

@StefanH1

Have any of the support guys asked you for the serial numbers? After 4 conversations, 1 of them did eventually ask me. I gave it them, they escalated and it was sort of sorted out the next day.  Unfortunately, although the new one is showing as a Primary Device and delivered.. there seems to be another erroneous puk still set to 'waiting delivery' which I think is still playing havoc.  Wishing you luck!

[GrandSaga]

They took all mine, but still no movement.  

Been advised have to wait for them to activate automatically by the system once the delivery status changes! 

[lou1968]

Received my puck today - was due to be delivered today. Have managed to activate it and is working fine but still says awaiting delivery on sky account. Cannot access Netflix - when I try to link account I just get a blue screen. Dont know if this is due to activation not having updated? Spoken to Sky but not sure its going to make any difference. Any ideas? 

[NurembergVillan]

I've had my pucks for a week. Only dared to set up two of them as adding the second shut out the first so I had to hard reset both of them. 

I have all channels except the Ultimate Package which I presume I signed up for but the puck says I don't have. I click to subscribe to it and I get an error screen.

According to my order status I've had two delivered and am awaiting 3. I only ordered 3 to begin with. The main status overview says order delayed.

No idea what's going on. I've got half a system on 2/3 of the rooms.

I only switched to Stream because Q had got so unreliable. Looks like it's just a general Sky thing...

[Garr1eL]

Can you login to Netflix on another device, smartphone or PC for example, just to rule out account problem. 

[lou1968]

Yes, no problem logging in on phone.  Can log on via tv okay, but does not link to Sky account. 

[Rohitg1]

Hello Everyone, 
So I have recieved the replacement Sky glass and when I am trying to link and enter 6 digit code in my sky account, TV screen still shows " Lets Link your account" and does not progress ahead.

looks like it is due to the delivery status of the TV is  still showing as "awaiting delivery" in Sky tracking.

called Sky and was advised that it will take 18 days to resolve this....

has anyone faced such issue and how did you solved it and how much time did it take.
Need help to resolve this.

Thanks

[lettice]

@Rohitg1 

Have moved your most to this combined Sky Glass and Stream thread on your issue.

Have a read of the thread, for what others have tried.

A fix from Sky did help some, but others have still since had similar issues.

You may just have to re contact Sky to get them to help further.