topic Re: Can't download catch up - asked to upgrade in Sky Q

Can't download catch up - asked to upgrade

0711DRL — Mon, 26 Feb 2024 14:17:24 GMT

Hi, I can't download programmes on sky channels without being told to hit the red button to upgrade. I have tried settings - preferences - download in SD/HD but nothing is working

Re: Can't download catch up - asked to upgrade

nigea99 — Mon, 26 Feb 2024 14:27:53 GMT

hi @0711DRL

I have escalated your post to a SKY support team, 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#M1014

If you are using Safari I believe you must make sure that 'Hide IP address' 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: Can't download catch up - asked to upgrade

Daniel0210 — Mon, 26 Feb 2024 14:30:26 GMT

@0711DRL
As and when Skys Messaging Team contact you they will 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: Can't download catch up - asked to upgrade

Tom-W19 — Mon, 26 Feb 2024 14:30:36 GMT

Thanks for escalating. We've sent an invite to @0711DRL.

Re: Can't download catch up - asked to upgrade

Tom-W19 — Mon, 26 Feb 2024 14:31:11 GMT

Hello there, a Sky Expert is looking to have a private chat with you about this post you made on Sky Community. Community Messaging provides a private conversation with our team. To start this conversation, look out for and select the chat bubble at the bottom left of your screen. Responses aren't immediate which allows you to go about your day, so please check back often. For more information and to check the authenticity of this private message, visit our help article:

https://bit.ly/49OymNW

Re: Can't download catch up - asked to upgrade

0711DRL — Mon, 26 Feb 2024 14:39:46 GMT

Hi Tom, I haven't recieved anything as yet

Re: Can't download catch up - asked to upgrade

Daniel0210 — Mon, 26 Feb 2024 14:42:24 GMT

@0711DRL
You should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

Re: Can't download catch up - asked to upgrade

Mr+Flibbles+86 — Wed, 28 Feb 2024 14:34:37 GMT

We are still looking to help you @0711DRL. 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: Can't download catch up - asked to upgrade

0711DRL — Wed, 28 Feb 2024 14:43:46 GMT

@Mr+Flibbles+86 Hi, the invite wasn't anywhere when i was able to check, and then i have been at work on shift since then. Can it be re-escalated please as the issue is still happening?

Re: Can't download catch up - asked to upgrade

Daniel0210 — Wed, 28 Feb 2024 14:55:30 GMT

@0711DRL

EDIT:
You need to watch out for a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Can't download catch up - asked to upgrade

Mr+Flibbles+86 — Wed, 28 Feb 2024 14:45:56 GMT

Good afternoon. A new invite has been sent