Sky Stream Puck will not connect to account

[AnnaH1]

I just recieved a sky stream puck and it keeps telling me that 'we're unable to link your account' when I try again it loops back and when I select skip and set up later it tells me to 'sign in now' and I go back the loop of set up. Anyone any suggestions

[MarkGoldsmith]

@AnnaH1 first thing to try is to unplug the stream puck for 10 minutes and then see if it progresses through.

[AnnaH1]

Hi Mark,

I tried that - no luck Im afraid.

[GD1]

@AnnaH1  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

[AnnaH1]

eventually got it to work by doing a factory reset. thanks for your help