topic Re: New Sky Q service, can't access on demand content, or am I doing it wrong? in Archive

New Sky Q service, can't access on demand content, or am I doing it wrong?

Gordo1973 — Thu, 06 May 2021 19:36:57 GMT

Hi folks, we had Sky Q installed today with Sky Signature and the Ultimate TV add-on. Have since added Cinema and Kids to the package. None of the on demand content seems to be working on either the main box or the mini-box upstairs. The message says "to use this service you need to upgrade your subscription" but I'm pretty sure on demand is included. Am I not using the service correctly? I thought with on demand you choose what to watch then watch it. Apologies if this is a noob question lol.

Re: New Sky Q service, can't access on demand content, or am I doing it wrong?

Gordo1973 — Thu, 06 May 2021 19:39:19 GMT

Forgot to mention the content is working via Sky Go, just not on the Sky Q boxes.

Re: New Sky Q service, can't access on demand content, or am I doing it wrong?

oldfella — Thu, 06 May 2021 19:39:27 GMT

@Gordo1973 wrote:

Hi folks, we had Sky Q installed today with Sky Signature and the Ultimate TV add-on. Have since added Cinema and Kids to the package. None of the on demand content seems to be working on either the main box or the mini-box upstairs. The message says "to use this service you need to upgrade your subscription" but I'm pretty sure on demand is included. Am I not using the service correctly? I thought with on demand you choose what to watch then watch it. Apologies if this is a noob question lol.

Hi @Gordo1973

I suspect you are trying to Download HD content without the Q HD 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.
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.

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.

Re: New Sky Q service, can't access on demand content, or am I doing it wrong?

Gordo1973 — Thu, 06 May 2021 19:41:46 GMT

I did take the Ultra HD add-on as well, don't know if this makes a difference.

Re: New Sky Q service, can't access on demand content, or am I doing it wrong?

oldfella — Thu, 06 May 2021 19:47:27 GMT

@Gordo1973 wrote:

I did take the Ultra HD add-on as well, don't know if this makes a difference.

Hi @Gordo1973

Afraid the UltraHD add on doesn't give you HD as well

Re: New Sky Q service, can't access on demand content, or am I doing it wrong?

Gordo1973 — Thu, 06 May 2021 19:52:42 GMT

So with my Signature plus Ultimate TV add-on, Multiscreen, Ultra HD, Sky HD, and Cinema/Kids subscription I can't access on on demand content and box sets?

Re: New Sky Q service, can't access on demand content, or am I doing it wrong?

oldfella — Thu, 06 May 2021 20:01:06 GMT

@Gordo1973 wrote:

So with my Signature plus Ultimate TV add-on, Multiscreen, Ultra HD, Sky HD, and Cinema/Kids subscription I can't access on on demand content and box sets?

Hi @Gordo1973

This is the first time that you have said you have the Sky HD.

If this is the monthly Q HD pack then you should have Access to HD content.

Also be aware that UltraHD content cannot be viewed on minis

Who is your Broadband supplier ?

Re: New Sky Q service, can't access on demand content, or am I doing it wrong?

Gordo1973 — Thu, 06 May 2021 19:59:59 GMT

Broadband is Virgin M200. I tried to change the format to SD for everything but it still gives me the message about not having a subscription.

Re: New Sky Q service, can't access on demand content, or am I doing it wrong?

oldfella — Thu, 06 May 2021 20:03:43 GMT

@Gordo1973 wrote:
Broadband is Virgin M200. I tried to change the format to SD for everything but it still gives me the message about not having a subscription.

Hi @Gordo1973

Check in the main Q box

Home - Settings - Status

to make sure that you are connected to the internet.

Re: New Sky Q service, can't access on demand content, or am I doing it wrong?

Gordo1973 — Thu, 06 May 2021 20:06:27 GMT

Everything looks good regarding connection.

Re: New Sky Q service, can't access on demand content, or am I doing it wrong?

oldfella — Thu, 06 May 2021 20:11:51 GMT

@Gordo1973 wrote:

Everything looks good regarding connection.

Best to contact Sky then @Gordo1973

Explain the issue and ask them to send a refresh signal to your Q box

Re: New Sky Q service, can't access on demand content, or am I doing it wrong?

Gordo1973 — Fri, 07 May 2021 09:18:47 GMT

Contacted Sky this morning, I've updated the software on both boxes as per instructions and they've sent another activation signal through. No change as yet but the guy said give it up to 4 hours. If no joy then I'll get back on the phone.

Re: New Sky Q service, can't access on demand content, or am I doing it wrong?

Loisd2500 — Fri, 07 May 2021 09:34:52 GMT

Having the same issue here with the same package

Re: New Sky Q service, can't access on demand content, or am I doing it wrong?

Gordo1973 — Fri, 07 May 2021 09:38:16 GMT

I'll report back at 1pm to see if things are working.

Re: New Sky Q service, can't access on demand content, or am I doing it wrong?

Loisd2500 — Fri, 07 May 2021 12:39:51 GMT

I've been trying mine since Wednesday. Customer service have escalated it to their managers and might result in me getting a new box or viewing card

Re: New Sky Q service, can't access on demand content, or am I doing it wrong?

Gordo1973 — Fri, 07 May 2021 12:44:35 GMT

Still nothing, very disappointing as the on demand content is what I will use mostly. Not a smooth transition from Virgin TV so far.

Re: New Sky Q service, can't access on demand content, or am I doing it wrong?

Gordo1973 — Fri, 07 May 2021 13:18:54 GMT

Tried to reset settings but still no joy so they are sending a technician out tomorrow to try and get to the bottom of it.

Re: New Sky Q service, can't access on demand content, or am I doing it wrong?

Loisd2500 — Mon, 10 May 2021 17:17:21 GMT

Did you manage to get any joy with this? Sky CS have escalated mine to a manager who should contact me within the next few days.

Re: New Sky Q service, can't access on demand content, or am I doing it wrong?

Gordo1973 — Mon, 10 May 2021 19:33:45 GMT

Engineer changed the box over, but the issue persisted. She called her manager who said she had to phone a department in India to perform a "deep dive" into the account to see if anything was locking out the on-demand content. India were not keen to do this and told her to change the viewing card. She took it out, cleaned it and updated the software to Q15, then it worked.