@Jenniferann58
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
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Sky customer since 2001
with:
Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
