Stream Connectivity no link from Sky Q boxes

[RoyHepper]

We have had 3 Pucks supplied and installed by a Sky engineer (James 5star rating he was brilliant) we found that there was no saved recordings and  free apps missing from my account. After 2hrs of trying with a compertant handler Cesar from Egypt he advised me l should contact Disney+ via helpline. 

   I was so lucky the Disney+ Technition Mia (from Greece) was so kind helpful when she realised l was a 79yr old great great grandad, with Her skills we have managed to reinstate my free app after 1hr 15mns, as l am a Platinum customer.

   I am asking has anyone else experienced this problem, I am finding that certain apps l am having to reinstate on the other 2 Pucks, certain apps that have been lost, l wonder if when changing from Sky Q to Sky Stream can our data be installed onto The Router or The Pucks ? so this would be a smooth installation.

  The improvement is amazing picture quality and no loss of supply, l look forward to any replies from you kind regards Roy  

[GD1]

@RoyHepper  Your post is rather confusing, you state you have Sky Q then you also go on to mention pucks,  you can't have Sky Q & Sky Stream under the subscription acccount, so which do you actually have Sky Q or Sky Stream?

[lettice]

It's not normal for Sky Stream to be installed by Sky, as Sky Stream and Sky Glass is a self install product.

Assume in your case you had a Sky broadband engineer at your property and they helped you setup your Sky Stream pucks.

When you move from Sky Q to Sky Stream, you have to reactivate all your Sky 'free' app offerings again.

Even though you had them activated on your previous Sky Q, they do need to be activated again to align with your Sky Stream account.

To help make it easier for you, follow the advice below and the help articles.

Netflix.

Click on Netflix in the Apps rail or just say Netflix and follow the online instructions, your Netflix billing will be managed  by Sky. You will have to go through this process even though you may have had Netflix on Sky Q. You would be using your previous Netflix login id and password or create new ones if you have never had Netflix before.

More here on how to activate Netflix;

https://www.sky.com/help/sky-tv/sky-tv-stream/using-sky-stream/q-tv-apps-test/articles/how-to-activa...

Paramount+

Again, going from Sky  Q to Sky Stream, you will need to set up your Paramount+ activation again, using your previous Paramount + id and password, if you had it on Sky Q.

More here on activating Paramount +

https://www.sky.com/help/sky-tv/sky-tv-stream/using-sky-stream/q-tv-apps-test/articles/how-to-get-pa...

HBO

Same again, you will need to activate your HBO again, using your previous id and password, as described here;

https://www.sky.com/help/sky-tv/sky-tv-stream/using-sky-stream/q-tv-apps-test/articles/sky-marketpla...

Once activated on one of one of your Pucks, you should find that Netflix and Paramount will become active on your other Pucks.

If not, just launch the apps on the other pucks and follow the instructions to sign in with the app id and password. No need to do the activation again for all pucks.

As you have activated Disney+, assuming that is all ok now.

Any further questions, plus feel free to come back here.

[TimmyBGood]

@RoyHepper 

Recordings stored on a Sky Q hard drive will never appear on Sky Stream, and become inaccessible after the subscription change.

The exception is content purchased through Sky Store, which is streamable through the Store app on Stream.

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@RoyHepper wrote:

I wonder if when changing from Sky Q to Sky Stream can our data be installed onto The Router or The Pucks ? so this would be a smooth installation.

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Routers don't store content data at all:  the most they can do is be set to have the same wireless network name and password as the previous one.

[Angel_Aka · Accepted solution]

@RoyHepper 

SkyOS, the operating system that Sky Stream runs on, is hosted mainly on a server, along with all the apps Sky give customers access to. 
Each of your Stream pucks connect to this server via your broadband connection. Your SkyID, (the email/username and password you used to sign in) holds all your account information and will track your viewing, allowing all of your pucks to be more or less 'in sync' with regard to what you've been watching. 
It is however imperative that all pucks receive a constant fast and stable connection to the server, otherwise they can lose this sync, apps can disappear and your viewing history can be different between them. 
If your broadband network is good then rebooting the pucks regularly can help maintain a decent connection, and force them to re-engage with the server & settle themselves. 
It's worth noting that you need to be willing to do a bit of broadband troubleshooting every so often to maintain a reliable Sky Stream service. They are very much a self-setup and maintain product, with no engineer support like Sky Q.