Returning customer sky Q subscription upgrade fault

[bagel123456]

I received my Sky Q box on Tuesday 13th July. I have the full package to get Sky Cinema and UHD etc. Since installing box if I access any service that requires downloading I get the " to use this service, you need to upgrade your subscription". Lots of calls rebuilding box the issue is still there. Sunday 18th they finally are admitting that this a widespread issue. There is an update on their intranet but not stating it on the external customer facing pages. 
Sky customer relationship management at its best.

No idea when the issue will be fixed and they have wasted so much of my time in trying all sorts of work arounds. Good job I am still in the cooling off period and can tell them to take it all back!!!

they are very happy to take new customers money and not provide the service that is contracted for. 

[bob1234]

@bagel123456In this instance the cooling off period does not matter as Sky is not providing the service they are contracted to do.

[Rhonny]

@bagel123456

There is an issue with new customers, mainly, not being able to download. It can sometimes be solved however by them sending a refreshed signal to your viewing card (that's what their script is advising them to do too, so they should have tried that with you?).

If not, then I don't know when it will be resolved as this has been going on for a month or two now.

Do you have the HD pack? 

[bagel123456]

Hi thanks for this but that was one of the many things they have tried to fix it. 

I have heard that if they actually physically re-enter the viewing card number in the system that this has provided a fix for some customers. ( not re-signal ) 

According to the Sky call handler that department is now refusing to do that, as it is not there fault as issue is caused by another department (to be determined )

maybe they should change the name of Sky Q to Sky S or C. Am sure you can guess what they stand for. 

[bagel123456]

Problem sorted now can download. 

solution for me was

viewing card cancelled. ( you get Freeview channels with out it )

new viewing card delivered 24 hrs later still had the issue. 

called by sky tech support on Wednesday. Viewing cars rebuilt and signals sent. No immediate fix but later that afternoon it all started to work.

hopefully this is a perm solution. Sky still working on solution for all the customers affected.