Download asking for subscription

[Mabel17]

We had sky installed yesterday, broadband installed last week which is working perfectly. I have just tried to download and it says i need to upgrade subscription, we have a UHD package with cinema so entiltled to be able to download immediately. Is there something that may have been missed during set up or a work around as we have nothing to upgrade. Thanks

[nigea99]

hi @Mabel17 ,

unfortunately a few new customers are finding this. 

I think there is a bug at SKY's end with the initial authorisation process  which means they need to tweak something for you to be able to download - not quite sure what but it something to do with accounts and authorisations and getting these to the cards on the boxes. 

I am afarid you will need to call SKY and get them to look into this and mention it is a known problem - I think a few advisors aren't fully up to speed,.

[Chrisee]

@Mabel17 actually @Mabel17 Sky are aware of the issue @nigea99 mentions and are running a routine to sort it so your downloads may well work later today. If it doesnt give Sky a call and they should sort it for you.

[Rhonny]

@Mabel17

Just to note that the UHD pack doesn't give you HD. Are you potentially trying to download HD content without the HD pack? 

[Mabel17]

Thanks @Rhonny - I have just doubled check and we do have the HD option, but have changed the setting to SD and still no luck! Will give them a call. Thanks

[Rhonny]

@Mabel17

Okay, then it is the bug that plagues new users at the moment. Hopefully they can refresh the signal to the viewing card and all will be well.