@Magicstu
There’s a known bug regarding this that is proving difficult to fix.
Do you have the HD add on? If not please try changing the default download preference from HD to SD in
Main Menu > Settings > Setup > Preferences
If you do have the HD add on or the above does not fix the issue post again on here so we can escalate your post to Sky. They 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
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Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
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