On demand and catch up not working

[D-dog8]

I have the sky signature package, my on demand and catch up tv are not working, comes up with an 'upgrade subscription' message. Is this right or should it be working 

[oldfella]

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@D-dog8 wrote:

I have the sky signature package, my on demand and catch up tv are not working, comes up with an 'upgrade subscription' message. Is this right or should it be working 

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Hi @D-dog8 

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.

[K1r5t13]

Not much help but I came here to ask the same thing as mine is doing exactly the same thing so maybe a fault with Sky.

[D-dog8]

Thanks for quick response, I've got the HD add on but have also set the preferred download to SD just in case that was it, I've also made sure the software is up to date too

[Daniel0210]

@D-dog8 
The escalation process, whereby we can escalate your issue to a member of the Messaging Team has been temporarily removed due to an issue which is being investigated. In the meantime you will need to call Sky who should be able to refresh your viewing card.