Sky Stream Activation "Check your Sky Glass. If you're not connected please try again later"

[73Scott]

Hi 

New Sky stream customer  and received my puck a few days ago.

Also signed up for broadband in a few weeks so currently still with BT until changeover.

I have been unable to activate the puck and get the message "Check your Sky Glass. If you're not connected please try again later".

Tried again multiple times and also ran through the soft reset process of powering off and holding the reset button underneath the puck, but still get the same issue.

Contacted Sky on Thursday and 1st line went through the same set of steps which didn't work so it has been passed to the next level of support but was told this can take up to 72 hours. 

Does anyone know what actually happens from this point? Will it just start working or will I have to follow the activation process again? Tried again this morning and still not working.

Looking at the online videos they all show that the puck already knows the user and then uses the last 4 digits of the phone number as activation, whereas i'm getting the random 6 digit code to enter.

If/when it gets fixed, i'll update here so that it helps others in the future. 

[Garyb1989]

I have had this exact issue, got my sky glass on the 3rd of april started of by saying hi "someone elses name" went to thats not me hit the activation code did what it said on screen and nothing, called sky same as you, went through all the generic protocols nothing, also got slapped with the we'll bypass it our end but this can take up to 72hrs, well take away the weekends im at the 96hr mark and the tv still doesn't work. 

[73Scott · Accepted solution]

Mine started working yesterday. Didn't have to do anything. I just happened to switch it on and it was activated. 

Took approx 96hours from me logging the call with Sky help desk to them fixing it.

[Garyb1989]

Hopefully im not too far off although im not hopefull it will be today as its almost closing time 

[Andy+Burns]

Was wondering if this was resolved, I bought 2 second hand and this message is appearing when trying to activate them, its been with Sky support since wednesday but they have not been very good. And this is me being polite....

Check your Sky Glass. If you're not connected please try again later.

[Garyb1989]

Yea it took about 2 weeks of phone calls and emails though. 

[Andy+Burns]

yeah I am having the same issues, the Sky agents do nothing but try to close the ticket, this is twice so far.

[Andy+Burns]

do you have the sky ticket number when they dealt with this issue, hey said it might help speed up the issue.

I am still stuck, thanks

[Andy+Burns]

Hey, you dont have the Sky support reference number do you? They are struggling with mine so I asked if I found a resolved case it might be able to help them solve it quicker.

Thanks