topic Re: I can't download after reinstating my sky in Sky Q

I can't download after reinstating my sky

Louisephil — Fri, 21 Apr 2023 08:34:08 GMT

Can anyone help, it's telling me to upgrade my subscription to be able to download

Re: I can't download after reinstating my sky

Mark39 — Fri, 21 Apr 2023 08:55:21 GMT

You'll need to report it to Sky. If you wish, we can ask Sky's messaging team to contact you via the forum?

Re: I can't download after reinstating my sky

Louisephil — Fri, 21 Apr 2023 09:00:44 GMT

Yes please

Re: I can't download after reinstating my sky

Mark39 — Fri, 21 Apr 2023 09:03:26 GMT

Ok, I've flagged your post to Sky and a Community adviser may be able to help you via private, online messaging at some point today. Look out for a blue/red chat 'bubble' towards the bottom of the page. Replies from Sky may not be instant, so check back from time to time for updates.

For the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: I can't download after reinstating my sky

Mr+Flibbles+86 — Fri, 21 Apr 2023 09:26:10 GMT

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

Re: I can't download after reinstating my sky

Mattoe — Fri, 21 Apr 2023 18:11:50 GMT

I am having the same problem here too. Can a sky expert contact me please.

Re: I can't download after reinstating my sky

Laing1 — Fri, 21 Apr 2023 19:27:52 GMT

@Mattoe wrote:

I am having the same problem here too. Can a sky expert contact me please.

@Mattoe Sky signature comes with live TV, catchup and boxsets.in SD as standard you may be trying to download the programme in HD

The default download setting is HD so try changing the format to download in SD

you can change the default to SD by Pressing Home on your Sky Q remote and select Settings, then Setup.
Select Preferences, then 'On Demand default download format', and choose SD.

If you have the HD or still get the same message after trying to download in SD let us know and we can escalate this for you

Re: I can't download after reinstating my sky

Mattoe — Fri, 21 Apr 2023 19:33:28 GMT

@Laing1 I have tried on both

Even tried it on sky go, and getting the same too.

All the software up to date as well.

Re: I can't download after reinstating my sky

Laing1 — Fri, 21 Apr 2023 19:37:32 GMT

@Mattoe wrote:

@Laing1 I have tried on both

Even tried it on sky go, and getting the same too.

All the software up to date as well.

@Mattoe I have escalated this 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 red/blue chat bubble at the bottom of your screen inviting you to a chat
If you are using the Safari browser please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

The link below explains how the escalation process works

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

Re: I can't download after reinstating my sky

Mattoe — Fri, 21 Apr 2023 19:40:03 GMT

@Laing1 I'm on my mobile tho

Not near my laptop

Re: I can't download after reinstating my sky

Daniel0210 — Fri, 21 Apr 2023 19:43:10 GMT

@Mattoe

There will be no contact tonight. It'll be tomorrow now.

Re: I can't download after reinstating my sky

Mattoe — Fri, 21 Apr 2023 19:44:00 GMT

@Daniel0210 @Laing1

Thanks

Re: I can't download after reinstating my sky

Laing1 — Fri, 21 Apr 2023 19:45:07 GMT

@Mattoe wrote:

@Laing1 I'm on my mobile tho

Not near my laptop

@Mattoe as @Daniel0210 says it will be tomorrow now and the chat bubble should work on your mobile as well as it shows up through the forums

Re: I can't download after reinstating my sky

Daniel0210 — Fri, 21 Apr 2023 19:46:23 GMT

@Mattoe
Once the speech bubble appears you only have 48 hours to join the private chat or it will close automatically. If you fail to respond to each chat reply from Sky within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread regularly.

Re: I can't download after reinstating my sky

Mattoe — Fri, 21 Apr 2023 19:47:32 GMT

@Daniel0210

So I should get an email of the notification for chat??

Re: I can't download after reinstating my sky

Laing1 — Fri, 21 Apr 2023 20:38:50 GMT

@Mattoe wrote:

@Daniel0210

So I should get an email of the notification for chat??

@Mattoe not all the time best to check back here as the Sky tech will post on here that they have initiated a chat request as per the one that Mr+fibbles+86 posted further up

Re: I can't download after reinstating my sky

Mattoe — Sat, 22 Apr 2023 07:22:30 GMT

@Laing1

Thanks for that

Re: I can't download after reinstating my sky

Dallen9798 — Sat, 22 Apr 2023 07:27:43 GMT

@Mattoe

It might be worth just giving Sky a quick call, They shouldn't be busy this morning should only be a quick call I'm not sure you'll get a chat invite unless it gets escalated again by a Superuser

Re: I can't download after reinstating my sky

Daniel0210 — Sat, 22 Apr 2023 07:31:22 GMT

@Dallen9798 wrote:

@Mattoe

I'm not sure you'll get a chat invite unless it gets escalated again by a Superuser

@Dallen9798

It was escalated yesterday evening (post 9).

Re: I can't download after reinstating my sky

Dallen9798 — Sat, 22 Apr 2023 07:32:36 GMT

@Daniel0210 Just seen your post there - process noted for future, cheers.