moving house but subscription has stopped working

[SarahWatson1]

I’m moving to pucks when I move house in a few weeks (I organised this through a rep at a booth in my local town) I’m still on my old subscription and plan but now I can’t see movies, kids, sports or recordings. This only happened today. On my sky go app it shows these are 'already yours' and I'm still paying for them but it's stopped showing on the tv. Does anyone know why it would have stopped working now?

[GD1]

@SarahWatson1  1st try rebooting the Glass TV/Pucks to see if the channels reappear, if not it will be  acall to sky to resolve it.

[SarahWatson1]

It is a sky Q box that I've had for 5 years. I've recently purchased the pucks for my new home so haven't even opened them yet. I am trying the reboot to see if that works. Thanks

[SarahWatson1]

That didn't work

[SKY1992bf]

@SarahWatson1  How long have you had the pucks 

they automatically activate 14 days after delivery regardless of whether you are ready to activate them or not and then this automatically triggers the cancellation of your Q service regardless of your current situation 

[SarahWatson1]

18th December so that's probably why but the rep informed me that this wouldnt activate until I plug them in! Thanks just annoying it's happened 2 weeks before I'm due to move! 

[MarkGoldsmith · Accepted solution]

Yeah the rep was wrong and told you incorrect information unfortunately.

The pucks do activate when you plug them in but Sky also have an auto-activation 14 days after the date of delivery.

[Exiled-in-HH]

@SarahWatson1  do you still have have an active router connected to the internet?

You can start using your Sky Streaming Pucks as your Sky Q service is now deactivated?

[SarahWatson1]

I didn't want to change over before my move. I will survive until then it's just inconvenient.

[Exiled-in-HH]

You should start using your Sky Pucks before the end of your cooling off period🤔