Sky Stream Puck stuck on PIN reset

[LorisaLeeds]

I'm currently having the same issue of being stuck in the incorrect pin loop. 

Moved over to Sky middle of last month and I've not had a full 24 hours of TV, the puck seems to get stuck in standby mode, so after what feels like umpteen calls. Received a new puck which was still getting stuck on standby so have had to manually reset everyday and then yesterday turned itself into standby whilst I was watching a show and then when I've manually reset it, approx 10 times since 11am, it just keeps on getting stuck. They've said someone will call me to discuss, but I'm just so disappointed. 😔

[Huss2]

Have you tried all the recovery process? 

Factory reset?

I'm thinking if the 2nd puck is doing the exact same thing then it could be something the back office needs to sort out. Hopefully they do but they take an awful long time. 

[LorisaLeeds]

Hi so I spoke to really helpful guy, we reset it again quite a few times, still couldn't get passed the incorrect pin screen, so he's sending out a third puck! He doesn't think the puck is fully syncing when it updates and he's also advised to connect the puck using and Ethernet cable. I think this is now the last resort if we can't get this to work we are going to have to cancel stream which is annoying as we can't use sky q because of a protected tree we have in the garden, it blocks the signal. 

[Huss2]

Has he filled up a CRF form and sent it to back office? It's the back office that are meant to look into how the puck syncs with your account. I had same issue and many different advisors tried. In the end, the back office clicked some buttons and it started working. I'm thinking you might have similar issues as 2 pucks have stuck on incorrect pin. Best of luck. 

[Huss2]

@LorisaLeeds I came from Q to Stream and I had same issue. Looks like you're coming from Q to stream to, so defo it's an account issue. Stream needs to sync with your account to work. 

[LorisaLeeds]

I believe the person I spoke to on Friday said he was referring it to the back office team. They said they've had quite a few people call in with the same issue over the last few days. 

I'm actually a new customer to Sky, so didn't have a q account. 

[FraserHarris]

Hi mate, I'm just new to sky and got a new setup. I'm getting the same issue and it's driving me bonkers, can you give me the number you phoned to sort it please? thanks in advance 

[MarkGoldsmith]

@FraserHarris the forum software blocks phone numbers from being posted, so the best way to call Sky is.

You can dial 150 from a Sky Talk Line or Sky Mobile.

If you haven't got  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.

[FraserHarris]

Thanks Mark, will give this a try! 

[FraserHarris]

Thanks for your help Mark, new puck on way should arrive tomorrow, fingers crossed!

[SiddersReeve]

Finally had Sky Q reactivated today 🎉 Raised a complaint on Wednesday as I heard anything for a while, after that things moved pretty quickly and today was even offered a too good to refuse renewal deal for my troubles, which (almost) makes the 2 weeks of no service worth it 😁

Hopefully I'll be able to try Stream at some point in the future, but won't be for at least 18 months until I'm feeling brave enough 😅 

Thanks for your help and advice @Huss2 @KevNewMedia @MarkGoldsmith @Fothergill1 

[Fothergill1]

@SiddersReeve Glad everything worked out for you in the end 😀

[KevNewMedia]

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@SiddersReeve wrote:

Finally had Sky Q reactivated today 🎉 Raised a complaint on Wednesday as I heard anything for a while, after that things moved pretty quickly and today was even offered a too good to refuse renewal deal for my troubles, which (almost) makes the 2 weeks of no service worth it 😁

Hopefully I'll be able to try Stream at some point in the future, but won't be for at least 18 months until I'm feeling brave enough 😅 

Thanks for your help and advice @Huss2 @KevNewMedia @MarkGoldsmith @Fothergill1 

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Thanks for keeping us updated @SiddersReeve, and I'm happy to hear that you've managed to get a resolution 😀

[Mikecarter1]

Don't know if it helps guys but had the same issue today.  So I told the device it wasn't me, got the activation code, then went onto the sky app to add the device.  When I did this I then got the password error, and an option for forgotton pin.  I used that option and it asked for last four from my payment method.  This worked and it let me reset the pin.  Hope it helps anyone with the same issue.  Next time sky just remove the pin and let people set it up themselves.  Being locked out of a new item without the ability to set up the pin yourself is a massive own goal on the customer service point.

[SteveFrancis1]

I'm having this same issue, after various other issues with Sky Glass set-up. Anyone from Sky or a Superuser able to escalate this to the right team to fix whatever the account issues are in the background?  Sky Customer Services have been typically incompetent thus far.