Sky TV puck Sky Error message?

[Rob2810]

Five days ago I got sky broadband and sky TV puck installed. Broadband worked perfectly but the puck showed a blue screen error which said: Sorry, your only getting a limited service due to a technical error which we (sky) are working hard to solve... That was 5 days ago and having tried every day since it still gives the same blue screen message. I initialy paid for my new system to be professionally installed and the installer after quite some time gave up after having got no closer. Since then I have followed virtually every Sky help screen and a phoned a number of Sky numbers which after about 2 hours total of holding eventually got me to the place I bought the system from (an 0333 number).. The man at the other end took me through various trouble shoot scripts but eventually gave me a number for Sky Customer Services... After another 20 minutes of holding the Customer service wasn't a human as I had hoped, but took me once more around the houses of help options, none of which even got a flicker away from my error message. 

Getting desperate I plodded on to find a screen that said my Primary device wasn't activated... Pressed the activation button to be told to enter the OTP that had been sent to my Sky Glass TV... I don't have a Sky Glass TV so I called another helpline to ask if the message could be sent to my email... But the AI bott just kept giving me options that always circled around the Sky Glass interface???

Five days on and I am no closer... The Sky Go app gives me access to most of the products (not Netflix) I'm paying for, but having to watch on an Ipad isn't what I signed up for...

Does anyone have any ideas of how to get my Primary device activated without Glass? Or can provide an insight as to what Sky's technical issues could be that even their daily service checker doesn't recognise as they keep saying everything is working perfectly?

[mikealanr · Accepted solution]

Hi @Rob2810 

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

You can check and change your primary device online but generally this is only needed if you have more than one device and you remove whole home. 

You can try resetting your puck and going back through set up and the activation process: 

1) On your Sky remote, press 4 and 6 together for three seconds. This will reset your remote.

2) Switch off the Sky Stream puck at the mains plug socket. There's no need to unplug it.

3) Press and hold the Standby button on the bottom of the Sky Stream puck. 

4) Keeping your finger on the button (underneath the puck), switch the power back on at the mains and wait until you see the LED lights flash amber then green, then remove your finger.

6) Let the Sky Stream puck complete the recovery process. This can take a while up to 15 minutes, depending on your broadband speed.

7) Switch the Sky Stream puck back on and follow the on screen steps to set it up

Failing that you will need to call sky - number here: https://www.sky.com/help/articles/viewing-help

Stay quiet when it asks for your mobile number and it will put you through to someone.

MikeAlanR

[Rob2810]

Hi Mikealanr,

What a star you are as your instructions did the job perfectly... Well almost perfectly but the end result was achieved, so I thank you whole heartedly. So for the benefit of anyone else in my prediciment allow me to retell how the actual result varied from as defined by Mike.

Well... The plans worked perfectly upto the amber and green LED lights. In my case the amber turned to red, then back to amber etc. After a while it did change my TV screen from the fixed blue error message but then stated that my needed sofware was downloading... This took about 5 mins. However once the download was finished, the screen changed to say that essentially it had downloaded the wrong program for my Sky Stream puck???  It then moved on to give me a barcode to click on with my smartphone ( luckily I have one) . I clicked on to then be told to open the program and run the new download... Yet with only personal minutes left to waste I had to shut down due to other commitments... Then going back some hours later, I just did a switch on with resetting the remote as Mike had described, but doing nothing with the bar code and Eurika! the puck started the setup looking for WIFI codes etc and the rest was plain sailing.

 The System now works as it should ( no thanks to Sky and its AI 'ignore the customers needs for complex solutions' Botts.) and touch wood all will be plain sailing into the future.... Thank you mike and I wish you well.