Unable to watch Boxsets or Catch Up TV

[NotAnExpert01]

Hi, I was a Sky Q customer for 18 months but cancelled my TV subscription back in May which officially ended last week. At the time I took out my original subscription there was no Sky Signiture so I just had Sky Entertainment/Sky Cinema/Box Sets/HD/Sky Kids. At that time I had no issue downloading Catch Up or On Demand content.

Today I setup a new Sky TV subscription. This time opting for the packages Sky Signiture/Ultimate TV/HD/Sky Kids. I was assured that (with the exception to Sky Cinema), my TV subscription would be like for like with my old subscription, however I am no longer able to download any Box Sets or Catch Up TV. Instead I get told that I need to upgrade to do so. I have reset my Sky Q 1TB UHD box and Sky Hub however this is still the case. From reading other threads on this site, I also tried adjusting my preferences to SD rather than HD and attempted to download the Boxsets and Catch-up in SD however I still received the "upgrade" message. 

My connection to the Sky Q box is working correctly and I can access Netflix and other apps through the box so it doesn't seem to be a connection issue.

Does anyone know why this is happening or how I can resolve this issue?

Thank you.

LG HD TV/Sky Q 1TB UHD box/Sky Signiture/Sky Kids/Ultimate TV/Sky HD Pack/Sky Hub/Sky Broadband Superfast/Sky Broadband Boost.

[Rhonny]

@NotAnExpert01

This is currently a frequent (and frustrating) issue for new or returning customers.

You'll need to call Sky and get them to refresh the signal to your viewing card, and/or reset your account, to get it working. This has worked to solve it in most cases, but can't be sorted without a call to Sky it seems. 

[NotAnExpert01]

@Rhonny Thank you for your quick explanation. I will contact Sky in the morning and hopefully sort this out. I was getting worried that I had made a huge mistake when taking out the new subscription.

Thanks again.

[David+Water]

I am having the same problem, I am a new customer as of today. I tried to download a box set to watch later but the message tells me I don't have the required subscription but I do. When I spoke to sky they said to reset the viewing card which I did but it still didn't work. I have been advised by Sky to wait a week and if I still can't get it to work to call again!! 😩 

[nigea99]

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@David+Water wrote:

I am having the same problem, I am a new customer as of today. I tried to download a box set to watch later but the message tells me I don't have the required subscription but I do. When I spoke to sky they said to reset the viewing card which I did but it still didn't work. I have been advised by Sky to wait a week and if I still can't get it to work to call again!! 😩 

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You definitely should not have to wait a week .

There is a known problem and they should refresh your card - although that doesn;t always work and there should be a background process that can take up to 48 hours (maybe longer) to pick up cases that have not worked. 

If it hasn't started working after 48 hours I suggest you do call again to make sure they get your account picked up by the 'clear up' process.

[DrStevil]

At least I now know I'm not alone in this problem - new Sky install yesterday (Signature package with HD and Kids add-ons) and I too have no catch-up, on demand or box sets.
I'm new to Sky so have a couple of questions:
How do I reset/refresh/whatever my viewing card?
How do I phone Sky? I cannot find a phone number anywhere! Just endless online guides sending round in circles

[nigea99]

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@DrStevil wrote:

At least I now know I'm not alone in this problem - new Sky install yesterday (Signature package with HD and Kids add-ons) and I too have no catch-up, on demand or box sets.
I'm new to Sky so have a couple of questions:
How do I reset/refresh/whatever my viewing card?
How do I phone Sky? I cannot find a phone number anywhere! Just endless online guides sending round in circles

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hi @DrStevil sorry to read you are suffering this known problem

You can try refreshing your card - it may work (although probably not in your case) 

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 

For  a contact number click on the Need More Help at the bottom of this page :

https://www.sky.com/help/home

(the number is at the bottom)

[Daniel0210]

@DrStevil You will need to call Sky I'm afraid and get the update. You can contact Sky through this link. The ‘Need More Help’ at the bottom of the page will provide a 0333 phone number.
https://www.sky.com/help/home 
If you have Sky Talk or Sky Mobile you can dial free on 150.

[DrStevil]

Thanks for the help guys, I'll give this a whirl today.
I can't help wondering why, if this is such a common error for new customers, the Sky engineer didn't check for this issue when he came to do the setup.