I have sky cinema but it tells me i need to upgrade

[coner2]

I just signed up to sky and I got 1 month of cinema included but when i try to watch it, it tells me that i need to upgrade!

[nigea99]

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@coner2 wrote:

I just signed up to sky and I got 1 month of cinema included but when i try to watch it, it tells me that i need to upgrade!

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hi @coner2 

Is this just when you try to download (i.e. you can watch the Satellite Channels as the films are on OK)

Can I also check if you are in the UK or Ireland

[coner2]

thanks @nigea99 ireland and i cant watch any of the movies in cinema- just signed up and its telling me i need to upgrade but in MySky it says I have the package

[nigea99]

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@coner2 wrote:

thanks @nigea99 ireland and i cant watch any of the movies in cinema- just signed up and its telling me i need to upgrade but in MySky it says I have the package

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hi @coner2 

I may be wrong but I don't think Ireland includes Cinema in HD as standard so if you don't have the HD add on, can you try finding the SD versions and trying those

If you do have the HD add on or you can't watch the SD versions either please let us know

[coner2]

@nigea99 i have ultra hd and hd add ons and the cinema is a one month free offer

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to coner2.

[nigea99]

hi @coner2 

In which case I think you may need a refresh of your authorisations.

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

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

[coner2]

thank you @nigea99 for your help and I will await @Addie15 advice