Sky Signature

[PATRICK250]

Sky Q installed yesterday. I have the Sky Signature package with HD. Trying to watch catch up and on demand and see the error message "to use this service you need to upgrade your subscription". I have even tried amending my preferences to SD instead of HD. 

Any help or suggestions would be very welcome

[nigea99]

Hi @PATRICK250 unfortunately several new customers seem to be getting this. 

I think you may need to call SKY to get them to do something (refresh your card or similar) to get you working 

Hopefully you will be able to get through OK

[PATRICK250]

Thanks so much for replying @nigea99. I'll give them a buzz and hopefully they can sort fox this   

[TechmanagerMal]

• Click on "Need more help" at the bottom of this page
  https://www.sky.com/help/home
• If you have Sky Talk or Sky Mobile dial 150 for a free call to Sky.
• When you call you will be asked if the call is to do with mobile say "No"
  You will then be asked the nature of the call say " Technical "
  You will then be asked for a mobile number, give the number but DO NOT hang up when it says to do so.
  It will then ask "do you wish to hang up" say " No" you will then be put in the queue for an advisor.
• I hope this helps.

[PATRICK250]

Cheers @TechmanagerMal, will follow your advice 👍🏻

[PATRICK250 · Accepted solution]

Hi @nigea99 and @TechmanagerMal - quick call with Sky sorted the issue. It was technical. Thanks to you both for your help 👍🏻

[Starbuck57]

We have been offered the sky signature package and have had it recently installed. We are unable to download on demand and use catch up tv, as it comes up with the message about upgrading your subscription!? 

[PATRICK250]

Hi @Starbuck57 

In my case I required Sky's assistance to resolve this issue. A quick call sorted it as they were able to diagnose and correct the issue pretty quickly. Would recommend calling them...good luck 👍🏻

[Rhonny]

@Starbuck57

As recommended, you'll need to call them. Provided you're not trying to download HD content without the HD pack?, it could be the issue that faces most new customers at the moment where they need a refresh signal sending to their card to allow them to download from Catch Up or On Demand. The customer services rep should have a note of this issue as it is widespread. 

[David+Wales]

As you have Sky signature, do you get the Free HD channels anyway or do you need a seperate HD package? I found a list of channels on the Sky site and all the free HD channels were listed under Sky signature but the service line says you need a HD package as well? Seems odd.

[Laing1]

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@David+Wales wrote:

As you have Sky signature, do you get the Free HD channels anyway or do you need a seperate HD package? I found a list of channels on the Sky site and all the free HD channels were listed under Sky signature but the service line says you need a HD package as well? Seems odd.

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@David+Wales you get the free to air HD channels ie bbc1 ,2 itv3 etc  but to watch the non free to air HD channels ie Sky 1 HD Sky Atlantic HD and to watch catchup and boxsets from these channels you need the HD pack