topic Re: Unable to download in Sky Q

Unable to download

Juliec14 — Mon, 17 Jul 2023 16:12:20 GMT

Hello!

I am trying to download on catch up and in demand and keeps saying upgrade my subscription at the top but I already have the subscription.. so please can you help with this.

Thanks!

Re: Unable to download

nigea99 — Mon, 17 Jul 2023 16:20:03 GMT

@Juliec14 wrote:

Hello!

I am trying to download on catch up and in demand and keeps saying upgrade my subscription at the top but I already have the subscription.. so please can you help with this.

Thanks!

Hi @Juliec14

Do you have the HD add on - if not please try changing the default download preference to SD in

Main Menu -> Settings -> Setup -> Preferences

If you have the HD add on, have you recently got SKY Q or recently had your services restored ?

Re: Unable to download

Juliec14 — Mon, 17 Jul 2023 16:24:19 GMT

Hey, I have HD already on, but yes I recently had my services restored!

Re: Unable to download

nigea99 — Mon, 17 Jul 2023 16:27:34 GMT

@Juliec14 wrote:

Hey, I have HD already on, but yes I recently had my services restored!

hi @Juliec14

Sometimes I think it can be a case of waiting until the signals get through but sometimes I think they need a 'kick'

I have, thus, 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 download

Juliec14 — Mon, 17 Jul 2023 16:31:18 GMT

Thankyou so much for your help!!