Sky Stream Day 1 - no channels

[Sanjayfox]

Hi

Received my sky puck today, since lunchtime we get the same message on every channel, your not subscribed.

Called Sky, did all the usual resets but no luck, told it could take up to 72 hours to resolve, working hours,  so over 5 days.!! 

Surely this can't be right, my contract and billing started today and we have no service.

Has anyone else had this issue and how long did it take to get resolved, if it's going to be a week I can ask Virgin if they move our switch off date back. 

Thanks 

[Chrisee]

@Sanjayfox unfortunately when this happens it requires fixing by a baxk office team. Once fixed talk to Sky as they should credit you for the delay. 

[Sanjayfox]

Thanks Chrisee 

Still no service today and I'm guessing the back office team work Monday to Friday but I might be wrong.

I'm hopping this is a one off issue and and not a regular occurrence, feels like I arrived at a car dealership to pick up my brand new shiny car, it wont start, and been told it could take a week to resolve.

Not sure which  is the lesser of the two evils, having a failed delivery from sky or having to speak to virgin and try move my cut off date which took 4 calls last time.

[Wolvesfan9]

Sorry to hear you're having this problem.  I can't help with your issue but I can say that it's worth waiting for!  When they get you up and running I'm sure you'll love it.  We switched recently from Q to Stream and it's tremendous.

[Sanjayfox]

Hi Wolvesfan

Really appreciate the encouragement, spent to long in here today reading about all the issues and starting to wonder if we made the right decision moving to stream, we came from sky q to virgin and now sky stream.

Seems odd add skip is now a chargeable add on when its already a premium service, at least we don't have to pay for HD anymore which was a pet hate when we had Sky Q.

Thanks again. 

[Dazzasky]

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@Wolvesfan9 wrote:

Sorry to hear you're having this problem.  I can't help with your issue but I can say that it's worth waiting for!  When they get you up and running I'm sure you'll love it.  We switched recently from Q to Stream and it's tremendous.

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Really, IMO it's most definitely not worth waiting for if it doesn't work from the get go. Given the time that's it's been live people shouldn't be having these issues. 

[Wolvesfan9]

Doesn't make it not worth waiting for though for the other poster 🤷

[Anonymous]

I don't understand this, how would you not be subscribed as you sign up to the basic services at the time of order. 

Once you plug in and set up the puck your subscription officially kicks off and away to go.

Free to air channels should be there, well so should subscription channels but OK there may be a delay for those 🤔

It doesn't seem right to me but happy to be educated.

[Sanjayfox]

It makes no sense to us either, sky sports is now workingi but nothing else, not even the free to air channels. 

It worked for a few hours  and then stopped, from what customer services advised it has something to do with our email address no longer been linked to our account which surely can't take much to resolve.

Maybe we should have gone back to sky q, we still have the dish and all the wiring....

[Wolvesfan9]

It's a massive shame, Sky really need to sort this out for you asap.  I hope it doesn't colour your opinion of Stream. It sounds more like Sky causing an issue with your account than being related specifically to a Stream problem.

I hope you're sorted tomorrow. I absolutely love Stream, hope you finally get the same enjoyment.

[Sanjayfox]

Finally got sorted today.

To be fair to the customer service team they were reponsive and tried calling twice today, sent 2 texts, and left voicemail to confirm the service was working.

 Hopefully now we can start enjoying the service without to many issues.

Thanks again for everyone's input 

Regards 

[Anonymous]

Excellent news, fingers crossed all goes well. You will get some glitches and anomalies along the way as the software is still in development but overall it shouldn't be too bad 🤞

At least that's what I keep telling my household 😊

[Wolvesfan9]

Great news! I hope you enjoy it.