Recently downgraded my package for my mum but now she can't record anything

[Wullie]

Recently downgraded package for my mum but now she can't record anything or watch the programs she had previously recorded on box it's the sky + box she has as internet not good enough for others

[SKY1992bf]

@Wullie  You need the relevant subscription to watch a recording back.

so for example if she's trying to watch a movie from sky cinema the sky cinema subscription is still required 

[Wullie]

Ahh was not told this when I downgraded but why can't she record the channels she has though?

[SKY1992bf]

@Wullie  Is the sky + subscription entitlement still showing on the bill?

[Mark39]

@Wullie do you know what subscription package your mum now has? Any viewing package includes the ability to record.

[Wullie]

Sky signature she's on now with sky go 

[Wullie]

No not showing on acc

[SKY1992bf]

@Wullie  You need to get that added back on as you have Sky signature it should be free

[Wullie]

Thank you I'll get on to them to put back on 😁👍

[Mark39]

@Wullie yes, I agree with @SKY1992bf . The recording capability is included by default with the Signature package, so she should be able to record and play back any channel comprised in the package. Your mum will need to contact Sky to get it put right - unless you have her telephone password?

[Wullie]

No it's me that deals with it anyway in my name thank you 😁👍

[Mark39]

---

@Wullie wrote:

No it's me that deals with it anyway in my name thank you 😁👍

---

Ok, we can ask Sky's messaging team to contact you for a private online chat if you wish,  rather than calling?

[Wullie]

Yeah that be great thanks 

[SKY1992bf]

@Wullie  I'm not sure the escalation team can add packages to an account (cc @Mark39 ) but to see if they can, I’ve escalated your post to sky community chat who hopefully will be in contact and send you a private community message/email so I would recommend that if not already on, you turn email/private message notifications on to avoid missing any alerts

So look out for a chat bubble across the bottom of the screen when logged onto the forum

This link explains how this works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Be reassured the email & message is from Sky and your details are safe and secure.

Once you receive an invite you’ll have 48 hours to initiate a chat before it automatically times out, also ensure you login to the forum periodically for 48 hours after receiving the invite and check the chat bubble for any responses from sky and make sure you respond to each message from sky within 48 hours of each message, or the chat will time out again

NB 1 If your post has been escalated for a non return fee issue please note proof of postage is required without it refunds are at sky’s discretion

NB 2 If you are using Safari please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Chrome

[Lisa-P1987]

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