Trouble with catch up

[Zoe106fay]

My sky keeps saying I need to upgrade my account to watch catch up , can anyone help I’ve never had this

[Daniel0210]

@Zoe106fay 
There’s a known problem regarding this.

Do you have the HD add on? If not please try changing the default download preference from HD to SD in
Main Menu > Settings > Setup > Preferences

If you do have the HD add on or the above does not fix the issue post again on here so we can escalate your post to Sky. Sky will then try to refresh the viewing card which sometimes works first time, sometimes can take several attempts and sometimes it might need to go to a back office team to work on. This link explains https://www.sky.com/help/articles/call-to-upgrade-downloading-on-demand#q-help-articles

[Zoe106fay]

Hello thank you for your reply but this hasn't helped 

thank you for responding 🙂

[Daniel0210]

@Zoe106fay 
I’ve escalated your post to Sky and they may get in touch with you tomorrow.

Look out for an email and also a blue/red speech bubble on the bottom left of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. Also if you fail to respond to each message from Sky within 48 hours the chat will automatically close. Replies on the chat aren’t instant so keep checking the chat thread regularly.

Please make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.

This link explains how the process works
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[dmy24]

Thank you for escalating this. We have sent an invite to chat 🙂

[Mr+Flibbles+86 · Accepted solution]

Update - This has been resolved on a private chat