On demand not working

[Laurenec]

I keep getting an error message telling me to upgrade your subscription whenever I try to watch on demand or download anything. 
I have sky signature package and I already tried to pair the viewing card as suggested to other users with the same problem but still no luck. 
Can anyone help? 

[oldfella]

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@Laurenec wrote:

I keep getting an error message telling me to upgrade your subscription whenever I try to watch on demand or download anything. 
I have sky signature package and I already tried to pair the viewing card as suggested to other users with the same problem but still no luck. 
Can anyone help? 

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Hi @Laurenec 

I suspect you are trying to Download HD content without the Q HD Subscription pack.

Sky Signature includes BoxSets and Entertainment channels only in SD as standard.
Only free to air channels such as BBC, ITV etc are in HD. The Q HD pack is required for all other Sky Signature HD content, including Catch Up in HD, On Demand in HD and BoxSets in HD
If you do not have the Optional HD pack you need to change the Download to SD in All Formats.
So that you do not need to do this every time it’s best to change your Download preference to SD in Home - Settings - Setup - Preferences.

Then if you want to download any HD content from free to air channels (BBCHD ,ITVHD etc) you can select HD in the All formats tab of the content . This will change the format for that particular download only but still leave your format to SD in preferences.

If you have the HD pack or the above is not the cause and If you are a new Customer it also appears that there is sometimes an issue with On Demand with new customers and you need to speak to Sky

[SDR]

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@Laurenec wrote:

I keep getting an error message telling me to upgrade your subscription whenever I try to watch on demand or download anything. 
I have sky signature package and I already tried to pair the viewing card as suggested to other users with the same problem but still no luck. 
Can anyone help? 

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Are you using standard broadband

[Laurenec]

I have the HD package and even tried to switch the SD downloads but still not working. 

[oldfella]

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@Laurenec wrote:

I have the HD package and even tried to switch the SD downloads but still not working. 

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Are you a new Customer @Laurenec ?

If so as I said in my post there are current issues with new customers and On Demand.

[Laurenec]

No, not a new customer. Had my current sky Q box for 3 or 4 years and moved to the signature package from entertainment a couple of months ago. 

[Chrisee]

@Laurenec the question about who is your internet service provider asked by @SDR is relevant because Sky have told us there are issues with some ISPs where customers get this error. Have not got full details but it is due to the way a few ISPs use IP addresses. It mainly affects mobile broadband suppliers but not exclusively.

There are other possible causes but first step is to report it to Sky if you have not done so already. .

[Laurenec]

Everything is with sky. Internet and tv 

[Chrisee]

@Laurenec then the IP problem is not your issue. In the same message Sky also told us a few customers were experiencing issues with their accounts not working properly and getting the upgrade message in error. The suggested solution is for you to call Sky as their agents should be able to sort it from their end. Sky are looking into the cause. 

[Laurenec]

Ok thank you. I tried to called them a few times but I was on hold for so long I have up. I guess I'll just have to wait it out 

[Laurenec · Accepted solution]

The problem has now fixed itself. Didn't get through to sky ans I didn't change any settings but I can now download HD on demand content after over a week without being able to. Very strange. Thanks for all the suggestions. 

[Depeche73]

Hi, have just got Sky installed and cannot use On Demand or Catch Up! I have upgraded box software but still not working.

Can anyone help?

[nigea99]

hi @Depeche73 

Unfortunately there currently is a bug at SKY's end which is affecting many 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 some other background process - fingers crossed it only needs a single refresh

[Depeche73]

Thank you