topic Re: Francis in Archive

Francis

Barniebob — Thu, 07 Apr 2022 06:15:30 GMT

I've paid my bill, it was a tad late, now I keep having, need to up grade subscription when I want to down load a tv program. I have upgraded. Ages ago. Followed everything on line. I'm fed up off waiting on the phone as that takes too much time to find number. It's easier to get to meet the queen

Re: Francis

NickNewark — Thu, 07 Apr 2022 06:30:38 GMT

Deleted.

Re: Francis

Daniel0210 — Thu, 07 Apr 2022 06:42:07 GMT

@Barniebob
There’s a known bug regarding this, and it sometimes affects customers previously restricted who have paid up and been reconnected.

Do you have the HD add on? If not please try changing the default download preference from HD to SD in
Main Menu > Settings > Setup > Preferences

If you do have the HD add on or the above does not fix the issue post again on here so we can escalate your post to Sky. Sky will then try to refresh the viewing card which sometimes works first time, sometimes can take several attempts and sometimes it might need to go to a back office team to work on. This link explains https://www.sky.com/help/articles/call-to-upgrade-downloading-on-demand#q-help-articles

Re: Francis

Barniebob — Thu, 07 Apr 2022 06:56:30 GMT

hi thanks for that. We have hD and UHD and have tried that solution and it's doesn't work. ProbBly needs a reset. Many thanks

Deb

Re: Francis

Daniel0210 — Thu, 07 Apr 2022 06:57:46 GMT

@Barniebob
I’ve escalated your post to Sky and they may get in touch with you later or tomorrow.

Look out for an email and also a blue/red speech bubble on the bottom left of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically so don’t miss this opportunity. Also if you fail to respond to each message from Sky within 48 hours the chat will automatically close. Replies on the chat aren’t instant so keep checking the chat thread regularly.

Please make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.

This link explains how the process works
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Francis

Mr+Flibbles+86 — Thu, 07 Apr 2022 10:13:22 GMT

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