New customer, no subscription, no outstanding bills.

[MattNona]

Hi, I recently got a Sky Q with the basic package and Netflix for my father in-law and everything worked perfectly for exactly 14 days, now only few free to air channels are available and the rest are saying "To watch this channel, you need to upgrade your subscription". 

There are no bills ready yet for that account, and there's a direct debit set up on the account so it's not a payment issue or at least it shouldn't be.

Tried everything, from turning it off, pairing the viewing card again, resetting apps. Called 4 different numbers but all say the billing department is now closed (can't seem to reach a different department). 

Used social media and WhatsApp last night at 5PM, answered all the security questions, just to be told an hour later they're sorry they couldn't put me through 😂.

The service status tool is saying "There's a problem with your Sky Q. ", "Issue found", "Your account's restricted"

Anything else I could try before I throw it in the fireplace? 😅

[oldfella]

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@MattNona wrote:

Hi, I recently got a Sky Q with the basic package and Netflix for my father in-law and everything worked perfectly for exactly 14 days, now only few free to air channels are available and the rest are saying "To watch this channel, you need to upgrade your subscription". 

There are no bills ready yet for that account, and there's a direct debit set up on the account so it's not a payment issue or at least it shouldn't be.

Tried everything, from turning it off, pairing the viewing card again, resetting apps. Called 4 different numbers but all say the billing department is now closed (can't seem to reach a different department). 

Used social media and WhatsApp last night at 5PM, answered all the security questions, just to be told an hour later they're sorry they couldn't put me through 😂.

The service status tool is saying "There's a problem with your Sky Q. ", "Issue found", "Your account's restricted"

Anything else I could try before I throw it in the fireplace? 😅

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Hi @MattNona 

First check that you are not trying to Download or view HD or UHD content without the Q HD or UHD Subscription pack.
The Sky Q Sports pack and BT Sport if you subscribe through Sky are in HD as Standard.
Sky Cinema if you subscribe is also in HD.
Sky Signature includes BoxSets and Entertainment channels only in SD as standard.
Only free to air channels such as BBC, ITV etc are in HD. The Q HD pack is required for all other Sky Signature HD content, including Catch Up in HD, On Demand in HD and BoxSets in HD
If you do not have the Optional HD pack you need to change the Download to SD in All Formats (as HD is the default setting).
So that you do not need to do this every time it’s best to change your Download preference to SD in Home - Settings - Setup - Preferences.
This needs to be done on the main Q box.
Then if you want to download any HD content from free to air channels (BBCHD ,ITVHD etc) you can select HD in the All formats tab of the content . This will change the format for that particular download only but still leave your format to SD in preferences.

[MattNona]

I'm not trying to download anything, just watch live TV, however, the box is already set to download in SD. 

[oldfella]

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@MattNona wrote:

I'm not trying to download anything, just watch live TV, however, the box is already set to download in SD. 

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As I said @MattNona 

Download or View.

Trying to view any live  HD TV channel without the HD subscription will also bring up the Upgrade message.

However you can watch the Free to air HD channels (as you say you can) without the HD pack

[MattNona]

My bad, I don't know how I missed the "view" part of your reply. 

The point is all the channels that were working for the past 14 days just stopped working yesterday and it's saying the account is restricted without any reason. No way of contacting Sky until Tuesday 🙄 not the best start of our relationship 😅

[oldfella]

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@MattNona wrote:

My bad, I don't know how I missed the "view" part of your reply. 

The point is all the channels that were working for the past 14 days just stopped working yesterday and it's saying the account is restricted without any reason. No way of contacting Sky until Tuesday 🙄 not the best start of our relationship 😅

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Hi @MattNona 

You need to verify that the channels that were working were SD channels.

(and check if the channels that don't work are the Sky Signature HD ones)

[MattNona]

All the channels were working except for the extra packages that I didn't sign up for like kids, sport and cinema.

Now only few channels are working, some SD, some HD, no Netflix on the Sky Q box (works on the phone), no RTÉs, no Sky Go. I hardly signed up for 5 free to air channels 😂 Can't tell exactly which channels are working because the power is gone...again 😤

[MattNona]

It's been 9 days and my issue still hasn't been resolved. 

I've been ringing sky every day and they keep telling me it's an ongoing issue and someone will contact me within 24h, 48h, 3 days, 3-5 working days... Keep hearing the same thing over and over with no solution. Not once I got to speak to an Irish person... some customer support Sky has. 

At this point I just want to cancel everything and send the equipment back to them, however, when I tried that the person from sky's"loyalty" team promised me it'll be fixed by the end of today so I said I'll wait one more day. 

Rang them again and was told the exact same thing they've been telling me for the past 9 days. 

Is there really no one who could fix the issue for me?