topic Re: Unable to view On Demand in Sky Q

Unable to view On Demand

jtait95 — Mon, 17 Apr 2023 14:04:18 GMT

We have just had Sky Q installed and unfortunately we're unable to view the content on "On Demand". It prompts us that we need to upgrade for this service.

Re: Unable to view On Demand

Dallen9798 — Mon, 17 Apr 2023 14:17:07 GMT

@jtait95

Hi,

Are you downloading in SD or HD?, Do you have the HD Addon?

Try rebooting your Q Box.

Try going to settings > system info > viewing card > pair viewing card > wait till it pairs then trigger a call back

Re: Unable to view On Demand

jtait95 — Mon, 17 Apr 2023 14:35:58 GMT

Our subscription includes HD/UHD and watching that content live is fine.

I have rebooted and also triggered a call back but I'm still unable to download or use on-demand.

Re: Unable to view On Demand

Dallen9798 — Mon, 17 Apr 2023 14:39:04 GMT

@jtait95

You may have to call Sky on this, with it being a new install the card may need re-paired on there end and the signals sent over it should only take a few mins, I'm sorry i cant escalate this too a chat on here im just a customer like you

Re: Unable to view On Demand

nigea99 — Mon, 17 Apr 2023 15:10:21 GMT

hi @jtait95

Unfortunatley, I think you are suffering from a bug at SKY's end which can affect some new customers when trying to download.

I have escalated your post to SKY who, hopefully, will be in touch.

Please see this link re the escalation and what you might see:

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

I believe they try to refresh the card which sometimes works first time but I think it can take several attempts and even then sometimes it needs some other background process

If you are using Safari I believe you must make sure that 'Hide IP adress' is not checked in settings to be able to see it - if you have difficulty finding that setting then may be try accessing here with another browser

Re: Unable to view On Demand

Lisa-P1987 — Mon, 17 Apr 2023 15:14:21 GMT

Thanks for escalating this. We’ve sent jtait95 an invite to chat.

Re: Unable to view On Demand

Bagsy1964 — Mon, 17 Apr 2023 18:31:52 GMT

Whilst I have had sky q for over a year,I have just started having the same issue with o demand downloads. Please can I have an escalation as well as trying to get through on the phone is exasperating