Accessing recordings

[gillyhud]

Since changing my subscription, I was unable to access some recordings despite me still being able to access these channels and record from them. I rebooted etc and spoke to an advisor who said they would send a new sky Q box  as it may be a fault. New box arrived, set up and all recordings have gone. Is there anyway I can get them back? Advisor said some may be lost but most would sync.

[Daniel0210]

@gillyhud 

You were given false hope. Recordings are stored on the hard drive of that particular Sky Q box. They've gone now.

You will be able to keep and purchases from Sky Store though. 

[Mark39]

@gillyhud your recordings are stored on a Sky Q box's hard drive. They're not copied or downloaded to the hard drive of a replacement box, I'm afraid, so they're lost if the box is replaced. You can, however, download any purchases you've made from the Sky Store.

[gillyhud]

Thanks for your reply.  Can you help with a further query?? When I've tried to download the previously recorded programmes it says I no longer have access to the channels (e.g. MTV,  Channel 5) and need to upgrade my subscription, but these are channels I can still access and record from! It's so confusing! Hope you have an answer!

[nigea99]

---

@gillyhud wrote:

Thanks for your reply.  Can you help with a further query?? When I've tried to download the previously recorded programmes it says I no longer have access to the channels (e.g. MTV,  Channel 5) and need to upgrade my subscription, but these are channels I can still access and record from! It's so confusing! Hope you have an answer!

---

hi @gillyhud 

I suspect you don't have the HD add on

C5 (& I think C4) are odd in that you can watch & record from the live channel in HD but downloads in HD need the HD add on

As the default download quality is set to HD (high Definition) not SD then when you try to download and watch you are prompted to upgrade (i.e. take out the HD subscription)

You, probably, just need to change your download preference to SD
Main Menu -> Settings -> Setup -> Preferences

(Please note this setting can only be set on the Main box)

[oj01]

---

@nigea99 wrote:

---

@gillyhud wrote:

Thanks for your reply.  Can you help with a further query?? When I've tried to download the previously recorded programmes it says I no longer have access to the channels (e.g. MTV,  Channel 5) and need to upgrade my subscription, but these are channels I can still access and record from! It's so confusing! Hope you have an answer!

---

hi @gillyhud 

I suspect you don't have the HD add on

C5 (& I think C4) are odd in that you can watch & record from the live channel in HD but downloads in HD need the HD add on

As the default download quality is set to HD (high Definition) not SD then when you try to download and watch you are prompted to upgrade (i.e. take out the HD subscription)

You, probably, just need to change your download preference to SD
Main Menu -> Settings -> Setup -> Preferences

(Please note this setting can only be set on the Main box)

---

@gillyhud There was almost certainly no need to swap the box. If you have dropped the HD subscription, as noted above, that would explain why certain recordings became inaccessible on your original box.