Switching Sky packages

[SnirG]

Hello, 

I have a Vodafone Cable subscription, which includes Sky Starter + Sport packages. 

Last November, when I signed up to Vodafone, their Sales represantative told me that all the movies in the Sky Cinema package are only in German (which I don't speak), so I signed up for the Sport package instead. 

After I received the 1 month free Sky Cinema & Entertainment packages (due to the Corona Virus), I realized that all the movies' audio can be switched back to English, so I called Vodafone Support, on April 22nd, asking to switch from the Sport package to the Cinema package. 
Dennis from the Call Center told me that it'd take upto 3 business days, but although now I see that I have Sky Cinema package on my Vodafone account, I still don't have it on my GigaTV decoder, nor in my Sky account! 

Today I contacted Vodafone Support again by email, & their answer was to open a thread here... 

Can anyone assist me with that, or should I look for a better service provider? 

[Tina]

Hello SnirG,

welcome in our community. Nice to see you.

Basically it is not possible to switch between the sky packages. did it work the first time from cinema to sport?

For a closer look send me the following informations in a private message:

full name

date of birth

address

customer number

Write a short reply here afterwards.

Best regards

Tina

[SnirG]

Hello Tina, 

Thanks for your help. 

As requested, I sent you a private message with my details. 

To answer your question, this is the first time that I ask to switch packages, as I have the Sport package from the begining of my subscription. 

So, if it's not possible to switch Sky packages, why Dennis from Vodafone Call Center told me otherwise, & this change is already updated on my Vodafone account ? 

Also, I don't understand the meaning of "not possible", & I don't accept it!

If the Vodafone Sales representative , who sold me the subscription, gave me the wrong information, why should the customer take the blame, instead of the company who hired that employee? 
According to my contract details, I can disconnect from Vodafone from  May 29th .
Do you expect me to disconnect from Vodafone, & then reconnect back in order to get what I want? 

Or maybe I just have to switch to another provider ... 

[Tina]

Hello SnirG,

thanks for your pn.

The abo Sky Cinema is already booked. But the channels aren't unlocked, right? Did you get a confirmation from Sky within the last days?

Best regards

Tina

[SnirG]

Hello Tina, 

Correct, the Sky Cinema package channels are blocked on my GigaTV decoder. 

Sky didn't send me any message, but when I saw that the Cinema package isn't updated in my Sky online account, I contacted them twice, & they asked for additional fee for switching (first time they asked for 5 Euros per month, & in the second time they asked for 7 Euros per month). 

[Tina]

Hello SnirG,

I have handed over the situation to the responsible colleagues. They will now contact directly sky and try to clarify it.

Please be patient.

Best regards

Tina

[SnirG]

Hello Tina, 

I want to update you that since last night, some of the Sky Cinema package channels are available on my GigaTV, but I'm missing most of the HD channels in that package (currently, I can see only 2 HD channels)! 

Today I rebooted the decoder, but it didn't change nothing. 

When I checked my Sky online account, now I see that it has been updated from Sport to Cinema, so now they just need to open the rest of the HD channels (like Cinema Action). 

[Tina]

Hallo SnirG,

the Sky-Abo has now been changed by us. Because of the missing HD channels you have to contact Sky directly.

Best regards

Tina

[SnirG · Accepted solution]

Hello Tina, 

Today, Sky activated all my Cinema channels, so this matter is finally closed! 

Thank you for your help with this matter. 

I have 2 other issues that I'll appreciate your help with: 

1. My Internet Cable modem keeps rebooting almost every day! 

2. I saw on your website, that there's an 8 Euros one-time fee to open 18+ content for on my GigaTV. Is it correct, or can you open this content with no charge? 

Can you handle these issues, or should I contact some other channel? 

[Tina]

Great.

For your first question please open a new post in the right board. 🙂

To your second question: We currently do not offer content with FSK 18 on our GigaTV Box.

Best regards

Tina