Sky multiroom and mini boxes

[Huddo460]

Good evening, I have today upgraded from a legacy subscription (Sky Q Silver Bundle) to a more updated subscription which includes Multiscreen. Both my mini boxes are showing an mr104 error and the sky q box is saying there is no subscription for the minis. My account shows multiscreen is active. 

Have tried resetting the sky q box but still showing no subscription ( x against the bottom 2 of the 4 options on the settings page).

Does anyone know how to fix this issue. Both my mini boxes worked previously on my legacy package.

Thank you.

[oldfella]

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@Huddo460 wrote:

Good evening, I have today upgraded from a legacy subscription (Sky Q Silver Bundle) to a more updated subscription which includes Multiscreen. Both my mini boxes are showing an mr104 error and the sky q box is saying there is no subscription for the minis. My account shows multiscreen is active. 

Have tried resetting the sky q box but still showing no subscription ( x against the bottom 2 of the 4 options on the settings page).

Does anyone know how to fix this issue. Both my mini boxes worked previously on my legacy package.

Thank you.

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Hi @Huddo460 

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.

[Huddo460]

Thank you will give it a go

[Huddo460]

Unfortunately still saying no mini subscription and still has an x next to it. I highlight reactivate but still saying no subscription

[Huddo460]

Hoping I don't have to pay any further charge to connect the sky minis as they were working on my legacy package and was never told of any further charges on top of the multiscreen charge 

[Laing1]

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@Huddo460 wrote:

Hoping I don't have to pay any further charge to connect the sky minis as they were working on my legacy package and was never told of any further charges on top of the multiscreen charge 

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@Huddo460 when you go into the screen that shows a X against watch on mini boxes have you scrolled downt to that settinng the across to reactivate and clicked on that if that doesn't work we can escalate this to Sky as it will be something at their end that needs activating I had this problem years ago after changing my subscription 

[Huddo460]

Hi @Laing1 , yes I have tried to reactivate it. Still shows an x next to it (and the sky go option above it). My package was only changed at about 1830 tonight (3 hours ago). Other changes have taken place , ie tnt sports upgrade  works , was almost immediate. My account is showing multiscreen subscription too.

surely if I have 2 mini boxes from my legacy package then no further charges should be made other than the multiscreen add on ?

Thank you

[Huddo460]

Morning, @Laing1 are you able to escalate this please as still having the same issues this morning.

Many thanks.

[Laing1]

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@Huddo460 wrote:

Morning, @Laing1 are you able to escalate this please as still having the same issues this morning.

Many thanks.

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@Huddo460 as long as you have the multiroom/screen subscription there is no extra charge the problem I had was that Sky had not activated something at their end 

I have escalated this to sky

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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

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Huddo460.

[GXR44]

I have the same issue after upgrading from a legacy package which has been going on for a month now! They have replaced Q box and card but still doesn't work, can anyone help and did yours get sorted?

[Huddo460]

@GXR44 , no not yet. They have done some resetting there end, have had me reset my sky q box so far and still the same. All my apps have also disappeared and they will not come back ! Very disappointed so far. They are asking me to do a software reinstall tonight when I get home but I don't hold out too much hope. If this doesn't sort it they are escalating it to someone else

[GXR44]

Unfortunately I have done all of that and some but no fix, the last conversation I had they told me should be ok by March?

[Huddo460]

Oh dear that doesn't sound promising , will let you know if I get anywhere 

[GXR44]

I have been dealing with 3 x virtual engineers but no joy, I have asked for an engineer to visit again and also to change the viewing card but they refuse, really poor having been with them for 25 years!