On demand/ catch up

[AliceJL]

I am a new customer and unable to view any catch up / on demand content, when I try it comes up with a banner saying I need to upgrade. I have Sky Signature and I have switched my download preference from HD to SD. Does anyone have a solution please? I have tried calling the Sky helpline but I get redirected back to the website...helpful!

[Lisa-P1987]

Hi there, I will escalate this to our community chat for you. Please look out for an email or blue chat bubble. We look forward to speaking to you.

[nigea99]

Hi @AliceJL 

unfortunately there is a known issue with SKY systems that seems to be affecting many new customers where they are promppted to upgrade when trying to download. 

I have escalated your message to SKy, who hopefully will be in contact here - look out for ablue bubble with an invite to chat. 

Please see this link for how it works : 

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

BTW time to contact people does vary 

EDIT - Seems @Lisa-P1987 has replied whilst I was typing my response

[Tom-W19 · Accepted solution]

After speaking with AliceJL we paired the viewing card and resent the subscription signals which resolved the issue.

It was lovely speaking with you AliceJL.

[nigea99]

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@Tom-W19 wrote:

After speaking with AliceJL we paired the viewing card and resent the subscription signals which resolved the issue.

It was lovely speaking with you AliceJL.

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Glad this one managed to be resolved quicker than many others seem to 

[Umaguma]

I am a new customer and unable to view any catch up / on demand content, when I try it comes up with a banner saying I need to upgrade. I have Sky Signature and I have switched my download preference from HD to SD though I have the UHD package, Does anyone have a solution please? I have tried calling the Sky helpline!

[nigea99]

hi @Umaguma 

As mentioned above 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

[Umaguma]

I am a new customer, well returning after a number of years.

I am unable to view any catch-up or on demand content, when i try i see a banner stating that i need to upgrade.

I have Sky Signature plus the UHD Package and even tried switching the download content to SD  but to no avail, does anyone have a solution please?

Tried calling the Sky helpline but that is painfull and i now remember one of the reasons we left, really don't want cancel so soon but this is frustrating to say the least.!!

[Umaguma]

Hi nigea99,

Thank ypu for the quick response, i actually posted in the wrong place but appreciate you picking this up and escalating.

I would have hoped if ot was a known bug the engineer would ensure this was all working before leaving, it was only installed today!

Thanks again

[Laing1]

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@Umaguma wrote:

I am a new customer, well returning after a number of years.

I am unable to view any catch-up or on demand content, when i try i see a banner stating that i need to upgrade.

I have Sky Signature plus the UHD Package and even tried switching the download content to SD  but to no avail, does anyone have a solution please?

Tried calling the Sky helpline but that is painfull and i now remember one of the reasons we left, really don't want cancel so soon but this is frustrating to say the least.!!

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@Umaguma 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

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

[Shaner87]

Hi I have the same issue as many people on this thread. 

Can't access on demand, have tried all the avove fixed but no.good. also just installed today,  can someone help!

[caesarome]

@Shaner87 

So you can't access catchup in SD either ?

[Umaguma]

No nothing works ... 

[Shaner87]

no and just installed a few hours ago

[Shaner87]

No and just installed a few hours ago