Forum Discussion

Sarah2003's avatar
Sarah2003
Just joined
2 hours ago

Added Sky Channels to my package saying not subscribed

Hi has any experience had any experience with this please

i took out a new tv package to include sky channels 

they aren’t showing they are saying I need to subscribe 

I’ve been in contact with 2 agents now on chat who have confirmed I have sky sports and cinema included in my package and to reboot hub and tv box this still hasn’t worked also checked the status online for services they all look ok

they are saying I need to ring up and log a fault my question is surely this isn’t a fault with the box or hub is this not an issue on their system? As everything else is absolute fine

thanks

☺️

2 Replies

  • Sarah2003's avatar
    Sarah2003
    Just joined
    46 minutes ago

    Hi

    Thank you for your reply.

    It is sky sports and cinema VM customer retentions have said they are listed on the account but when I have checked both are saying not subscribed 

    The app also says not subscribed as I did the upgrade via chat would that also go in a queue to be activated manually? 

  • japitts's avatar
    japitts
    Very Insightful Person
    2 hours ago

    Any package changes you make by phone are usually active immediately, during the call.

    Any requests made via self-service or other similar methods go into a queue to be actioned manually, and you should receive a confirmation email once completed.

    My immediate instinct is that if "they" who are saying a fault needs to be logged, is VM-CS, then that same "they" should be doing so. Check whether you can access whatever channels you're trying to add, via the TV Go app.

    You've loosely mentioned "Sky channels" once, and been more specific about "Sky Sports" & "Sky Cinema" in another comment. VM's TV Go app should list all your subscribed channels under the settings menu - do they?