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Discussion topic: Hello, I can’t watch sky cinema although I subscribe to it. It tells me I need to subscribe!

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This message was authored by spyro123 This message was authored by: spyro123

Hello, I can’t watch sky cinema although I subscribe to it. It tells me I need to subscribe!

Hello, I can’t watch sky cinema although I subscribe to it. It tells me I need to subscribe! This is the second time this has happened. The first time I phoned and eventually someone answered and fixed it remotely. This time I was on the phone for 20 minutes and it's not been fixed! 

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This message was authored by oldfella This message was authored by: oldfella

Re: Hello, I can’t watch sky cinema although I subscribe to it. It tells me I need to subscribe!

Posted by a Superuser, not a Sky employee. Find out more

@spyro123 wrote:

Hello, I can’t watch sky cinema although I subscribe to it. It tells me I need to subscribe! This is the second time this has happened. The first time I phoned and eventually someone answered and fixed it remotely. This time I was on the phone for 20 minutes and it's not been fixed! 


Hi @spyro123 

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.
Make sure that it is in 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.

spyro123
Topic Author
This message was authored by spyro123 This message was authored by: spyro123

Re: Hello, I can’t watch sky cinema although I subscribe to it. It tells me I need to subscribe!

@oldfella I've  just done that but unfortunately it's not worked.😢

This message was authored by oldfella This message was authored by: oldfella

Re: Hello, I can’t watch sky cinema although I subscribe to it. It tells me I need to subscribe!

Posted by a Superuser, not a Sky employee. Find out more

@spyro123 wrote:

@oldfella I've  just done that but unfortunately it's not worked.😢


Hi @spyro123 


You could try a Reset Settings in the Q box hidden menu. Failing this I can escalate your post to Sky
To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Only Carry out the first Reset (Reset Settings) as the other two will wipe all recordings.
After the Reset you will have to re pair your Bluetooth remote If you use one.
If you cannot switch the Q box on with the remote after the Reset press the Standby button (Amber led) on the front of the box.
To re pair the remote press 1 & 3 together on the remote and follow onscreen instructions to re pair.

Make sure that you are pointing the remote at the Q box when you press 1 & 3 together.

Resetting the settings will also reset:

Audio visual settings, such as picture resolution and HDMI control
Settings changed within the hidden engineer menu, include LNB type. If on a communal dish you need to reset the LNB to SCR in the hidden menu. After changing the LNB type you need to reboot the Q box.

spyro123
Topic Author
This message was authored by spyro123 This message was authored by: spyro123

Re: Hello, I can’t watch sky cinema although I subscribe to it. It tells me I need to subscribe!

@oldfella i've done all that now but it's still not working😢😢

This message was authored by oldfella This message was authored by: oldfella

Re: Hello, I can’t watch sky cinema although I subscribe to it. It tells me I need to subscribe!

Posted by a Superuser, not a Sky employee. Find out more

@spyro123 wrote:

@oldfella i've done all that now but it's still not working😢😢


Hi @spyro123 

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

spyro123
Topic Author
This message was authored by spyro123 This message was authored by: spyro123

Re: Hello, I can’t watch sky cinema although I subscribe to it. It tells me I need to subscribe!

@oldfella @Thank you, really appreciate that.

This message was authored by Tom-W19 This message was authored by: Tom-W19

Re: Hello, I can’t watch sky cinema although I subscribe to it. It tells me I need to subscribe!

Posted by a Sky employee

Thanks for escalating. We've sent an invite to @spyro123.

Thanks
Tom
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