Why do I have to upgrade sky Atlantic when I try to go back on an episode of the jackel

[alwaysblue]

Why am I'm being asked to upgrade sky Atlantic when I try to go back on an episode of the jackel. I'm already a subscriber. 

[caesarome]

Do you subscribe to the boxset package or have HD on your account ?

[alwaysblue]

HD 

[caesarome]

Do you have Sky Signature on your account ?

[alwaysblue]

Yes I've got sky signature 

[caesarome · Accepted solution]

@alwaysblue 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies are not instant.