topic Re: Cannot access Discovery and Paramount + in Sky Stream

Cannot access Discovery and Paramount +

Bilbao2005 — Sun, 21 Jan 2024 13:36:56 GMT

Signed up to Sky Stream and the boxes arrived last week. Set up was very straightforward. However l am having problems with Discovery+ & Paramount+. when I try to access My Sky on the homescreen. I get an error, see below, can someone help please?

"We'll be back soon.

Something went wrong but we're working to fix it. Please try again later.

MYSKY_1998"

Re: Cannot access Discovery and Paramount +

Fothergill1 — Sun, 21 Jan 2024 15:18:07 GMT

@Bilbao2005 When moving to Glass/Stream from another Sky product (i.e Sky Q) all your Marketplace subscriptions are cancelled so you have to re-register (see the following link doe details)

https://www.sky.com/help/articles/sky-marketplace-upgrade

You should be able to re-register as follows:

Go to the bottom of the home page and select the following in this order: MySky / your products / (enter your PIN) / App Subscriptions.

Select App subscriptions / Current / and then Paramount + Monthly. Hopefully it will say £0 per month as you have Sky Cinema. If so select Activate subscription.

Also, see the following link:

https://www.sky.com/help/articles/sky-marketplace-subscribe-to-paramount-plus

NB - It is exactly the same procedure if you want to sign up to Discovery +

https://www.sky.com/help/articles/sky-marketplace-subscribe-to-discovery-plus

Good luck 🤞

Re: Cannot access Discovery and Paramount +

Bilbao2005 — Sun, 21 Jan 2024 15:32:33 GMT

Hi @Fothergill1 @

Thanks for the quick response. When I try to access MySky / your products, I get a similar error, this time ending MYSKY_7998.

Also I haven't come from SKY Q, I am brand new to Sky.

Everything else is working fine including Sky Sports and Cinema.

Thanks

Re: Cannot access Discovery and Paramount +

Fothergill1 — Sun, 21 Jan 2024 15:34:08 GMT

@Bilbao2005 Would you like me to escalate your post to the Community Messaging Team who will invite you for an online "Chat"?

Re: Cannot access Discovery and Paramount +

MarkGoldsmith — Sun, 21 Jan 2024 15:47:10 GMT

@Bilbao2005 Have you tried a reboot to see if this clears the error? just unplug the device for a couple of minutes it may help or it may not but worth doing if you haven't already tried it.

Re: Cannot access Discovery and Paramount +

Bilbao2005 — Sun, 21 Jan 2024 16:09:24 GMT

Hi @MarkGoldsmith, I tried switch off, didn't work.

Hi @Fothergill1 , yes I would like to talk to someone if possible.

Thanks.

Re: Cannot access Discovery and Paramount +

Fothergill1 — Sun, 21 Jan 2024 16:26:14 GMT

@Bilbao2005 As requested, to get you some help with this I have escalated your post to the Sky Community Messaging Team who will send you an invitation for an online chat.

The link below explains how the procedure works

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

Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum (you will need to refresh your browser from time to time until you see the chat bubble). When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed. Note replies from Sky are not instant so you will need to regularly check the chat thread.

Re: Cannot access Discovery and Paramount +

Greenfingers001 — Mon, 22 Jan 2024 09:29:52 GMT

Thanks for escalating this. We’ve sent @Bilbao2005 an invite to chat.

Re: Cannot access Discovery and Paramount +

Bilbao2005 — Mon, 22 Jan 2024 19:48:34 GMT

Hi @Greenfingers001

So I talked to 4 different people this afternoon.

Person 1 by chat thought that the issue was with an old Sky account that was linked to my email address. They asked me to phone a number to discuss.

Person 2 on the above number told me I was talking to the wrong department and transferred me to,

Person 3 who checked my old Sky account and confirmed that it had been closed correctly so this wasn't the issue. They transferred me to,

Person 4 who suggested a software update. This doesn't appear to be working, whenever I switch off and on I lose connection to Sky Broadband. Person 4 is going to phone back this week, they are seemingly escalating the issue.

Service throughout was very friendly, especially Person 4.

Re: Cannot access Discovery and Paramount +

Exiled-in-HH — Tue, 23 Jan 2024 11:33:39 GMT

@Bilbao2005 to which Sky services did you previously subscribe?

Re: Cannot access Discovery and Paramount +

Bilbao2005 — Tue, 23 Jan 2024 17:19:39 GMT

Hi @Exiled-in-HH

I had a Sky dish with some sort of entertainment package + sports and cinema. I didn't bother with Sky Q at the time because I had a Roku box.

Thanks.