Sky Stream Broken

[Adz1998]

Got sky steam pick delivered today. Got stuck on the finding my status before I had even connected to wi-fi. Looked at troubleshooting and it said to do a factory reset and wait for light to go green. 

light never went green it just went amber and red and then tried to install a software update. It tried to install the update and then displayed that it needs to restart, and goes back to trying to install the update. I've unplugged at the mains, I've reset the remote, but every time it comes up with trying to update. 

help! I just want to send it back and cancel the whole lot.

[MarkGoldsmith]

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@Adz1998 wrote:

Got sky steam pick delivered today. Got stuck on the finding my status before I had even connected to wi-fi. Looked at troubleshooting and it said to do a factory reset and wait for light to go green. 

light never went green it just went amber and red and then tried to install a software update. It tried to install the update and then displayed that it needs to restart, and goes back to trying to install the update. I've unplugged at the mains, I've reset the remote, but every time it comes up with trying to update. 

help! I just want to send it back and cancel the whole lot.

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@Adz1998 I believe this is a known issue that Sky are investigating, as you are about the 4th or 5th person to post about this problem in the last couple of days.

If you'd like, I can escalate this post to Sky's Messaging Team, so they can reach out and see if they can provide you with any more information on a workaround or a fix.

[Adz1998]

Hi!

Thank you so much for your response. If you wouldn't mind escalating it I would be really appreciative of that.

A 

[GD1]

@Adz1998   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 Adz1998 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.