topic Re: Subscription issue in Sky Q

Subscription issue

Kazatron — Mon, 18 Nov 2024 12:12:28 GMT

I am unable to access Sky Cinema even though it is part of my package! I am getting the 'you need to upgrade' error message.

I have followed all the steps re updating my

Sky Q box but I still have the same issue.

I have spent hours on the phone to Sky, as they cancelled my TV package, not once, but twice! Each time being told I had cancelled it when I hadn't. Until this happened, I can honestly say I had no issues with Sky in the 19 years I have been a customer! The last 3 days I have had more issues than I care to mention.

Re: Subscription issue

oldfella — Mon, 18 Nov 2024 12:17:26 GMT

@Kazatron wrote:

I am unable to access Sky Cinema even though it is part of my package! I am getting the 'you need to upgrade' error message.

I have followed all the steps re updating my

Sky Q box but I still have the same issue.

I have spent hours on the phone to Sky, as they cancelled my TV package, not once, but twice! Each time being told I had cancelled it when I hadn't. Until this happened, I can honestly say I had no issues with Sky in the 19 years I have been a customer! The last 3 days I have had more issues than I care to mention.

Hi @Kazatron

Have you checked in your Sky package that it still include Sky Cinema.

You can do this in your Q box in the Home menu. Scroll to the bottom and select My Sky

Re: Subscription issue

Kazatron — Mon, 18 Nov 2024 12:35:32 GMT

Yes, I have, thank you. It is part of my new package agreed on Saturday

Re: Subscription issue

oldfella — Mon, 18 Nov 2024 12:37:49 GMT

@Kazatron wrote:

Yes, I have, thank you. It is part of my new package agreed on Saturday

Hi @Kazatron

Try refreshing your Viewing card.
Home - Settings - System info.
Highlight Viewing card number and then select Setup on the right hand side.
Then select Use this option to trigger a callback

No call is actually made but the Viewing card should be refreshed.

Re: Subscription issue

Kazatron — Mon, 18 Nov 2024 13:37:03 GMT

Thank you. I have tried that but it didn't

work unfortunately! 🤷‍♀️

Re: Subscription issue

Paul469 — Fri, 06 Dec 2024 09:54:01 GMT

My contract says sky signature is £28.50 but my email says its £21.50 can you explain why please.

Re: Subscription issue

PandJ2020 — Fri, 06 Dec 2024 10:16:32 GMT

@Paul469 wrote:
My contract says sky signature is £28.50 but my email says its £21.50 can you explain why please.

We're other customers here - we cannot see your account. Is this a new contract, new deal etc?