Sky cinema not working even though it’s in my package

[Tracey125]

I have had Sky Cinema since April and have watched films ok. Just gone to watch something today and it says I need to upgrade my package. Have read previous chats on this issue and followed suggestions: Q Box has been switched off for over 1 minute, tried a reset and it is still not working. Help please.

[Tracey125]

sky Cinema works on my iPad through Sky Go but not on TV.

[Sharpy5]

same 

[caesarome]

@Sharpy5 @Tracey125 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at this bottom of this page.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Sharpy5.

[Sharpy5]

sorted now - check you're download HD films not UHD. it's in settings / preferences