Sky signature and included channel problems

[Tinalavine]

I have had sky signature for some months now,  everytime time I try and watch sky Atlantic or box sets ect a message pops up saying I need to upgrade!  I'm under the impression that these channels ect are included with sky signature 

[nigea99]

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@Tinalavine wrote:

I have had sky signature for some months now,  everytime time I try and watch sky Atlantic or box sets ect a message pops up saying I need to upgrade!  I'm under the impression that these channels ect are included with sky signature 

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hi @Tinalavine 

There are a couple of known problems that could be affecting you.

One can be sorted with a simple Setting change :

Do you have the HD add on - if not please try changing the default download preference to SD in

Main Menu -> Settings -> Setup -> Preferences

If you do have the HD add on or the above does not sort you please let us know so we can escalate to SKY

[Tinalavine]

Hi @nigea99 and thanks for your response.   I've had settings on both and had the same problem of being asked to upgrade when trying to view sky Atlantic for eg

[nigea99]

hi @Tinalavine 

In which case, unfortunatley, I think you are suffering from  a bug at SKY's end which can affect some  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

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

[Tinalavine]

Thanks 😊  @nigea99 

[Addie15]

Hi, thank you for escalating this. Unfortunately our messaging service is not currently available. We would advise to call our team on this occasion to make sure the resolution is not delayed. Thanks.

[Tinalavine]

Thanks @Addie15 😊