Sky movies keeps saying upgrade but I have already upgraded

[Paula981]

I have recently added sky cinema to my subscription but everytime I try to watch a film it says I have to upgrade 

[nigea99]

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@Paula981 wrote:

I have recently added sky cinema to my subscription but everytime I try to watch a film it says I have to upgrade 

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hi @Paula981 

Are you ,by any chance,  downloading & trying to watch a UHD version of the films without having the UHD add on ?

[Paula981]

No iv just tried to download it in all format and all are saying i need to upgrade 

[nigea99]

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@Paula981 wrote:

No iv just tried to download it in all format and all are saying i need to upgrade 

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I have escalated your post to a SKY support team, 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#M1014

If you are using Safari I believe you must make sure that 'Hide IP address' 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

[Lisa-P1987]

Thanks for escalating this. We’ve sent Paula981 an invite to chat.