Cant download

[Ells+D]

Hi had sky Q installed today & can't use catch up tv ? Iv followed instructions on rebooting & its still not working. Any advice please 

[nigea99 · Accepted solution]

hi @Ells+D 

There are a couple of known problems that could be affecting you.

One can be sorted with a simple Setting change :

Do you have the HD add on - if not please try changing the default download preference to SD in

Main Menu -> Settings -> Setup -> Preferences

If you do have the HD add on or the above does not sort you please let us know so we can escalate to SKY

[Ells+D]

I have sky signature, sky HD & ultimate TV  add on. 

[nigea99]

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@Ells+D wrote:

I have sky signature, sky HD & ultimate TV  add on. 

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hi @Ells+D 

In which case, 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 tomorrow.

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

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

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

[Ells+D]

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@Ells+D wrote:

Hi had sky Q installed today & can't use catch up tv ? Iv followed instructions on rebooting & its still not working. Any advice please 

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Thank you, will await response 

[Tom-W19]

Thanks for escalating. We've sent an invite to @Ells+D.

[Mr+Flibbles+86]

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