topic Re: New User, No Box Sets Access in Archive

New User, No Box Sets Access

Backflipboy — Fri, 25 Mar 2022 13:54:39 GMT

Had Sky installed yesterday, Sky Signature, UHD & HD packs with the 1tb box.

Can watch Sky Max etc in SD and HD but can't watch ANY box sets or download in SD, HD or UHD, says I need to subscribe ???

Can watch and download via Sky Go app, but can't download to the Sky Box via the app, have followed various advice from the help pages and online forums, changing resolutions, callback via viewing card etc .....

Have Amazon Prime, Netflix and Disney + and can watch anything in UHD

TV is a Samsung Q90R with BB supplied by VM (320MB) via Devolvo sockets

Any ideas ???, is it a bug at Sky's end

Re: New User, No Box Sets Access

nigea99 — Fri, 25 Mar 2022 14:03:48 GMT

Hi @Backflipboy

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

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: New User, No Box Sets Access

sandrarob99 — Fri, 25 Mar 2022 15:12:16 GMT

we had Sky Q installed yesterday and cannot down load the catch up TV, engineer tried to solve it but was told it would be fixed last night. today it is still not working !!

did not expect thiskind of agro , tlephoned i your automated machine wanted to cancel our account!! your live chat just wanted to book an engineer, wheni clciked ont he link i was told i did not have an account!!

HELP!!!

Re: New User, No Box Sets Access

nigea99 — Fri, 25 Mar 2022 15:16:19 GMT

hi @sandrarob99

I have also escalated your post to SKY - please see my response earlier regarding the escalation process

Re: New User, No Box Sets Access

sandrarob99 — Fri, 25 Mar 2022 15:21:26 GMT

@nigea99 thankyou

Re: New User, No Box Sets Access

Greenfingers001 — Sat, 26 Mar 2022 10:37:34 GMT

Thanks for escalating these, invites to chat have been sent 🙂

Re: New User, No Box Sets Access

Backflipboy — Sat, 26 Mar 2022 13:20:26 GMT

@nigea99

Spoke to Sky, all sorted within 5 minutes, thanks for your input 👍

Re: New User, No Box Sets Access

just4funleisurewe — Mon, 28 Mar 2022 16:44:35 GMT

glad you are sorted, we have not heard from anybody yet 😞

Re: New User, No Box Sets Access

sandrarob99 — Mon, 28 Mar 2022 16:53:12 GMT

@Greenfingers001 ignore the above msg, wrong log in, we have not heard from anyone, when we had sky Q installed the engineer told us it would be sorted out overnight, that was 4 days ago, i am not impressed paying for something i can not use 😢

Re: New User, No Box Sets Access

FTBBCVoodoo — Mon, 28 Mar 2022 19:04:06 GMT

We have the same issue 😞

Sky Q and Sky Q mini installed.

All subscriptions minus Kids.

Both boxes showing connected to Virgin Fibre

No catchup, on demand or box sets working although work via app on phone, laptop and Xbox.

Rebooted router and all that jazz. Still no joy 😞

Re: New User, No Box Sets Access

nigea99 — Mon, 28 Mar 2022 19:10:58 GMT

Hi @FTBBCVoodoo

I have escalated you post to SKY also 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

As mentioned in my other posts, 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: New User, No Box Sets Access

Raider999 — Mon, 28 Mar 2022 19:11:55 GMT

These problems have been well known for months yet Sky seem unable to resolve them.

rather pathetic IMO - as the problem is widespread, perhaps Sky should call each new customer after the installation and sort out any problems.

relying on customers to try to ruing and complain is not good enough when it is nearly impossible to get an answer to a phone call. The 'invitation to chat' is not that great a service either.

Re: New User, No Box Sets Access

nigea99 — Mon, 28 Mar 2022 19:21:55 GMT

@Raider999 wrote:

These problems have been well known for months yet Sky seem unable to resolve them.

rather pathetic IMO - as the problem is widespread, perhaps Sky should call each new customer after the installation and sort out any problems.

relying on customers to try to ruing and complain is not good enough when it is nearly impossible to get an answer to a phone call. The 'invitation to chat' is not that great a service either.

To be fair to Sky I think part of the problem is that, in reality, it affects only a tiny proportion of customers - although we see a steady trickle here the vast majority of new customers don't get problems

Having worked in IT myself I know that intermittent problems can often be very hard to track down

It would be absolutely great if it could get sorted but at least those that do come here can get a little help - although I think we can all say it shouldn't be needed and can be cumbersome / time consuming & very frustrating for the (often) new customers that are affected

Re: New User, No Box Sets Access

caesarome — Mon, 28 Mar 2022 19:23:37 GMT

@sandrarob99 wrote:

we have not heard from anyone,

@sandrarob99

You were sent a chat invite back on the 25th as per what you can see in the image here so did you not respond to it:

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

Re: New User, No Box Sets Access

Greenfingers001 — Tue, 29 Mar 2022 08:05:40 GMT

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

Re: New User, No Box Sets Access

Mr+Flibbles+86 — Tue, 29 Mar 2022 13:12:35 GMT

Update - This issue has been resolved for @sandrarob99 on a private chat by updating the default download format to SD

Re: New User, No Box Sets Access

sandrarob99 — Tue, 29 Mar 2022 15:36:40 GMT

easliy & quickly resolved, excellent, thankyou

Re: New User, No Box Sets Access

CarrickBoy — Wed, 13 Apr 2022 08:26:41 GMT

I'm back here again!

Installed Sky Q signature on Mar 22nd with no iPlayer app, no catch up/on demand and no box set access.

10 days later it was all there but now box sets have gone again!

I was promised after all the hassle last time someone would look at some goodwill compensation but the chat was summarily ended - maybe they knew I'd be back again!

Help!