Catch up & box sets

[Oli091]

We have our sky Q box installed yesterday and cannot access catch up or box sets. We are using a 4G connection but I have seen other posts saying that this works but is just slow. 

When we try it says we need to upgrade our package, but they are definitely included in our package. 

Any advice welcome. 

[Laing1]

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@Oli091 wrote:

We have our sky Q box installed yesterday and cannot access catch up or box sets. We are using a 4G connection but I have seen other posts saying that this works but is just slow. 

When we try it says we need to upgrade our package, but they are definitely included in our package. 

Any advice welcome. 

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@Oli091 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.

[Oli091]

Hi, 

I have set to SD as standard and I am still having the same message of needing to upgrade my package 

[Laing1]

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@Oli091 wrote:

Hi, 

I have set to SD as standard and I am still having the same message of needing to upgrade my package 

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@Oli091 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

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Oli091.