Watching Recordings after Sky Signature Upgrade

[MikeDougall]

I have upgraded my Sky Originals Package to Sky Signature. I have an old Sk+HD 2TB box. I now cannot watch any of my recorded programmes. I have contacted Sky who say I no longer have access to these recordings. Google AI says otherwise. I also cannot live pause or rewind. If i hit the pause button the Planner screen appears. How this be fixed?

[Annie+UK]

Try performing a New Install

See question Q21 in my Sky Plus F⋅A⋅Q for New Install

Also see: https://www.sky.com/help/articles/viewing-card-error-messages-sky-plus#problem

[SKY1992bf]

@MikeDougall  Is the sky+ subscription still showing on your bill it should be showing as free

[MikeDougall]

Thank youi. New Install has verious choices. I have tried Sky+ rebuild 3 times. Is this the correct option?

[Annie+UK]

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@MikeDougall wrote:

Thank youi. New Install has verious choices. I have tried Sky+ rebuild 3 times. Is this the correct option?

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Not sure what you mean by that

A rebuild will just affect your planner data thus will not fix an authorisation issue, a new install will pair the card to the box making sure the authoriseations are correct and up to date

[MikeDougall]

Sorry. I know I am being a bit thick here. I genuinely appreciate your answers. Will a new install delete my recorded programmes?

[Annie+UK]

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@MikeDougall wrote:

Sorry. I know I am being a bit thick here. I genuinely appreciate your answers. Will a new install delete my recorded programmes?

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No

[MikeDougall]

Thank you for the suggestion, but a NewInstall will not fix this. This is a known backend issue: I swapped to Sky Signature but kept my Sky+HD box, andthe system automatically striiped ther Sky+ Features/Playback Entitlement from my viewing cardprofile. Could a Community Moderator or Superuser please escalate this thread to the Sky Online Messaging Team so an adminstrator can manually toggle my Sky+ recording entitlement back on?

[Mark39]

@MikeDougall did you try the recommended New Install? It can fix issues with the permissions stored on the Viewing Card, which is why @Annie+UK recommended it. If it doesn't resolve it, you'll need to call.

[MikeDougall]

Thank you for your message. Yes I tried the New Install. Nothing has changed.

[MikeDougall]

I should add I have just spent 3 hours on the the phone to Sky. Three technicians have told me I cannot watch my old recordings since I have upgraded to Sky Signature. A customer retention guy said I can watch them as they are stored on the box, but I need a technician to resolve the issue. So I am going round in circles. No one seemed to understand I have a Sky + box, which does not operate the same way as a Sky Q box. So I am left paying for a a subscription on  a box which is pretty useless. I have now emailed the accessible customer service team. If they  cant help I will just cancel Sky - after subscribing to Sky for nearly 27 years!