Problem downloading a programme from a channel I have!

[Realdude29]

I have W channel as part of sky signature. However, when I try to download a programme in Standard Definition, nothing happens. When I try to download the programme from the main search section it says I need to upgrade my package to HD. When I go in to the programme selection it has both HD and SD options. So I don't really know why it's not downloading. Any help would be appreciated. Thanks

[nigea99]

hi @Realdude29 from time to time gltches do occur with individual programmes.

If you let us know the programme & episode chances are we can check to see if we also get a problem (although probably not until tomorrow now)

[Realdude29]

Hi,

Thank you for your response.

The programme is Property Brothers: Forever Home (Series 4). Next to the 'time' it displays a HD symbol, but when you to go 'All Formats' it also has SD. When I choose SD nothing happens and when I choose HD it says I need to upgrade. My assumption was that these programmes are probably recorded in HD, but then I followed the same steps for 'Buying and Selling' (another W programme) and this did download on SD. It's a pretty random issue.

[Rhonny]

@Realdude29

Can you download anything? 

[TechmanagerMal · Accepted solution]

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@Realdude29 wrote:

Hi,

Thank you for your response.

• The programme is Property Brothers: Forever Home (Series 4). Next to the 'time' it displays a HD symbol, but when you to go 'All Formats' it also has SD. When I choose SD nothing happens and when I choose HD it says I need to upgrade. My assumption was that these programmes are probably recorded in HD, but then I followed the same steps for 'Buying and Selling' (another W programme) and this did download on SD. It's a pretty random issue.

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• Fao @Rhonny - it appears @Realdude29 did.

[Realdude29]

Hi,

So it appears the issue is when you search for the programme via the search button on the sky q remote, the programme does not download in SD format from that particular sequence of events. However, if you go to the individual recorded programme and go to 'watch now' selection on the menu bar, it will download the chosen programme in SD.

This must be a bug for sure!

[Realdude29]

As this bug is not being resolved by Sky, I will be cancelling my package as I am not getting the service I have paid for.  

[caesarome]

@Realdude29 

I have escalated your post to Sky who will be in touch with you tomorrow regarding this via a blue bubble which will appear on the right handside of this page.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147