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15 Dec 2021 04:49 PM
I am a new customer to Sky Q. I had the box fitted 3 weeks ago but they were not able to fit broadband until this weekend just gone. I am unable to access anything that relates to Sky and I can only access 'normal' tv channels, Netflix and bbc iplayer. I am also unable access any of the other apps or box sets either HD or SD. I was under the impression when I got Sky that I would be able to access some Sky channels which I have been promised as part of the 300+ channels. Is there something wrong with the set up?
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15 Dec 2021 06:50 PM - last edited: 15 Dec 2021 06:54 PM
Posted by a Superuser, not a Sky employee. Find out more
@MelD2020 wrote:I am a new customer to Sky Q. I had the box fitted 3 weeks ago but they were not able to fit broadband until this weekend just gone. I am unable to access anything that relates to Sky and I can only access 'normal' tv channels, Netflix and bbc iplayer. I am also unable access any of the other apps or box sets either HD or SD. I was under the impression when I got Sky that I would be able to access some Sky channels which I have been promised as part of the 300+ channels. Is there something wrong with the set up?
@MelD2020 can you please advise what, if any, error message you get when trying to access Sky content ?
Is it something like "To watch this channel, please upgrade your subscription" or "to access this service you need to upgrade your subscription"
15 Dec 2021 08:15 PM
thanks for your reply
Some channels say "press [red button] to upgrade your package and watch ...."
Others say "you don't subscribe to this channel. For upgrade information, view in full screen"
15 Dec 2021 08:29 PM
Posted by a Superuser, not a Sky employee. Find out more
@MelD2020 wrote:thanks for your reply
Some channels say "press [red button] to upgrade your package and watch ...."
Others say "you don't subscribe to this channel. For upgrade information, view in full screen"
It could be you are trying to download content in HD without having the HD pack
The default download quality is set to HD (high Definition) not SD so when you try to download and watch you are prompted to upgrade (i.e. take out the HD subscription)You don't need to upgrade.
You just need to change your download preference to SD
Main Menu -> Settings -> Setup -> Preferences
If you do have the HD subscription, let me know and I will escalate it to Sky
15 Dec 2021 10:11 PM
I have changed the settings to SD as per your instructions however I am still getting the same requests to upgrade. No I don't have the HD subscription.
15 Dec 2021 10:19 PM
Posted by a Superuser, not a Sky employee. Find out more@MelD2020 I have escalated your post to Sky who should be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.
Look out for a blue chat bubble which will be tomorrow now. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.
You can find out more about this process in the link below.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147
15 Dec 2021 10:38 PM
Thank you so much for your help. I very much appreciate it. I find it daunting using telephones to ring services up due to me having a hearing problem so this has helped a lot. I have looked at my contract and it gives a list of channels I should be receiving.
thank you again 👍🏻
15 Dec 2021 10:57 PM
Posted by a Superuser, not a Sky employee. Find out more
@MelD2020 wrote:Thank you so much for your help. I very much appreciate it. I find it daunting using telephones to ring services up due to me having a hearing problem so this has helped a lot. I have looked at my contract and it gives a list of channels I should be receiving.
thank you again 👍🏻
Your most welcome. If you have any issues with the chat function, do come back here and Iet us know 🙂
16 Dec 2021 01:38 PM
Posted by a Sky employeeThank you for escalating this. We have now sent an invite to chat 🙂
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