Sky Q mini box won't play Sky Atlantic content

[Jade+Diamond]

My sky mini box won't play Successsion, but we can watch it (and all other Atlantic content) on the main Q box. 

The mini box gives me a message asking me to upgrade, but I have Sky Atlantic in my package. Succession is in HD, not UHD, so the mini box should be able to play it.

Any ideas on how to fix this? Thanks.

[nigea99]

hi @Jade+Diamond 

I admit I find this a bit strange.

The oft used techie suggestion I am afraid (although sometimes works!) - a power down restart. 

The first thing is to restart your main SKY Q box :

 Use the remote to place it into standby mode

 Then remove the power to it (either switch off at mains or remove the power plug)

 Wait at least 30s

 Then re-apply the power & wait for it to fully restart - this may take a few minutes.

Once the main box is restarted do the same power down restart on the mini box.

[Jade+Diamond]

Hello

Thanks for your reply.

I have just taken all those steps, but it has not resolved the issue.

I can watch Sky Atlantic live on the mini box. Game of Thrones is on at the moment, and the mini box has no problem playing it. ('Do you really think the crown gives you power?)

Do you have any other suggestions? 

Thanks.

[Jade+Diamond]

Hello

I think I am having the same issue as this person: https://helpforum.sky.com/t5/Sky-Q/Can-t-download-on-sky-Atlantic-or-any-catch-up-or-on-demand/td-p/...

I can watch these programmes on Sky Go. I can stream them or download them and watch them. I think it is the on demand/catch up feature I can't get, on either the main box or the mini box now.

[nigea99]

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@Jade+Diamond wrote:

Hello

I think I am having the same issue as this person: https://helpforum.sky.com/t5/Sky-Q/Can-t-download-on-sky-Atlantic-or-any-catch-up-or-on-demand/td-p/...

I can watch these programmes on Sky Go. I can stream them or download them and watch them. I think it is the on demand/catch up feature I can't get, on either the main box or the mini box now.

---

Try changing  your download preference to SD

Home -> Settings -> Setup -> Preferences

[Jade+Diamond]

That doesn't change anything.

I can't understand why I can watch Atlantic shows on Sky Go and Live TV, but not on catch up or on demand.

On Sky Go, I can stream and download Atlantic programmes.

Atlantic is part of my package and I would like to watch the shows that are on/have been on it. To do that, I need to be able to watch them on demand and on catch up.

Please help, or escalate this.

Thanks

[nigea99]

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@Jade+Diamond wrote:

That doesn't change anything.

I can't understand why I can watch Atlantic shows on Sky Go and Live TV, but not on catch up or on demand.

On Sky Go, I can stream and download Atlantic programmes.

Atlantic is part of my package and I would like to watch the shows that are on/have been on it. To do that, I need to be able to watch them on demand and on catch up.

Please help, or escalate this.

Thanks

---

Can you download on any other channel ? 

Are you a new customer or recently changed your subscription ?

[Jade+Diamond]

I am not looking to download, just to watch on catch uo and on demand.

It seems to be other channels I can't use this function with. Sky Witness, for example.

I am quite a new customer.

Is there a reason I would be able to watch content on live TV , or stream or download it to Sky Go, but not access the same content on the catch up/ on demand functions?

[nigea99]

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@Jade+Diamond wrote:

I am not looking to download, just to watch on catch uo and on demand.

It seems to be other channels I can't use this function with. Sky Witness, for example.

I am quite a new customer.

Is there a reason I would be able to watch content on live TV , or stream or download it to Sky Go, but not access the same content on the catch up/ on demand functions?

---

On demand & Catch up does initiate a download.- sorry if the terminology may have confused you

Unfortunatley, I do  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

[Jade+Diamond]

I appreciate that. I hope they will be able to fix/ bypass the bug.

Thanks for your help.

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Jade+Diamond an invite to chat.

[Jade+Diamond]

I am 24 hours in to my 48 hour period, but I can't see the speech bubble now, so I can't make contact with a Sky employee.

I  did send a message in the speech bubble yesterday evening, so I have started the conversation.

Are their hours 8am-7pm every day?

Judging by the messages on this discussion board, a lot of people are having this issue where they can't watch catch up/download anything.

[Addie15]

Update-We are closing this chat session now but if there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.

[Jade+Diamond]

This is resolved. It turns out I had to change my On Demand default settings to SD.

In case it is helpful, here is the resolution, and a bit of discussion about it:

Sky:   It would be, but you do not have an HD subscription, I'm afraid.
If you could check this for me:
Press Home on your Sky Q remote and select Settings, then Setup.
Select Preferences, then On Demand default download format.

Jade: I bet a lot of people need this solution because they think they have a HD package. At on point did I see SD when I signed up. It must be in the small print about catch up/downloads. Can you show me a link to the HD subscription you are talking about?

Sky:   So, just to clarify, SD is standard definition. That is what everyone has, unless they add HD, or even UHD. High Definition is something you need to take out a subscription for. You can do it online, via the My Sky app, or sky.com, for example. Nobody has HD as default with their package.

Jade:  I know what SD stands for. I feel like I was misled/mis-sold this. If it had been explicit at the time of purchase, I would have considered the option of adding HD. I thought I was getting HD already. Why would I think that? I must have been led to thinking it by the text about the packages I was weighing up. Many others seem to have thought they were getting HD too. The initial issue I wanted to address today has been resolved. I would prefer not to speak further with you at this time. Please end this chat now.

[nigea99]

hi @Jade+Diamond 

I am sorry I didn't suggest changing the default download to SD  initially - which I usually do.

Your reference in your opening post about it being in HD & not UHD made me think you had the HD add on - if I thought you perhaps didn't have the HD add on I would have suggest it sooner & saved you the wait