Sky+ HD box - Failed recording: subscription needed

[JM5555]

My Sky+HD box has worked fine for a long time, and I've never had a problem downloading TV shows or films (I have a full subscription to all channels). In the last month, I have suddenly stopped being able to download anything from on Demand or Sky Cinema / Sky Store etc. Whenever I try I get a message saying "Failed recording: Subscription needed".  (I can still record scheduled TV shows or films).
Can anyone help with this? Is it the box?

[AimeeLou031]

@JM5555 - Is your Broadband working OK? How is your Sky+HD Box connected to your Broadband?

Come back & let me know.

[JM5555]

Yes our broadband is working perfectly. The Sky box is connected directly into the broadband via an Ethernet cable 

[caesarome]

Have you placed an order for Sky Q ?

Also try pairing the viewing card to the box:

https://www.sky.com/help/home/sky-tv/sky-tv-plus/viewing-card/diagnostics/sky-viewing-card/activate-...

[JM5555]

I'm not interested in Sky Q, and my viewing card works fine. 

[AimeeLou031]

@JM5555 - Check your network settings:

Press Services on your Sky Remote

Select Settings

Then select Network

Then what do you see on your screen? Do you see 3 boxes or a list?

[JM5555]

It's a list, with connections showing as OK, and a valid IP address

[AimeeLou031]

@JM5555 - Let's reboot your Sky Box & Router:

Press the Standby button on your Sky Remote

Switch off your Sky Box at the mains

Check that the power light on the front of your Sky Box is off before proceeding

Switch off your router at the mains

Check that the lights on the router are off

Make sure that the ethernet cable between your Sky+HD Box & your router is firmly connected & hasn't become loose

Switch on your router at the mains. It may take your router a few minutes to reboot

Make sure the power & internet lights are on when the router has rebooted

Switch your Sky+HD Box back on at the mains

The power light will display as amber/red while the Sky+HD Box powers up. This could take up to 4 minutes

After 4 minutes, press the Sky button on your Sky Remote

The power light will turn green when the Sky+HD Box is ready. You may see a message before viewing resumes on Channel 998

Let me know how you get on.

[JM5555]

Tried and it didn't work / make any difference. I still get the same result whe I try to download. 
(I have tried that a number of times in the past)

[AimeeLou031]

@JM5555 - I didn't realise that you had tried those steps previously as it wasn't mentioned in any of your posts. I have escalated this to Sky as the next step would be a Service Call. They should be in contact with you soon. Look out for an email from us & a private message.

Take care.

[JM5555]

Ok great, thanks 

[jay9]

I am having the exact same problem. New to sky and cant get through to anyone on the phone becasue of covid. Can you explain how you fixed this please? @JM5555 

[Annie+UK]

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@jay9 wrote:

I am having the exact same problem. New to sky and cant get through to anyone on the phone becasue of covid. Can you explain how you fixed this please? @JM5555 

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Just ignore any COVID messages and stay on the line

[Mark39]

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@jay9 wrote:

I am having the exact same problem. New to sky and cant get through to anyone on the phone becasue of covid. Can you explain how you fixed this please? @JM5555 

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Sky are taking calls from any customer. Disregard the covid message and wait on the line.

[JM5555]

Hi @jay9,

As the others have said, it's probably worth persisting with trying to speak to someone at Sky on the phone. The route I took was to post my issue on here; I had a response from a Sky customer service person, and having tried various steps to resolve the issue, they then finally contacted me via chat, and arranged for an engineer to visit my house to replace my box with a new one. Problems all solved now!
Good luck - hope you get your issue sorted very soon