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06-01-2013 11:53 AM - last edited: 06-01-2013 11:55 AM
When I select a movie from the sky-store I get a message saying:
"You cannot purchase this program, please call 08442 414141 for assistance".
I have opened a case with sky support on 24th Novemeber and still as of today - 6th January, I am still not able to purchase movies on pay as you go - after tens of emails, phone calls and online chats.
Moreover, a few of sky advisors told me that I actually need to have a movie package to purchase movies on pay as you go, and even when i referred them to sky website offering the new service they still insisted they were giving me the right information!
It is a pity that Sky Staff has not been informed about that service and they keep providing wrong information to customers, turning them away from sky store.
back to my problem - the phone line is connected, the internet is connected, Sky staff did the standard tests, run software update on sky box, callbacks, enabled pay as you go, set up credit limit on my box and still nothing.
I can view programmes from catch up tv ok - bbc player etc.
During my last call to Sky - right before Christmas - (after they didn't call me back even though the callbacks were scheduled), the advisor confirmed that she ran all the tests and would need to escalate to a senior technician (yes, that is a month after I reported the problem and wanted to speak to technician). Since then I have been waiting for a call from the senior technician - 2 weeks already.
I have contacted Sky since then on chat and on email a few times asking when that call has been scheduled for or when can it be scheduled for - I am obviously at work most of the time so if I need to be at home for further tests to be done on my box, I would like to make the appointment accordingly. No reply so far for 2 weeks now.
All I wanted was to purchase another service from Sky and pay them more money and ended up wasting hours of my time in phone calls, emails, chats etc and money on calls.
This is not the service I would expect and certainly does not help to retain the customers.
Can anyone help?
14-01-2013 03:30 PM
absolutely the same issue. The phone helpdesk has been absolutely no help whatsoever. This forum is my last hope. Extremely frustrating, and never had any issues with Virgin On Demand at all!!
14-01-2013 03:47 PM
After my post here in forum, a technician called me and run through the tests again and eventually checked the callbacks from my box and said that it is likely that the reason I cannot purchase the movies is because I don't have yet at least 3 unforced callbacks from the box.
I found it a bit surprising as nowhere it says that pay as you go is available only for customers who have been with sky for at least 3 months...
Also, all the other on demand services from other providers dont seem to have such problems.
I have been a customer for 2 years but it appears my box was not making callbacks (not forced by the staff) and overall I only have one so far. So I was told I need to wait at least another 2 months.
So, I will let you know how I get on then - you can ask them to check your callbacks in the meantime.
14-01-2013 04:04 PM
Yes, they finally called me after I posted the message on forum.
Don't know details about the callbacks but apparently it means sky box sending some signal / information to sky. what is the purpose of it - no idea.
14-01-2013 04:50 PM
You might be able to do a call back yourself, information on how to do it can be found half way down this page:
14-01-2013 06:35 PM
I've had exactly the same problem but have just fixed it for myself so hope this works for you too:
press "services" on your remote,
then press 0, 0 , 1
scroll across to "tel settings"
scroll down to tel prefix
then press "save new settings" (green button)
this should start a call back
my screen said "callback in progress"
after 30 secs or so that message disappeared
i then came out of the menu (pressed the sky button i think)
tried to buy a movie in the sky store and i can!!!
hope this works for you
15-01-2013 01:59 PM
20-01-2013 01:47 PM
Thanks for checking.
The issue is still present and I cannot purchase the movies.
You should be able to see the tests the different advisors run on my account, but to sum up these covered checking that the phone line is connected, the internet is connected, running software update on sky box, initiating callbacks, enabling pay as you go, setting up credit limit on my box, running the rebuild etc.
An advisor called me on Monday and said she will try to put a temporary block to call backs to see if that would help resolve the issue. She was due to call me back on Friday between 3 and 4pm to check if that helped and take the block off, if it hasn't. She did not call me as scheduled.
Therefore I need someone to take that block off as it did not resolve the issue.
I was told previously that I would need to have at least 3 self initiated call backs from the box to buy a movie - is that really the case? what is this needed for?
So i was basically told to wait a few months until there are some call backs - though now that the block has been put in place, there wouldn't be any.
21-01-2013 03:48 PM
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