upgraded to Sky Q keeping getting notifications on screen service will be cancelled

[Brick]

Hi

I upgraded to Sky Q last Thurday 12th Sept all functions working but I keep getting notications on screen "Your TV Account will be cancelled in October Call  for options"

I called Sky Agents 3 times last week but they dont know why its happening. Its driving me crazy, can you please help me?

A new Card came in the post on Friday and I inserted and paired the card on the box and it said it was successful. The errors were comng up on Tursday and are continuing. Rebooted box a few times but not resolving,

Can you escalate this please as its driving me crazy?

[nigea99]

hi @Brick 

I have escalated your post to a SKY support team, who, hopefully, will be in touch & hopefully will be able to asist you to get the messages stopped.

Please see this link re the escalation and what you might see:
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

If you are using Safari I believe you must make sure that 'Hide IP address' is not checked in settings to be able to see it - if you have difficulty finding that setting then may be try accessing here with another browser

[Lisa-P1987]

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

[Brick]

Tried the chat ansered most secuity questiont to a point where it stopped working , at the final security question getting error "An error occurred while processing your response. Please try again."

[Brick]

This is still unresolved and im still getting the described error / notification can someone help please?

otherwise I will need to cancel 

[Brick]

Having no luck with the Sky escalation chat seems like it's same agents no one professing my issue. Can someone please help it's very frustrating?

[nigea99]

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@Brick wrote:

Having no luck with the Sky escalation chat seems like it's same agents no one professing my issue. Can someone please help it's very frustrating?

---

The escalation team here are a dedicated support team for customers reporting problems here  & are very well qualified to assist customers

I know it may be frustrating for you but they are probably one of the best routes to get you sorted - if they cannot assist directly they can usually point customers where needed.

I have thus escalated your post again, which hopefully they will be able to pick up.

As before - please see this link re the escalation and what you might see:
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

If you are using Safari I believe you must make sure that 'Hide IP address' is not checked in settings to be able to see it - if you have difficulty finding that setting then may be try accessing here with another browser
 

If you do get problems accessing/using the chat once they have responded to say they have sent an invite/re-opened the chat, please may I suggest trying a different device

[Brick]

Looking for an update please? thank you in advance.

[Greenfingers001]

Hi there @Brick , I’ve re escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

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

Please be aware replies are not always instant but we'll always reply then wait for 48 hours for you to reply before the chat is closed. 

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

[Brick]

Update for others

Re-paired card, software update from menus, forced software update from reboot, still not resolved.

Engineer coming this week though as someone who works in software this is a software issue in my view. The issue continues. Let's hope it gets resolved this week. As the error states services will be cancelled in October maybe they will naturally expire as its October now. 

Will update again after engineer visit 

[william902]

I have same problem. Phoned countless times and lslowly osing my tether with them

True response by SKY. They said it must be my TV. I replied my TV only plays what it recieves. He then replies is it a Smart TV. I finally replied yes but its not that smart.

I watch this thread with interest

[Brick]

Will keep you posted but I don't hold much hope. Can't believe they tried to say it was your TV.
If it's not resolved I will be cancelling.

[Chodley]

Can you get a photo of that message?

[Brick]

I'm unable to attach photos in this form.

I provided screen shots to the Sky support teams during the chats.

[Brick]

Engineer called to my house today, repaird new Card, 30 mins or so after he left the on screen notification appears again so its not fixed. I've no more time to waist on this, what now?