Sky Glass Discovery+ asking for upgrade. I was watching it yesterday

[jay11111111111111111]

I have had sky glass for about 3 months now.  I have been watching discovery+ since then on the sky glass TV.

Yesterday  I couldn't watch and got the message "Upgrade to Watch".  Just to note I had been able to watch it just a few days ago.

I have used the marketplace and the account is linked.  I have tried to watch on another device and Discovery+ website confirms I am linked through Sky.

I have tired to unsubscribe but I can't for the life of me see how this is done.  The online help is next to useless and the articles on the forum don't actually show or tell you how to unsubscribe then re apply to discovery.

Any help would be much appreciated.

[MarkGoldsmith]

@jay11111111111111111 just to confirm when you try discovery plus on another device is that also asking you to upgrade, or do you only see that messge when accessing via Sky Glass.

Also what type of show are you trying to watch? Is it doing it for all shows i.e live streams, on-demand content and sport?

[jay11111111111111111]

@MarkGoldsmith 

I am just trying to watch on demand content.  Nothing live and not sports.

When I try to log in and watch on the laptop I am getting the message "Contact your provider to find out how to watch"

[Bill051]

@jay11111111111111111 

I had something similar this week. It was asking me to Activate my account which I did eventually. The Sky and Discoveryplus help screens are dreadful.

[MarkGoldsmith]

@jay11111111111111111 i can escalate this issue to the sky messaging team to see if they can assist you if you'd like?

[jay11111111111111111]

@MarkGoldsmith  If you could that would be great

[jay11111111111111111]

@Bill051  Thanks.  My account should be active as I was watching the other day and I can't see any way to cancel then redo the account

[MarkGoldsmith]

@jay11111111111111111 

This has been escalated to the Sky Messaging team who should be in touch with you regarding this within the next 48 hours via a colourful chat bubble which will appear at the bottom of this page. 

You may need to refresh your browser for the chat bubble to appear.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
"https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147"


When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. Please note this isn't a live chat so replies may not be instant.

[jay11111111111111111]

Thanks Mark

[Lisa-P1987]

Thanks for escalating this. We’ve sent @jay11111111111111111 an invite to chat.

[jay11111111111111111]

So a short update after being talking online for a few hours with Sky is that it is a Discovery problem.....

So I contacted Discovery to be told by them that Sky have not renewied my subscription within 5 minutes.

So my subscription must have expired and Sky are the only people who can renew it but they couldn't see that in the hours we have been talking.

I have messaged this to sky but currently getting no response from them on it.

[MarkGoldsmith]

@jay11111111111111111  the chat with the Sky Messaging team isn't a live chat, so you may need to give them a few hours before you get another response. Its possible you may not get a response from them until tomorrow.

Sounds like the process that integrates Discovery and Sky, neither Sky or Discovery thought about testing what would happen should a sky account become restricted and then reactivated. Clearly that doesn't trigger a reactivation message back to Discovery when the Sky account is reactivated.

[jay11111111111111111]

@MarkGoldsmith it has now been passed to a back office team at Sky to look into.

Will post the outcome here as there were several other post likes this when I went looking for answers but none said how it was actually resolved.

[mark22b]

I had exactly the same problem all of a sudden it says account linked but can't watch. After speaking to discover and sky since December, we found some one had set up a bogus email address on our discovery account that we didn't have access to. I got discovery to remove that email address and replace it with ours logged out of discovery on my phone and tv then logged back in we were able to access again then. If it isn't that causing the issue you can ask them to remove your email from your discovery account so you can set it back up you can do this by either going to the help section on your phone or telephone in uk

[jay11111111111111111]

Thanks @mark22b but my email is still the one registered on Discovery plus.

I am now on my 2nd referal to the Sky back office teams to get them to fix it.

J