Sky Sports Upgrade failure to activate. Error MySky_1802

[davey-lad]

I upgraded my package to include Sky Sports plus a Netflix Premium boost via the MySky app. (this was on Saturday 10th August)

The order processed without a problem and within a few minutes I received an email notification of the account changes and pricing etc. All looking good.

Roll forward 5 days and I still can't watch sky sports and the netflix upgrade hasn't gone through either.  This is despite repeated calls to customer services and repeated responses of "it's being looked at by the tech team".

If I tune to a sky sports channel I get the standard "you need to upgrade" messaging but if I press the red button to start the upgrade process I get the error "You're already subscribed (MYSKY_1802)"

Despite being promised a call back multiple time I have received nothing.  The twitter/X SkyHelpTeam have been radio silent on the matter too.

We've been Sky subscribers for 22 years (Diamond VIP no less)... I'm ready to bin it all off now. 

[PandJ2020]

Not sure us other customers can suggest a lot - only perhaps logging a complaint: https://www.sky.com/help/articles/how-to-make-a-complaint

[oldfella]

Hi @davey-lad 

Might be worth refreshing your 

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.

[davey-lad · Accepted solution]

So I called again last night and they managed to resolve things partially.

Part of the issue (according to Sky) was that their original attempt to fix the problem was to cancel the original order and restart the process from scratch.  However, the cancellation part on their side also failed so the whole thing got stuck in limbo.  They had to raise an internal ticket to get this fixed before they could even look at the actual original problem again. 

Anyway, last night after I called them they said they'd fixed their internal issue and went ahead to try and fix my "no sky sports" problem - which they eventually did.

However, the Netflix Premium upgrade is still stuck in error and the "new order" email I received shows totally different deal/pricing to the one I originally signed up for... and not ina good way.

I'm told they'll be applying further discounts to adjust the bill accordingly and once Netflix problem (another internal ticket raised) is resolved they'll be compensating me too.

My head is banging 🤕

[CraigShrews]

Same problem with me, I used my remote and My Sky to get TNT sports on 23rd September, nothing has happened, 4 phone calls and a complaint and nothing is happening, I get the MysKY_1802 message, on the phone I am told it's working with the technical team and they're very busy but no one is doing anything to resolve this for me..I'm almost tempted to give in and purchase directly of BT.