topic All subscription channels no longer working. in Sky Q

All subscription channels no longer working.

Pakman17 — Thu, 01 Jun 2023 16:37:19 GMT

As of Monday evening, none of my subscription channels are working, each with the message 'You need to upgrade'.

I have spoken to a number of agents who have attempted to resend the signal etc with each saying to wait up to 4 hours, attempted and failed to work 3 times.

All agents have confirmed my subscriptions are all showing as active.

One agent also asked to reset the box via the 001 menu, again still no luck. The box has also had the software updated.

A manager was supposed to call me back on Wednesday but never did, and now i have to wait until next Thursday for an engineer.

Has anyone else come across this issue before? all the agents were adament the viewing card is ok, they finally decided to send a new one out but it probably won't get here until the day the engineer comes anyway.

Are there any other teams that could look in to this? other than just the normal customer service agents? or does anyone have any other methods i can try from my side?

Thanks.

Re: All subscription channels no longer working.

oj01 — Thu, 01 Jun 2023 21:00:23 GMT

@Pakman17 Now that a new viewing card has been issued, the existing one will have been canceled. So, nothing you try now will work as you, affectively, have no viewing card.

Re: All subscription channels no longer working.

Pakman17 — Fri, 02 Jun 2023 07:14:16 GMT

Hi @oj01 - The viewing card did appear to deactivate when they offered to send one out but i think they may have cancelled the order as the message to say it is deactivated has cleared and i can get on to the apps etc on the Sky Q box again (i couldn't whilst the message was showing).

I did ask them if the engineer would bring their own card because if they sent one out, it wouldn't get here before the engineer now and i wouldn't be able to access the apps or anything until then either, so i guess they decided there was no point sending out a new card and just wait for the engineer.