Need to upgrade to watch recordings

[melpotter]

Good morning all, 

I am unable to access any of my recordings, the screen says 'To use this service, you need to upgrade your subscription'

This has only been an issue since yesterday, there are no problems watching any channels on the tv guide.

I have turned the box off and on via the plug, any other ideas I can try?

Thank you 

[PandJ2020]

Do you still have the relevant subscription for the recordings, e.g. cinema/HD?

[Laing1]

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@melpotter wrote:

Good morning all, 

I am unable to access any of my recordings, the screen says 'To use this service, you need to upgrade your subscription'

This has only been an issue since yesterday, there are no problems watching any channels on the tv guide.

I have turned the box off and on via the plug, any other ideas I can try?

Thank you 

---

@melpotter You could try resetting the settings in the Q boxes hidden menu.
To enter the hidden menu press the home button and scroll down to settings but do not select settings.
With settings highlighted press 0 0 1
Only Carry out the first Reset being Reset Settings as the others will wipe all recordings.
After the reset you will have to re-pair your remote assuming you are using a bluetooth remote by pressing 1 and 3 together on the remote

[melpotter]

Thanks for replying,

I don't have any add on subscriptions such as cinema or sports. My recordings come from sky witness and Alibi etc, 

[PandJ2020]

HD sub?  If the recordings were HD...

[melpotter]

No that's not it. 

It's strange as it has been fine until yesterday and nothing has changed with regards to my subscription. 

I'll try and contact Sky tomorrow, 

Thank you again 

[Tom-W19]

Hi melpotter

I have escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the blue bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Mr+Flibbles+86]

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