topic Re: “Programme unavailable” in Sky Q

“Programme unavailable”

StevenT_ — Wed, 27 Nov 2024 18:24:34 GMT

I was switched from Sky+ to Sky Q first thing on Monday - Sky Q plus 2 mini boxes. All worked successfully, everything great for 2 days - then today on my minis I see "Programme unavailable " in the mini player and "Please check your subscription entities you..." on all channels. Main Sky Q box has no issues at all - just the minis🤦‍♂️ I can see my recordings, so the mini is definitely talking to the main box - but I can't watch anything.

- all boxes show successful connectivity with each other

- all show working internet and network connections (I can get to 'My Sky' to see details of my package on each one)

I've tried

- rebooting boxes

- resetting network connections

- restarting my router

- 'reactivating' Sky Q on the minis

- 'reactivating' my viewing card on the main box

- updating the software on the minis

I'm stumped - there is no rhyme or reason as to why the minis, in conversation with the Sky Q box, can't see that I have valid subscriptions through my viewing card.

Is there something that can be reset at the Sky end to get my viewing card details to proliferate back out to the mini boxes?

I have to say, 48 hours of normality to be followed by this 'hell' is very frustrating......🤬

Re: “Programme unavailable”

Laing1 — Wed, 27 Nov 2024 18:37:36 GMT

@StevenT_ wrote:

I was switched from Sky+ to Sky Q first thing on Monday - Sky Q plus 2 mini boxes. All worked successfully, everything great for 2 days - then today on my minis I see "Programme unavailable " in the mini player and "Please check your subscription entities you..." on all channels. Main Sky Q box has no issues at all - just the minis🤦‍♂️ I can see my recordings, so the mini is definitely talking to the main box - but I can't watch anything.

- all boxes show successful connectivity with each other

- all show working internet and network connections (I can get to 'My Sky' to see details of my package on each one)

I've tried

- rebooting boxes

- resetting network connections

- restarting my router

- 'reactivating' Sky Q on the minis

- 'reactivating' my viewing card on the main box

- updating the software on the minis

I'm stumped - there is no rhyme or reason as to why the minis, in conversation with the Sky Q box, can't see that I have valid subscriptions through my viewing card.

Is there something that can be reset at the Sky end to get my viewing card details to proliferate back out to the mini boxes?

I have to say, 48 hours of normality to be followed by this 'hell' is very frustrating......🤬

@StevenT_ I know you have tried - 'reactivating' Sky Q on the minis when you lookon your main Q box in settings status does it have a tick against Watch on Sky Q mini box

Re: “Programme unavailable”

StevenT_ — Wed, 27 Nov 2024 18:40:18 GMT

I can even kick downloads off - I just can't watch them 🤷🏼‍♂️

Re: “Programme unavailable”

StevenT_ — Wed, 27 Nov 2024 18:53:39 GMT

@Laing1 Yes, it does

Re: “Programme unavailable”

Laing1 — Wed, 27 Nov 2024 20:34:56 GMT

@StevenT_ wrote:

@Laing1 Yes, it does

@StevenT_ I have escalated this to sky

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The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: “Programme unavailable”

StevenT_ — Wed, 27 Nov 2024 20:46:51 GMT

@Laing1 thank you

Re: “Programme unavailable”

Greenfingers001 — Thu, 28 Nov 2024 11:36:27 GMT

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

Re: “Programme unavailable”

StevenT_ — Sun, 08 Dec 2024 14:34:35 GMT

Problem finally resolved today - it seems that my Viewing Card number was not updated and showed an older one, Sky had to remedy that so they could re-enable my viewing entitlements.