topic Re: Cannot use on demand in Sky Q

Cannot use on demand

SB7777 — Wed, 19 Apr 2023 19:47:39 GMT

I had sky Q installed yesterday and have tried to download on demand but keep getting a message to upgrade my subscription.

I know another person raised the same issue earlier and a Sky technician managed to resolve the issue. Can anyone help me with this? Many thanks

Re: Cannot use on demand

Daniel0210 — Wed, 19 Apr 2023 19:48:54 GMT

@SB7777
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 this thread so we can potentially escalate your post to Sky. Sky will then try to refresh the viewing card which sometimes needs a couple of attempts. This link explains more: https://www.sky.com/help/articles/call-to-upgrade-downloading-on-demand#q-help-articles

Re: Cannot use on demand

SB7777 — Wed, 19 Apr 2023 19:55:35 GMT

Hi! I do subscribe to HD but I have tried changing the preferences to SD but it's still not working.

Re: Cannot use on demand

Daniel0210 — Wed, 19 Apr 2023 19:57:58 GMT

@SB7777
I’ve escalated your post to Sky and the Escalation Team may get in touch with you tomorrow.

Look out for an email and also a blue/red speech bubble at the bottom of your forum page. Once that 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.

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

If you are using Safari also make sure that Hide IP Address is not checked in order to see the chat bubble. If you have trouble finding this to check the settings, use another browser such as Chrome or Firefox.

Re: Cannot use on demand

SB7777 — Wed, 19 Apr 2023 19:58:54 GMT

Thank you for your help

Re: Cannot use on demand

Tom-W19 — Thu, 20 Apr 2023 08:06:04 GMT

Thanks for escalating. We've sent an invite to SB7777.

Re: Cannot use on demand

Addie15 — Sat, 22 Apr 2023 09:23:09 GMT

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

Re: Cannot use on demand

SB7777 — Sat, 22 Apr 2023 09:28:45 GMT

I did post a message using the red/blue bubble to say it seems to be working now.