Sky Puck Unable to link Netflix

[jon7278]

Wondering if anyone can help, I have had the puck now for 4 weeks, in that time I have been unable to watch netflix, after numerous calls/chats with SKY, and another puck being sent out, I am no further forward. Every time I speak with SKY the usual starts:

* Turn puck off/restart with power button depressed

* Refresh Apps

* Reload App

Inevitably this has not helped. SKY have even given me a £10 Tesco voucher, £15 bill credit and more recently next months bill FREE.

The issue, surely, cannot be that difficult to resolve?

I called Netflix who state the fault is with SKY not them. Each time I select "link Netflix with SKY account" is has a blue screen and starts loading, then just a blue screen.

I am new to SKY and for the last month have had nothing short of a nightmare experience and tempted to cancel.

Any advice would be appreciated as at a loss as to what to do next.

[BenJoBanjo]

@jon7278 

Do you currently have an existing Netflix account that you're trying to use?

It should be the case that you just open the Netflix app on the puck, login to it with your normal Netflix email address/password and then billing will automatically switch to Sky. That's how it worked for me. You don't need to activate anything on the Sky website, you just do it on the puck itself. 

[jon7278]

I did not have a netflix account to start but created one and signed up, Issue was Sky never took over the billing, Call with Netflix confirmed this also.

[lettice]

Can you explain more on what you are seeing when you launch Netflix, assuming you have activated it.

You do need to activate Netflix on Sky Stream and Sky Glass, as a new or existing Netflix customer.

Have a read and follow the instructions through the activation process as laid out here;

https://www.sky.com/help/articles/apps-on-sky-q-and-glass-using-netflix

[jon7278]

When I attempt to activate online (Netflix Page) is presents me with the error shown, once signed in

[jon7278]

When I launch Netflix through the app I get the "link to Sky account" box and once I select continue it results in the empty blue screen

[BenJoBanjo]

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@jon7278 wrote:

When I launch Netflix through the app I get the "link to Sky account" box and once I select continue it results in the empty blue screen

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If you've already created a Netflix account then isn't there just an option to log in on the Netflix app?

When I had Stream all I did was launch the Netflix app on the puck, click login, input my Netflix email address and password and that was it. No need for any form of activation. As Sky state on their own Netflix help page, the first time you login to the Netflix app on a puck with an existing account, billing should automatically transfer to Sky. 

It's possible they've changed the process as I haven't had a puck for a while and now get Netflix Premium with my EE SIM contract instead. 

What does it say if you login to the Netflix website with the account details you said you'd set up? What Netflix package does it say you have? Does it say it is linked to Sky in any way under the account settings? 

[lettice]

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@jon7278 wrote:

When I attempt to activate online (Netflix Page) is presents me with the error shown, once signed in

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Assume you have tried refreshing your browser cache or doing that activation step on a different browser or device.

Perhaps, try on 4g, rather than your home wifi?

[Jon34]

you could also try using a "private window" or incognito mode

login to sky

go to https://www.sky.com/shop/netflix/activate

you should see a button to take you to netflix.

(note that if you are logged into netflix, you may see "Sorry, something went wrong. You may still sign up for a Netflix account without this offer or return to the partner website and try again.")

if thats the case your account are already linked, you could try [Netflix] Account > Manage access and devices, if any sky boxes are listed click them and click sign out.

As for the puck:

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@jon7278 wrote:

...

* Turn puck off/restart with power button depressed

 did they talk you through the force software update - the led would have gone all kinds of crazy colours?

ideally this would be done very close to the router or an ethernet lead used, if the wifi signal is poor, then the new software might not download.  if the tv is no where near your router it doesnt matter, just move the puck next to it, perform the factory reset, once its finished the led will go white. (you can plug the puck in next to the router without it being plugged into the tv, thats the point im trying to make)

Also, sadly, theres no indication if apps have been "refreshed", again with my suggestion above maybe leave it plugged in next to the router overnight (as apps are supposed to update automatically).

The only other things i can think of is

• ask netflix to unlink the sky account
• change email on sky account, use activate link again to link a new account
  https://www.sky.com/mydetails/account-info
  https://www.sky.com/mydetails/sky-id
• delete netflix account

The last two might cause more problems, for example changing the email address might take a few hours or more to update accross sky

These are just some suggestions i would try, if i was pulling my hair out with this.