TV says I need to upgrade my subscription

[NeilT1956]

I am getting a message saying I need to upgrade my subscription to watch this program 

[mikealanr]

Hi @NeilT1956 

Need more information. Is this on Live TV, on demand programs, specific content etc? What have you tried so far? E.g. a reboot? 

A good starting point would be to unplug your Glass TV / Puck for a few minutes and trying again. 

MikeAlanR

[NeilT1956]

I will try the reboot option...thanks 

[Fothergill1 · Accepted solution]

@NeilT1956 Without knowing what you are trying to watch when you get this message it is difficult to know if the following is relevant to your situation or not but it may well be so here goes:

It is not uncommon for Sky programmes to show the next episode as available when in fact it has not been broadcast. I have my Glass settings to show the next episode automatically and often I get this message when it tries to play an episode before it is broadcast. The Alibi and Witness Channels are particularly prone to doing this.

Also, Sky Cinema will often advertise a programme on the EPG before it premiers.  This will also give you the upgrade subscription error message.

Ideally the programme should not even show as being available but when it does the error message to upgrade your subscription is decidedly unhelpful. It would be much better if the error message was a little more informative, such as This programme is not yet available to Stream (or something similar).

[Paul_S]

I am getting the same type of error. Mainly noticeable on some channels of live tv. When I press the option to 'play from the start'....come back with an upgrade subscription message and then if I go further, I get the mysky_1800 error. Have seen this on RTE1, virgin1 ( when trying to go back to the start of the Graham Norton show this weekend....and tonight also when I tried to go to the start of wheeler dealers latest episode that was 3/4 way into the episode. Very frustrating !!!

[Fothergill1]

@Paul_S If you have not already tried it switch off your Glass or Stream puck at the plug socket and wait for a minute before switching it on again.  It will take about a minute to reboot.

This may resolve your issue.

[Paul_S]

Will give a reboot a go, but disappointing that the system is buggy to this level. Be good to understand is sky recognise the bug and have a plan to address it. Many thanks 

[Sentongo37900]

• All channels are  not showing 

[mikealanr]

Hi @Sentongo37900 

Not a lot of info there. Are you seeing an upgrade message or are you saying channels are missing? Sky Glass and Stream have a different line up than Q or Sky+

See: https://www.sky.com/help/articles/tv-channel-list-sky-glass

MikeAlanR

[Yourself]

But the programs have been downloaded