Sky cinema - paying for something I can’t watch

[Maple_2103]

Hi

I've been paying for sky cinema for a few months. I have tried to watch a film for the first time today but it says I need to upgrade. However when I click on this it says you are already upgraded.

I have rang sky and they just said I had to subscribe to the HD and UHD package which I don't wish to have due to the extra cost. 
Is this necessary to be able to watch the normal sky movie channels and download films? I didn't realise this at the time of signing up.

[oldfella]

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@Maple_2103 wrote:

Hi

I've been paying for sky cinema for a few months. I have tried to watch a film for the first time today but it says I need to upgrade. However when I click on this it says you are already upgraded.

I have rang sky and they just said I had to subscribe to the HD and UHD package which I don't wish to have due to the extra cost. 
Is this necessary to be able to watch the normal sky movie channels and download films? I didn't realise this at the time of signing up.

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Hi @Maple_2103 

With Sky Cinema on Q HD is standard.

However many films are in UHD and this is not included.  So make sure anything you are trying to watch is not in UHD or UHD/HDR.

[nigea99]

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@Maple_2103 wrote:

Hi

I've been paying for sky cinema for a few months. I have tried to watch a film for the first time today but it says I need to upgrade. However when I click on this it says you are already upgraded.

I have rang sky and they just said I had to subscribe to the HD and UHD package which I don't wish to have due to the extra cost. 
Is this necessary to be able to watch the normal sky movie channels and download films? I didn't realise this at the time of signing up.

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hi @Maple_2103 

Are you in the UK or Ireland ?

Can you try changing your download preference to SD
Main Menu -> Settings -> Setup -> Preferences
and try downloading again

(Please note this setting can only be set on the Main box)

[Maple_2103]

Sorry I'm in the Uk yes.

I tried that on my settings thank you  it is currently set as SD.

Just thought I would at least be able to view the sky movie channels but can't even see them. 

[oldfella]

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@Maple_2103 wrote:

Sorry I'm in the Uk yes.

I tried that on my settings thank you  it is currently set as SD.

Just thought I would at least be able to view the sky movie channels but can't even see them. 

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Exactly what film are you trying to watch @Maple_2103 ?

Also is it On Demand or a Recording?

[Maple_2103]

I was trying to watch the sky premiere channel but it's not just that one I can't view any of them.

It was where the crawdads sing I was trying to download which I know is a recent film so may be in UHD. However when I've tried to look at older films I can't view them either 

[oldfella]

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@Maple_2103 wrote:

I was trying to watch the sky premiere channel but it's not just that one I can't view any of them.

It was where the crawdads sing I was trying to download which I know is a recent film so may be in UHD. However when I've tried to look at older films I can't view them either 

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Hi @Maple_2103 

Try rebooting your Q box.

To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

[Maple_2103]

@oldfella 

I've tried re-booting it and still the same. Thank you for all your help though.

[oldfella]

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@Maple_2103 wrote:

@oldfella 

I've tried re-booting it and still the same. Thank you for all your help though.

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Hi @Maple_2103 

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

[Greenfingers001]

Thanks for escalating this. We’ve sent @Maple_2103 an invite to chat.

[Chalk+Serpent]

Is this because Sky don't have sd only channels anymore if HD is available? If so you have been missold a package you can't watch so complain and tell them to cancel it and refund you what you have paid (or give you HD for no extra cost). Charging customers the ludicrous prices they do for HD is ridiculous, HD should be free. 

[Laing1]

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@Chalk+Serpent wrote:

Is this because Sky don't have sd only channels anymore if HD is available? If so you have been missold a package you can't watch so complain and tell them to cancel it and refund you what you have paid (or give you HD for no extra cost). Charging customers the ludicrous prices they do for HD is ridiculous, HD should be free. 

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@Chalk+Serpent Sky do have SD channels even if there is a HD channel available the possible reason for Sky Cinema not working is that the signal to turn it on wasn't received by the box or something at Sky's end Sky are not getting rid of the SD channels 

[xenon81]

Most of the Sky Cinema SD channels closed and there are only 4 or 5 left. However HD is included with Sky Cinema so everyone should be able to watch the HD channels and download HD films even without the Sky HD pack. 

[Lisa-P1987]

Thanks for chatting to us @Maple_2103 . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks