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This discussion topic has been answered Discussion topic: Sky Stream not working since renewed contract

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Avatar for Martha2017
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Message posted on ‎01 May 2025 09:35 PM

Sky Stream not working since renewed contract

Renewed my contract today for exactly the same except cancelled the second Puck as we have never used it. Now none of my Sky Stream is working and says "Whole Home required".

 

What has happened. Very frustrating that by signing into another contract it has messed up our service. And that this seems to be the only place to ask for help right now. 

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Avatar for mikealanr
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This message was authored by: mikealanr Answer

Message posted on ‎01 May 2025 11:38 PM

Re: Sky Stream not working since renewed contract

Posted by a Superuser, not a Sky employee. Find out more

Hi @Martha2017 

 

The puck that is in the box unused must be your primary puck.

 

You will need to make the one you are using primary and send the other back to sky or swap them over. 

 

See: https://www.sky.com/help/articles/your-devices-sky-glass

 

MikeAlanR

---
55" Gen 2 Sky Glass atlantic blue, 65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Sky SoundBox. Former Sky Q, Sky+ HD and Sky+ customer. Sky Mobile Customer.

Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.

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Avatar for Mark39
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Message posted on ‎01 May 2025 09:48 PM

Re: Sky Stream not working since renewed contract

Posted by a Superuser, not a Sky employee. Find out more

Have you tried both Pucks?

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This message was authored by: Martha2017

Message posted on ‎01 May 2025 10:23 PM

Re: Sky Stream not working since renewed contract

The other is still it's in original box unused. Is that likely that it's just the other Puck that is now active? 

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Message posted on ‎01 May 2025 11:37 PM

Re: Sky Stream not working since renewed contract

Posted by a Superuser, not a Sky employee. Find out more

@Martha2017  The unboxed puck would have been automatically activated even if not in use, check in your Sky account as you may be able to assign the one you use as a primary device, if not you may need to plug the other one in and set it up.

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.




Samsung 75" 4K TV, Sky Glass Gen 2 55", Sky Stream, EE FTTC Broadband, Three 5G Broadband (Backup), Sony 7.1 AV Receiver, Technisat MultiSat receiver.
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This message was authored by: mikealanr Answer

Message posted on ‎01 May 2025 11:38 PM

Re: Sky Stream not working since renewed contract

Posted by a Superuser, not a Sky employee. Find out more

Hi @Martha2017 

 

The puck that is in the box unused must be your primary puck.

 

You will need to make the one you are using primary and send the other back to sky or swap them over. 

 

See: https://www.sky.com/help/articles/your-devices-sky-glass

 

MikeAlanR

---
55" Gen 2 Sky Glass atlantic blue, 65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Sky SoundBox. Former Sky Q, Sky+ HD and Sky+ customer. Sky Mobile Customer.

Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.
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Avatar for lettice
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Message posted on ‎02 May 2025 07:38 AM - last edited: ‎02 May 2025 07:53 AM

Re: Sky Stream not working since renewed contract

Posted by a Superuser, not a Sky employee. Find out more

As above, does sound like you have removed your Primary puck.

Do as above and make one of your current Pucks, the Primary Puck.

Sky Community Superuser. What is a Superuser? Click here to find out
Sky Stream with two pucks (Former Sky Q and Sky+ customer), Sky Ultrafast + using Sky SR203 hub. Sky Protect kit tester.
My good journey to Sky Stream from Sky Q. Click here to read
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Avatar for Martha2017
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Message posted on ‎02 May 2025 01:19 PM

Re: Sky Stream not working since renewed contract

Thanks all, you were all quite right and the other Puck worked. 

 

Many thanks

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