topic Re: Sky Q Box sets. in Archive

Sky Q Box sets.

Petlover — Wed, 16 Feb 2022 14:51:56 GMT

Hi I got the sky Q installed yesterday and I also have been getting the Upgrade message when trying to watch/download any boxsets. I have subscribed to the UHD and the ultimate package. I have also tried to reset my viewing card as well to no avail. What fixes have people tried to get this working any help will.be greatly appreciated.

Re: Sky Q Box sets.

nigea99 — Wed, 16 Feb 2022 14:56:08 GMT

hi @Petlover

Unfortunately there is a bug at SKY's end which is affecting some new customers when trying to download.

I have escalated your post to SKY who, hopefully, will be in touch.

Please see this link re the escalation and what you might see:

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

I believe they try to refresh the card which sometimes works first time but I think it can take several attempts and even then sometimes it needs some other background process

Re: Sky Q Box sets.

bob1234 — Wed, 16 Feb 2022 14:56:41 GMT

@nigea99Snap

Re: Sky Q Box sets.

Petlover — Wed, 16 Feb 2022 14:59:30 GMT

@nigea99 Thank you.

Re: Sky Q Box sets.

Tom-W19 — Thu, 17 Feb 2022 14:44:41 GMT

Thanks for escalating. We've sent an invite to Petlover.

Re: Sky Q Box sets.

Tom-W19 — Thu, 17 Feb 2022 16:59:12 GMT

After speaking with Petlover we paired the viewing card and refreshed the subscriptions which resolved the issue.

It was a pleasure speaking with you Petlover.

Re: Sky Q Box sets.

Petlover — Thu, 17 Feb 2022 17:05:15 GMT

Thank you for your help today.

Re: Sky Q Box sets.

Racy1981 — Sun, 20 Feb 2022 08:43:36 GMT

I had Sky signature UHD installed Friday and it says I need to upgrade to watch box sets. Was told this was part of my package so not too happy!
I've tried to refresh the viewing card as someone else suggested but this hasn't worked.
any advice??

Re: Sky Q Box sets.

nigea99 — Sun, 20 Feb 2022 09:07:27 GMT

@Racy1981 wrote:

I had Sky signature UHD installed Friday and it says I need to upgrade to watch box sets. Was told this was part of my package so not too happy!
I've tried to refresh the viewing card as someone else suggested but this hasn't worked.
any advice??

hi @Racy1981

Sorry that you also seem to be suffering froma bug at SKY's end which is affecting some new customers when trying to download.

I have escalated your post to SKY who, hopefully, will be in touch.

Please see this link re the escalation and what you might see:

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

I believe they try to refresh the card which sometimes works first time but I think it can take several attempts and even then sometimes it needs some other background process

Re: Sky Q Box sets.

Greenfingers001 — Sun, 20 Feb 2022 10:46:45 GMT

Thank you for escalating this. We have now sent an invite to chat 🙂

Re: Sky Q Box sets.

Racy1981 — Sun, 20 Feb 2022 11:10:08 GMT

Where will I find this invite

Re: Sky Q Box sets.

nigea99 — Sun, 20 Feb 2022 11:21:33 GMT

@Racy1981 wrote:

Where will I find this invite

The chat bubble should appear at the bottom left I believe (see the link earlier)

If you are using Safari I believe you must make sure that 'Hide IP adress' is not checked in settings to be able to see it - if you have difficulty finding that setting then may be try accessing here with another browser

Re: Sky Q Box sets.

Greenfingers001 — Mon, 21 Feb 2022 08:09:37 GMT

deleted

Re: Sky Q Box sets.

Lisa-P1987 — Thu, 24 Feb 2022 14:37:40 GMT

Update – Thanks for chatting to us Racy1981. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks 🙂