Missing SD/HD Catch Up Service

[MalpasTony]

Hi,

Had Sky TV installed yesterday, inclusive of the HD option. However, I cannot use any of the Catch Up services (neither SD nor HD seem to work). I see from these forums that this seems to be a common problem with new installs, requiring the intervention of Sky techies.

If someone could please get in touch to correct this it would be much appreciated.

Regards

TM

[Quoman7]

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@MalpasTony wrote:

Hi,

Had Sky TV installed yesterday, inclusive of the HD option. However, I cannot use any of the Catch Up services (neither SD nor HD seem to work). I see from these forums that this seems to be a common problem with new installs, requiring the intervention of Sky techies.

If someone could please get in touch to correct this it would be much appreciated.

Regards

TM

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Hi @MalpasTony  This is a customer to customer only community forum, you will need to call SKY and talk to an advisor, to have a refresh signal sent to your viewing card.

[MalpasTony]

Hi,

Looking at other similar posts, I assumed that I needed to post here for it to be escalated to Sky. Seemed a much better way to go about it rather than spending who knows how long navigating phone menus and hanging around on hold.

TM

[nigea99]

hi @MalpasTony 

As you have read this is a known problem that does seem to affect some new customers & fortunately the customer support team can help with this 

Thus I have escalated to the support team at SKY, who hopefully will be in contact

Please see this link re the escalation and what you might see:

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

If you are using Safari I believe you must make sure that 'Hide IP adress' 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

Please note the lengtth of time taken to respond varies depening on other work so can take quite a while 

[MalpasTony]

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@nigea99 wrote:

hi @MalpasTony 

As you have read this is a known problem that does seem to affect some new customers & fortunately the customer support team can help with this 

Thus I have escalated to the support team at SKY, who hopefully will be in contact

Please see this link re the escalation and what you might see:

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

If you are using Safari I believe you must make sure that 'Hide IP adress' 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

Please note the lengtth of time taken to respond varies depening on other work so can take quite a while 

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Hi,

Thank you for that. I was waiting in a 15 minute call queue to Sky when I got your response. Much better to do these sort of things in slow time.

Regards

Tony

[Mr+Flibbles+86]

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

[Mr+Flibbles+86 · Accepted solution]

Update - This has now been resolved on a private chat