Asks me to subscribe to view channels I already subscribe to.

[DH16]

Obviously trying to get hold of a living human being at SKY is next to impossible, but I subscribe to a number of channels (e.g. cinema, kids).  

When (trying to) access the channels I get the message "to watch this channel please upgrade your subscription".  

So basically I'm paying for a service they do not provide.  Time to go cable?

[oldfella]

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@DH16 wrote:

Obviously trying to get hold of a living human being at SKY is next to impossible, but I subscribe to a number of channels (e.g. cinema, kids).  
When (trying to) access the channels I get the message "to watch this channel please upgrade your subscription".  

So basically I'm paying for a service they do not provide.  Time to go cable?

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Hi @DH16 

First check that you are not trying to Download or view HD or UHD content without the Q HD or UHD Subscription pack.
The Sky Q Sports pack and BT Sport if you subscribe through Sky are in HD as Standard.
Sky Cinema if you subscribe is also in HD.
Sky Signature includes BoxSets and Entertainment channels only in SD as standard.
Only free to air channels such as BBC, ITV etc are in HD. The Q HD pack is required for all other Sky Signature HD content, including Catch Up in HD, On Demand in HD and BoxSets in HD
If you do not have the Optional HD pack you need to change the Download to SD in All Formats (as HD is the default setting).
So that you do not need to do this every time it’s best to change your Download preference to SD in Home - Settings - Setup - Preferences.
This needs to be done on the main Q box.
Then if you want to download any HD content from free to air channels (BBCHD ,ITVHD etc) you can select HD in the All formats tab of the content . This will change the format for that particular download only but still leave your format to SD in preferences.

[DH16]

I was trying to view HD content as I subscribe to Sky Cinema. But no non-HD content works either (eg Nickelodeon). I don’t see a specific “Q HD” subscription pack though in my list of products. But as said do subscribe to SKY cinema. I did make the change in download preferences but doesn’t seem to make a difference.

[oldfella]

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@DH16 wrote:
I was trying to view HD content as I subscribe to Sky Cinema. But no non-HD content works either (eg Nickelodeon). I don’t see a specific “Q HD” subscription pack though in my list of products. But as said do subscribe to SKY cinema. I did make the change in download preferences but doesn’t seem to make a difference.

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Hi @DH16 

A couple of things to try.

First try refreshing your Viewing card.
Home - Settings - System info.
Highlight Viewing card number and then select Setup on the right hand side.
Then select Use this option to trigger a callback

No call is actually made but the Viewing card should be refreshed.

Then reboot your Q box.

To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

[DH16]

Ok, this might be the issue. My internet (not SKY) is down - or at least only drawing <1 mb/s.  Would it be trying to verify my subscription via the internet but be unable to do so.  That's the only thing that's "out the ordinary".  I already tried the "switch it off and on again" 🙂

[DH16]

Obviously my internet is functioning enough to post this.  So don't really see why it should cause a problem for a one-off check!

[Chodley]

Some internet services are much less latency sensitive than others. Less than 1Mb? Might it be losing packets too?

[oj01]

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@DH16 wrote:

Obviously my internet is functioning enough to post this.  So don't really see why it should cause a problem for a one-off check!

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Watching live TV channels only uses the satellite feed and has nothing to do with your internet.

Can you clarify what you subscribe to?

You mention Sky Cinema, this gives you the Sky Cinema channels (in HD as that's all there is)

You would need the Sky HD Add-on to view the general Entertainment channels in HD.

Nickelodeon could be part of the Kids Add-On, though I'm not too sure about that.

[DH16]

Yeah I get I don't watch tv through internet but the programme guide was also not working (or working very slowly) so clearly some things rely on a working internet connection.   

I subscribe to Cinema, signature and kids together with multiscreen. 

[oj01]

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@DH16 wrote:

I subscribe to Cinema, signature and kids together with multiscreen. 

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So not HD? Which would be why you can't view HD content, other than Cinema in HD