Required to upgrade to download - I have the HD subscription

[KellySy]

I have just had sky q installed but cannot download anything. I have the sky signature package with sports and have HD and Ultra HD as part of it as well. Each time I try to download something it asks me to upgrade. I have reset the box many times but to no avail. Help would be greatly appreciated.

[Daniel0210]

@KellySy 

We can escalate your post to Sky if you don't want to call. They would then hopefully contact you via this page. Would you like that sorting? It may be tomorrow before they contact you now. 

[KellySy]

Yes please 

[Daniel0210]

@KellySy 

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.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to KellySy.

[LOOPYLOU1967]

I have the same problem. Upgraded to HD, but can't download 

[Daniel0210]

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@LOOPYLOU1967 wrote:

Upgraded to HD, but can't download 

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@LOOPYLOU1967 

Is that a recent upgrade to HD?