‘Call to upgrade’ message when downloading On Demand content

[amethyst1972]

I paid my bill a few days late and now when I try to download on catchup, it says i need to upgrade.  I have done everything advised online but still not able to download. I have a sky q 1tb box and paid the bill over 24 hours ago. 

[Daniel0210]

@amethyst1972 

• Did you set up a new continuous payment method?
• Can you watch live TV?
• Can you watch programmes you have recorded ?
• Have you got HD?

[amethyst1972]

Hi there

Yes to all these questions. I can do everything except download programmes and on demand content.

[Daniel0210]

@amethyst1972 
To help you get this resolved I’ve escalated your post to Sky and they may get in touch with you later.

Look out for an email and also a blue/red speech bubble on the bottom of your forum page. Once that speech bubble appears you only have 48 hours to instigate the private chat or it will close automatically so don’t miss this opportunity. Also if you fail to respond to each message from sky within 48 hours the chat will automatically close. Replies on the Chat aren’t instant so keep checking the Chat thread regularly.

Please make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.

This link explains how the Chat process works
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Sky can try to refresh the viewing card which sometimes works first time, but sometimes can take several attempts and even then it might need to go to a back office team to work on. Either way this link explains https://www.sky.com/help/articles/call-to-upgrade-downloading-on-demand#q-help-articles

[dmy24]

Thank you for escalating, a chat request has now been sent 🙂  

[dmy24]

After speaking with the customer and carrying out some steps we have no resolved the issue, thank you for escalating 🙂