HD channels not appearing above SD versions on EPG

[hello_mess]

Had Sky Q and 1 mini box installed a few days ago. I pay for HD and can receive the HD channels, but should they not appear on the EPG above the SD versions?

I have tried rebooting both the main box and the mini box and updating the software on both but the HD channels remain way down the EPG. Can anyone help?

[Chodley]

The terrestrial ones do.

Set up favourites if you want easy access to the HD versions.

[xenon81]

The HD versions of all the other channels should be at the top if you have the HD subscription. You will need to contact Sky, they might need to refresh your account or something to fix it.

[hello_mess]

Sorry if this is a stupid question, but where can I find the phone number for Sky please? I can't seem to find it on their website. Thanks.

[PandJ2020]

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@hello_mess wrote:

Sorry if this is a stupid question, but where can I find the phone number for Sky please? I can't seem to find it on their website. Thanks.

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Click 'need more help?'  https://www.sky.com/help/home

[hello_mess]

The person on the phone told me that 'they have removed this feature' and that it isn't possible to get the HD channels to swap with the SD ones.

I have to say I find that really strange. HD is the standard now, surely? And on the sports channels, for instance, I get the HD versions on 401-408 but Sky Sports News HD is down on 867 with the SD version on 409.

[nigea99]

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@hello_mess wrote:

The person on the phone told me that 'they have removed this feature' and that it isn't possible to get the HD channels to swap with the SD ones.

I have to say I find that really strange. HD is the standard now, surely? And on the sports channels, for instance, I get the HD versions on 401-408 but Sky Sports News HD is down on 867 with the SD version on 409.

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I find the response you got quite bizarre - sometimes I do wonder about some of the Advisers knowledge

Anyway, I have escalated your initial post to a SKY support team, 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#M1014

If you are using Safari I believe you must make sure that 'Hide IP address' 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

[Addie15]

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

[hello_mess]

Unfortunately, despite several tips from the Sky employee (thanks for making that happen), I still haven't been able to get this sorted. I can only hope that a future software update forces the change.