Sky Q Atlantic

[LokeshC]

Hi everyone,

I have sky's tv and broadband package, every time I try to access Sky Atlantic it says I need to upgrade I have also tried putting it on SD instead of HD and UHD.

However, I am still not able to put it running. Is there any suggestion on how to go about this?

Thank you in advance.

[oldfella]

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@LokeshC wrote:

Hi everyone,

I have sky's tv and broadband package, every time I try to access Sky Atlantic it says I need to upgrade I have also tried putting it on SD instead of HD and UHD.

However, I am still not able to put it running. Is there any suggestion on how to go about this?

Thank you in advance.

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Hi @LokeshC 

What Sky TV package do you have?

[LokeshC]

I am trying to locate that .. but I am unable to find any information on where to find it.

[oldfella]

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@LokeshC wrote:

I am trying to locate that .. but I am unable to find any information on where to find it.

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Hi @LokeshC 

Go to the Home menu in your Q box.

Scroll down to My Sky

It should show details of your TV package

[LokeshC]

Two things I am coming across:

Sky Signature (contract valid till Nov'23)

and Sky VIP silver

[oldfella]

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@LokeshC wrote:

Two things I am coming across:

Sky Signature (contract valid till Nov'23)

and Sky VIP silver

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OK @LokeshC 

First check that you are not trying to Download or view HD or UHD content without the Q HD or UHD Subscription pack.

Sky Signature includes BoxSets and Entertainment channels only in SD as standard.
Only free to air channels such as BBC, ITV etc are in HD. The Q HD pack is required for all other Sky Signature HD content, including Catch Up in HD, On Demand in HD and BoxSets in HD
If you do not have the Optional HD pack you need to change the Download to SD in All Formats (as HD is the default setting).
So that you do not need to do this every time it’s best to change your Download preference to SD in Home - Settings - Setup - Preferences.
This needs to done on the main Q box.
Then if you want to download any HD content from free to air channels (BBCHD ,ITVHD etc) you can select HD in the All formats tab of the content . This will change the format for that particular download only but still leave your format to SD in preferences.

[LokeshC]

we already have tried that.. it's in SD only.

 

[LokeshC]

@oldfella 

Similarly, I am also unable to use Sky Cinema. Same prompt coming up - you need to upgrade (even with SD)

[oldfella]

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@LokeshC wrote:

we already have tried that.. it's in SD only.

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Hi @LokeshC 

I have escalated your post to Sky.
You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
The link below explains how the escalation process works

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147?.

[LokeshC]

Thank You. Appreciate the help. 
we'll await a response from the team.

[Mr+Flibbles+86]

Thank you for escalating this. We’ve sent an invite to chat

[Mr+Flibbles+86 · Accepted solution]

Update - This has now been resolved on a private chat

[Kellie1981]

I'm the same. Just got sky Q after waiting two months. And sky Atlantic isn't working, says I've to upgrade. 

[nigea99]

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@Kellie1981 wrote:

I'm the same. Just got sky Q after waiting two months. And sky Atlantic isn't working, says I've to upgrade. 

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hi @Kellie1981 

Welcome to SKY Q

Do you have the HD add on - if not please try changing the default download preference to SD in

Main Menu -> Settings -> Setup -> Preferences

If you do have the HD add on or the above does not sort you please let us know so we can escalate to a SKY support team

[Kellie1981]

Still not working says 

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