Sky Q multi screen mini box not letting me download on demand and access certain channels

[gaynor+h]

I have sky Q multi screen installed today , but can't access sky Atlantic on my mini box or download on demand or catch up programmes on the mini box even though that's in my subscription

[oldfella]

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@gaynor+h wrote:

I have sky Q multi screen installed today , but can't access sky Atlantic on my mini box or download on demand or catch up programmes on the mini box even though that's in my subscription

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Hi @gaynor+h 

First check that you are not trying to Download or view HD  content without the Q HD Subscription pack.
The Sky Q Sports pack and BT Sport if you subscribe through Sky are in HD as Standard.
Sky Cinema if you subscribe is also in HD.
Sky Signature includes BoxSets and Entertainment channels only in SD as standard.
Only free to air channels such as BBC, ITV etc are in HD. The Q HD pack is required for all other Sky Signature HD content, including Catch Up in HD, On Demand in HD and BoxSets in HD
If you do not have the Optional HD pack you need to change the Download to SD in All Formats (as HD is the default setting).
So that you do not need to do this every time it’s best to change your Download preference to SD in Home - Settings - Setup - Preferences.
This needs to done on the main Q box.
Then if you want to download any HD content from free to air channels (BBCHD ,ITVHD etc) you can select HD in the All formats tab of the content . This will change the format for that particular download only but still leave your format to SD in preferences.

[gaynor+h]

Hi 

I have the sky signature pack so I presumed that whatever is available on the main sky Q box , will be the same on the mini box ? Also I can access for example sky Atlantic on the main sky Q box , but not in the mini box ! Why would that be ? 

[oldfella]

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@gaynor+h wrote:

Hi 

I have the sky signature pack so I presumed that whatever is available on the main sky Q box , will be the same on the mini box ? Also I can access for example sky Atlantic on the main sky Q box , but not in the mini box ! Why would that be ? 

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Do you have the Sky Q HD add on pack @gaynor+h 

HD is not included in Sky Signature.

[gaynor+h]

I'm going to check now on my package online . Surely it should let me download catch up and on demand programmes ? Am I wrong in assuming that everything I can access on my main sky Q box , that I should be able to access on my sky mini box ? 

[nigea99]

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@gaynor+h wrote:

I'm going to check now on my package online . Surely it should let me download catch up and on demand programmes ? Am I wrong in assuming that everything I can access on my main sky Q box , that I should be able to access on my sky mini box ? 

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hi @gaynor+h 

There are 2 problems that you could be facing. 

The default is set to download in HD even if you do not have the HD add on which is why @oldfella is  checking if you have it & suggests the change in settings to download quality if you don't

The other  needs action by SKY but we need to check it is not the HD issue first

It will be the same on both main & mini boxes

[oldfella]

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@gaynor+h wrote:

I'm going to check now on my package online . Surely it should let me download catch up and on demand programmes ? Am I wrong in assuming that everything I can access on my main sky Q box , that I should be able to access on my sky mini box ? 

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Hi @gaynor+h  

If you do not have the Q HD add on then you will not be able to watch HD channels on any box. (Apart from the free to air channels)

If you don't have the HD add on then maybe you are watching in SD on your main Box but in HD on your mini.

If they are Downloads in HD (then you have the HD add on) and you can watch them on your main box then they should also be available on minis.

[gaynor+h]

I have paid for the HD signature package and today when the engineer installed the Sky Q main box and my mini box in the other room , he gave me 4 months free ultra HD . The real issue I'm having , is not really wether it is inHD is that I cannot download any catch up or on demand programmes on the mini box . Also in my signature pack , I should be able to access sky arlanyic  channel on the mini box ad I'm accessing it fine in the main box ! So it seems that my multi screen subscription is not working ? Would you agree ? 

[nigea99]

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@gaynor+h wrote:

I have paid for the HD signature package and today when the engineer installed the Sky Q main box and my mini box in the other room , he gave me 4 months free ultra HD . The real issue I'm having , is not really wether it is inHD is that I cannot download any catch up or on demand programmes on the mini box . Also in my signature pack , I should be able to access sky arlanyic  channel on the mini box ad I'm accessing it fine in the main box ! So it seems that my multi screen subscription is not working ? Would you agree ? 

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hi @gaynor+h 

I think you will find it is the same on the main box & not a problem specifically with multiroom.

Unfortunatley, I think you are suffering from  a bug at SKY's end which we know 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

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[Gcs28]

Hi so I'm having the same issue. I have followed the steps above and had to add the HD package otherwise I can't watch normal channels/ recordings and it still says I need to check my subscription or on normal channel that is HD program unavailable so how do I make it work?

[gaynor+h]

I pay extra for the HD on the sky signature . My basic question is : whatever channels that are available on the sky Q main box , the mini box should be able to give me too ? I am paying for multi screen . And if I want to download catch up or on demand , I should be able to do that on both boxes ? 

[nigea99]

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@gaynor+h wrote:

I pay extra for the HD on the sky signature . My basic question is : whatever channels that are available on the sky Q main box , the mini box should be able to give me too ? I am paying for multi screen . And if I want to download catch up or on demand , I should be able to do that on both boxes ? 

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Yes - please see my earlier reply

[gaynor+h]

Fab thank you . I'm not a whiz kid on sky but I have had multi room for 10 years in the old sky hd boxes and never had any problems ! Just changed over to sky Q today and problems already ! 

[nigea99]

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@gaynor+h wrote:

Fab thank you . I'm not a whiz kid on sky but I have had multi room for 10 years in the old sky hd boxes and never had any problems ! Just changed over to sky Q today and problems already ! 

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Soory that your initial experience with SKY Q is this - it can be sorted but I am afraid you wll need to wait until they can refresh your account/card.

SKY Q is quite a different set up and can take some getting used to - don't be afraid to ask if there is anything you need help with

BTW in case you are not aware all recordings on SKY Q are phyiscally stored on the main box & available to all boxes (except UHD which can only be watched on the main box) 

[gaynor+h]

I think a phone call to sky is needed ! I already pay for the Hd pack , can do everything in the main box , but can't download on demand or catch up on the mini box . Everything you do on the main box should be able to go on the mini box ! That's why we pay for multi screen . I'm going to ring sky tomorrow and get them to fix it .