Sky Cinema says I need to upgrade when I’m already subscribed?

[Snoopy001]

I've got subscription to Sky Cinema but on screen it's telling me I need to upgrade. Firsty why and what do I need to do to be able to watch it again?

[oldfella]

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@Snoopy001 wrote:

I've got subscription to Sky Cinema but on screen it's telling me I need to upgrade. Firsty why and what do I need to do to be able to watch it again?

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Hi @Snoopy001 

You are not trying to watch a UHD movie without the Monthly UHD subscription : are you?

[Snoopy001]

Hi, no it won't even let me something I've already watched.

[oldfella]

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@Snoopy001 wrote:

Hi, no it won't even let me something I've already watched.

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Hi @Snoopy001 

I have escalated your post to Sky.
You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
The link below explains how the escalation process works

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

[Snoopy001]

Thanks 

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @Snoopy001 to chat.

[Snoopy001]

@oldfella Thanks for your help. All done and fixed now, much appreciated.

[Snoopy001]

Saying I need to upgrade when already subscribed. No im not trying to watch in HD it won't let me watch things I've already watched and this is the second time this has happened.

[oldfella]

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@Snoopy001 wrote:

Saying I need to upgrade when already subscribed. No im not trying to watch in HD it won't let me watch things I've already watched and this is the second time this has happened.

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Hi @Snoopy001 

If you are still referring to Sky Cinema then it's nothing to do with HD as this is standard and included for Cinema.

UltraHD (UHD) however is a different matter.

What exactly are you trying to watch?

[Snoopy001]

Sky Cinema and things that I've watched before but says I'm not subscribed but I am

[oldfella]

Are they in UHD @Snoopy001 ????

[Snoopy001]

No, not as far as I know 

[oldfella]

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@Snoopy001 wrote:

No, not as far as I know 

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Hi @Snoopy001 

You need to be sure.

You said you weren't watching Cinema in HD but this is standard unless you have deliberately selected SD.

If you do have the UHD subscription then check if your Q box is still set to 2160p

[Snoopy001]

Sorry but I'm going out now I just don't understand how one day I can watch it and another day I can't. I'll have to sort later but thanks for your help 

[Snoopy001]

Hi Please bear with me I've tried sky cinema and it says I need to upgrade but I already subscribe it did this a couple of months ago and you had to put me through to someone at sky and they sorted it in minutes can we do that again please