Sky Q Mini Box subscription

[Oli5995]

For about 3 months now my 3 Sky Q mini boxes have had viewing issues, my subscription has multiroom applied and these were working fine. 

When you turn either of them on it comes up with the error 'please check your subscription entitles you to watch this channel on this box.' I'm paying for them and unable to use all 3, they have all been reset, on the correct update etc, the help guide basically doesn't help as says that you need to add stage subscription with I already have etc.

[oldfella]

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@Oli5995 wrote:

For about 3 months now my 3 Sky Q mini boxes have had viewing issues, my subscription has multiroom applied and these were working fine. 

When you turn either of them on it comes up with the error 'please check your subscription entitles you to watch this channel on this box.' I'm paying for them and unable to use all 3, they have all been reset, on the correct update etc, the help guide basically doesn't help as says that you need to add stage subscription with I already have etc.

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Hi @Oli5995

Try a Reset Settings in the main Q box hidden menu.
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.

Once the main Q box is back up and running reboot each mini.

Assume you are aware You can have up to four minis installed on loan each subject to a one off upfront charge and all under by one single Q monthly Multiscreen subscription
However only two minis can be used simultaneously on all 2 TB boxes and the 1 TB UHD Main boxes to watch Sky Q content.
The original 1 TB non UHD box only permits the use of one mini at a time.
If Sky Apps are already being used on some of the minis these will not normally be counted as in Q use and therefore can be used in addition to the above limits.
See the following link for the Versions of main Q box referred to above.
https://www.sky.com/help/articles/sky-software-updates.

[Oli5995]

Hi, thanks so much for your reply super helpful step by step guide. 

I have done the main box, but need to do the mini box now,  am I just literally turning it off for 5 seconds then back on? Or am I going through any steps like I just have, apologies for asking just want to make sure I do it right that's all to see if it works. 

checked my subscription and has multiroom on it and bill is paying it, so no reason they should not work.

yes aware around watching them, like I say they was working perfectly fine then one day just all stopped and not been able to use them since, getting frustrated with it now so want to get it resolved.

[oldfella]

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@Oli5995 wrote:

Hi, thanks so much for your reply super helpful step by step guide. 

I have done the main box, but need to do the mini box now,  am I just literally turning it off for 5 seconds then back on? Or am I going through any steps like I just have, apologies for asking just want to make sure I do it right that's all to see if it works. 

checked my subscription and has multiroom on it and bill is paying it, so no reason they should not work.

yes aware around watching them, like I say they was working perfectly fine then one day just all stopped and not been able to use them since, getting frustrated with it now so want to get it resolved.

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Hi @Oli5995 

To reboot the mini

To reboot press Standby on your Sky mini remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your mini box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your mini remote or if this is not working press the standby button on the front of the mini box (Amber led)

note: some features may take up to 5 minutes to return.

[Oli5995]

Thanks so much for your help, appreciate your time, unfortunately still getting the exact same message and still not working 😞 

[oldfella]

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@Oli5995 wrote:

Thanks so much for your help, appreciate your time, unfortunately still getting the exact same message and still not working 😞 

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Hi @Oli5995 

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?

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to Oli5995.

[Addie15]

Update-We are closing this session now after not receiving further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.