On demand not working

[jkc332]

Reinstated sky yesterday after cancelling and receiving a new offer. I have everything required to use on demand services but when I try to use them it tells me to upgrade. 

[Daniel0210]

@jkc332 

Is your subscription exactly the same as before? 

[jkc332]

Ive added cinema but removed uhd

[oldfella]

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@jkc332 wrote:

Ive added cinema but removed uhd

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Did you remove HD as well @jkc332 ??

[Daniel0210]

@jkc332 

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

[jkc332]

I have HD and it is set to download in HD

[jkc332]

No ive still got the HD

[Daniel0210 · Accepted solution]

@jkc332 

To see if they can help you I’ve escalated your post to Sky and their Messaging Team should contact you later.

You need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply 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 fairly regularly.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[jkc332]

Thank you for your help.