@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
