Cant download boxsets

[Brilew]

I am i the process in moving to a new house I have had sky Q intalled last week but I can't download boxsets from on demand says I need to call to upgrade even though I have the relevant package I have tried to change the settings to download in SD, UHD and HD but none make any difference can anyone help?

[nigea99]

hi @Brilew 

Unfortunatley, I think you are suffering from  a bug at SKY's end which can affect some new customers when trying to download.

I have escalated your post to SKY 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

I believe they try to refresh the card which sometimes works first time but I think it can take several attempts and even then sometimes it needs some other background process

If you are using Safari I believe you must make sure that 'Hide IP adress' 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

[Greenfingers001]

Thanks for escalating this. We’ve sent an invite to chat.