Upgrade

[JT222]

We've just moved house last week and our broadband has been activated this morning. Our internet is working well and we can watch the television. However, if we go on our home page or apps etc, it just says 'to use this service, you need to upgrade your subscription'. We've never had this problem before and it's really frustrating. Have tried everything mentioned on here, desperate for further help.

[Chodley]

And you're on Sky Q? Did you have the home move team involved to get your dish installed etc?

[JT222]

Yes on Sky Q. Home move helped yes, all the tv channels are working, just not the home page 🙂

[Lisa-P1987]

Thanks for escalating this. We’ve sent @JT222  an invite to chat.

[Tom-W19]

Hi @JT222 

An invite was sent but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

[SBSB2]

Has this been resolved? We are having a similar problem with our Sky Q Mini Box and Apps telling us we do not have the subscriptions needed, but we do. Would be interested to know if yours has been resolved 

[GXR44]

Sky are telling me there is no fix at the moment which I find hard to believe? Spent over 20 hours on the phone and still paying for the services???

[Tom-W19]

Hi @GXR44 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[SBSB2]

I had a similar problem at the start of January. My problem was fixed, but it was painful and took over two weeks. The customer service team could not resolve and at one point said it was unfixable and we would have to live with it or leave. In the end we went to customer retention team who where slightly more use and they sent out an engineer as they thought it could be our box. It was not, however the engineer was amazing and had heard of a similar problem and knew the best technian to contact in the back off team. he did that and it was fixed in under an hour. Unfortunately I do not know what the exact problem was or who to refer you to.

I am sorry as I found the whole situation incredibly stressful and frustrating. I hope you can get this fixed.

[GXR44]

@Huddo460 Hi thanks for the update, I have been in this situation for a month and am totally fed up with being pushed from pillar to post. They are refusing to send either a replacement card or engineer, really poor service.

[Huddo460]

@GXR44 , yes very frustrating. Paying for services now we cannot use. Cannot use the mini boxes or any apps including Netflix which we have just upgraded to. Hopefully I will get lucky and get someone in the back office team who has heard of this issue and knows how to fix it.

If I  get any positive news then I will be asking how they fixed it so I can share with everyone 

[GXR44]

Don't hold your breath, my case has been escalated to back office three times so far.

[Huddo460]

Well if they don't get it sorted then I will be cancelling , simple as that ........ although I doubt anything will be easy with Sky !!!

[GXR44]

You can cancel as they cannot supply the services.

[Huddo460]

Can anyone advise please.

Story so far:

Have been with Sky for 16 years. Had, up until a few days ago, a Sky Q Bundle and Sky Q Silver packages (they referred to these as legacy packages). 
I upgraded a few days ago to the Sky Signature package, multiscreen and the Sky Ultimate including Netflix. We took up Sky Sports , Cinema and TNT sports as well. These were for an 18 month contract I believe. 

As they cannot provide the multiscreen service due to issues already mentioned in this post and I have lost all my apps so cannot access Amazon Prime, Disney + and the new Netflix I have taken out then I may look to cancel and go elsewhere.

Question is , am I now in a 14 day cooling off period where. I can cancel all these services or is this not the case as I was an existing customer and upgraded to new 18 month contract in the packages ? 

if I leave it after the 14 days and then cancel will they then say I will have to pay hundreds in payments due to my 18 month contracts ? So am I best to notify of my cancellation in the 14 day cooling off period (if it exists) to avoid any further hassle ?

I don't believe they can even put me back on what I was on before due to it being a legacy package (although everything was working then ! Had access to both my mini boxes and all my apps !!!)

Any guidance would be be greatly appreciated.