Pucks have arrived before recorded as dispatched!

[Garr1eL]

Had my serial numbers for 48hrs no further forward and I had the same optimistic 24 hours message. I really dont think they are that bothered, certainly how it feels to me. 

[Drivingmenuts]

Firstly, I appreciate all of you, there's comfort in not being alone with this Sky Misery. I am in the same boat, order placed 19th, arrived 20th, impressed with royal mail, disappointed by sky! Now I've given up and to appease myself im trying to work our what else I can do with it... £40 door stop, expensive coffee cup coaster (I could have a set of 3 if I switch to virgin), a small chuck for the wheel of a small plane ... 

[BenJoBanjo]

This is getting ridiculous now. I mean how hard can it be to register a serial number against a customer's account?

I admire you all for having patience with this. 

I can only hope that Sky have one of their wonderful team meetings to discuss "the learnings" from such a balls-up. A bit more transparency and communication would be my advice. Oh, and a serious look at their whole puck activation process. 

[Acastus]

I just got off the phone with Sky again. Aparently they escalated my problem to the wrong escalation handling team. They re-escalated the escalated escalation to the correct escalation CRS team who will fix it in 24 hours. I was told that by the end of today or tomorrow morning it should be working.

I asked him what to do if it still didn't work and he said he would escalate it to the escalations handling team who will escalate it to the CRS team that handles escalations escalated by the call handler for people who need their problem escalated. He also told me that this time it will be escalated to the correct escalation team and that the escalation team may take 24/48hrs to resolve the issue.

So there you guys. Just escalate.

[jonnyae]

I asked him explicitly whether the escalation was a clear path to resolution or if it is awaiting investigation and he was very clear they know what to do and how long it will take.

For now i'll take that at face value, see what happens, chase them later if it doesnt and keep this thread updated.

It's possible of course he outright lied to me. It's also possible earlier cases from last week were fobbed off or escalated into a black hole, but now they have a clear resolution path (and that's why @Acastus has been re-escalated into the 'correct' team).

Let's see..

[Mdoth]

We are exactly the same - it's really frustrating and hard to get through to an agent to discuss.  Our delivery date is showing as today although it also says still waiting dispatch.

[Richard310]

Have the same problem, 2 phone calls before admitting there is a problem. Paid £39 for additional pucks can't activate because the system shows they have not been delivered. How long will it take sky to sort this out?

[RHS39]

I have had nothing but issues. Been told I have someone looking at this from the escalation team tomorrow. Don't know if that means it will work because they are not updating the system on their end. It's not a royal mail issue. Until the delivery status changed you can't do anything. But I have progressed in that they asked for my serial number on the puck. The pucks aren't the problem. It's their systems. Call and get a refund of the additional pucks. And get them to take your serial number. Hope that works. There's slot if ppl having the same issue 

[Jp626718]

Any update on when the puck activation problem will be sorted, I know it's the awaiting delivery issue an ive rang the customer service who haven't got a clue on any timescale.

[ALM84]

What an absolute farce this is turning into!  Sky should be ashamed of themselves!  Like a few others here, my x2 pucks were ordered on Friday and delivered on Saturday (to which i thought fantastic!!) - that elation didn't last when i found out that i was unable to activate them.  The first time i called Sky they took a note of the serial numbers for both pucks....that was Saturday.  I have tracked it a few times and it still says awaiting dispatch and delivery is supposed to be today.  

Sky have tried to call me today and they've sent me a text saying that they want to speak to me about my sky puck activation - whether that's anything positive i don't know as i won't be able to call them until i'm home from work.  It could just be them calling me because i was on the live chat this morning and one of the agents has logged a complaint.  I hope they aren't calling for a note of the serial numbers again!

I think the issue is that the pucks have all been sent out too quickly and their systems haven't caught up but as someone has said already - it surely can't be this difficult to link the SN with each customers account.  It should be automatic as they are being prepared for dispatch!  I am looking forward to seeing a message on this thread from someone saying it's been sorted because then we will all know there is light at the end of this very dark tunnel!

[RHS39]

Keep us updated. 

[ALM84]

I'll definitely keep everyone updated here until i have the pucks activated.  One really annoying thing is i keep getting messages from Sky through my sky app/account reminding me to activate the pucks....i appreciate it's probably automated 🙄 but even so!  I've even had a message through my sky app from them saying that the pucks have arrived yet when i go into the my orders section, according to that they haven't even been dispatched 😑

[kash2001]

Hi everyone it seems I've exhausted sky support so putting it out here in desperation of a fix.

So we've moved from sky Q box to streaming as the sky dish hasn't worked since the issue with their satalites. 

So we've now got the puck it arrived last Saturday but I can't register to activate even though the process works as in entering and numbers to register, but it says go to Sky Q TV to continue. 

I don't have a sky Q TV only the puck and it doesn't move on from the activation screen.

So looking in the account it shows the puck still to be despatched despite having it 4 days now and trying each day to activate it.

It says that the puck should be with me by the 23rd. But still won't activate. 

Sky support say they can't activate remotely from their end so it appears I'm stuffed. 

I can't move forwards, I've tried resetting the puck several times with a hard reset hold the power for a minute whilst unplugged and holding whilst turned on till it goes green, it goes red amber but not green and boots and updates again.

So how do I move on, support say they can't activate and I can't activate it, so it's a cheap tea coaster for now!

Any help with sorting greatly appreciated.

Atb

[kash2001]

Obviously still no fix I've been trying for 4 days to activate and still not working, I put a separate thread out there in the hope sky help as their team are powerless to fix this issue. 

It's an easy fix just let the customer click a icon in the account saying it's arrived and then it activates. Simples but obviously not for sky...

Thanks 

[BenJoBanjo]

This really isn't a good look for Sky, especially for any new customers out there.

How about an update @KevNewMedia - it's been over 24 hours since your last update and nothing appears to have changed?!

Why are all these people not able to simply activate their pucks and use the service they're paying for? Is it an IT issue at Sky?