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Discussion topic: Sky q installed today on demand and catch up not working

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This message was authored by EmmaJHarv This message was authored by: EmmaJHarv

Sky q installed today on demand and catch up not working

We had our sky q installed today, but when attempting to watch anything on on demand or catch up we get a message saying we need to upgrade. 

 

This is part of our package, weve put settings to download in SD rather than HD to see if that fixes it but no luck. Have reset the sky q box and waited 30 seconds a few times as looked like it worked for others with similar issues but no luck yet 

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This message was authored by nigea99 This message was authored by: nigea99

Re: Sky q installed today on demand and catch up not working

Posted by a Superuser, not a Sky employee. Find out more

@EmmaJHarv wrote:

We had our sky q installed today, but when attempting to watch anything on on demand or catch up we get a message saying we need to upgrade. 

 

This is part of our package, weve put settings to download in SD rather than HD to see if that fixes it but no luck. Have reset the sky q box and waited 30 seconds a few times as looked like it worked for others with similar issues but no luck yet 


hi @EmmaJHarv 

 

unfortunatley, I think you are suffering from  a bug at SKY's end which is affecting 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

This message was authored by Tom-W19 This message was authored by: Tom-W19

Re: Sky q installed today on demand and catch up not working

Posted by a Sky employee

Thanks for escalating. We've sent an invite to EmmaJHarv.

Thanks
Tom
This message was authored by Addie15 This message was authored by: Addie15

Re: Sky q installed today on demand and catch up not working

Posted by a Sky employee

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

This message was authored by Matto+E This message was authored by: Matto+E

Re: Sky q installed today on demand and catch up not working

@EmmaJHarv 

 

i had this same issue when i started, i phoned them up and they went through on resetting the viewing card from there end took about 5 mins 

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