New Sky Q box and can't download content

[Skinz86]

Hello,

I've just had my sky q box installed today after several months of waiting for the install date. I was super excited, but I'm now disappointed as I can not download any content from ondemand or sky store. Netflix and Disney plus all work fine, the internet connection is fine, and I've tried resetting the box and doing the install over but still won't work. Can anyone help me???

[oldfella]

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@Skinz86 wrote:

Hello,

I've just had my sky q box installed today after several months of waiting for the install date. I was super excited, but I'm now disappointed as I can not download any content from ondemand or sky store. Netflix and Disney plus all work fine, the internet connection is fine, and I've tried resetting the box and doing the install over but still won't work. Can anyone help me???

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Hi @Skinz86 

First check that you are not trying to Download or view HD or UHD content without the Q HD or UHD Subscription pack.

Sky Signature includes BoxSets and Entertainment channels only in SD as standard.
Only free to air channels such as BBC, ITV etc are in HD. The Q HD pack is required for all other Sky Signature HD content, including Catch Up in HD, On Demand in HD and BoxSets in HD
If you do not have the Optional HD pack you need to change the Download to SD in All Formats (as HD is the default setting).
So that you do not need to do this every time it’s best to change your Download preference to SD in Home - Settings - Setup - Preferences.
This needs to done on the main Q box.
Then if you want to download any HD content from free to air channels (BBCHD ,ITVHD etc) you can select HD in the All formats tab of the content . This will change the format for that particular download only but still leave your format to SD in preferences.

[Skinz86]

Hi @oldfella 

Yeah, I have the UHD package, and also tried changing to the SD setting but still no luck. I have 2 sky store purchases that I can't download, just says can't download them due to technical difficulties try again later. Then if I try on-demand stuff it says my subscription doesn't allow this and I need to upgrade, which I don't as I checked my subscriptions and the UHD subscription is active.

[oldfella]

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@Skinz86 wrote:

Hi @oldfella 

Yeah, I have the UHD package, and also tried changing to the SD setting but still no luck. I have 2 sky store purchases that I can't download, just says can't download them due to technical difficulties try again later. Then if I try on-demand stuff it says my subscription doesn't allow this and I need to upgrade, which I don't as I checked my subscriptions and the UHD subscription is active.

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Hi @Skinz86 

I have escalated your post to Sky.
You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
The link below explains how the escalation process works

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147?.

[Skinz86]

@oldfella Thank you. I will let you know the result

[Skinz86]

@oldfella 

All sorted, thank you for your help

[PhilipConnell]

I have the exact same issue have uhd but can't download any content. 6 agents and 2 managers involved still can't sort it. Please tell me you got a solution

[PhilipConnell]

How was the issue resolved please?