Pucks have arrived before recorded as dispatched!

[RHS39]

Yes @jonnyae 

[Steve546]

How did you solve this? Having the same issue. 

[Garr1eL]

Yeah I've done all that @BenJoBanjo even swapped the original puck to the room I've set the new puck in and Dolby Atmos works fine all settings are the same 🤷🏻‍♂️🤯. Swapped back exactly same content with same configuration and showing as Dolby digital plus 🤦🏻‍♂️😖

[BenJoBanjo]

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@Garr1eL wrote:

Yeah I've done all that @BenJoBanjo even swapped the original puck to the room I've set the new puck in and Dolby Atmos works fine all settings are the same 🤷🏻‍♂️🤯. Swapped back exactly same content with same configuration and showing as Dolby digital plus 🤦🏻‍♂️😖

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What Dolby Atmos decoder is the puck connected to in the room you're having problems in? A soundbar? An AVR? Is it connected directly to the device or eARC via the TV? 

[kash2001]

How are you all getting past the sky icon once the device is registered. In my account the device is now saying registered and owned, but the delivery still says to be despatched.

So what are you doing to get past the Select to Subscribe icon as mine just goes to the "You can't have sky stream without sky ultimate'

Any help with getting past this next hurdle would be appreciated.

[kash2001]

So checking the app it states...

Summary
Activation due

Your pre-active subscriptions
Sky Live Pack, Sky Ultimate TV etc...

How am I supposed to activate these, there's no option to do so?

Can anyone help or sky support as 5 days without TV and I know I'm not alone...

[Garr1eL]

It's a Sonos ARC, era 300's and sub @BenJoBanjo hdmi earc connected. The original puck works perfectly. Swap the puck out and with all configuration the same it shows Dolby Digital plus 5.1 whereas original puck shows DolyAtmos. The 2 new pucks I note must be a different supplier possibly the power supply is different and s/n format has changed. Coincidence?? I'm sure it's something simple but it eludes me at the moment 

[BenJoBanjo]

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@Garr1eL wrote:

It's a Sonos ARC, era 300's and sub @BenJoBanjo hdmi earc connected. The original puck works perfectly. Swap the puck out and with all configuration the same it shows Dolby Digital plus 5.1 whereas original puck shows DolyAtmos. The 2 new pucks I note must be a different supplier possibly the power supply is different and s/n format has changed. Coincidence?? I'm sure it's something simple but it eludes me at the moment 

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Interesting. Which one has the issue? The one with the smaller power supply or the one with the longer, chunkier power supply? 

[lettice]

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@Garr1eL wrote:

Both pucks have now activated and working now however Dolby Atmos not working on either of them, it's active on my account. Any suggestions please? 

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@Garr1eL 

Can you please create a new post for this Dolby Atmos issue.

It would be better discussed in its own thread, rather than this issue  thread.

Once you have done so, I will move over your and others replies already in here on the subject over to the new thread.

[Garr1eL]

It was just a general question tbh @lettice I created this thread as none of us could activate pucks and was at a loss, thankfully that now seems to be resolved. I'll figure out the sound issue I'm sure but if not will start a new thread. Cheers 🍻 

[jonnyae]

Spoke to support again and all they have done is raised another escalation to look into the subscription issue.

No information about what needs to happen, whether it is another system wide fault or just account specific actions needed. No timeline except the default SLA of 7 days to resolve.

Kicked off a bit and got transferred to retentions, so got some money off first bill, but other than that no progress or information to share.

Hopefully someone else will have some luck getting information or @KevNewMedia will have an update for us before the end of the day

[DavidGK1]

I too have ordered two pucks that arrived the next day but are showing as not yet delivered.

I spoke to Sky who told me that this was a known issue and they took the serial numbers and did something at their end.  However, they say it might be up to 8 days before the system shows things properly and allows me to link them up to the TVs.

A bit frustrating as I had wanted to start watching the films over the weekend!

[Garr1eL]

Hi @DavidGK1 were the pucks ordered as a new subscription or as additional? The good news is that you should be able to use the Sky Go app on your phone or tablet to view anything that you have subscribed to. Not ideal I know but maybe you can multicast to your TV? It looks like there are 2 issues here, 1 was activating and linking new pucks to existing accounts and the 2nd activating pucks to new subscribers. I've been on this journey for 6 days as of today and have now been able to get my 2 up and running (they were additional) They will get you sorted I'm sure 👍🏻 

[RHS39]

@kash2001 @Make sure the puck is priority on the product section on the online account.  Call them.  I must have called the 12 times over the last few days.  I also rebooted it and got to the same screen. After 5 mins the channels came up. Good luck 

[ALM84]

It's good to see that sky have fixed the issue. I don't yet know if my pucks are working but I will try them out when I get home. I have looked at my account and tracking still says "delayed" so I'm not hopeful 😳