topic Re: On demand and red button not working in Sky Q

On demand and red button not working

D-dog8 — Tue, 24 Oct 2023 19:47:33 GMT

My on demand and catch up tv don't load up, it says I need to upgrade my subscription, also tonight noticed the red button on sky sports won't load the other game options

Re: On demand and red button not working

Daniel0210 — Tue, 24 Oct 2023 19:51:11 GMT

@D-dog8
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: On demand and red button not working

oldfella — Tue, 24 Oct 2023 19:52:09 GMT

@D-dog8 wrote:

My on demand and catch up tv don't load up, it says I need to upgrade my subscription, also tonight noticed the red button on sky sports won't load the other game options

Hi @D-dog8

Regarding On Demand and Catch up.
First check that you are not trying to Download or view HD or UHD content without the Q HD or UHD Subscription pack.
The Sky Q Sports pack and BT Sport if you subscribe through Sky are in HD as Standard.
Sky Cinema if you subscribe is also in HD.
Sky Signature includes BoxSets and Entertainment channels only in SD as standard.
Only free to air channels such as BBC, ITV etc are in HD. The Q HD pack is required for all other Sky Signature HD content, including Catch Up in HD, On Demand in HD and BoxSets in HD
If you do not have the Optional HD pack you need to change the Download to SD in All Formats (as HD is the default setting).
So that you do not need to do this every time it’s best to change your Download preference to SD in Home - Settings - Setup - Preferences.
This needs to be done on the main Q box.
Then if you want to download any HD content from free to air channels (BBCHD ,ITVHD etc) you can select HD in the All formats tab of the content . This will change the format for that particular download only but still leave your format to SD in preferences.

Regarding Red Button onSky Sports.

If it's related to Football it's best to use the Home - Sports - Football menu.

Most matches shoul be accessible from there

Re: On demand and red button not working

D-dog8 — Tue, 24 Oct 2023 20:00:52 GMT

I've already checked the download settings and is set to sd, I have the hd package so no further forward, as for the red button issue. The games you can switch to aren't shown in the football section from the Home Screen so a bit baffled as to why it won't load a different game

Re: On demand and red button not working

Daniel0210 — Tue, 24 Oct 2023 20:02:41 GMT

@D-dog8

Regarding the catch up issue mainly, I’ve escalated your post to Sky and the Messaging Team may get in touch with you tomorrow.

Look out for a blue/red speech bubble at the bottom of your forum page. Once that appears you have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky are not instant so you’ll need to regularly check the chat thread.

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

Re: On demand and red button not working

Mr+Flibbles+86 — Wed, 25 Oct 2023 08:32:11 GMT

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

Re: On demand and red button not working

Tom-W19 — Sun, 29 Oct 2023 15:57:46 GMT

Hi @D-dog8

A private chat was started but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.