Sky Stream Puck Showing 'No Subscription'

[JamesHarris1994]

First time using new Sky Stream puck and it is stuck on 'no subscription', when logging into my account I have a valid subscription etc.

[MarkGoldsmith]

@JamesHarris1994 have you tried rebooting the puck

1) Put it in standy mode

2) Turn it off at the switch ( or unplug it)

3) Wait at least 30 seconds

4) Turn it back on at the plug

[JamesHarris1994]

Thanks Mark, much appreciated!

[AlGoodman24]

Hello, 

I'm a bit stuck here, wondered if there are any pointers. 

Received my steam puck yesterday. 
set it up and then got "no subscription" message! 

I tried everything to find my account. No way of doing it. 

i keep getting a message now "we're unable to link your account"

Im trying in vain to reach sky all day. 
the automated bot gives my account number but says I have no subscription!

However on my sky account all my subscription is listed, my account number. I keep getting messages asking to activate my Netflix! 
This is a joke of a service! 
Any advice? Thank you 

[Exiled-in-HH]

Did you say the word "Sky Stream Puck" when talking to the bot?

[AlGoodman24]

Yes but it's options about viewing and loss of signal etc.. 

[MarkGoldsmith]

Have you tried rebooting the puck:

1. Put it in standby.

2. Turn it off at the plug.

3. Wait at least 30 seconds,

4. Turn it back on.

also I would personally just press any of the Sky stream options, in theory it should take you through to the Sky stream team and they should be able to assist regardless of the issue you are facing. I did this when I had an issue activating discovery+, which activated then immediately cancelled itself.

[AlGoodman24]

It's solved! 

Spoke with a very helpful agent this evening. 

okay, if you're getting this subscription nonsense this is what you do. 

1. Flip over the puck, hold down the power button.

2.Don't let go of the power button, but pull out the power cable for around 5 seconds.

3. keep hold off  the power button and reinsert the power cable.

4. Hold the power button down until it turns amber  and then it should turn green. Then you can let go. 

5. The puck is reset, you'll have to connect to Wi-Fi or whatever you use,  set up the remotes and then you'll get an activation code. 

6. log into the sky activate site on a phone or whatever you use. Enter the code and that's it!  Enjoy your telly!

Hope that helps & thank you to the very helpful chap I spoke to on the phone. 

[Bearhills]

This is happening to me but the standby mode and turning plug off isn't resolving the issue

[MarkGoldsmith]

@Bearhills it is possible to reset the puck, however Sky's advise is that you only do this on the request of one of their customer services team. The reset will wipes all wifi settings, and its associated with your sky account, its essentially puts it back to a factory default setting. So if you want full peace of mind i suggest calling sky 

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number. If you are in the ROI on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

However, the instructions to reset the puck are available publically on the Sky Help website are you essentially this:

1. Turn the puck off at the plug.

2. Turn over the puck and hold down the power button.

3. keep hold off  the power button and turn the plug back on.

4. Keeping holding the the power button down until it turns amber and then it should turn green. Then you can let go. 
5. The puck is reset, you'll have to connect to Wi-Fi or whatever you use,  set up the remotes and then you'll get an activation code. 
6. log into the sky activate site and enter the code and that's it.

[Bearhills]

Thank you 😁

[garry+no+sky]

Thank you so much for posting this I have tried for 9 hours to set my puck up to no avail.Followed your tutorial and bingo straight on cannot thank you enough.

[Peyal]

My puck would not connect at all this morning so I spoke to Sky and we did a factory reset. After the factory reset it connected but then showed 'no subscription'. According to them its a 'known issue' and requires back office resolution which can take up to 72 hours to come through. My OH is not impressed.

[MarkGoldsmith]

Yeah the factory reset can solve issues but cause other issues, usually because the sky backend thinks the device is already registered to your account so it gets a bit confused.

This is usually the reason Sky only recommended doing a reset whilst on a call with them so that they can fix the issue at the time.

[AlanCheesman]

I have had exactly the same issue. Unable to get the AI assistant on the app to recognise my account. So just keeps asking for other words.  Called telephone number i found for Sky on line. They couldn't help. They gave me a number to contact Sky direct. Sure enough, answer phone directed me to use the AI. assistant on the app.