On demand/Catch up not working.

[Paul5359]

I have reactivated my Sky Q box today with all accessibility working, Sky Sports/ Sky Cinema/ Sky Entertainment etc but when I try to download something on demand/catch up (which I could do before) now tells me Ineed to upgrade my subscription? Help please.

[Daniel0210]

@Paul5359 
Do you still 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

[Paul5359]

I do have the HD add on still. So nothing has changed, which is why I don't understand why it's doing it.

[Daniel0210]

@Paul5359 

Okay, I’ve escalated your post to Sky and the Escalation Team may get in touch with you tomorrow. 

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.

[Tom-W19]

Thanks for escalating. We've sent an invite to Paul5359.

[Addie15]

Update-We are closing this session now as this matter has now been resolved. If there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.