Package states HD & Ultra HD but it's only HD

[Jamma+Monkey]

Hiya! 

I'm so confused... Looking into savings atm so thought I'd check out the whole netflix situation and maybe move it to sky. I'd want the premium netflix so I know I'd need to have ultra hd pack with sky. My account clearly shows I have HD & Ultra HD pack (pic below).... But I can't watch anything in ultra hd. If I try to download a show in ultra hd it says I don't have the subscription and need to upgrade - buy my account says I do have ultra hd! Anyone else had this? Take it I still need to add ultra hd at £4 per month (after the promo period)? 

[oldfella]

Hi @Jamma+Monkey 

You also need to check out which Q box you have .

The original 1 TB Q box is not UHD capable.

Also some of the UHD boxes do not do UHD/HDR.

see following link

https://www.sky.com/help/articles/sky-software-updates 

[Jamma+Monkey]

It's the 2tb uhd box, so should be all good! I've also checked all video settings etc are correct. I rang sky and the guy was useless... Said maybe I don't have an ultra hd tv lol. I was like, well I 100% do! 😂🤦🏼‍♂️  Eventually he looked at account and said I don't have ultra hd (even though in My sky it says I do) 🤷🏼‍♂️

[oldfella]

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@Jamma+Monkey wrote:

It's the 2tb uhd box, so should be all good! I've also checked all video settings etc are correct. I rang sky and the guy was useless... Said maybe I don't have an ultra hd tv lol. I was like, well I 100% do! 😂🤦🏼‍♂️  Eventually he looked at account and said I don't have ultra hd (even though in My sky it says I do) 🤷🏼‍♂️

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Hi @Jamma+Monkey 

You earlier mentioned a promo period.

Maybe this is the issue