RESET SKY PUCK AFTER CHANGE OF SUBSCRIPTION

[LynnA]

I have Sky Stream.  I recently removed Whole Home from my subscription. I disconnected the second puck and sent it back.

Now I can't access Sky on my TV. I keep getting "Whole Home Required. Press select to add the Whole Home pack to your subscription and then you can enjoy the SKY GLASS experience around your home".

Obviously I have to reset something - help.

[Jporch316 · Accepted solution]

@LynnA 

Most likely You have sent back the puck that was the primary device on your account 

within th MySky app there's a section where you can change the primary device. If the app doesn't allow you to change the primary device you will need to contact sky to make the correction for you. You can find the device serial number on the bottom of the puck 

[LynnA]

Thanks for your help. The My Sky app didn't work for me.  Looks like I'll have to phone them.

[lettice]

@LynnA 

In the Mysky app or Mysky via a web browser

Go to

Product Settings

Device Management

Select a puck and click on Manage. From there you can make a Puck device primary or remove the primary tag for a puck ( if it's shows an older one you may have returned).

In the puck settings ( under Systems Management) it will show the serial number ( after a short scroll down), , so you can compare your puck you wish to make primary with the one/s shown in MySky.