Hd stopped working on sky q

[vwmez]

I have cinema and my hd channels have stopped working sky witness etc

[oldfella]

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@vwmez wrote:
I have cinema and my hd channels have stopped working sky witness etc

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Hi @vwmez 

First check that you are not trying to Download or view HD or UHD content without the Q HD or UHD Subscription pack.
The Sky Q Sports pack and BT Sport if you subscribe through Sky are in HD as Standard.
Sky Cinema if you subscribe is also in HD.
Sky Signature includes BoxSets and Entertainment channels only in SD as standard.
Only free to air channels such as BBC, ITV etc are in HD. The Q HD pack is required for all other Sky Signature HD content, including Catch Up in HD, On Demand in HD and BoxSets in HD
If you do not have the Optional HD pack you need to change the Download to SD in All Formats (as HD is the default setting).
So that you do not need to do this every time it’s best to change your Download preference to SD in Home - Settings - Setup - Preferences.
This needs to be done on the main Q box.
Then if you want to download any HD content from free to air channels (BBCHD ,ITVHD etc) you can select HD in the All formats tab of the content . This will change the format for that particular download only but still leave your format to SD in preferences.

[nigea99]

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@vwmez wrote:
I have cinema and my hd channels have stopped working sky witness etc

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hi @vwmez 

Do you have the HD add on ?

A SKY Cinema  Subscription has no effect on Entertainement channels which need the separate HD add on 

[vwmez]

Hi I have the hd pack added on as well as cinema package so should get witness hd etc?

[nigea99]

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@vwmez wrote:

Hi I have the hd pack added on as well as cinema package so should get witness hd etc?

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yes you should be able to get SKY Witness in HD then

When you say you can't get it what error message are you getting  ?

[vwmez]

That I need to subscribe so I pressed red button and it says I am subscribed but still does not work 

[nigea99]

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@vwmez wrote:

That I need to subscribe so I pressed red button and it says I am subscribed but still does not work 

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In which case please may I suggest a power down restart

The first thing is to restart your main SKY Q box :

Use the remote to place it into standby mode
Then remove the power to it (either switch off at mains or remove the power plug)
Wait at least 30s
Then re-apply the power & wait for it to fully restart - this may take a few minutes.

Once the main box is restarted do the same power down on each of the mini boxes if needed

[vwmez]

Yes I have tried this but no luck 

[oldfella]

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@vwmez wrote:

Yes I have tried this but no luck 

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Hi @vwmez 

I have escalated your post 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
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

[Lisa-P1987]

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