New Sky Q box but on demand and catch up not working

[ALA59]

New Sky Q box this week but neither catch up or on demand are working. Message on screen says need to upgrade 

[Daniel0210]

@ALA59 
Do you have the HD add on? If not please try changing the default download preference from HD to SD in
Main Menu > Settings > Setup > Preferences

If you do have the HD add on or the above does not fix the issue post again on this thread so we can potentially escalate your post to Sky. Sky will then try to refresh the viewing card which sometimes needs a couple of attempts. This link explains more: https://www.sky.com/help/articles/call-to-upgrade-downloading-on-demand#q-help-articles

[LA59]

I do have HD add on but also tried altering preferences to SD - made no difference 

[Daniel0210]

@LA59 

Are you @ALA59 and for some reason using a different log in name? 

[LA59]

Sorry - got very confused with how to use this forum - it is the same person 

[Daniel0210]

I’ve escalated your post to Sky and the Messaging Team may get in touch with you later. Any chat invite should be send to @ALA59 so stay logged in under that user name. 

Look out for a blue/red speech bubble at the bottom of your forum page. Once that speech bubble appears you have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky are not instant so you’ll need to regularly check the chat thread.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to ALA59.