topic Re: Unable to download on demand content - call to upgrade message in Sky Q

Unable to download on demand content - call to upgrade message

Stash74 — Thu, 11 May 2023 13:28:29 GMT

Have had SkyQ for a couple of weeks, full HD entertainment/sport package but am unable to download any content from OnDemand/CatchUp. When trying I just get a "call to upgrade" message but 99% certain this shouldn't be required due to the package I'm on. Have tried the various help suggestions (changing downloading format/checking hardware & software versions are correct etc) with no success. Have seen suggestions that some sort of "refresh" may be needed to my viewing card by Sky? Does this sound correct and is there anyway online of getting this done?

Re: Unable to download on demand content - call to upgrade message

Mr+Flibbles+86 — Thu, 11 May 2023 13:30:29 GMT

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

Re: Unable to download on demand content - call to upgrade message

nigea99 — Thu, 11 May 2023 13:32:25 GMT

hi @Stash74

As you suspect, unfortunatley, I think you are suffering from a bug at SKY's end which can affect some new customers when trying to download.

I have escalated your post to SKY ~~who, hopefully, will be in touch.~~ (edit) who have managed to pick up this escalation whilst I was typing 🙂

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

As mentioned, I believe they try to refresh the card which sometimes works first time but I think it can take several attempts and even then sometimes it needs some other background process

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 on demand content - call to upgrade message

Francesca29 — Sun, 10 Sep 2023 11:05:50 GMT

I'm getting this error every time I try to download something on demand. I've tried changing the download preferences to SD but it's still happening and driving me insane!

Re: Unable to download on demand content - call to upgrade message

nigea99 — Sun, 10 Sep 2023 11:11:21 GMT

@Francesca29 wrote:

I'm getting this error every time I try to download something on demand. I've tried changing the download preferences to SD but it's still happening and driving me insane!

hi @Francesca29

Please may I just check that the message you are getting is asking you to upgrade ?

Also are you a new customer or changed your package recently ?

Re: Unable to download on demand content - call to upgrade message

Francesca29 — Sun, 10 Sep 2023 11:12:42 GMT

It says to press the red button to upgrade and watch. The programme is on channel 4 so not one that would be outside my package.

Re: Unable to download on demand content - call to upgrade message

nigea99 — Sun, 10 Sep 2023 11:25:46 GMT

@Francesca29 wrote:

It says to press the red button to upgrade and watch. The programme is on channel 4 so not one that would be outside my package.

I think channel 4 HD downloads do require the HD add on - so sorry to be a nuisance but the setting you changed to SD was in:

download preference to SD
Main Menu -> Settings -> Setup -> Preferences ?

Is it just one programme or everything you try to download including other channels ?

Re: Unable to download on demand content - call to upgrade message

Francesca29 — Sun, 10 Sep 2023 11:28:33 GMT

Yes that's where I changed it to SD. But it's still not working.
Ive just tried to download something from BBC1 and got an error saying "you don't have the required subscription to download this programme"

Re: Unable to download on demand content - call to upgrade message

nigea99 — Sun, 10 Sep 2023 11:32:27 GMT

@Francesca29 wrote:

Yes that's where I changed it to SD. But it's still not working.
Ive just tried to download something from BBC1 and got an error saying "you don't have the required subscription to download this programme"

Thanks for that @Francesca29 ,

In which case, unfortunatley, I do think you are suffering from the bug at SKY's end which can affect some customers when trying to download.

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

Re: Unable to download on demand content - call to upgrade message

Addie15 — Sun, 10 Sep 2023 11:34:46 GMT

Hi there! Thank you for escalating this. We have sent an invite to Francesca29.

Re: Unable to download on demand content - call to upgrade message

Lisa-P1987 — Mon, 11 Sep 2023 08:27:45 GMT

Update - spoken to @Francesca29 the issue is now resolved 🙂

Re: Unable to download on demand content - call to upgrade message

Ams321 — Tue, 30 Jan 2024 22:09:29 GMT

Hi I'm having the same issue. Trying to download SD content from Sky History and it asks me to press the red button to upgrade. Same happens when trying to download from Channel 5/My5

Re: Unable to download on demand content - call to upgrade message

nigea99 — Tue, 30 Jan 2024 22:11:55 GMT

@Ams321 wrote:

Hi I'm having the same issue. Trying to download SD content from Sky History and it asks me to press the red button to upgrade. Same happens when trying to download from Channel 5/My5

@Ams321

Have you tried changing your download preference to SD as per my post above (#7)

Re: Unable to download on demand content - call to upgrade message

Ams321 — Tue, 30 Jan 2024 22:44:39 GMT

That didn't work the first time but I've just tried it again and it worked!
Thanks

Re: Unable to download on demand content - call to upgrade message

DarrenB2 — Fri, 05 Apr 2024 13:25:16 GMT

I'm having this issue too. Tried changing download video format to SD, HD and UHD. Nothing works.

Also I'm missing all apps, tried refreshing them via the install/setup menu and nothing workds.

Darren

Re: Unable to download on demand content - call to upgrade message

Laing1 — Fri, 05 Apr 2024 15:55:57 GMT

@DarrenB2 wrote:

I'm having this issue too. Tried changing download video format to SD, HD and UHD. Nothing works.

Also I'm missing all apps, tried refreshing them via the install/setup menu and nothing workds.

Darren

@DarrenB2 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 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: Unable to download on demand content - call to upgrade message

Mr+Flibbles+86 — Fri, 05 Apr 2024 16:01:09 GMT

Thanks for escalating this. We’ve sent an invite to @DarrenB2 to chat.

Re: Unable to download on demand content - call to upgrade message

Lisa-P1987 — Sun, 07 Apr 2024 15:06:08 GMT

We are still looking to help you @DarrenB2 . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

Re: Unable to download on demand content - call to upgrade message

DarrenB2 — Mon, 08 Apr 2024 14:57:49 GMT

Sorry, yes I still need help with this issue.

Re: Unable to download on demand content - call to upgrade message

nh-329485- — Mon, 08 Apr 2024 19:17:15 GMT

Hello, I am also unable to download from on demand or catch up after having a new Q box installed and having changed the download settings to SD. Can this be escalated for me please?