Catch up Tv not working.

[msw3081]

Just had sky q installed and I cannot watch catch up Tv. I'm getting the message I need to upgrade. However I'm on the top package, which includes HD.  Any help would be greatly appreciated. 

[Daniel0210]

@msw3081 
I’ve escalated your post to Sky and the Escalation Team may get in touch with you tomorrow. They will try to update your viewing card remotely. 

Look out for an email and also a blue/red speech bubble at the bottom of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. If you fail to respond to each chat reply from Sky 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 regularly.

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

If you are using Safari also make sure that Hide IP Address is not checked in order to see the chat bubble. If you have trouble finding this to check the settings, use another browser such as Chrome or Firefox.

[msw3081]

Hi Daniel 0210

Thank you for your reply. I will keep an eye out for this speech bubble. 

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to msw3081.

[Jade+Diamond]

A lot of people are having this issue. I thought I had a HD package as HD is written everywhere when you sign up. I don't remember seeing SD anywhere. 

I just got through with the Sky employee and actually for downloads I needed to change my settings to SD to solve the problem.

Here is what they wrote to me, about how to change my settings to SD. The problem is now fixed , but I'm sure you have to cough up more to access catch up in HD:

'It would be, but you do not have an HD subscription, I'm afraid.
If you could check this for me:
Press Home on your Sky Q remote and select Settings, then Setup.
Select Preferences, then On Demand default download format.'

[Addie15]

Update-We are closing this session now as this matter has been resolved. If there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.