Sky stream won’t link to account

[Emma922]

received my sky stream puck in the post today, plugged it in and connected everything! When I turn it on and set it up it says they have my account but it's not my name it's someone else's, if I say it's not me it gives me a 6 digit code to put in on sky.com/activatenow but this will not work. I have factory reset, I have rebooted the puck, I have tried everything and nothing is working. 

[MarkGoldsmith]

@Emma922 

This has been escalated to the Sky Messaging team who may be in touch with you regarding this within the next 48 hours via a colourful chat bubble which will appear at the bottom of this page. 

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"https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147"


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[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to Emma922.

[Exiled-in-HH]

Is this an indication the Puck was a return and not reset... shouldn't have been reset when Sky carried out set-up?

[Emma922]

@Exiled-in-HH thats what I was thinking it's really strange, or could there be a mix up with the accounts?