Catch-up and on-demand not working but I have the appropriate package

[AVR1]

I've just come back to Sky after cancelling and then getting a good offer to come back before I returned my Sky Q box. I've got the same package I previously did - Signature with HD - and everything works apart from catch-up/on-demand; I get the banner at the top of the screen telling me that I need to upgrade the package.

I've forced software updates twice and definitely have the correct current software version for my hardware. I've tried setting the download preference to SD (even though I've got HD), still no dice.

If I use the separate channel catch-up/on-demand apps and services like iPlayer everything works fine, and streaming services like Netflix and Disney+ are also OK, it's only the catch-up/on-demand that uses the standard blue Sky Q interface that isn't working.

[Daniel0210]

@AVR1 
I’ve escalated your post to Sky and the Messaging Team may get in touch with you later.

Look out for a blue/red speech bubble at the bottom of your forum page. Once that appears you have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky are not instant so you’ll need to regularly check the chat thread.

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

Sky will try to refresh the viewing card which sometimes needs a couple of attempts. This link explains more: https://www.sky.com/help/articles/call-to-upgrade-downloading-on-demand#q-help-articles

[Mr+Flibbles+86]

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

[AVR1]

Many thanks to all who helped,. this is now working again.