No sky sports HD channels even though its part of my package

[Furryhobnob]

Since upgrading to the ultimate volt on the 1/11/22 I no longer have access to sky sports HD channels, I've tried speaking via WhatsApp, calling virgin on Wednesday this week, the woman on the phone confirmed its part of my package to have HD sports and should be sorted within 48 hours, of which it wasn't, I'm pulling my hair out trying to speak to someone who can resolve my problem as when I call virgin now they send me a text and put the phone down, the link they text me takes me to a blank page, so i thought I'd post on here in hope that someone who works for virgin can actually get my sky sports HD package working?! 

[japitts · Accepted solution]

Try following Home > Help & Settings > Help > TV Care > I'm missing some channels

If that fails to resolve, then you'll need to wait on here for VM staff to respond. You mention getting a text from the IVR, often the best results are achieved by ignoring all the prompts after you've chosen the options - just don't press anything else, and wait.

[Furryhobnob]

Thanks for the helpful reply, but I've already tried that about 3 or 4 times 

[Furryhobnob]

How long does it take for a mod to normally see these and sort the problem? Does anyone know? Thanks in advance 

[japitts]

It's generally about 2-3 days for a staff (not necessarily moderator) to respond, but they work through posts in date order, so by enquiring about this - you've potentially put yourself to the back of the queue.

[David_Bn]

Good Morning @Furryhobnob, thanks for your post on our Community Forums, and a very warm welcome to you!

Sorry to hear that HD channels have gone missing from your services.

Since there has been some time since the most recent post, can you please confirm if this issue is still ongoing for me?

If this is ongoing, we can take this to a private message and see what we can do to fix this.

Kindest regards,

David_Bn

[Furryhobnob]

Yes this issue is still ongoing, I haven't been receiving the channels I'm paying for since the 1st of this month when I changed my contract, so 17 days now, Regards 

[John_GS]

Morning @Furryhobnob

Thanks for coming back to the thread.

Try it now for me please - let me know if it works as I think I've been able to fix it for you. Might need to reboot the box. If not after a reboot, what error message is it please?

Best wishes,

[Furryhobnob]

Thanks John I can confirm it's now working, appreciate you sorting it 👍🏻