topic Re: Sky Cinema issue - paying for something they won't let me watch in Sky Q

Sky Cinema issue - paying for something they won't let me watch

Rob73 — Mon, 30 Oct 2023 13:39:22 GMT

I have a current Sky Cinema subscription, but for the last month everytime I want to watch something it says I need to upgrade. I press the red button and go through the process and when I login with my dteails it says I already have the subscriiption (which I do). So I'm paying for a service that Sky won't supply. To say I'm a bit miffed is putting it mildly.

Anyone know how to fix this?

Re: Sky Cinema issue - paying for something they won't let me watch

nigea99 — Mon, 30 Oct 2023 13:48:59 GMT

@Rob73 wrote:

I have a current Sky Cinema subscription, but for the last month everytime I want to watch something it says I need to upgrade. I press the red button and go through the process and when I login with my dteails it says I already have the subscriiption (which I do). So I'm paying for a service that Sky won't supply. To say I'm a bit miffed is putting it mildly.

Anyone know how to fix this?

hi @Rob73

The first thing to try is to restart your main SKY Q box :

Use the remote to place it into standby mode
Then remove the power to it (either switch off at mains or remove the power plug)
Wait at least 30s
Then re-apply the power & wait for it to fully restart - this may take a few minutes.

If that doesn't cure it then try re-freshing the card :

Main Menu -> Settings -> System Info scroll across to the viewing card & click on 'setup'

Then click on the button (the whole message) which ends 'Use this option to trigger a callback'

This isn't a call back as such but initiates a refresh of the viewing card

If that doesn't get you working (although give it time to work) let us know & we can try escalating to a support team here

Re: Sky Cinema issue - paying for something they won't let me watch

Rob73 — Mon, 30 Oct 2023 14:58:27 GMT

I've done a few restarts, but I'll try the card refresh. Will update tomorrow. Thanks

Re: Sky Cinema issue - paying for something they won't let me watch

Rob73 — Tue, 31 Oct 2023 12:22:17 GMT

So tried the callback but I'm still getting the "upgrade here" message. I'm definitely subbed (see screenshot attached)

Re: Sky Cinema issue - paying for something they won't let me watch

nigea99 — Tue, 31 Oct 2023 12:29:33 GMT

hi @Rob73

Sorry that the 'Callback' did not work for you.

I have escalated your post to a SKY support team, who, hopefully, will be in touch.

Please see this link re the escalation and what you might see:
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

If you are using Safari I believe you must make sure that 'Hide IP address' 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: Sky Cinema issue - paying for something they won't let me watch

Addie15 — Tue, 31 Oct 2023 12:38:41 GMT

Hi there! Thank you for escalating this. We have sent an invite to Rob73.

Re: Sky Cinema issue - paying for something they won't let me watch

Mr+Flibbles+86 — Thu, 02 Nov 2023 13:01:56 GMT

We are still looking to help you. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks