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Sky Sports HD channels not included in upgrade

Screenshot_20201113-092854.png

Upgraded my subscription to a new package which as per the screenshot clearly states includes Sky sports HD.  However, now the upgrade has gone through I only have SD Sky Sports and the HD channels require an additional charge.

How do I complain regarding this or go about getting it changed?  Can't seem to get through on the phone to speak to a human and no response on Twitter.

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Re: Sky Sports HD channels not included in upgrade

Hi Shapeshifter,

Have you tried forcing your box to manually update to for missing channels? It takes around 15 minutes.

Using your remote control

 Help & Settings > Help > Virgin T> go up to the top of the screen then TV Care and press OK >  Missing Channels.? > Refresh my channels list

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
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Re: Sky Sports HD channels not included in upgrade

Cheers! Will give it a go shortly and see what happens.

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Re: Sky Sports HD channels not included in upgrade

Unfortunately the HD channels are still greyed out after following those steps - get a V56 error "Channel not subscribed" if trying to launch one. SD Sports channels work fine.

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Re: Sky Sports HD channels not included in upgrade

Hi Shapeshifter,

 

Thanks for your post and welcome to the community 🙂

 

I'm sorry you're not getting the sports HD channels on your box at the moment. 

Thank you for the screenshot. I'd like to take a look at your account properly now.

 

I'll pop you a private message now.

 

Thanks

 

Melissa

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