Red button on sky sports football saying i need subscription upgrade

[Henrys_cat]

I am a Sky Sports subscriber, I have a Sky Q Box, when i press the red button on the Sky Sports Football channel, to watch the alternative games. a message at the top of the screen reads "To use this service you need to upgrade your subscription" This was not the case before I had the Sky Q box. I've put up with this issue for almost two years , I rang Sky about 12 months ago and was told the issue would be resolved in 24 - 48 hours. It never was. I don't think I'm getting the service that I pay for.

[Henrys_cat]

I have to say I'm disappointed that there hasn't ben a single response to my query or where to go next with this issue. 

[caesarome]

@Henrys_cat 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can.
This isn't a live chat so replies are not instant.

[Lisa-P1987]

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

[CarpyGAS]

I have the same issue as above, any idea how I get this resolved ? 

[Laing1]

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@CarpyGAS wrote:

I have the same issue as above, any idea how I get this resolved ? 

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@CarpyGAS do you have the full sky sports package ?

[CarpyGAS]

Yep full Sky Sports subscription and Sky Q box. I've checked the Internet connection and that's all fine. 

[Laing1]

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@CarpyGAS wrote:

Yep full Sky Sports subscription and Sky Q box. I've checked the Internet connection and that's all fine. 

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@CarpyGAS Have you tried rebooting your main Q box ie
putting your box into Standby then switching it off at the wall for 30 seconds
switch it back on then follow the on screen instructions

if that doesn't work 

You could try resetting the settings in the Q boxes hidden menu.
To enter the hidden menu press the home button and scroll down to settings but do not select settings.
With settings highlighted press 0 0 1 then select
Only Carry out the first Reset being Reset Settings as the others will wipe all recordings.
After the reset you will have to re-pair your remote assuming you are using a bluetooth remote by pressing 1 and 3 together on the remote