Sky puck no activating

[Exiled-in-HH]

@cookie91 was your issue escalated or were talking to only one Sky CSs agent for the entire 2 hours?

[cookie91]

It was 1 advisor. She sent off something to the "back office" team to look at and said she will update me on Monday. 

I then rang back and spoke to another advisor yesterday when my replacement puck came, which should have been plug and play. That call was about half an hour with no success. In fairness; the second advisor seemed to be much more knowledgeable and said he'd had a few of these queries the last few days. 

But still, nothing worked and it still has the same message on both pucks. He has left it for the original advisor and relevant team to work on, but I've been without telly for about a week now. 

Those saying I shouldn't factory reset without speaking with Sky, it doesn't say that anywhere. I'd already lost access to all channels (an error telling me I didnt have a subscription, or similar) so it didn't really hurt anything by doing a reset. I'm in no worse situation than I was. 

[PSC133]

"Those saying I shouldn't factory reset without speaking with Sky, it doesn't say that anywhere. I'd already lost access to all channels (an error telling me I didnt have a subscription, or similar) so it didn't really hurt anything by doing a reset. I'm in no worse situation than I was."

You are correct.  There is nothing to stop you performing a full factory reset.  
I am sure that the majority of resets are performed without issue, but for the unfortunate few who are unable to re-link the puck to their account after the reset it can result in a long delay before the Sky back office team get involved to sort out the problem.

A solution would be to hide the reset in a hidden menu or at least have a warning on screen that the reset should only be performed under the guidance of customer services.

[Exiled-in-HH]

Pucks that are returned to Sky should be reset before return ... hence why the option is easy to access😉 

New customers pay a set-up fee... do Sky check whether Pucks have been reset as part of the set-up before despatch🤔

[EyebrowsMaster]

Sorry about the late update guys. But I was able to fully set it up after I reset it! Thanks for the help 🙂

[MarkGoldsmith]

---

@EyebrowsMaster wrote:

Sorry about the late update guys. But I was able to fully set it up after I reset it! Thanks for the help 🙂

---

Glad you got it sorted

[Brandy78-]

I am the same it has 6 didget code and qr code tried scanning it and it doesn't seem to work I've called sky and it is meant to be activated but trying to get a phone number to talk to someone directly is a nightmare