Sky puk set on red

[John838]

We followed instructions to do a total reset on the puk.  White sky comes up on screen says connecting/ downloading  the remote set up press and hold 7 & 9 together nothing happens

[peter-marlow+1966]

Welcome to the forum 

When you say you did a reset, did you do a factory reset, if so this can course more problems, and should only be done when adviced to do so by a sky advicer, you may need to call sky and talk to them about this problem

[lettice]

---

@John838 wrote:

We followed instructions to do a total reset on the puk.  White sky comes up on screen says connecting/ downloading  the remote set up press and hold 7 & 9 together nothing happens

---

Not sure what you have tried, but if not already try doing the recovery procedure exactly as described on step 4 in this Sky help article;

https://www.sky.com/help/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-strea...

As mentioned above, it's not advisable to do a factory reset. This should really only be done when Sky have advised themselves  or doing so on a call with Sky. It can cause some account issues that only Sky can sort out for you.