Discovery + upgrade to watch

[Ray1935]

I have SkyQ and the Discovery+ channel always states Upgrade to watch, for every programme. I think my Sky account needs to be reset so I can use Sky subscription.

Ray

[oldfella]

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@Ray1935 wrote:

I have SkyQ and the Discovery+ channel always states Upgrade to watch, for every programme. I think my Sky account needs to be reset so I can use Sky subscription.

Ray

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Hi @Ray1935 

See following help

Getting asked to upgrade your pass?

Don't forget to activate your discovery+ account once you've signed up. You won't be able to log in to the app until you've done this, and might see a message asking you to upgrade your pass. Make sure you've followed all the instruction steps on our Subscribe to discovery+ article.

https://www.sky.com/help/articles/discovery-plus

[Ray1935]

Hi,

I have done that multiple times, but still I get the same message in Discovery + programme when I want to watch the programme. The Sky subscription message does not appear when I try to subscribe, that Sky subscription message does not appear.

How is my account reset, do I need to do anything or does Sky have to do the reset?

Thanks for your help

Ray

[oldfella]

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@Ray1935 wrote:

Hi,

I have done that multiple times, but still I get the same message in Discovery + programme when I want to watch the programme. The Sky subscription message does not appear when I try to subscribe, that Sky subscription message does not appear.

How is my account reset, do I need to do anything or does Sky have to do the reset?

Thanks for your help

Ray

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Hi @Ray1935 

If the following screen does not appear then it's likely that you have not correctly subscribed through Sky Marketplace.

Failing this then you need to contact Sky.

[Ray1935]

Hi Oldfella 😂,

thanks for your reply. I have been trying to speak with Sky for weeks but I cannot speak with a human, that's why I an trying in this community. Can you confirm the best cintact for Sky - phone and/or email so I can get this issue resolved.

Many Thanks

Ray.

[oldfella]

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@Ray1935 wrote:

Hi Oldfella 😂,

thanks for your reply. I have been trying to speak with Sky for weeks but I cannot speak with a human, that's why I an trying in this community. Can you confirm the best cintact for Sky - phone and/or email so I can get this issue resolved.

Many Thanks

Ray.

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Hi @Ray1935 

To contact Sky
Select Need more help
at the bottom of the following link and this will lead to a phone contact.
Ignore all automated messages and wait for an agent
https://www.sky.com/help/home

[Ray1935]

Thanks for the guidance. I willgive them a call.

Cheers

Ray

[chris_cole]

Hi all,

I had exactly the same issue with every sky channel when trying to download.  I managed to speak to a Sky advisor and between us we worked out that in Settings - Preferences the On Demand default download format had been set to HD, which we are not subscribed to.  Once the setting was changed to SD, we were able to get to the channels.

[Ray1935]

Thanks. The screenshot you provided does not appear for me 😡, which I expected countless times. I will need to speak with Sky engineer, not Discovery+ engineer, to resolve this issue, right?

Hopefully I can get the issue resolved.

Cheers 

Ray.

[chris_cole]

Hi Ray,  if your problem is the same as mine was, you are being asked to upgrade because you are trying to download programmes in HD and you are not subscribed to HD.  The HD SD choice is a setting which you get to from the settings menu on the SkyQ home page on your tv screen.  From

the settings menu,  scroll down to preferences, then from that menu you will see the option to choose the default download format.  Select SD and it should be OK.  If you are an HD subscriber it won't be your problem and you'll have to try something else.  Good luck

[Ray+O]

Hi Oldfella,

on the phone with Sky support (haha) for over 2 hours, spoke with 8 people repeating the same issue, and doing the same repeated resets, logoff, login etc with each person. Eventually Sky just hung up as they had no idea what to do.

I have no confidence in Sky support, they are useless.

Ray

[jay11111111111111111]

@Ray+O 

I have the same problem since December last year. Sky are no help. I have raised about 3 complaints and they just close them without ever getting in contact.

I even had discovery cancel my subscription but still sky cannot reset the discovery account to allow me to re subscribe through the marketplace.

sky just don't care. 

[Steevp]

Same here, I was told "It's a known issue we're working in it, to here's nothing I can do".. obvious nonsense. But it got me off the phone which was their intention. 

[Ray+O]

@Steevp - that the message I am getting now from Sky support (ha-ha). If it is a known issue then fix it !!! How many of us are paying for Discovery+ but cannot watch any of the programmes. Annoyed.

good luck Steevp .

[Andrew+Boyer]

Ever since we switched from Sky Q to Sky Stream we've been unable to watch Discovery Plus, it always asks us to upgrade our pass and when we go to My Sky on Stream and look at.our products it shows we have a Discovery Plus Standard subscription for as long as we have a Sky subscription but there's no box next to it in order to cancel or subscribe.

Basically we're stuck as Sky says it's a Discovery issue and asked us to get them to delete our profile which made no difference whatsoever.

This is ridiculous.