Unable to activate new sky stream puck

[Nav78621]

When I try to activate my new sky stream pick and try to link my account all I get is an oops error!

[Bobcatmctiger]

Same here,  anyone have a resolve? Unfortunately Sky are closed until tomorrow. 😡

[Fothergill1]

@Nav78621  and @Bobcatmctiger The usual cause of getting the Oops error message when trying to activate your Puck is that you are not signed into your My Sky Account.

If  you are not signed into your My Sky account go to  https://www.sky.com/mysky and log in.

Once logged in go to https://www.sky.com/productsettings/streaming-tv/activate This is where you can enter your activation code that appeared on your screen during setup.

The following link is to a setup help guide which may also help if you are still having issues: 

https://www.sky.com/help/articles/setting-up-sky-glass-help 

Good luck to both of you 🤞

[Bobcatmctiger]

Thanks for the reply. It still says "oops error" even though I'm signed in. 

[Fothergill1]

@Bobcatmctiger Seeing as that didn't help I would contact Sky tomorrow to seek their advise or if you prefer I can escalate your post to the Community Messaging Team who will send you an invitation for an online chat.  Let me know if you want me to escalate it 😀

[Bobcatmctiger]

Hi, thanks for the reply again.

Yeah, please escalate. thank you.  I'll contact them tomorrow anyway as a matter of course. 👍🏻

[Fothergill1]

@BobcatmctigerIf you do speak to Sky and they resolve the issue for you please acknowledge the chat invitation when you receive it and just let them know you have resolved the matter.  This saves them having to montor the chat.

As requested I have escalated your post to the Sky Community Messaging Team who will send you an invitation for an online chat.

The link below explains how the procedure works

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

Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum (you will need to refresh your browser from time to time until you see the chat bubble). When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed.  Note replies from Sky are not instant so you will need to regularly check the chat thread.

Good luck and good night 👍

[Nav78621]

Thanks for the link.  I tried it but I still get the same error message!  I know my password is correct as I changed it and I can login! 

[Fothergill1]

@Nav78621 I would suggest you call Sky in the morning for their advice.  You can either phone  them or I can escalate your post to the Community Messaging Team who will send you an invitation for an online chat.  Let me know if you want me to escalate it.

[f1nerd21]

I'm also unable to link my account having phoned sky they just said reset the puck and hold the power button etc still no luck and when attempting to put the code to link the account just says try again later 😡please someone help 

[Bobcatmctiger · Accepted solution]

I spoke to Sky this morning, I managed to link the main puck to the account. However, I only managed to do this via the My Sky app and the product settings>Stream pucks option. There was a "add device" option at the bottom of the page, which in turn allowed me to add the code.

Sky advised - I was only able to do this because I had the whole room add on installed. 

Hope this helps .

[Fothergill1]

@Bobcatmctiger Thanks for posting back with the solution, I wish more people would do so.  Hopefully this will also help @Nav78621 and @f1nerd21 to fix their issue.

[Bobcatmctiger]

They also made sure, my account email and correspondence email were exactly the same. I had mine set on two different emails, this can cause confusion. 

The emails can be changed within the My Sky app as well. 👍🏻

[Nav78621]

I had the same issue!  We were trying to activate the Puck with a secondary email address which doesn't work!  It must be done with the primary email.  It took a while to sync, but all sorted now!

Thanks to everyone for there input here!

It  would save the support desk and sky helpline a tonne of time if they make this clear in all documentation!  🤔

[Fothergill1]

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@Nav78621 wrote:

It  would save the support desk and sky helpline a tonne of time if they make this clear in all documentation!  🤔

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@Nav78621 Fully agree.

Good to hear that you are now up and running 😀