Sky signature, sky q, on demand not working

[Jrtjoe]

Hi all

Our sky was installed yesterday and all seemed good, however it consistently says we can't access a load of box sets and content. It says we need to upgrade, but I was led to believe Sky Signature included a lot of this? Have they put loads of the on demand service behind a further upgrade?

I've tried the various fixes online (checking if they download in HD/SD etc) but had no luck. 

Thanks!

[nigea99]

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@Jrtjoe wrote:

Hi all

Our sky was installed yesterday and all seemed good, however it consistently says we can't access a load of box sets and content. It says we need to upgrade, but I was led to believe Sky Signature included a lot of this? Have they put loads of the on demand service behind a further upgrade?

I've tried the various fixes online (checking if they download in HD/SD etc) but had no luck. 

Thanks!

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hi @Jrtjoe unfortunately there is a known problem at SKY's end with some new accounts resulting in your problem being unable to download. 

It might sort itself out but I recommend calling SKY to make sure they try the various thing they should do to get you working - quote the known problem with new accounts and downlaods. 

It is known that even after some of their updates it can still need a background update which can take up to 48 hours.

[Jrtjoe]

Ah, interesting! I'll call them when they're next open.. thanks for your help! Is there anything I can try in the meantime- a reset, an update check etc? I'm a sky q novice, admittedly! 

[nigea99]

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@Jrtjoe wrote:

Ah, interesting! I'll call them when they're next open.. thanks for your help! Is there anything I can try in the meantime- a reset, an update check etc? I'm a sky q novice, admittedly! 

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you could try both the following (worth a try I guess) although if it is the known problem these are unlikely to get you working :

1. try re-freshing the card :

   Main Menu -> Settings -> System Info  scroll across to the viewing card & click on 'setup'

   Then click on the button (the whole message) which ends 'Use this option to trigger a callback' 

   This isn't a call back as such but initiates a rfresh of the viewing card - I have no idea how long this takes it could be many hours

2. Power down restart : Use the remote to place it into standby mode

    Then remove the power to it (either switch off at mains or remove the power plug)

    Wait at least 30s

    Then re-apply the power & wait for it to fully restart - this may take a few minutes.

[Jrtjoe]

Tried a restart to no avail but might leave it on the 'callback' thing if it'll take an age and just call them tomorrow. Thanks again! 

[mattyboy19801]

I'm getting the same problem, been over 24 hours now. Have called Sky 3 times, who have reset stuff thier end and still not on demand whatsoever. 

Bit disappointed !!

[Jrtjoe]

I'm out of the house at work all day so can't call them to sort it until this evening. I've been a bit disappointed so far, we had two engineer visits where they didn't bring the right equipment to do the job (despite me speaking to them several times to clarify the type of property, what they'd need etc), they gave me engineer visits months apart and refused to change them so we've been waiting for sky q for 3 months and now half of it isn't working! Very frustrating to be honest. Hope you get yours sorted soon.

[mattyboy19801]

@Jrtjoe 

Don't suppose you use mobile broadband to access on demand ?

I do, and i'm currently reading about the issues now.

[Jrtjoe]

I dont think so? We've just got a regular sky broadband box in our house..