@Jon431 wrote:
New Q box, on demand and catchup not working, with upgrade subscription message.
Ive updated software and set download quality to SD with no success.
This appears to be a common problem, why no easy fix?
hi @Jon431
unfortunatley, as you suspect, I think you are suffering from a bug at SKY's end which can affect some new customers when trying to download.
I have escalated your post to SKY who, hopefully, will be in touch.
Please see this link re the escalation and what you might see:
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147
I believe they try to refresh the card which sometimes works first time but I think it can take several attempts and even then sometimes it needs some other background process
If you are using Safari I believe you must make sure that 'Hide IP adress' is not checked in settings to be able to see it - if you have difficulty finding that setting then may be try accessing here with another browser
Although it may not seem like it, it doesn't affect all new customers & generally a quick refresh of signals does seem to cure it for most people
