topic Re: Discovery + upgrade to watch in Sky Q

Discovery + upgrade to watch

Ray1935 — Wed, 03 Apr 2024 10:06:16 GMT

I have SkyQ and the Discovery+ channel always states Upgrade to watch, for every programme. I think my Sky account needs to be reset so I can use Sky subscription.

Ray

Re: Discovery + upgrade to watch

oldfella — Wed, 03 Apr 2024 10:43:18 GMT

@Ray1935 wrote:

I have SkyQ and the Discovery+ channel always states Upgrade to watch, for every programme. I think my Sky account needs to be reset so I can use Sky subscription.

Ray

Hi @Ray1935

See following help

Getting asked to upgrade your pass?

Don't forget to activate your discovery+ account once you've signed up. You won't be able to log in to the app until you've done this, and might see a message asking you to upgrade your pass. Make sure you've followed all the instruction steps on our Subscribe to discovery+ article.

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

Re: Discovery + upgrade to watch

Ray1935 — Wed, 03 Apr 2024 16:12:41 GMT

Hi,

I have done that multiple times, but still I get the same message in Discovery + programme when I want to watch the programme. The Sky subscription message does not appear when I try to subscribe, that Sky subscription message does not appear.

How is my account reset, do I need to do anything or does Sky have to do the reset?

Thanks for your help

Ray

Re: Discovery + upgrade to watch

oldfella — Wed, 03 Apr 2024 17:04:46 GMT

@Ray1935 wrote:

Hi,

I have done that multiple times, but still I get the same message in Discovery + programme when I want to watch the programme. The Sky subscription message does not appear when I try to subscribe, that Sky subscription message does not appear.

How is my account reset, do I need to do anything or does Sky have to do the reset?

Thanks for your help

Ray

Hi @Ray1935

If the following screen does not appear then it's likely that you have not correctly subscribed through Sky Marketplace.

Failing this then you need to contact Sky.

Re: Discovery + upgrade to watch

Ray1935 — Wed, 03 Apr 2024 17:11:01 GMT

Hi Oldfella 😂,

thanks for your reply. I have been trying to speak with Sky for weeks but I cannot speak with a human, that's why I an trying in this community. Can you confirm the best cintact for Sky - phone and/or email so I can get this issue resolved.

Many Thanks

Ray.

Re: Discovery + upgrade to watch

oldfella — Wed, 03 Apr 2024 17:27:20 GMT

@Ray1935 wrote:

Hi Oldfella 😂,

thanks for your reply. I have been trying to speak with Sky for weeks but I cannot speak with a human, that's why I an trying in this community. Can you confirm the best cintact for Sky - phone and/or email so I can get this issue resolved.

Many Thanks

Ray.

Hi @Ray1935

To contact Sky
Select Need more help
at the bottom of the following link and this will lead to a phone contact.
Ignore all automated messages and wait for an agent
https://www.sky.com/help/home

Re: Discovery + upgrade to watch

Ray1935 — Wed, 03 Apr 2024 18:09:48 GMT

Thanks for the guidance. I willgive them a call.

Cheers

Ray

Re: Discovery + upgrade to watch

chris_cole — Thu, 04 Apr 2024 15:09:46 GMT

Hi all,

I had exactly the same issue with every sky channel when trying to download. I managed to speak to a Sky advisor and between us we worked out that in Settings - Preferences the On Demand default download format had been set to HD, which we are not subscribed to. Once the setting was changed to SD, we were able to get to the channels.

Re: Discovery + upgrade to watch

Ray1935 — Fri, 05 Apr 2024 07:58:33 GMT

Thanks. The screenshot you provided does not appear for me 😡, which I expected countless times. I will need to speak with Sky engineer, not Discovery+ engineer, to resolve this issue, right?

Hopefully I can get the issue resolved.

Cheers

Ray.

Re: Discovery + upgrade to watch

chris_cole — Fri, 05 Apr 2024 08:38:38 GMT

Hi Ray, if your problem is the same as mine was, you are being asked to upgrade because you are trying to download programmes in HD and you are not subscribed to HD. The HD SD choice is a setting which you get to from the settings menu on the SkyQ home page on your tv screen. From

the settings menu, scroll down to preferences, then from that menu you will see the option to choose the default download format. Select SD and it should be OK. If you are an HD subscriber it won't be your problem and you'll have to try something else. Good luck

Re: Discovery + upgrade to watch

Ray+O — Fri, 05 Apr 2024 21:17:50 GMT

Hi Oldfella,

on the phone with Sky support (haha) for over 2 hours, spoke with 8 people repeating the same issue, and doing the same repeated resets, logoff, login etc with each person. Eventually Sky just hung up as they had no idea what to do.

