To use the service you need to upgrade your service error

[Robbo0410]

Hi I recently joined Sky, trying to use the on demand service and the above message pops up, I have the hd and ultra hd add on required for sky box sets so I am not sure why I am getting the error I have tried pairing my viewing card and updating the software, any ideas 

Thanks

Shaun

[Daniel0210]

@Robbo0410 
I’ve escalated your post to Sky and the Escalation Team may get in touch with you tomorrow. 

Look out for an email and also a blue/red speech bubble at the bottom of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. If you fail to respond to each chat reply from Sky within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread regularly.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

If you are using Safari also make sure that Hide IP Address is not checked in order to see the chat bubble. If you have trouble finding this to check the settings, use another browser such as Chrome or Firefox.

[Mr+Flibbles+86]

Thank you for escalating this. We’ve sent an invite to chat 

[Mr+Flibbles+86]

Update - This has now been resolved on a private chat