Sky Stream Puck stuck on PIN reset

[SiddersReeve]

I've had this exact issue today and they are having to send out a replacement, hopefully this one will work 🤞

[SiddersReeve]

@Huss2 Did you ever get this resolved? I received a second puck today but it had the same issue so waiting for a response from the support team

[Huss2]

@SiddersReeve I'm waiting for my puck to be delivered. After nearly a week of waiting, they've finally decided to send me a new pick. Is your new one still stuck on the incorrect pin? That's ridiculous. It's definitely a software issue. 

[SiddersReeve]

@Huss2 Wow that is super annoying 😩 The second puck just showed exactly the same so it must be a software issue, I'm expecting another call tomorrow with an update

[MarkGoldsmith]

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@SiddersReeve wrote:

@Huss2 Wow that is super annoying 😩 The second puck just showed exactly the same so it must be a software issue, I'm expecting another call tomorrow with an update

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Could also be an account related issue rather than a software issue

[Huss2]

No the account details are all correct. Entered multiple times. Same error. Definitely a software issue. 

[MarkGoldsmith]

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@Huss2 wrote:

No the account details are all correct. Entered multiple times. Same error. Definitely a software issue. 

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It could still be an issue with your specific Sky account. If it was a generic software issue you would likely expect a lot more customers to be having this same issue.

[Huss2]

So many customers have had issues with the blue screen set up. Some on pin, some on updates etc. 

[Huss2]

@SiddersReeve I recieved 2nd puck today and exact same issue with incorrect pin. No waiting for Sky to

resolve. Absolute nightmare. Did you resolve yours?

[SiddersReeve]

@Huss2 That's so annoying 😔 I gave up and thought I'd take the easy option of moving back to Q wasn't possible as there is an issue with my account (probably causing the stream activation issue too). The original Q cancellation was finally put through on Friday as it should have happened on the 24th when Stream was ordered and they were hoping either Stream would work or they would then be able to reactivate Q, but neither worked and there's another problem. I'm expecting another update on Wednesday, Sky Go still works on my phone at the very least 🙄

[Huss2]

That's a nightmare! I don't know why this puck refuses to work. Just stuck on incorrect pin loop all the time. 2nd puck as well. Got a feeling it's an account issue that Sky need to resolve. My Q cancelled end of March. 

[SiddersReeve]

@Huss2 Oh wow 😳Hopefully they manage to sort something soon

[Fothergill1]

@SiddersReeve  I would say it is almost definately an account issue.  If you don't get any joy from the followup phone call on Wednesday why not put in a complaint (see link below) as this directs your issue to the Customer Priority Team and they are pretty good.  Complaints form 

If you are signed into your MySky account when you open the link it will partly populate the form with your details.

Good luck

[KevNewMedia]

Hi @Huss2 and @SiddersReeve 

Thank you for bringing this problem to our attention.

I'm really sorry for your experience. Our engineers are investigating this fault and as soon as I have an update, I will let you know.

[Huss2 · Accepted solution]

Finally! My Sky Stream is up and running. I had a text yesterday from the back office team, who must have done something to activate it. It was an account issue all along, I'm just disappointed that this could have been done to the first puck, instead of sending me a new one. The countless calls and hours spent speaking to various advisors! It has taken 2.5 weeks to resolve. Thank you to everyone on here who tried to help. Much appreciated. @Fothergill1 @SiddersReeve @KevNewMedia @MarkGoldsmith @Greenfingers001 @