Problems with on demand.

[Kero77]

Does anyone keep having problems trying to watch on demand and catch up by getting a message saying you need upgrade your subscription. Any help please.

[caesarome]

Are you trying to watch HD content when you don't subscribe to the HD package or are you trying to access something from the Boxset section when you don't subscribe to the Sky Signature package ?

[Kero77]

I have the full package plus HD

[Mark39]

The 'upgrade' message appears in two circumstances: either when you're trying to download in HD without having the HD add-on as @caesarome posted, or when trying to download from box sets when box sets isn't included in your subscription. Which tv package do you have?

[caesarome]

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@caesarome wrote:

or are you trying to access something from the Boxset section when you don't subscribe to the Sky Signature package ?

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[Lisa-P1987 · Accepted solution]

We do currently have an issue affecting some customers, no matter what subscription they have. 

So it is most likely you are being affected by this. There is no resolve for this it is being investigated and will be updated in a software patch as soon as the fix has been created. 

[tvcrimeboss]

#Kiro77 I seemed to have a similar problem earlier in the week. Two of my Q boxes would work properly but the third seemed to indicate my account did not allow on demand or access to Netflix etc and I needed to upgrade.  Sky's online help menu pointed me to update my software on the offending box. Once that was done it worked OK again. If you haven't already tried this, go to settings>system info>software version and upgrade

[Andy2868]

I've got the same problem. Sky installed a few days ago but I get the "upgrade subscription" error when trying to view on demand content. Netflix streams ok.

Things I've tried ---

1. Setting default content download to SD

2. Re-installing network connections

3. Re-inserting viewing card

4. Trying to upgrade software (but it just stalls and never seems to complete upgrade)

[caesarome]

This is a known fault @Andy2868 that you will need to contact Sky about so they can refresh the signal to your box to fix this.

[Andy2868]

Thanks.

What's the easiest way to contact Sky without having to hold on a phone line for half an hour !

[caesarome]

Call at quieter times like after 9pm or when the phone lines open at 7am. The call waiting time is just an estimate when you hear it so it could be that you get to talk to someone quicker.

[TechmanagerMal]

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@Mark39 wrote:

The 'upgrade' message appears in two circumstances: either when you're trying to download in HD without having the HD add-on as @caesarome posted, or when trying to download from box sets when box sets isn't included in your subscription. Which tv package do you have?

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• Edited to remove information that was out of date.

[Andy2868]

I managed to get through on phone and it did require a signal refresh 👍

[Anti-bac]

Hi,are sky still having issues with on demand? 
I cannot download anything no matter what channel! All catch up and on demand keeps giving me the upgrade subscription message. I have sky signature and HD pack. I've done a software update this morning but still won't work? Can anyone help?

thanks 

[caesarome]

@Anti-bac 

I have escalated your post to Sky who will be in touch with you 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