Problems activating Paramount+ and Disney+

[Liz441]

I'm new to Sky. I was sent instructions to activate Paramount+ and Disney+ which are included in my package. However, when I try to open them I get the following message: We'll be back soon. Something went wrong but we're working on it. MYSKY1018.

Any ideas?

[Freddieboy69]

Hi @Liz441  welcome to the forum,

I would say as a first thing to try would be to power down the puck by switching off at the mains and unplugging it for about a minute, then plug back in and switch on, then after rebooting try opening the Apps again,

If that doesn't work, from the home screen scroll down to settings, then select 'System Management' then 'Resets and Updates'  then scroll to Refresh Apps' this won't seem to do anything straight away, but will work in the back ground.

Hopefully that help,

Freddie

[Liz441]

Hi Freddieboy69

Thanks for responding. Just tried what you suggested but it didn't  work.

Do Sky have 'techies' you can contact for help?

I couldn't find anything on line.

[Freddieboy69]

Hi @Liz441  I'm not sure what else to suggest, maybe someone with a bit more knowledge can help, or escalate it to one of the sky team, possibly @Jporch316 may be able to assist in this?

Regards

Freddie

[Jporch316]

Hi @Liz441 

the community escalation is currently offline temporarily. I would suggest giving sky a call to troubleshoot the issue. 

[lettice · Accepted solution]

@Liz441 

This has been quite a common issue for sometime, for some customers.

Some have found trying the activation process a few times, eventually gets it working.

If not, you will need to call Sky.

[Liz441]

How do I contact them? I can't find a number anywhere on the web.

[Freddieboy69]

Hi @Liz441 

To contact Sky You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number. 

Hope that help,

Freddie

[Liz441]

Thanks. I'll phone them tomorrow.

[Fothergill1]

Hi @Freddieboy69  It used to be a simple matter to get the 0333 customer services number via the link you have provided but Sky in their  "wisdom" have not redirected customers to a highly frustrating set of help flows.  It is only when you get to the end of the problem (which is no mean feat in itself) that you will hopefully find a box saying "No, I still need help".  You then need to follow that thread to "I prefer to get in touch"  and when you finally get to an option to "Call us" you need to click that button to reveal the 0333 phone number.

What a rigmarole.

cc @Liz441 as above