On demand/catch up not workin

[Stephenp24]

We have just got our sky and we have the full sky entertainment package, kids package, on demand and catch up yet whenever I try to download anything it tells me to upgrade my subscription. I've changed the sd/HD settings and also turned the box off and on at the mains but to no avail its still not working. Any help is appreciated.

[nigea99]

hi @Stephenp24 

Unfortunatley, I think you are suffering from  a bug at SKY's end which can affect 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

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

[Stephenp24]

I haven't received an email is it instant?

[nigea99]

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@Stephenp24 wrote:

I haven't received an email is it instant?

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No - it is not instant and can take a while depending on their workloads (& of course only during active support hours)

[nigea99]

P.S. I am not 100%  sure that will get an email so check back here periodically (tomorrow) to see if you get the chat bubble 

[Tom-W19]

Thanks for escalating. We've sent an invite to Stephenp24.

[Rmccz92]

Followed all steps on this forum and my demand is still not working 

"upgrade subscription"

[Lisa-P1987]

Update – We are still looking to help you Stephenp24. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks 🙂