topic Re: On demand not working keeps saying please upgrade in Archive

On demand not working keeps saying please upgrade

Welchy — Sun, 27 Mar 2022 12:15:15 GMT

I have sky q 2tb box and my ondemand isn't working keeps saying I need to upgrade I have restarted box. Done a viewing card pair and software update and still not working

Re: On demand not working keeps saying please upgrade

Daniel0210 — Sun, 27 Mar 2022 12:17:00 GMT

@Welchy
There’s a known bug regarding this that is proving difficult to fix.

Do you have the HD add on? If not please try changing the default download preference from HD to SD in
Main Menu > Settings > Setup > Preferences

If you do have the HD add on or the above does not fix the issue post again on here so we can escalate your post to Sky. They can try to refresh the viewing card which sometimes works first time, but sometimes can take several attempts and even then it might need to go to a back office team to work on. Either way this link explains https://www.sky.com/help/articles/call-to-upgrade-downloading-on-demand#q-help-articles

Re: On demand not working keeps saying please upgrade

Welchy — Sun, 27 Mar 2022 12:24:38 GMT

Still not working and can thus be escalated please

Re: On demand not working keeps saying please upgrade

Daniel0210 — Sun, 27 Mar 2022 12:26:46 GMT

@Welchy
To hopefully get this resolved I’ve escalated your post to Sky and they may get in touch with you later.

Look out for an email and also a blue/red speech bubble on the bottom of your forum page. Once that speech bubble appears you only have 48 hours to instigate the private chat or it will close automatically so don’t miss this opportunity. Also if you fail to respond to each message from sky within 48 hours the chat will automatically close.
Please make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts. Replies on the chat aren’t instant so keep checking the chat thread regularly.

This link explains how the Chat process works
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: On demand not working keeps saying please upgrade

Mr+Flibbles+86 — Wed, 30 Mar 2022 10:49:54 GMT

Update - This issue was resolved on a private chat