Netflix HDR

[Oompaloompa]

A bit of a wierd one this, but I thought I would see if anybody has any idea how ro solve this problem.

I have full Sky Q package with Netflix Premium add on. Never had any problems, all worked fine. A month ago I renewed my contract without making changes aside from chamging ISP at the same time, now enjoying fibre with beFibre - connection is solid at 500Mbps. I have noticed that Netflix now does not display content in HDR (it is labelled as such in the programme precis though). Wierdly, it is the same issue via the tv native app and via the SkyQ box. I do know that when I last checked, HDR was available and being played on films/series where now it is not.

I have checked all the settings I can think of, they all seem fine but then they should be as I have not changed any hardware or cabelling or anything for that matter. HDR is instantly available on Prime/YouTube/iPlayer on the native apps and where possible, via the apps on Q.

I'm completely baffled by this and would welcome any suggestions.

TIA.

[nigea99]

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@Oompaloompa wrote:

A bit of a wierd one this, but I thought I would see if anybody has any idea how ro solve this problem.

I have full Sky Q package with Netflix Premium add on. Never had any problems, all worked fine. A month ago I renewed my contract without making changes aside from chamging ISP at the same time, now enjoying fibre with beFibre - connection is solid at 500Mbps. I have noticed that Netflix now does not display content in HDR (it is labelled as such in the programme precis though). Wierdly, it is the same issue via the tv native app and via the SkyQ box. I do know that when I last checked, HDR was available and being played on films/series where now it is not.

I have checked all the settings I can think of, they all seem fine but then they should be as I have not changed any hardware or cabelling or anything for that matter. HDR is instantly available on Prime/YouTube/iPlayer on the native apps and where possible, via the apps on Q.

I'm completely baffled by this and would welcome any suggestions.

TIA.

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hi @Oompaloompa 

Have you double checked your current subscriptions/bills to make sure that you still have the Boost To Premium add on

[Oompaloompa]

Hi @nigea99 - yes, the correct subscription shows on my account - "Boost to Premium."

[nigea99]

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@Oompaloompa wrote:

Hi @nigea99 - yes, the correct subscription shows on my account - "Boost to Premium."

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hmmm

Something I have just spotted in settings is an HDR setting on/off

In the SKY App  - Get Help - Video

Worth checking that this is set to on & presumably on your TV's app

Although no idea why that would change

I would also run the Check Your Network check just in case for reason it is not recognising your current max speed.

[Oompaloompa]

Thanks for your time @nigea99 - yes, I have tried and checked all of them. I am thoroughly confused😤

[nigea99]

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@Oompaloompa wrote:

Thanks for your time @nigea99 - yes, I have tried and checked all of them. I am thoroughly confused😤

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Likewise

Can you log in on a desktop & check your account details there (you might be able to see the details in other apps) and check that it also indicates Premium 

[Oompaloompa]

A brief moment of hope there, it was something I hadn't considered but alas, the correct subscription is displayed.

[nigea99 · Accepted solution]

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@Oompaloompa wrote:

A brief moment of hope there, it was something I hadn't considered but alas, the correct subscription is displayed.

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in which case I am sorry but I have no further ideas

That said and Really clutching at straws even though your speed check works is to reboot your router (although I am guessing you already tried it)

[Oompaloompa]

Bingo - should have thought of that earlier but that's the beauty of this community, the obvious is just that sometimes even when you don't realise yourself.

Thanks for your help @nigea99 

[nigea99]

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@Oompaloompa wrote:

Bingo - should have thought of that earlier but that's the beauty of this community, the obvious is just that sometimes even when you don't realise yourself.

Thanks for your help @nigea99 

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So glad it worked