Sky Stream Puck stuck on PIN reset

[Huss2]

Hi

I recieved my Sky Stream Puck yesterday and have been stuck on the pin reset page. I've tried all the resets including factory reset, 30 min knew and holding the power button. Nothing has worked. It keeps sending me back to incorrect pin. I've entered the pin correctly. Can anyone help? Thank you. 

[Fothergill1]

@Huss2To get you some help with this issue I have escalated your post to the Sky Community Messaging Team who will send you an invitation for an online chat.

The link below explains how the procedure works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum (you will need to refresh your browser from time to time until you see the chat bubble). When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed.  Note replies from Sky are not instant so you will need to regularly check the chat thread.

[Huss2]

Thank you for your reply. When am i expecting this speech bubble? I've contacted Sky as well and heard nothing back from them. 

[Fothergill1]

@Huss2  Good morning.  I can't say when you will receive the bubble but it certainly wouldn't have been during the night.  I can see that the invitation hasn't been sent yet as they add to the threat saying they have done so.  My guess would be withing the next hour or two.  Once they have sent the invitation you have 48 hours to reply so there is no need to sit there waiting.

Good luck with resolving the issue.

[Huss2]

Thank you. It's a wierd one, I've not seen any thread coming across a problem like this. I've entered every pin combination possible. Certainly a bug because it doesn't register pin attempts. Just stays at zero, when really you get 3 attempts. I've tried resetting pin but I'm stuck in that loop. 

[Fothergill1]

@Huss2 Yes, I could see from your original post that you had tried resetting etc and still nothing.  The default PIN unless you changed it is the last 4 numbers of the phone number registered with Sky.

You can check this be signing into your MySky account (www.sky.com/mysky).  Click on the small head and shoulders icon (top right) then my details and finally account info where you will see the phone number Sky have for you.  It's unlikely but always possible that there is a typo and it is incorrect 🤷‍

Just a thought you do need to be signed into your my sky account when setting up your puck and you need to use the same email address that is registered with your account... 

[Huss2]

yes, thank you for that. i have just checked again, phone number is fine. I also checked this with an advisor yesterday. Not sure why I'm stuck in that loop. I'm wondering is it anything to do with my broadband which is with Virgin Media? It really shouldn't should it?

[Huss2]

Yes I was signed in to my account as I had to enter the activation code. It confiirmed on the sky puck that my account was activated and matched. After that it got stuck on the incorrect pin loop.  

[Fothergill1]

@Huss2 As you say it's a strange one but it shouldn't be your BB.  I can't even get Sky BB at my location.

[Huss2]

@Fothergill1 I've read on a lot of posts that when resetting the puck, by holding the power button down and turning it on from mains, the lights turn white, amber then green. My puck has  never turned green. it turnes white, then flashes amber and red. At no point have I seen a green light. How accurate is this green light?

[Fothergill1]

@Huss2 I have just got home and see you have still not had a chat invitation so I have escalated this issue again for you. 🤞

[Greenfingers001]

Thanks for escalating this. We’ve sent @Huss2  an invite to chat.

[Huss2]

Thank you for trying to help. My issue has been escalated to the 'back office' team. I have to await their call. It's beyond technical team. 

[Huss2]

So after speaking to 6 different advisors, multiples calls and live chats, they all know that the puck is faulty hence why its stuck on incorrect pin, my new puck hasn't been sent out yet. It seems to me a system thing but not one human being at Sky, can press the button to send me a new puck. Its been 3 days and I'm left with no TV. All Sky advisors telling me same thing that they have escalated a CRF and it needs clearing. Why someone hasn't cleared this, is beyond me. I am really frustrated! I clearly have faulty puck that needs replacing. 

[Fothergill1]

@Huss2  Sorry to hear that you are still having issues.  Hopefully you will receive a replacement stream puck soon.

Should it come to it don't forget you have 31 days cooling off period during which you can cancel your contract.