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Member
Kennyyorke25
Posts: 5
Registered: ‎22-03-2014

Problems with catch up

I rejoined sky recently and have the entertainment package and sports. I have been trying to watch a programme called 'the happenings' via catch up on demand but when I click to view it I get a message telling me that I need to upgrade my subscription. I can download and watch other programmes from catch up and from the Watch channel. I have phoned Sky and was told that there are problems with on demand at the moment and no solution was offered to help me. I also spoke via chat to a sky customer service rep online. She told me that she would report my problem and it would be fixed in 24 hours. That was 3 days ago and it still isn't working. Any ideas on how to fix this issue would be appreciated. I am not trying to watch a movie or box set. I should be able to watch this with my current subscription.
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Community Coordinator
Kei+M
Posts: 3,853
Registered: ‎23-10-2013

Re: Problems with catch up

Afternoon @Kennyyorke25 and thanks for registering on our community forum.

 

I understand you've previously reported an issue with The Happenings on Catch Up where you've been advised you need to upgrade your subscription.  Does this happen with all episodes or only certain episodes? I assume this is via Sky TV as well?

 

Let us know and we'll investigate further if required.

 

Thanks,

Kei M
Community Coordinator
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Member
Kennyyorke25
Posts: 5
Registered: ‎22-03-2014

Re: Problems with catch up

[ Edited ]
Hi, and thank you for your reply. This issue happens with all episodes of that show. I can download and watch other shows from catch up which are available on the Watch tv channel. The message to upgrade my subscription only shows after I try to download an episode of 'the happenings', I was not told to upgrade by a sky customer service advisor.

And yes it is the same whether I try to access through sky tv or with sky go
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Community Coordinator
Kei+M
Posts: 3,853
Registered: ‎23-10-2013

Re: Problems with catch up

Thanks for coming back to us @Kennyyorke25,

 

Can you tell us what TV packages you are receiving? And can you tell us if the content you are trying to view On Demand is in HD?

 

Thanks,

Kei M
Community Coordinator
Community Welcome, Hints & Tips
Sky Help Centre http://www.sky.com/help

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Member
Kennyyorke25
Posts: 5
Registered: ‎22-03-2014

Re: Problems with catch up

[ Edited ]
I have the sky entertainment package and sports. I am trying to watch on demand. The display on screen says that the program is on demand and the channel is 'Watch'. It is not on hd
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Community Coordinator
Kei+M
Posts: 3,853
Registered: ‎23-10-2013

Re: Problems with catch up

Oops, apologies I see you answered that in your first post.

 

Do you have Sky Go? If so can you try and access the content here and advise whether you can access it?

 

Thanks,

Kei M
Community Coordinator
Community Welcome, Hints & Tips
Sky Help Centre http://www.sky.com/help

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Member
Kennyyorke25
Posts: 5
Registered: ‎22-03-2014

Re: Problems with catch up

I have tried your link and I get the following message :

Upgrade Now
You will need to be a Sky TV customer with the relevant pack to watch programmes from this channel.
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Community Coordinator
Kei+M
Posts: 3,853
Registered: ‎23-10-2013

Re: Problems with catch up

Ok, as you've been advised it should have been resolved within 24 hours and it has yet to be resolved can we get you on a live chat and we'll have another look at the account.

 

Thanks,

Kei M
Community Coordinator
Community Welcome, Hints & Tips
Sky Help Centre http://www.sky.com/help

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Member
Kennyyorke25
Posts: 5
Registered: ‎22-03-2014

Re: Problems with catch up

Will do. Many thanks for your assistance
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