Discovery Plus issue - SkyQ

[Wayfinder]

Can anyone help? I am a Sky Q user and have as part of my package Discovery Plus but I cannot access the service anymore - the app loads on my tv and when I go to a show it gives me a message " UPGRADE TO WATCH - Upgrade your pass using your mobile phone or desktop browser, then select retry to start watching" and nothing happens. I have tried everything including being on to Sky twice this week once for 19 minutes and once for Ihr 16mins. The most infuriating was being promised the first time that I would be called back after 15-20 mins after I did a software update on my TV ... I waited and waited and no-one got back to me. Upon calling them again on the second day a guy tried everything again : logging in and out, downloading the app to my iphone and logging in, updating apps, sending him pics of the display message etc. etc. and again to no avail - nothing resolved at all. I was promised again that somebody would call me back within 12-24 hrs  and I did miss a call from Sky a few hours later but i had expressly told the support advisor that if I missed a call that They would  call again and that did not happen. I also emailed discovery Plus which was an absolute nightmare as the bots kept asking me for everything and not even responding to the issue at hand. I am really dissapointed with Sky, there is obviously an issue with discovery plus that they can't sort out. Has anyone experienced this recently?

[stereohaven]

@Wayfinder 

What are you trying to watch?

Unless you pay for TNT Sports you only get access to discovery+ Basic. If you try to watch pretty much any sport (including the cycling that used to be on Eurosport), it will ask you to upgrade.

[Wayfinder]

I have the full sports package including TNT. I am trying to watch any show on discovery plus but can't!

[stereohaven]

---

@Wayfinder wrote:

I have the full sports package including TNT. I am trying to watch any show on discovery plus but can't!

---

That detail matters.

The last time I saw this issue, the customer eventually fixed it by getting discovery+ to delete/remove their existing account, then they followed the normal  activation process through Sky (QR code etc.), to start again.

[Wayfinder]

Thanks. I suppose I should try that. Sky didn't advise me to do that.

[stereohaven]

---

@Wayfinder wrote:

Thanks. I suppose I should try that. Sky didn't advise me to do that.

---

They wouldn't know if you called, this potential fix is buried in the community and is from another customer. 

Good luck, hope you get it sorted, others may have additional ideas that could help 👍