SKY PUCK - No active Subscription

[Cdah11899]

Hi,

I received a sky puck and I have went through the set up. I can see through my sky / the sky app I have activated the puck and I have a valid subscription. However when turned on it says no active subscription. I have tried rebooting and followed other advice on other threads to no avail.  It is my only sky puck device so it is also not a case of another device being registered first. Any help would be greatly appreciated, 

Thanks. 

[SKY1992bf]

@Cdah11899  was the puck ordered directly from sky or brought second hand 

do you currently have another sky glass tv or puck registered to your account or any other sky tv product 

[Cdah11899]

Directly from sky and I have no other tv product connected to my account from sky. 

[GD1]

@Cdah11899 To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[Lisa-P1987]

Thanks for escalating this. We’ve sent Cdah11899 an invite to chat.

[Lexington]

I also have experienced the same issue and awaiting a call back from sky (it has been over 72hours). Is this a systemic issue with Pucks?

It looks like it has occured at the same timeframe for me too. Puck was received from Sky directly, and has been working fine for around a year - but now im having this issue too.