On Demand not working - asking to upgrade subscription

[Lezza1986]

We are new to Sky and are fairly certain we have On Demand and Box Sets included I. Our subscription. However, on selection a show this afternoon a message appears on screen informing us we need to upgrade to use this service. Having looked through the forum, this seems to be a very common issue but there doesn't seem to be a clear way to resolve.

We have tried powering the box right down and back up, pairing our viewing card and changing our viewing format to SD.

Any other advice?

[Daniel0210]

@Lezza1986 
I’ve escalated your post to Sky and they may get in touch with you later.

Look out for an email and also a blue/red speech bubble on the bottom of your forum page. Once that speech bubble appears you only have 48 hours to instigate the private chat or it will close automatically so don’t miss this opportunity. Also if you fail to respond to each message from sky within 48 hours the chat will automatically close. Replies on the Chat aren’t instant so keep checking the Chat thread regularly.

Please make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.

This link explains how the Chat process works
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Sky will then try to refresh the viewing card which sometimes works first time, sometimes can take several attempts and sometimes it might need to go to a back office team to work on. This link explains https://www.sky.com/help/articles/call-to-upgrade-downloading-on-demand#q-help-articles

[Tom-W19]

Thanks for escalating. We've sent an invite to Lezza1986.

[Lisa-P1987]

Update – Thanks for chatting to us Lezza1986. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks 🙂