New sky Q user, prompted to upgrade for on demand

[thatpaul]

Hi, new user today on sky Q. Any catch up or on demand content is prompting for an upgrade but there is nothing to upgrade to. Sky Signature account with UHD subscription. Very annoying.

Any ideas on what to try?

[Daniel0210 · Accepted solution]

@thatpaul 
I’ve escalated your post to Sky and the Escalation Team may get in touch with you later.

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

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

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

[thatpaul]

After a call or two from Sky they had to do something with 'resending signals' to get this to work. It is now working.

[oldfella]

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@thatpaul wrote:

After a call or two from Sky they had to do something with 'resending signals' to get this to work. It is now working.

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Hi @thatpaul 

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

Edit.

I see you have the UHD pack and therefore also assume you have HD and if so this post is not applicable.

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.

[thatpaul]

@oldfellasee my first post, it's a UHD account and changing these made no difference. As per my response today, it's resolved but only after sky intervention and nothing to do with the DL format. I think this is usually the case but not for me.