Sky+ subscription or box issue

[stuart+l23]

I have just been helping an elderly neighbour that uses Sky+. He's now not able to record, and the box is acting as if he doesn't have a current subscription. Logged into his account and is all paid up and fine.
Rang Sky with him and the rep tried to claim Sky+ boxes are going out of service and he needs to upgrade to SkyQ for an extra cost.

This sounded like **bleep**, but having updated the Sky+ box software am out of ideas. I'm not too familiar with Sky stuff but can work my way around a menu. Internet connection is live.

Suggestions?

[caesarome]

What happens when he tries to record something, what does the onscreen message say ?

[GD1]

@stuart+l23  Sky + boxes are no longer supported so Sky are wanting customers to move to Sky Q.

What is the actual neesga ethe box gic=ves when trying to record or indeed plaback anything recorded?

[stuart+l23]

Thanks for the responses

I don't have the notes here with me, but it was along the lines of "to record you need to have a Sky subscription". Hence me checking he hadn't missed a payment or anything. The rep said his account was in good order.

There was an issue with his Sky app not showing billing and product information, but once I'd linked with his Sky ID that was fine, and on the online account too. That didn't resolve the box issue though.

[Annie+UK]

Try a Planner Rebuild

See question Q02 in my Sky Plus F⋅A⋅Q

[stuart+l23]

The Planner seemed OK, I helped him tidy up old recordings and cleared out the schedular as there was lots of stuff in there he didn't want. Does that suggest the Planner is OK, or could still need rebuilding?

[Mark39]

It's still worth a try and it's not destructive so there's no harm. A Rebuild can fix all manner of issues. 

[Exiled-in-HH]

Does your neighbour switch off the Sky+ HD box at night?

Is it a Sky+ or Sky+ HD box?

[stuart+l23]

I will double-check on the HD.

Not usually, but he had it turned off for several weeks while on holday, and I believe this issue started when he came back and turned it on.

[Annie+UK]

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@stuart+l23 wrote:

I will double-check on the HD.

Not usually, but he had it turned off for several weeks while on holday, and I believe this issue started when he came back and turned it on.

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The veiwing card might need re-pairing to the box

Try performing a New Install

See question Q21 in my Sky Plus F⋅A⋅Q

[stuart+l23]

He tried the Planner rebuild and the New Install. Neither helped sadly. Any other thoughts anyone?

[Annie+UK]

Phone Sky and have them pair the card remotely, if that fails a new card may be required