Forum Discussion

ChrisRand's avatar
ChrisRand
On our wavelength
10 days ago
Solved

Sky Sports UHD channels off? Everyone?

My Sky Sports UHD channels on Stream/Flex became unavailable 10 days ago. They just appeared greyed out in the planner and have remained so.

Online support keep saying "it will be fixed in the next 24–48 hours" but it has not been.

I asked if we would be getting a refund and was told: "yes I can promise  you for that." (sic)

Today they said: "The technical team is actively working on it and all our customers are having this trouble at the moment."

Is it true that everyone is having this problem?

 

  • BlueLou's avatar
    BlueLou
    7 days ago

    This should be fixed now. Please check and if not let me know 

14 Replies

  • Richardr1's avatar
    Richardr1
    Fibre optic
    4 days ago

    I got a call from Virgin Media a few minutes ago to check that it was working fine. If you haven't done so make sure you log the issue [I did via the webchat and I see Davecarlson has via the phone support] and hopefully they will call you back.

  • BlueLou's avatar
    BlueLou
    Virgin Media Staff
    7 days ago

    This should be fixed now. Please check and if not let me know 

    • davecarlson's avatar
      davecarlson
      Joining in
      5 days ago

      @BlueLou - any update ? Football starts in an hour and my services are still unavailable ( area 20, not that it should make a difference for IPTV...) 

    • davecarlson's avatar
      davecarlson
      Joining in
      6 days ago

      Mine are still unavailable.

      i did a reset on the flex box aswell, and after a software update they are still unavailable , despite the box having the green tick under subscriptions ( sky sports hd is activated though ) 

      • davecarlson's avatar
        davecarlson
        Joining in
        5 days ago

        Football has now started and the UHD os still not available 

    • ChrisRand's avatar
      ChrisRand
      On our wavelength
      6 days ago

      Yes, mine came back too, after two weeks off. Very strange.

  • chrigil's avatar
    chrigil
    Tuning in
    7 days ago

    My UHD channels have just come on! In time for the big game tonight 🎉

  • chrigil's avatar
    chrigil
    Tuning in
    7 days ago

    I'm having a similar issue where I've added Sky Sports UHD 3 days ago and it won't activate. Everything says I have it, it just won't work.

    I began to wonder if maybe Sky Sports UHD isn't compatible with the Flex box but if you have it and it worked previously, I guess it must be?

    • Richardr1's avatar
      Richardr1
      Fibre optic
      7 days ago

      Yes the channels have worked previously on my Stream box without issue [albeit without Atmos sound unlike Virgin's other boxes]. I haven't got a TNT Sport subscription through Virgin Media at the moment, but if you have I assume TNT Sport Ultimate is working in UHD?

  • Richardr1's avatar
    Richardr1
    Fibre optic
    10 days ago

    I can't answer your question as I haven't currently got the appropriate subscription, but a couple of points:

    1. Have you cancelled your Sky Sports subscription? [I only ask because when I did they took the UHD part off straight away rather than the 30 days notice for the main channels and that they charged for];
    2. Does it show as a subscription on https://www.virginmedia.com/support/help/tv/streaming ? and
    3. Does it show as a subscription on the stream box [a tick against it in the subscription app]?
    • ChrisRand's avatar
      ChrisRand
      On our wavelength
      10 days ago

      Hi Richard – thanks for this; no, I haven't cancelled my Sky Sports, and yes, it still has a nice tick against the UHD on the Stream box. It's infuriating! The issue has been acknowledged, but I was even more curious at the suggestion that "all our customers are having this trouble at the moment" and wondered if that was true...

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        8 days ago

        Hi ChrisRand 

        Thanks for posting and welcome back to the community. Apologies for this issue. We can see you've spoke to the team since the post and it's been logged with the relevant team who are working on fixing this as we speak, you'll be contacted when there's an update/fix. Best wishes.