I have no confidence in Sky support, they are useless.

Ray

Re: Discovery + upgrade to watch

jay11111111111111111 — Tue, 09 Apr 2024 21:34:38 GMT

@Ray+O

I have the same problem since December last year. Sky are no help. I have raised about 3 complaints and they just close them without ever getting in contact.

I even had discovery cancel my subscription but still sky cannot reset the discovery account to allow me to re subscribe through the marketplace.

sky just don't care.

Re: Discovery + upgrade to watch

Steevp — Mon, 20 May 2024 20:21:18 GMT

Same here, I was told "It's a known issue we're working in it, to here's nothing I can do".. obvious nonsense. But it got me off the phone which was their intention.

Re: Discovery + upgrade to watch

Ray+O — Mon, 20 May 2024 21:01:21 GMT

@Steevp - that the message I am getting now from Sky support (ha-ha). If it is a known issue then fix it !!! How many of us are paying for Discovery+ but cannot watch any of the programmes. Annoyed.

good luck Steevp .

Re: Discovery + upgrade to watch

Andrew+Boyer — Sun, 11 Aug 2024 16:32:47 GMT

Ever since we switched from Sky Q to Sky Stream we've been unable to watch Discovery Plus, it always asks us to upgrade our pass and when we go to My Sky on Stream and look at.our products it shows we have a Discovery Plus Standard subscription for as long as we have a Sky subscription but there's no box next to it in order to cancel or subscribe.

Basically we're stuck as Sky says it's a Discovery issue and asked us to get them to delete our profile which made no difference whatsoever.

This is ridiculous.

Re: Discovery + upgrade to watch

jay11111111111111111 — Sun, 18 Aug 2024 08:04:58 GMT

I also had discovery delete my account but it does nothing. Sky need to ask discovery to delete it and reset the account some how but sky are to stupid to do this.

Re: Discovery + upgrade to watch

jay11111111111111111 — Tue, 20 Aug 2024 10:41:43 GMT

OK.

So finally have an update from sky:

Okay thanks for confirming that info - it's really helpful. The problem you're having is linked to a wider issue that is under investigation by our Support Teams. There is no fix available currently for this issue, but we are working really hard to resolve it.

I propose that we keep hold of your case here in the Customer Priority team, and we will case manage this issue until resolution - I can't say when that will be however.

This obviously is no help at all considering this has been an issue for about a year.

So I spoke to discovery at the same time. Much more helpful. Still not resolved but at least they are looking into it.

Discovery have taken my email address and my SKY account ID and are going to try and link them back together. In the meantime they have given me 1 months free discovery while they try and sort it for me.

I did this all over the chat on their website.

I will keep an eye on it and see if it gets linked back or if after a month I am back at square one.

Jay

Re: Discovery + upgrade to watch

Ray+O — Tue, 20 Aug 2024 11:30:36 GMT

Good luck 🤞

Re: Discovery + upgrade to watch

jay11111111111111111 — Fri, 20 Sep 2024 14:06:49 GMT

Well latest update.

My free month of Discovery has come to and end. I checked and the accounts are still not linked.

I again went on the chat to Discovery to ask about it and within 5 minutes they had informed me that the issue was still being looked into and no fix had been applied yet.

So as another gesture of goodwill they gave me a further 2 months free Discovery.

I suggest that you get in touch with them and ask if they can re link the Sky and discovery accounts and you might at least get some free months from them.

Sky again closed my complaint without talking to me. I asked them to communicate by email as I can't always answer my phone during the day and guess what, they only tried to call me and never emailed me once.

Jay

Re: Discovery + upgrade to watch

goobershepherd — Thu, 04 Sep 2025 18:10:26 GMT

I've been able to watch discovery plus free through sky for a couple of years, but now I'm getting the upgrade message. If it's a known issue with sky and it's just over a year later, then I can only assume the issue srmtill hasn't been fixed