Catch Up not working

[Daemon3142]

I've had a new Sky Q box installed today and the catch up to isn't working - I get a message saying I need to upgrade on everything I try to access. I've tried changing resolutions to no avail, and have the signature pack plus HD and UHD so think I should have access to all of these. Any help appreciated!

[Daniel0210]

@Daemon3142 
I have escalated your post to Sky who may get in touch with you about this issue.

Look out for an email and also a blue speech bubble on the bottom of this forum page. Once the blue chat bubble appears you only have 48 hours to instigate the private chat or it will close automatically so don’t miss the opportunity. I suggest that you make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.

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

[nigea99]

hi @Daemon3142 

Unfortunately there is a bug at SKY's end which is affecting some new customers when trying to download.

As @Daniel0210 says your post has been escalated to SKY, who hopefully will be in touch

I believe they try to refresh the card which sometimes works first time but I think it sometimes can take several attempts and even then sometimes it needs some other background process

[Daemon3142]

Thank you both - hopefully they can resolve 

[Lisa-P1987]

Thank you for escalating this. We have now sent an invite to chat 🙂 
 

[Lauric59]

My catch-up isn't working and getting the upgrade message but we have the full package and it was working before. Is there a problem with sky at the moment? Ive been with sky for years so not a new customer either. 

[caesarome]

@Lauric59 

Can you download SD Catchup content ?

[Lauric59]

No, i have tried and it wont let me

[caesarome]

@Lauric59 

I have escalated your post to Sky who will be in touch with you sometime tomorrow regarding this via a blue/red chat bubble which will appear at the bottom of this page.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

[Tom-W19]

Hi Daemon3142

An invite was sent 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.

[Daemon3142]

Hi - I did reply but never got a response through the chat - not sure what'shappened there?

That being said the issue appears to have been resolved and I can now access the content so I don't think there's any further action needed.

Thanks

[Daniel0210]

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@Daemon3142 wrote:

Hi - I did reply but never got a response through the chat - not sure what'shappened there?

That being said the issue appears to have been resolved and I can now access the content so I don't think there's any further action needed.

Thanks

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@Daemon3142 If it isn't fixed post back on this thread and we can re-escalate it.