Catch up not working, needs upgrade??

[Ukchri3]

Just had Sky Q installed and catch up won't work. Tried the usual steps but still not working. Keeps telling me I need to upgrade??

[Daniel0210]

@Ukchri3 
Do you have the HD add on? If not please try changing the default download preference from HD to SD in
Main Menu > Settings > Setup > Preferences

If you do have the HD add on or the above does not fix the issue post again on this thread so we can potentially escalate your post to Sky. Sky will then 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

[Ukchri3]

Yep did that already.

just tried again and still not working

thanks

chris

[Daniel0210]

@Ukchri3 
I’ve escalated your post to Sky and the Community Messaging Team may get in touch with you later.

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 click on it and 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 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

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Ukchri3  an invite to chat.

[Lisa-P1987 · Accepted solution]

Update - Spoken to @Ukchri3,  the issue is resolved now 🙂

[Ratmanc]

I have the same issue, I can watch Netflix and the like but not catchup tv! For the money I'm spe ding this happens way too often!