topic Re: Sky+ subscription or box issue in Sky+

Sky+ subscription or box issue

stuart+l23 — Tue, 16 Jan 2024 20:16:23 GMT

I have just been helping an elderly neighbour that uses Sky+. He's now not able to record, and the box is acting as if he doesn't have a current subscription. Logged into his account and is all paid up and fine.
Rang Sky with him and the rep tried to claim Sky+ boxes are going out of service and he needs to upgrade to SkyQ for an extra cost.

This sounded like **bleep**, but having updated the Sky+ box software am out of ideas. I'm not too familiar with Sky stuff but can work my way around a menu. Internet connection is live.

Suggestions?

Re: Sky+ subscription or box issue

caesarome — Tue, 16 Jan 2024 20:21:15 GMT

What happens when he tries to record something, what does the onscreen message say ?

Re: Sky+ subscription or box issue

GD1 — Tue, 16 Jan 2024 20:36:29 GMT

@stuart+l23 Sky + boxes are no longer supported so Sky are wanting customers to move to Sky Q.

What is the actual neesga ethe box gic=ves when trying to record or indeed plaback anything recorded?

Re: Sky+ subscription or box issue

stuart+l23 — Tue, 16 Jan 2024 20:28:31 GMT

Thanks for the responses

I don't have the notes here with me, but it was along the lines of "to record you need to have a Sky subscription". Hence me checking he hadn't missed a payment or anything. The rep said his account was in good order.

There was an issue with his Sky app not showing billing and product information, but once I'd linked with his Sky ID that was fine, and on the online account too. That didn't resolve the box issue though.

Re: Sky+ subscription or box issue

Annie+UK — Tue, 16 Jan 2024 20:34:26 GMT

Try a Planner Rebuild

See question Q02 in my Sky Plus F⋅A⋅Q

Re: Sky+ subscription or box issue

stuart+l23 — Tue, 16 Jan 2024 20:36:21 GMT

The Planner seemed OK, I helped him tidy up old recordings and cleared out the schedular as there was lots of stuff in there he didn't want. Does that suggest the Planner is OK, or could still need rebuilding?

Re: Sky+ subscription or box issue

Mark39 — Tue, 16 Jan 2024 20:43:49 GMT

It's still worth a try and it's not destructive so there's no harm. A Rebuild can fix all manner of issues.

Re: Sky+ subscription or box issue

Exiled-in-HH — Wed, 17 Jan 2024 08:19:14 GMT

Does your neighbour switch off the Sky+ HD box at night?

Is it a Sky+ or Sky+ HD box?

Re: Sky+ subscription or box issue

stuart+l23 — Thu, 18 Jan 2024 13:14:10 GMT

I will double-check on the HD.

Not usually, but he had it turned off for several weeks while on holday, and I believe this issue started when he came back and turned it on.

Re: Sky+ subscription or box issue

Annie+UK — Thu, 18 Jan 2024 13:23:44 GMT

@stuart+l23 wrote:

I will double-check on the HD.

Not usually, but he had it turned off for several weeks while on holday, and I believe this issue started when he came back and turned it on.

The veiwing card might need re-pairing to the box

Try performing a New Install

See question Q21 in my Sky Plus F⋅A⋅Q

Re: Sky+ subscription or box issue

stuart+l23 — Fri, 26 Jan 2024 20:33:04 GMT

He tried the Planner rebuild and the New Install. Neither helped sadly. Any other thoughts anyone?

Re: Sky+ subscription or box issue

Annie+UK — Fri, 26 Jan 2024 20:36:18 GMT

Phone Sky and have them pair the card remotely, if that fails a new card may be required