New sky q account tv channels still working but recordings, catch up isn’t it’s saying i need to upg

[Morganleslie86]

Hi, I'm posting on behalf of my aunt who is a new sky Q customer, Tv was set up everything fine for a week, Tv guide with channels all still working but catch up, recordings and anything else apart from tv guide us saying she needs to upgrade, She's tried calling from landline and sky keeps saying on the phone they can't find her account and to hang up and try another number! And i can't get through to anything as i'm a sky customer with a different account, very frustrating to try and get this fixed, anyone have any suggestions? tia! 

[oldfella]

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@Morganleslie86 wrote:

Hi, I'm posting on behalf of my aunt who is a new sky Q customer, Tv was set up everything fine for a week, Tv guide with channels all still working but catch up, recordings and anything else apart from tv guide us saying she needs to upgrade, She's tried calling from landline and sky keeps saying on the phone they can't find her account and to hang up and try another number! And i can't get through to anything as i'm a sky customer with a different account, very frustrating to try and get this fixed, anyone have any suggestions? tia! 

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Hi @Morganleslie86 

First check that she is 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 be 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.

[Morganleslie86]

Thanks for the reply, So i can change download setting with the remote on Sky Q in settings? 

[oldfella]

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@Morganleslie86 wrote:

Thanks for the reply, So i can change download setting with the remote on Sky Q in settings? 

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Yes @Morganleslie86 

In the main Q box.

Home - Settings - Setup - Preferences.

If she doesn't have the HD add on change Download preference to SD.

See if this solves her Download issue.

[Morganleslie86]

Ok thanks i will try that, thank you. Would it if worked for the first week though then all of a sudden stopped now? i'm not with her just now but will try tomorrow thank you 

[oldfella]

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@Morganleslie86 wrote:

Ok thanks i will try that, thank you. Would it if worked for the first week though then all of a sudden stopped now? i'm not with her just now but will try tomorrow thank you 

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Hi @Morganleslie86 

If she was a new subscriber and using Sky Go (App) it may have worked until she got her Q box.

There are issues from Sky's end some new subscribers and they falsely get the message to subscribe even when try to download SD.

[Morganleslie86]

Ok, she doesn't use sky go app or anything like that, everything was working fine for the last week, no problems now all catch up, recordings anything apart from the tv guide is saying she needs to upgrade. Will try what you said tomorrow and if all else fails i will have to call sky from my account when i'm with her and see if we can get it sorted. 

[oldfella]

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@Morganleslie86 wrote:

Ok, she doesn't use sky go app or anything like that, everything was working fine for the last week, no problems now all catch up, recordings anything apart from the tv guide is saying she needs to upgrade. Will try what you said tomorrow and if all else fails i will have to call sky from my account when i'm with her and see if we can get it sorted. 

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Yes @Morganleslie86 

Edit

Maybe worth rebooting her Q box first before you take in any further

To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

if that doesn't help

Certainly looks like something at Sky's end.

I could have escalated the post to Sky but as you couldn't necessarily be with her when they responded and opened a chat it's maybe best you speak to them.

If you need to contact them you need to persevere by phone.
To contact Sky
Select Need more help
at the bottom of the following link and this will lead to a phone contact.
Ignore all automated messages and wait for an agent
https://www.sky.com/help/home