We have just had sky fitted and keeps saying upgrade to watch

[Alfiebanana]

We have just had Sky fitted but when we try to watch ie The Flight Attendant it says we have to upgrade just the same for Catch up. Don't understand. What do we need to do as I thought it was all in the package we have 

[Alfiebanana]

Why does it when we just want to watch say Top 10 picks it doesn't allow us to watch and says I need  to upgrade but to watch normal tv I don't understand ??? Can anyone help please just had for 2 days and want to want catch up but not letting me to 

[caesarome]

If you don't subscribe to the HD package then you will need to watch SD content as by default your box will select HD content. You can change this via Press Home on your Sky Q remote and select Settings, then Setup. Select Preferences, then 'On Demand default download format', and choose SD.

[nigea99]

hi @Alfiebanana 

If it is NOT the problem that @caesarome  mentions - but try that first 

Unfortunately there is also a known problem at SKY's end with some new accounts resulting in your problem being unable to download. 

It might sort itself out but I recommend calling SKY to make sure they try the various thing they should do to get you working - quote the known problem with new accounts and downlaods. 

It is known that even after some of their updates it can still need a background update which can take up to 48 hours.