topic Re: Please upgrade your subscription error in Sky Q

Please upgrade your subscription error

mwanderson — Thu, 23 May 2024 20:12:44 GMT

Suddeny, without warning, i am getting the "...Please upgrade your subscription" error message despite have a Sky subscription that includes Sky Atlantic.

Re: Please upgrade your subscription error

oldfella — Thu, 23 May 2024 20:20:04 GMT

@mwanderson wrote:

Suddeny, without warning, i am getting the "...Please upgrade your subscription" error message despite have a Sky subscription that includes Sky Atlantic.

Hi @mwanderson

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.

Re: Please upgrade your subscription error

mwanderson — Thu, 23 May 2024 20:22:46 GMT

We have the Sky Q UHD option in our subscription. We literally watched a UHD version of True Detective: Night Country a week or so ago, and now the next episode is no longer available to us due to this error message.

Re: Please upgrade your subscription error

oldfella — Thu, 23 May 2024 20:25:53 GMT

Hi @mwanderson

I have escalated your post 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
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