You do not have sky+ entitlement

[Kerry.s]

• When trying to use catch up or sky store etc, I’m getting an on screen message saying I don’t have sky+ entitlement. Tried resetting router, repaired sky card etc still not working. 
• Any ideas please

[Lisa-P1987]

Hi @Kerry.s  This can sometimes happen with the Sky + boxes. We need to give your box a different kind of reboot. 

This can be done by going through what is called a Planner Rebuild.This won't delete any previous recordings but may interrupt recordings in progress. Please follow the below steps:

1. Press services on your Sky remote, highlight Help then press select.
2. Highlight Sky+ Rebuild, then press select. 
3. When the on screen message appears, press select again.
4. It can take up to five minutes for your Planner rebuild to complete, your Sky box will then switch off and back on.
5. When your box is switched off, check that your two dish input cables are securely connected to DISH INPUT 1 and DISH INPUT 2. You can check this by gently turning the cables clockwise – but take care not to unscrew them.
6. When the power light shows red on your box, wait four minutes, then press sky on your remote.
7. When the power light changes to green, try using Planner to record and view recordings.

Let me know how you get on with that and if it resolve the issue 😀

[Revrod]

Hi., I spoke to an advisor on the 12 April regarding an upgrade... It was for entertainment package with box sets. We have received the entertainment stations but no catch up or box sets. I have reset the wireless broadband, rebooted all equipment and also rebuilt the planner, but I still have the message across the screen : you do not have the sky+entitlement..... Any ideas please. 

[Ddraig+123]

I've done the planner rebuild and the viewing card pairing several times. Each time I get through to sky they don't seem to know what I'm on about even though the posts on here suggests it's a common error. It's been way more than 72 hours as well so was hoping this would be resolved. Can anyone help?

[Kerry.s]

Hi, 

ive tried doing the rebuild, resetting router, making sure my box is connected to router etc. I still cannot get catch up or sky store.

any other suggestions please 

[Lisa-P1987]

Could you please follow this troubleshooting @Kerry.s 

[Revrod]

Hi Lisa, I have done this Planner Re - build already and still not working

Regards 

[Lisa-P1987]

@Revrod  You will need to ring us then. 

There is a voice message that advises we are prioritising vulnerable and key worker but if you wish to wait you can and will be in a queue of 1-2 hours. So you can get hold of us by telephone you will just be on hold for a while. Most people are saying its shorter than that though. 

Our opening times for the call centres are 7am - 11pm. It tends to be quieter first thing and towards the later part of the evening after 9pm. 

You can find our number here or by dialling 150 from a Sky landline/Sky mobile for free. 

[Revrod]

Hi lisa, Thankyou for your help... I'll do that in morning.

Regards

Kareen Gillespie 

[Ddraig+123]

I think it may depend who you get through to when you call. I called twice previously and they couldn't help with one agent wanting to send an engineer to the house. However when I called yesterday they sorted it in no time whatsoever.

[Revrod]

Hi Lisa .... thank you for your help regarding my sky tv package.... I took your advice and Its now working. 
Regards

[Lisa-P1987]

Great @Revrod  Glad to hear it. 

Take care. 

[Katehow]

I have the same message. I have rebooted my box, re connected my router and have no issues with my broadband. I have lost some channels too like Mtv ? 

[gillian+hamilton]

Really fed up with Sky now - after 2 calls which took me a good 2 hours - I will explain why I made those calls - I have been charged for at least 2 years plus for a card which hasn't been used so I asked for it to be removed - I have 3 other cards and the lady I spoke to removed one I still used after 4 times repeating the card number to be removed - she removed one I still used - so back to the drawing board and have to make the tedious call again - waited 40 mins to speak to someone - this time a gentleman -  all good until now as my box has the error message above - you do not have sky plus entitlement - no recordings - I am tired and fed up with receiving no real service from Sky - totally unprofessional - I have rebuilt and done all the above but nothing works

[Annie+UK]

How to make a complaint to sky: Sky Customer Complaints Code of Practice