topic SKY + Box problem in Sky+

SKY + Box problem

nigea99 — Tue, 12 Sep 2023 14:40:05 GMT

Placeholder for moving a post

Re: Unable to download on demand content - call to upgrade message

Lee+and+del — Tue, 12 Sep 2023 14:34:55 GMT

This issue has started happening to my box but I am still utilising a Sky + box. First message on my Sky channels is "Press Sky then red button to watch this HD channel or go to sky viewing help.com". On pressing the red button the message is "Interactive Services are not available. Please check your Sky viewing card is inserted and your Sky box is connected to your broadband. For more help visit Sky.com/connection". I cannot get any On Demand or programmes on my planner. I have tried all the re-sets but no joy. On hearing on this forum there may be a bug at Sky's end can it be investigated and rectified? Any advice on what to do next would be welcome, thank you

Re: Unable to download on demand content - call to upgrade message

nigea99 — Tue, 12 Sep 2023 14:43:08 GMT

Hi @Lee+and+del

I have moved your post to the SKy + group - I don't think it is related to the problem that new subscibers with SKY Q get (where you originally posted) although I guess there may be similarities.

The experienced users here will be better placed to advise you

Re: SKY + Box problem

Lee+and+del — Tue, 12 Sep 2023 14:55:32 GMT

Thanks NIigea99 👍

Re: SKY + Box problem

Mark39 — Tue, 12 Sep 2023 15:17:27 GMT

@Lee+and+del is it only programmes in HD that you're unable to download from Catch Up and On Demand? Do SD downloads complete ok?

And, are you able to watch your subscription HD channels such as Sky Atlandtic HD live?

Re: SKY + Box problem

Lee+and+del — Tue, 12 Sep 2023 15:35:36 GMT

Hi Mark39, no it is all On Demand. It says that "You do not have the Sky+ entitlement", however all paid up and multi room works but not on with this viewing card

Re: SKY + Box problem

Mark39 — Tue, 12 Sep 2023 15:40:36 GMT

Ah, OK. Yes, it has been mentioned here before - not a general issue but for those affected, it needs to be reported to Sky to be fixed. If you wish we can ask Sky's messaging team if they can help you here?

Re: SKY + Box problem

Lee+and+del — Tue, 12 Sep 2023 15:57:42 GMT

That would be great Mark39 if you could refer it, thank you 👍🏻

Re: SKY + Box problem

Mark39 — Tue, 12 Sep 2023 16:03:14 GMT

Ok, I've highlighted your post to Sky and a Community adviser may be able to help you via private, online messaging later today or possibly tomorrow. Look out for a blue/red chat 'bubble' towards the bottom of the page. Replies from Sky may not be instant, so check back from time to time for updates.

For the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: SKY + Box problem

Lee+and+del — Tue, 12 Sep 2023 17:33:56 GMT

Thank you Mark39 very much appreciated

Re: Unable to download on demand content - call to upgrade message

Mr+Flibbles+86 — Wed, 13 Sep 2023 08:08:20 GMT

Thanks for escalating this. We’ve sent an invite to chat.

Re: SKY + Box problem

Lee+and+del — Wed, 13 Sep 2023 14:33:12 GMT

Thank Mr Fibbles 86 for escalating. All issues sorted now so thank you for all inputs 👍