Subscription issue

[Kazatron]

I am unable to access Sky Cinema even though it is part of my package! I am getting the 'you need to upgrade' error message. 

I have followed all the steps re updating my

Sky Q box but I still have the same issue. 

I have spent hours on the phone to Sky, as they cancelled my TV package, not once, but twice! Each time being told I had cancelled it when I hadn't.  Until this happened, I can honestly say I had no issues with Sky in the 19 years I have been a customer! The last 3 days I have had more issues than I care to mention.  

[oldfella]

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@Kazatron wrote:

I am unable to access Sky Cinema even though it is part of my package! I am getting the 'you need to upgrade' error message. 

I have followed all the steps re updating my

Sky Q box but I still have the same issue. 

I have spent hours on the phone to Sky, as they cancelled my TV package, not once, but twice! Each time being told I had cancelled it when I hadn't.  Until this happened, I can honestly say I had no issues with Sky in the 19 years I have been a customer! The last 3 days I have had more issues than I care to mention.  

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Hi @Kazatron 

Have you checked in your Sky package that it still include Sky Cinema.

You can do this in your Q box in the Home menu. Scroll to the bottom and select My Sky

[Kazatron]

Yes, I have, thank you.  It is part of my new package agreed on Saturday 

[oldfella]

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@Kazatron wrote:

Yes, I have, thank you.  It is part of my new package agreed on Saturday 

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Hi @Kazatron 

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.

[Kazatron]

Thank you.  I have tried that but it didn't

work unfortunately! 🤷‍♀️ 

[Paul469]

My contract says sky signature is £28.50 but my email says its £21.50 can you explain why please.

[PandJ2020]

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@Paul469 wrote:

My contract says sky signature is £28.50 but my email says its £21.50 can you explain why please.

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We're other customers here - we cannot see your account.  Is this a new contract, new deal etc?