Catch up wants subscription

[Abby2623]

Hi when I try to use catch up tv it says I need to upgrade my subscription. I have the basic sky q package. This has been an issue since I joined sky last year and I've been having to record shows instead of using catch up. I have tried changing the download to SD and this has made no difference. 

[nigea99]

hi @Abby2623 

I think you are suffering from  a bug at SKY's end which affects some new customers when trying to download & it seems you have been suffering more than you should have had to

I have escalated your post to SKY who, hopefully, will be in touch.

Please see this link re the escalation and what you might see:

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

I believe they try to refresh the card which sometimes works first time but I think it can take several attempts and even then sometimes it needs some other background process

If you are using Safari I believe you must make sure that 'Hide IP adress' is not checked in settings to be able to see it - if you have difficulty finding that setting then may be try accessing here with another browser

[Lisa-P1987]

Thanks for escalating this. We’ve sent Abby2623 an invite to chat.

[Lisa-P1987]

Update - spoken to Abigail, we have resolved the On Demand issues 🙂