topic Re: Catch up and Kids not working in Archive

Catch up and Kids not working

Jordie87 — Mon, 07 Mar 2022 20:46:41 GMT

Installed on 06.03.22,

when trying to access catch up or kids tv i always get the "you need to upgrade to get this service" Message,

Found it very hard to find a contact number for sky so was hoping someone could help here

Thank you in advance

Re: Catch up and Kids not working

oldfella — Mon, 07 Mar 2022 20:47:34 GMT

@Jordie87 wrote:

Installed on 06.03.22,

when trying to access catch up or kids tv i always get the "you need to upgrade to get this service" Message,

Found it very hard to find a contact number for sky so was hoping someone could help here

Thank you in advance

Hi @Jordie87

Are 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: Catch up and Kids not working

Jordie87 — Mon, 07 Mar 2022 20:53:21 GMT

Hi i do also have the Sky Q HD Package aswell but it is the ITV hub catch up i am trying to download but still get the upgrade your subscription message

Thanks

Re: Catch up and Kids not working

oldfella — Mon, 07 Mar 2022 21:01:33 GMT

Hi @Jordie87

I have escalated your post to Sky

You may receive an email or a private message inviting you to have a private conversation with a Sky Expert.

Look out for a chat bubble at the bottom of your screen

See the following link

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Catch up and Kids not working

Mr+Flibbles+86 — Tue, 08 Mar 2022 10:37:11 GMT

Thank you for escalating this. We have now sent an invite to chat

Re: Catch up and Kids not working

Mr+Flibbles+86 — Fri, 11 Mar 2022 11:15:20 GMT

Update – Thanks for chatting to us. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks