Can't connect Sky Go, Sky Q Minis or see Apps on Sky Q box

[garvs]

Since I downgraded my subscription two weeks ago I can no longer access Sky Go, see any apps on my Sky Q box or get my 3 x Sky Mini boxes to connect.  I have the following under Settings>Status.

Watch via Sky GO x (Your Sky Q box is not enabled to connect to Sky Go)

Watch on Sky Q Mini box x (You don't have the required subscription to use a Skq Q Mini box)

I've been through all the usual re-setting of my box and  broadband router but with no success.  I've tried to re-activate the above and refreshed the Apps but no change.  The Sky Agent has also reapplied by Multiscreen package to my account but. again, no difference.  Both the Sky Q box, Multiscreen and Sky Signature are showing as active in My Sky with no errors.  A network test on the Sky Q box is also successful.

I've got an engineer now booked but really don't think it's a hardware issue as I've also had a new Sky Q box, which has made no difference.  All my TV channels are working correctly, I can see all channels in the Sky Signature package.

I'm convinced is an account problem, the subscription is not being sent to the box for some reason.  Has anyone got any other ideas?

[oldfella]

Hi @garvs 

Try refreshing your Viewing card.
Home - Settings - System info.
Highlight Viewing card number and then select Setup on the right hand side.
Then select Use this option to trigger a callback

No call is actually made but the Viewing card should be refreshed.

[caesarome]

@garvs 

What did you remove from your account, do you still have multiscreen on your account ?

[garvs]

Thanks, I've tried the callback and that didn't make a difference either. 

[garvs]

Yes, I have multi-screen and it's showing as active in MySky.  The Sky agent has also confirmed that it's showing correctly on the account.  I removed the premium channels, Sky Sports and Cinema.  I renewed with Sky Signature.

[caesarome]

@garvs 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at this bottom of this page.

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 will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

[Lisa-P1987]

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

Please be aware conversations automatically close if there is no response within 48 hours.

[garvs]

Thanks for the invite to chat. Looking forward to the engineer visit to finally find out what is going on.