Can't watch Sky Witness Recordings

[Bartonbri]

Ii have an error message that says i need to upgrade the package to watch Sky Witness. This is just for recordings as i can watch the channel. Problem has only occurred in last 2 says. I have tried upgrading software but doesnt fix it.

[Daniel0210]

@Bartonbri 
You could try a reboot of the main Sky Q box, then once that’s back up and running do the same with any mini boxes if necessary-
~ Using the remote put your main Sky Q box into standby
~ switch the box off at the plug
~ wait at least 30 seconds and then switch the box back on at the plug
~ follow the on screen instructions
~ when the screen goes blank and the blue Q stops pulsating wait another 30 seconds
~ press the 🏠 button

[Bartonbri]

Thank you for the reply. I have tried that but got the same error message. I followed the instruction to upgrade although I have the signature Package and HD already. I tried to download a new episode and its downloading in SD. So its an HD subscription issue. I will have to call sky.

[nigea99]

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@Bartonbri wrote:

Thank you for the reply. I have tried that but got the same error message. I followed the instruction to upgrade although I have the signature Package and HD already. I tried to download a new episode and its downloading in SD. So its an HD subscription issue. I will have to call sky.

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hi @Bartonbri 

please may I suggest you try changing your download preference to SD
Main Menu -> Settings -> Setup -> Preferences

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

P.S. You may also need to delete previous downloads

[Bartonbri]

Thank you for the information. That may be the route I need to take. Just thinking if we have an HD subscription shouldn't we be getting the downloads in HD?? 

[nigea99]

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@Bartonbri wrote:

Thank you for the information. That may be the route I need to take. Just thinking if we have an HD subscription shouldn't we be getting the downloads in HD?? 

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hi @Bartonbri 

yes , if you do have the HD subscription then you should be able to download and watch the HD versions

So, if you have the HD add on you have a different problem

[Daniel0210]

@Bartonbri 

If you do have the HD add on we can potentially escalate your post to Sky. Sky will then 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

[Bartonbri]

I don't want to set everything to SD as I've just renegotiated the subscription I have  We had a conversation about the HD element. I will call to discuss this as I believe I am paying for HD already. I don't want to authorise an online upgrade and find the cost changes.  

[nigea99]

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@Bartonbri wrote:

I don't want to set everything to SD as I've just renegotiated the subscription I have  We had a conversation about the HD element. I will call to discuss this as I believe I am paying for HD already. I don't want to authorise an online upgrade and find the cost changes.  

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@Bartonbri 

In case you don;t know you should be able to see your current subscriptions on your box:

Home - Scroll down to My SKY & select 'Your Products'

You can also see current & future bilss which itemises charges from the same My Sky section

Manage my account - Bills

You will need to enter your PIN to access them 

[Bartonbri]

Ok thanks.