Catch up & On demand not working

[FullLoader]

Catch up & On demand are not working on my Sky Q. When I try to download something it says 'To use this service, you need to upgrade your subscription". 

I did have Sky Q installed today so I'm guessing this might be a Day 1 teething problem that might resolve itself within 24 hours?

[nigea99]

hi @FullLoader 

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

[Laing1]

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@FullLoader wrote:

Catch up & On demand are not working on my Sky Q. When I try to download something it says 'To use this service, you need to upgrade your subscription". 

I did have Sky Q installed today so I'm guessing this might be a Day 1 teething problem that might resolve itself within 24 hours?

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@FullLoader Sky signature comes with live TV, catchup and boxsets.in SD as standard you may be trying to download the programme in HD

The default download setting is HD so try changing the format to download in SD

you can change the default to SD by Pressing Home on your Sky Q remote and select Settings, then Setup.
Select Preferences, then 'On Demand default download format', and choose SD.

If you still can't get it to work then let us know and wed can escalate this to sky for you 

[FullLoader]

I do have the HD add on and neither SD or HD works.

[Laing1]

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@FullLoader wrote:

I do have the HD add on and neither SD or HD works.

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

The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[FullLoader]

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@Laing1 wrote:

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@FullLoader wrote:

I do have the HD add on and neither SD or HD works.

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

The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

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Thanks, I will look out for that.

[FullLoader]

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@FullLoader wrote:

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@Laing1 wrote:

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@FullLoader wrote:

I do have the HD add on and neither SD or HD works.

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

The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

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Thanks, I will look out for that.

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@Laing1 I haven't received a email or a private message yet. Would it be easier if I just called Sky?

[Laing1]

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@FullLoader wrote:

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@FullLoader wrote:

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@Laing1 wrote:

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@FullLoader wrote:

I do have the HD add on and neither SD or HD works.

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

The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

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Thanks, I will look out for that.

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@Laing1 I haven't received a email or a private message yet. Would it be easier if I just called Sky?

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@FullLoader you can do as it will more than likely be tomorrow before the Sky staff contact you now if you contact Sky and get it resolved just post back here 😁

[FullLoader]

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@Laing1 wrote:

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@FullLoader wrote:

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@FullLoader wrote:

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@Laing1 wrote:

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@FullLoader wrote:

I do have the HD add on and neither SD or HD works.

---

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

The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

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Thanks, I will look out for that.

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@Laing1 I haven't received a email or a private message yet. Would it be easier if I just called Sky?

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@FullLoader you can do as it will more than likely be tomorrow before the Sky staff contact you now if you contact Sky and get it resolved just post back here 😁

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@Laing1 Ok I will see what happens tomorrow, thanks again.

[Mr+Flibbles+86]

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

[FullLoader · Accepted solution]

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@Mr+Flibbles+86 wrote:

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

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I have spoken to Sky staff who have now resolved this.

[Laing1]

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@FullLoader wrote:

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@Mr+Flibbles+86 wrote:

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

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I have spoken to Sky staff who have now resolved this.

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@FullLoader glad its sorted for you

[Diane9]

I have tried to update the app and catch up isn't still working, it just keeps saying queued. Can you send me link to reset it or how to do it?

[Laing1]

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@Diane9 wrote:

I have tried to update the app and catch up isn't still working, it just keeps saying queued. Can you send me link to reset it or how to do it?

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@Diane9 if its showing queued then there normally is something stuck on downloading

if you delete everything that is queued and anything that is stuck or says patially downloded

then go into the deleted section and delete everything from there reboot your box the try dowloading again 

[NickHarrap]

Looks like the programme I am looking to watch has downloaded in the Planner page but when I click on it to watch it says I need to upgrade my subscription. I have previously been able to watch television through this way.