Can’t download

[Annie2107]

Moved house recently and since moving I now can't download anything. I've tried all options on sky help but no use. I've tried phoning and texting sky but can't get through

[Quoman7]

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@Annie2107 wrote:

Moved house recently and since moving I now can't download anything. I've tried all options on sky help but no use. I've tried phoning and texting sky but can't get through

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Hi @Annie2107 Try rebooting your router by removing the power cable for 30 sec then reconnect to reboot, then reboot your main SKYQ box by turning the power off at the socket for 30 sec then turn back on?

I Presume you informed SKY of your move, and gave them your new address?

[Annie2107]

I tried all that but it's still now working.  Sky know of the move and sent an engineer to install my sky q box

[oldfella]

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@Annie2107 wrote:

I tried all that but it's still now working.  Sky know of the move and sent an engineer to install my sky q box

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Hi @Annie2107 

Have you tried completly resetting the main Q box Network connection.

Then carry out a Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to connect by WiFi to your router. Even if reset is not listed there is still an option to connect by WiFi to Sky or 3rd party router.
If you are on Sky Broadband you will be asked to press the WPS button on the Sky router. (Not on the Q box as the Network reset will start the main Q box WPS automatically). Make sure you press the WPS button on the Sky router and not the reset button.
If you are on Sky Broadband with the new Sky Max router then you need to connect it as if it is a 3rd party router.
If you are on 3rd party (non Sky ) broadband then you need to enter the SSID and password for the router 2.4 Ghz WiFi band.

[Annie2107]

Unfortunately that didn't work either

[oldfella]

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@Annie2107 wrote:

Unfortunately that didn't work either

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Are you seeing any onscreen message @Annie2107 ??

[Annie2107]

When I try to download something it just says 

Failed, no subscription 

but this all worked fine before I moved house

[oldfella]

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@Annie2107 wrote:

When I try to download something it just says 

Failed, no subscription 

but this all worked fine before I moved house

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hi @Annie2107 
First check that your viewing card is correctly inserted. Viewing card is in the right hand end of the box.
If it is in correctly there is not enough of it sticking out to grip and remove it.
Push it fully in and it will pop out slightly enough so you can remove it.
Take it out and give the chip a gentle wipe with a damp lint free cloth or E-cloth.
Ensure that it completely dry before you reinsert it chip side up and chip end in first. Push it gently fully in and you should feel a slight click when it is engaged. If it has popped out enough to remove it is not located correctly.
If you are satisfied that it is in correctly
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.

[Annie2107]

Just tried that and then tried to download again.  Unfortunately still not working 

[oldfella]

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@Annie2107 wrote:

Just tried that and then tried to download again.  Unfortunately still not working 

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Hi @Annie2107 

I have escalated your post to Sky.
You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Annie2107]

Thanks so much for all your help.  I'll wait to hear from them

[Mr+Flibbles+86]

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

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

[Annie2107]

How do you get to talk to a live person.  I have had issues with downloading for a week now .  Have tried to text and got no answer.  I put the query up on SKy community and eventually got an Sky employee but they couldnt resolve the problem and were to get back to me.  That was Friday and still no word.  Ive been with sky for 13 years now and am so disappointed in the customer service.  

[Daniel0210]

@Annie2107 

I have moved your latest post into your main thread to give a greater reflection on your issue. 

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@Annie2107 wrote:

How do you get to talk to a live person.  

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To call Sky dial 150 (free) from either a Sky Talk landline or a Sky mobile. Alternatively use this link…
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ leading to a number starting 0333.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ to see a dedicated ROI number. (Customer Services in the ROI are not open at weekends).

The forum filters don’t allow the posting of full phone numbers on here.

Calls to Sky will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

[Annie2107]

Thanks for getting back to me.  Dialling 150 and I just get a message saying number is not recognised and the link are things I have already tried.