Pucks have arrived before recorded as dispatched!

[davidbartz79]

i am also having this problem , ordered friday , delivered saturday, still says awaiting dispatch, cant activate , what to do next 

[Garr1eL]

@lettice can you do anything to push Sky at all please? A meaningful update isn't to much to expect. Thanks in advance 👍🏻

[lettice]

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@Garr1eL wrote:

@lettice can you do anything to push Sky at all please? A meaningful update isn't to much to expect. Thanks in advance 👍🏻

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Sky are monitoring this thread.

They are working to fix the issue. 

The latest update is the answered post from Sky on this thread from yesterday.

[ALM84]

I'm sorry but the latest update from sky is almost 24 hours ago when they have customers sitting with no tv services and no way to activate these pucks.   Monitoring a thread is only giving them information on what we are all saying, It's not giving anybody updates or any piece of mind on what is actually being done to rectify all this unfortunately.

[BenJoBanjo]

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@ALM84 wrote:

I'm sorry but the latest update from sky is almost 24 hours ago when they have customers sitting with no tv services and no way to activate these pucks.   Monitoring a thread is only giving them information on what we are all saying, It's not giving anybody updates or any piece of mind on what is actually being done to rectify all this unfortunately.

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Historically, this is how Sky tend to react with relatively small scale issues which don't affect all customers. They don't like to shout about mistakes when they happen, they tend to make one or two discreet mentions on this forum whilst whoever needs to sort the issue tries to sort it. They will then post when the issue is sorted to make sure that everyone is happy. They're not a company who make lots of sweeping apologies, constantly reassuring customers that the issue is being looked at. That's really not their style. 

[ALM84]

I'm not asking them to make sweeping apologies or shout about it.  I don't think it is too much to ask for an update after 4 days of no sky tv service and being unable to activate pucks.  There are several of us on here all in the same position and who knows how many others who haven't come on here. It's unacceptable @BenJoBanjo 

[BenJoBanjo]

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@ALM84 wrote:

I'm not asking them to make sweeping apologies or shout about it.  I don't think it is too much to ask for an update after 4 days of no sky tv service and being unable to activate pucks.  There are several of us on here all in the same position and who knows how many others who haven't come on here. It's unacceptable @BenJoBanjo 

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I fully agree with you. If I was in your position I would be furious and would have cancelled the lot. I personally don't stand for poor customer service and take my business elsewhere. I got rid of all my Sky Glass/Stream subscriptions earlier in the year and use the NOW service on my own hardware instead. Much simpler... and cheaper. 

I do still come on here to assist those that need help if I can. I was a customer for nearly 2 decades so I'm happy to pass on information when I can. 

[ALM84]

I am definitely furious that i am sitting with sky equipment that i can't do anything with and despite Sky claiming that they are monitoring this thread, we are still no further forward!  Strangely, i have just checked my account on Sky and found a message from them in my "messages" section from them on 20 September not long after the pucks got delivered saying...."don't forget to set up your Sky TV service.  The wait is over, your new sky tv product(s) has arrived...." - so i am even more confused how they have sent a message like that yet the tracking still says "awaiting dispatch".

I am very close to doing what you have done and cancelling my tv services and just going with Now as i have a subscription with them anyway and it would only have to add more to it....at probably less than half the price!  The only thing i would be missing is the live tv aspect i think which is something that i do still use.  It's very frustrating when everyone on here is in the same boat and no information is coming from Sky other than a message from one of their staff yesterday saying they had escalated the matter.....which i think we have all heard numerous times now.  It is very good of you that you still come on here to help others @BenJoBanjo 

[jonnyae]

Does anyone know if this is an issue that needs to be individually reported and chased to get a resolution or if it will be fixed for all affected customers when it happens?

I would prefer not to waste time on the phone to support if it's not neccesary (especially since it sounds like no meaningful help is being given).

Completely agree with others sentiments on updates. We're not expecting hand holding, but the bare minimum is context of what  customers need to do (report it? keep trying activation? sit tight?) and what is the expected pathway and current estimated timeframe for resolution should be shared.

[Acastus]

I just wanted to say that the reason a new puck was delivered is because the old one became faulty.

I have no problem and have had no problem with the sky stream service before that. It's actually quite good. More channels would be nice but it is a good service even on my max 80mbit connection.

The reason I wanted to cancel is because of frustration. I have called customer support many times and each person I spoke to tells me something different about the situation. 'It'll be sorted in 24 hours', 'it'll be sorted in 72 hours'... 'try activating after 6pm when DPD have updated their systems...' etc etc.

I've heard it all except for if it's going to be fixed and when. I even asked if it was some kind of cyber attack but got no reply at all to that. He just meandered around what I said and moved the conversation on.

So yes, a little better communication from sky would actually ease a lot of my frustrative grievience. 

[NickOlarse1]

I have this same problem. Ordered on the 19th, arrived yesterday, tried to activate lastnight but when I scan the qr code nothing happens. 

mt delivery day shows today and "ready for dispatch" so I rang them.

they asked for my serial numbers and then said all the pucks starting IP14 have been labelled as faulty and replacements will be issued. 

BUT.... I have to wait for their system to show them as delivered before they can do so. THIS MAY TAKE 10 DAYS! 

If it takes longer than a week I shall be returning the equipment myself and cancelling.

so I urge all customers that are experiencing this to contact sky. The call took ten mins. 

good luck 🤞🏻 

[jonnyae]

Just called technical support.

They have taken details of the serial numbers and have raised an escalation for the pucks to be manually registered against the account. Estimate is to check in again this evening, and he is optimistic it will be completed within 24 hours, but he did set expectation they are dealing with lots of cases.

Nothing to suggest the boxes are faulty (even though they are IP14 s/n). I asked him explicitly if it was clear what the issue is or it still needs investigation - he said that it is fully clear, the pucks just need to be registered against the account and then activation can proceed.

So sounds like differing reports from different customers, but would defintely recommend calling and registering your puck s/n's for escalation if you have not done so already.

[TimAlsop]

Interesting. Keep us posted on progress.

[djp1964]

The answer "I'll escalate it" is not an answer. Were still no further forward with pucks we can't activate.

[Acastus]

They have my puck SN and have had it for 4 days. The first day I gave it to them they said it would be sorted in 24/48 hours but here I am still unable to activate. 

Sounds to em the whole serial number thing being needed is a fob off to make you put the phone down and wait some more.