UHD not activating

[kyledeca]

Recently renewed my Sky package after having a 24 hour break 😂

UHD has since failed to reactivate on my box. Have contacted live chat twice, both promising it will come back on firstly within 4 hours and then within 2 hours.

getting a MySky_1802 error message saying I'm already subscribed but it doesn't work - very frustrating. 

anyone else come across this and any suggestions to fix? Have tried the callback on viewing card and restarting Sky q box.

[oldfella]

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@kyledeca wrote:

Recently renewed my Sky package after having a 24 hour break 😂

UHD has since failed to reactivate on my box. Have contacted live chat twice, both promising it will come back on firstly within 4 hours and then within 2 hours.

getting a MySky_1802 error message saying I'm already subscribed but it doesn't work - very frustrating. 

anyone else come across this and any suggestions to fix? Have tried the callback on viewing card and restarting Sky q box.

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Hi @kyledeca 

Try a Reset Settings in the 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.

[kyledeca]

Hi @oldfella 

Thanks for the suggestion. It didn't resolve the issue unfortunately. I did some searching and looks like a couple others on this forum have had the same issue im experiencing. 

although, the message has changed now stating I need to upgrade my subscription, rather than it telling me I'm already subscribed.

maybe it'll now sort itself out by the morning but I'm not hopeful and looks like I'll be contacting Sky again in the morning to try and sort it out.

[kyledeca]

Had a sky engineer turn up on Saturday. Explained the issue to him - he just rolled his eyes. He knew there was nothing he could do from my home. He replaced the UHD box and went through the motions as he would be required to do these steps before being able to raise it any further. he told me that he would raise a CRF or something along those lines and explaining this what the issue is and that would likely be a "back end" issue. 

I haven't heard anything from that but have also been in touch with Sky via X (twitter) who have also escalated this issue but I'm not able to provide me with any information except that they can see that it hasn't been looked at yet. 

finding this very frustrating to be honest with the lack of information as to what the issue is or what this issue could be. 

to top it off they charged me for the sky engineer visit, despite him not being able to fix the issue. Needless to say I have been in touch with regards to that and it has been now removed from my bill.