Cannot watch on demand content on Sky Q

[Mojo710]

I have just had Sky Q installed. I have Sky Sports and Sky Cinema but when I try to watch any On Demand content, I am told I need to upgrade? I have tried HD and SD formats but no joy. All other questions linked to this issue appear to have to be solved by Sky but there are no details as to how this was done.

[oldfella]

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@Mojo710 wrote:
I have just had Sky Q installed. I have Sky Sports and Sky Cinema but when I try to watch any On Demand content, I am told I need to upgrade? I have tried HD and SD formats but no joy. All other questions linked to this issue appear to have to be solved by Sky but there are no details as to how this was done.

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Hi @Mojo710 

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 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.

[Mojo710]

Hi @oldfella,

As mentioned, I'm having no joy with SD or HD whether it's a default setting or otherwise. It looks to be something Sky know about and have done since 2021 looking at all the previous comments.

I'm also not able to activate "Watch via Sky Go" despite having an active confirmed network connection.

[oldfella]

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@Mojo710 wrote:

Hi @oldfella,

As mentioned, I'm having no joy with SD or HD whether it's a default setting or otherwise. It looks to be something Sky know about and have done since 2021 looking at all the previous comments.

I'm also not able to activate "Watch via Sky Go" despite having an active confirmed network connection.

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Hi @Mojo710 

To connect to your Q box with Sky Go you do need the Monthly Q Multiscreen subscription.

Ref your Download issues

I have escalated your post to Sky.
You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
The link below explains how the escalation process works

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147?.

[Mojo710]

All now resolved. Managed to speak to customer service who were excellent. It needed fixing at their end, I was told it would take up to 24 hours but it ended up being only 1 so all good.

Thanks for your help!