My recordings are no longer accesable and it requests a increase in my subscription?

[1Tolcarne]

When trying to access my recordings it does not allow this and simply requests a increase in subscription. Needless to say losing the will to live to get any sense or speak to a human being. Considering cancelling the whole package after 20yrs

[Daniel0210]

@1Tolcarne 

Have you mistakenly tried to record in HD without the HD add-on?

[1Tolcarne]

I do not want a XXXXXX badge I want an answer and to speak to someone

[nigea99 · Accepted solution]

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@1Tolcarne wrote:

When trying to access my recordings it does not allow this and simply requests a increase in subscription. Needless to say losing the will to live to get any sense or speak to a human being. Considering cancelling the whole package after 20yrs

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hi @1Tolcarne 

I am guessing the message is not on a recording from Live TV but something you have downloaded from Catch up/On demand

Typically customers get this message when they try to download something is in HD without having the HD subscription

In this case 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)

[Daniel0210]

@1Tolcarne 

I have already replied. This is a customer helps customer forum and you aren’t contacting Sky Customer Services on here.

[1Tolcarne]

Its precorded series of tele shows and programs collected over the year. Favourites recorded to view again. Not over capacity, 

[nigea99]

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@1Tolcarne wrote:

Its precorded series of tele shows and programs collected over the year. Favourites recorded to view again. Not over capacity, 

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Have you made any changes to your subscription (especially removing the HD add on) ?
Please may we ask which channel is it from ?

[1Tolcarne]

Hi upgraded my subscription over a month ago. Its simply favourite TV series such as Mortimer and Whitehouse, Still Game etc stored in recordings section. I have tried the advice to change the setting to SD but still the same message to upgrade my subscription and no access to saved recordings

[nigea99]

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@1Tolcarne wrote:

Hi upgraded my subscription over a month ago. Its simply favourite TV series such as Mortimer and Whitehouse, Still Game etc stored in recordings section. I have tried the advice to change the setting to SD but still the same message to upgrade my subscription and no access to saved recordings

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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

[Greenfingers001]

Thanks for escalating this. We’ve sent @1Tolcarne  an invite to chat.

[Lisa-P1987]

We are still looking to help you 1Tolcarne . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks