topic Re: Catch up upgrade in Sky Q

Catch up upgrade

MFish75 — Mon, 12 Jun 2023 19:13:43 GMT

Hi,

I've just gone live with sky a today and I can't get the catch up to load. It keeps telling me I need to upgrade? I am on sky signature.

can anyone help with getting this issue resolved? Many thanks

Re: Catch up upgrade

Laing1 — Mon, 12 Jun 2023 19:17:14 GMT

@MFish75 wrote:

Hi,

I've just gone live with sky a today and I can't get the catch up to load. It keeps telling me I need to upgrade? I am on sky signature.

can anyone help with getting this issue resolved? Many thanks

@MFish75 Sky signature comes with live TV, catchup and boxsets.in SD as standard you may be trying to download the programme in HD

If you still have problems after trying the above let us know cand we can escalate to Sky for you

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.

Re: Catch up upgrade

MFish75 — Mon, 12 Jun 2023 19:21:35 GMT

Thank you, I just tried but getting the same message

Re: Catch up upgrade

Laing1 — Mon, 12 Jun 2023 19:23:52 GMT

@MFish75 wrote:

Thank you, I just tried but getting the same message

@MFish75 ok I have escalated this to sky it will probably be tomorrow before Sky pick up the escalation you could try calling them if you want this sorted tonight

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 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: Catch up upgrade

MFish75 — Mon, 12 Jun 2023 19:32:28 GMT

Thank you for your help. I'll keep a look out

Re: Catch up upgrade

Greenfingers001 — Tue, 13 Jun 2023 08:49:15 GMT

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

Re: Catch up upgrade

Addie15 — Tue, 13 Jun 2023 13:10:37 GMT

Update-We are closing this session now, as this matter is resolved. If there is anything else in the future please do not hesitate to reach out. Thanks.