I'm trying to watch a series on UK TV play

[Andyroo]

I'm trying to watch a series on UK TV play on Sky, but can't watch the first episodes as it tells me I need to upgrade my subscription ! Why ? these are free programs   

[nigea99]

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@Andyroo wrote:

I'm trying to watch a series on UK TV play on Sky, but can't watch the first episodes as it tells me I need to upgrade my subscription ! Why ? these are free programs   

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Do you have the HD add on - if not then :

As the default download quality is set to HD (high Definition) not SD then when you try to download and watch you are prompted to upgrade (i.e. take out the HD subscription)

You, probably, just need to change your download preference to SD
Main Menu -> Settings -> Setup -> Preferences

(Please note this setting can only be set on the Main box)

[Andyroo]

Hi

Did that and its saying the same - checked it was changed to SD and it was even switched off box and started it again - just the same  

[nigea99]

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@Andyroo wrote:

Hi

Did that and its saying the same - checked it was changed to SD and it was even switched off box and started it again - just the same  

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HIi,

Sorry that did not sort you.

I have escalated your 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 @Andyroo.

[Andyroo]

Hi 

All sorted now - the escalation to SKY  worked  - they reset card and box from their end and all was ok 

Thank you all