New Sky Q - no on demand or catchup?

[Wondering]

Have tried updating the box fifty million times since install, both by doing the update software and the forced update and it's still not working. Now getting a no satellite signal on top of you need to upgrade to use catch up! Frustrated!  Old box worked! 

[oldfella]

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@Wondering wrote:

Have tried updating the box fifty million times since install, both by doing the update software and the forced update and it's still not working. Now getting a no satellite signal on top of you need to upgrade to use catch up! Frustrated!  Old box worked! 

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Hi @Wondering 

First check that you are not trying to Download or view HD or UHD content without the Q HD or UHD Subscription pack.
The Sky Q Sports pack and BT Sport if you subscribe through Sky are in HD as Standard.
Sky Cinema if you subscribe is also in HD.
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.

[nigea99]

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@Wondering wrote:

Have tried updating the box fifty million times since install, both by doing the update software and the forced update and it's still not working. Now getting a no satellite signal on top of you need to upgrade to use catch up! Frustrated!  Old box worked! 

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hi @Wondering 

Do you have your own dish or do you have a communal system

If a communal system, did you do a reset of your system - if so you may need to change the LNB type - if so let us know & we will give details

Also do let us know if the change of the download preference has helped or let us know if you have the HD add on

[Wondering]

Own dish and have changed the hd settings already? 

[Wondering]

Thank you I tried the HD settings thing and we do have signature just not able

to download anything! 

[Laing1]

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@Wondering wrote:

Have tried updating the box fifty million times since install, both by doing the update software and the forced update and it's still not working. Now getting a no satellite signal on top of you need to upgrade to use catch up! Frustrated!  Old box worked! 

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@Wondering I have escalated this 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
If you are using the Safari browser please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Chodley]

It means upgrade your subscription, not update the software on the box.

[Addie15]

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