Sky glass asking to upgrade when I have the package already

[Dickie737]

Hi. 
I hope someone can help please. 
We got back from holiday and sky glass is asking to upgrade subscription even though we are already subscribed. No chanels work. 
I've tried Refreshing the apps and restarting all the tv's and puck's. Still no joy. 

[mikealanr · Accepted solution]

Hi @Dickie737 

Try unplugging at the mains for 5 minutes and then powering back on. Sometimes Glass needs a few minutes powered off to clear faults. Failing this you will need to speak to Sky as we are fellow subscribers here on the forum. 

MikeAlanR

[Dickie737]

Hi MikeAlanR. 

Thank you for your help. I left the tv's unplugged overnight and they work now. 

I hope you have a great week. 

all the best. 

[Ugly]

I have had this problem for the best part of a week.  I went through Sky's virtual assistant to get to a human who took me through the "hard reset" process which seems to be a factory reset of the TV as I had to log into my various streaming apps all over again. It cured the problem but only until I put the TV into standby. When I turned it on the problem was back.  I did two more hard resets and each time it solved the problem only until I went to standby and back.  I also rebooted my broadband router a couple of times.  On Monday (2 Sept.) I telephoned and spoke to someone who said they hadn't previously had this fault reported.  She said she would escalate to the "back office" and call me back today, which she did.  Whatever the techies did in the background has cured the problem for me as it all worked as soon as I turned on the set.  The only glitch is that the channels are taking a long time to load.