topic Re: Unable to watch boxsets in Sky Q

Unable to watch boxsets

terrbarn — Mon, 24 Apr 2023 13:13:00 GMT

My SKY Q box will not allow me to download boxsets. I have the Ultimate tv package and I have changed the box settings to download only in HD. I get the need to upgrade your service message. I rang Sky only to be told you have to pay for HD to download boxsets???

Please help?

Many Thanks

Terry

Re: Unable to watch boxsets

nigea99 — Mon, 24 Apr 2023 13:20:36 GMT

hi @terrbarn

Ultimate is Netflix not HD or UHD

(I have always thought the name can be misleading)

Have you got the HD add on ?

If not change your Download preference to SD:

Main Menu -> Settings -> Setup -> Preferences

Re: Unable to watch boxsets

TimmyBGood — Mon, 24 Apr 2023 13:30:22 GMT

@terrbarn wrote:

I rang Sky only to be told you have to pay for HD to download boxsets???

To download Box Set content in HD, yes.

By default both 'Signature' and 'Ultimate TV' Box Set content access is SD unless the Sky HD add-on is in the account.

Re: Unable to watch boxsets

terrbarn — Mon, 24 Apr 2023 13:41:50 GMT

Hi.

Thank you for your quick reply.

I am only trying to download in SD, but despite having already changed the settings as you have suggested, I still get the need to upgrade message.

Re: Unable to watch boxsets

nigea99 — Mon, 24 Apr 2023 13:50:25 GMT

@terrbarn wrote:

Hi.

Thank you for your quick reply.

I am only trying to download in SD, but despite having already changed the settings as you have suggested, I still get the need to upgrade message.

Hi @terrbarn

Can we just check what your 'base' package is.

Is it SKY Signature or SKY Entertainment or something else ?

Also how long have you had SKY Q & have migrated from SKY +/Hd or are you a new customer ?

Re: Unable to watch boxsets

terrbarn — Mon, 24 Apr 2023 14:03:17 GMT

Hi.

I have Sky signature and netflix in the Ultimate TV bundle.

I switched to Sky around 8 months ago straight to the Sky Q box and it has never worked.

Re: Unable to watch boxsets

nigea99 — Mon, 24 Apr 2023 14:08:57 GMT

hi @terrbarn

We do sometimes see this problem but usually with new customers.

Anyway, 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

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 watch boxsets

Lisa-P1987 — Mon, 24 Apr 2023 14:20:14 GMT

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

Re: Unable to watch boxsets

terrbarn — Mon, 24 Apr 2023 18:59:23 GMT

Thank you.

Re: Unable to watch boxsets

terrbarn — Mon, 24 Apr 2023 19:00:18 GMT

Thank you.