Sky Puck Not activating

[Malacath]

I have the same problem. Sky support told me it's happening to a lot of people. When I asked how long I have to wait for a fix, he said up to 5 days.

[Garr1eL]

Thanks 

Ive called them again this morning and as you said it's something they are aware of now, agent has raised the form to hopefully get resolved. They should at least waive the set up fee.

[ALM84]

I made the decision to move from sky q to stream after getting home from work to no satellite signal on Friday due to scaffolding which is going to be up for another month at least.

Sky pucks arrived yesterday which was well ahead of schedule as the tracking said Tuesday so I was pleasantly surprised that they arrived so quickly. I am getting as far as the part to link my account & put the 6 digit code in and it isn't going any further. I spoke to sky who have raised it with the relevant teams and have escalated it....no idea how long this will take and I am now without services unless I hook up my sky q box again which I feel is a waste of time if the issue will likely be rectified in a day or so. I've reset it a couple of times and get to the same stage each time!

Has anyone had this issue? Is it because the pucks can't be activated until the delivery status changes to delivered?

[BenJoBanjo]

@ALM84 

It seems to be a 'thing' with puck delivery/activation at the moment. Several people are experiencing similar. You'll just need to wait for Sky to sort it I'm afraid. 

[ALM84]

I am having this exact problem!  My pucks arrived yesterday but still showing as awaiting dispatch on the tracking. I'm hoping once that shows as delivered it will be fine 🥴

[Garr1eL]

I'd give them a ring if you haven't as I believe they need to raise a case, mine were ordered Thursday arrived Friday but still today showing awaiting dispatch. Expected delivery is tomorrow 🤣

[ALM84]

It's bizarre isn't it! It's almost as if delivery is happing too fast 😆 i suppose I'll just have to keep trying and hopefully I'll find out that way that it's sorted. Hoping it won't take them long 

[ALM84]

Yeah, i called them yesterday and the raised a ticket and escalated it. Mines are due to be "delivered" on Tuesday so maybe after then I'll be able to activate them 🤞i wish I'd just waited as ive disconnected my main sky q box & cant be bothered with the hassle of putting that back in for the sake of a couple of days 😆

[lettice]

As a few of you have noticed an issue on activation for a new puck delivery, I have made Sky aware in our Superusers closed area.

I have also combined some of your posts and other threads into this single one.

I will mark this post as the answer for now, until any further updates from Sky.

All we can suggest, as some of your have tried, is to keep trying the activation every few hours or so.

Might be worth repowering the puck each time before a new try.

[ALM84]

Hi Lettice - is it worth leaving my pucks for now and waiting until at least Tuesday to try the activation code again do you think? - I have a strong feeling that as my delivery tracking from sky still shows as "awaiting dispatch" that i won't be able to activate pucks until this changes to "delivered" - it's very frustrating that these are clearly being delivered too quickly & their systems aren't keeping up.

If Sky told customers to wait & set up until after their status changed to deliver then I feel like there wouldn't be as much of an issue 🤷‍♀️

[BenJoBanjo]

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@ALM84 wrote:

Hi Lettice - is it worth leaving my pucks for now and waiting until at least Tuesday to try the activation code again do you think? - I have a strong feeling that as my delivery tracking from sky still shows as "awaiting dispatch" that i won't be able to activate pucks until this changes to "delivered" - it's very frustrating that these are clearly being delivered too quickly & their systems aren't keeping up.

If Sky told customers to wait & set up until after their status changed to deliver then I feel like there wouldn't be as much of an issue 🤷‍♀️

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Who delivered the pucks? Was it Royal Mail or DPD? I wonder whose tracking information isn't updating quick enough and isn't being passed on to Sky? 

[ALM84]

It was Royal mail that delivered mine. When I tracked them on Friday night it said delivery would be Tuesday and that hasn't changed even now 24 hours after delivery.  I've also just tried to activate and still getting the box coming up saying to check sky glass (despite not having sky glass!) and if im not connected to try again later. 

I'm actually at the stage where I'm getting really annoyed now because i don't think Sky are really trying to fix the problem - i feels as though they are just waiting out the delivery status. 

[lettice]

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@ALM84 wrote:

Hi Lettice - is it worth leaving my pucks for now and waiting until at least Tuesday to try the activation code again do you think? - I have a strong feeling that as my delivery tracking from sky still shows as "awaiting dispatch" that i won't be able to activate pucks until this changes to "delivered" - it's very frustrating that these are clearly being delivered too quickly & their systems aren't keeping up.

If Sky told customers to wait & set up until after their status changed to deliver then I feel like there wouldn't be as much of an issue 🤷‍♀️

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All I can say, is guess like you.

It will not cause any issue waiting till Tueday if that solves it.

Or, it will cause no issue either trying the activation before then, if it's just some kind of back office type glitch.

Re my answered post, anything further we will have to wait for Sky for any further resolution..

[ALM84]

This seems to be more than a well known issue with activating Sky pucks yet sky seem to be doing little to move things along quickly for paying customers.  I've been with sky for over 20 years & the service i received yesterday from them was shocking. I  hoping that the next few days it will all start to work but my confidence in them isn't what it was that's for sure.

[David0903]

I can't link my activation key to my sky account