Can't download catch up - asked to upgrade

[0711DRL]

Hi, I can't download programmes on sky channels without being told to hit the red button to upgrade. I have tried settings - preferences - download in SD/HD but nothing is working

[nigea99]

hi @0711DRL 

I have escalated your post to a SKY support team, who, hopefully, will be in touch.

Please see this link re the escalation and what you might see:
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

If you are using Safari I believe you must make sure that 'Hide IP address' is not checked in settings to be able to see it - if you have difficulty finding that setting then may be try accessing here with another browser

[Daniel0210]

@0711DRL 
As and when Skys Messaging Team contact you they will try to refresh the viewing card which sometimes needs a couple of attempts.

This link explains more: https://www.sky.com/help/articles/call-to-upgrade-downloading-on-demand#q-help-articles

[Tom-W19]

Thanks for escalating. We've sent an invite to @0711DRL.

[Tom-W19]

Hello there, a Sky Expert is looking to have a private chat with you about this post you made on Sky Community. Community Messaging provides a private conversation with our team. To start this conversation, look out for and select the chat bubble at the bottom left of your screen. Responses aren't immediate which allows you to go about your day, so please check back often. For more information and to check the authenticity of this private message, visit our help article:

https://bit.ly/49OymNW

[0711DRL]

Hi Tom, I haven't recieved anything as yet

[Daniel0210]

@0711DRL 
You should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

[Mr+Flibbles+86]

We are still looking to help you @0711DRL. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[0711DRL]

@Mr+Flibbles+86 Hi, the invite wasn't  anywhere when i was able to check, and then i have been at work on shift since then. Can it be re-escalated please as the issue is still happening?

[Daniel0210]

@0711DRL 

EDIT:
You need to watch out for a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

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

[Mr+Flibbles+86 · Accepted solution]

Good afternoon. A new invite has been sent