On demand & catch up

[Johnd89]

On demand & catch up saying i need to upgrade subscription, done the viewing card recall but not working 

Can anyone help i got sky installed on Thursday 

[nigea99]

hi @Johnd89 

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

I have escalated your post to SKY who, hopefully, will be in touch.

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

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

[Johnd89]

Thats great thank you 😊 @nigea99 

[C+Grant]

I also have this issue. No on demand or box sets available, along with Kids, which are all included in my new package/install.

Thanks,

C

[Greenfingers001]

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

[Laing1]

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@C+Grant wrote:

I also have this issue. No on demand or box sets available, along with Kids, which are all included in my new package/install.

Thanks,

C

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@C+Grant I have escalated you other post regarding this problem 

[Mr+Flibbles+86 · Accepted solution]

Update - This issue was resolved on a private chat

[AC+Lee]

On demand, catch up and sky cinema not working, it just says that I need to upgrade my subscription but I have all of these included in my package. Tried the online help guides but it's still not working, any ideas on how to get them working?

thanks

[Laing1]

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@AC+Lee wrote:

On demand, catch up and sky cinema not working, it just says that I need to upgrade my subscription but I have all of these included in my package. Tried the online help guides but it's still not working, any ideas on how to get them working?

thanks

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@AC+Lee are you a new customer ? Or made  changed to your subscription recently ? If you are ignore the next part and come back and let us know 

Do you have the HD pack ?

if not then Sky comes with Boxsets etc .in SD as standard you may be trying to download the programme in HD

The default download setting is HD so try changing the format to download in SD

you can change the default to SD by Pressing Home on your Sky Q remote and select Settings, then Setup.
Select Preferences, then 'On Demand default download format', and choose SD.

[AC+Lee]

@Laing1 
thanks for your response,

im a new customer, had sky installled a couple of days ago. I've got HD included in my package

I've tried changing the download setting from HD to SD and it still didn't work. I'll ring sky at some point today if it still doesn't work 

[Laing1]

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@AC+Lee wrote:

@Laing1 
thanks for your response,

im a new customer, had sky installled a couple of days ago. I've got HD included in my package

I've tried changing the download setting from HD to SD and it still didn't work. I'll ring sky at some point today if it still doesn't work 

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@AC+Lee I have escalated this to sky

You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
If you are using the Safari browser please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

The link below explains how the escalation process works

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

[Tom-W19]

Thanks for escalating. We've sent an invite to AC+Lee.