Sky won’t let me watch catch up or box sets telling me to upgrade. Let’s me watch them on sky go

[crumpet1]

I can watch for example Perry Mason on Atlantic on Sky Go but not on the th tells me I need to upgrade .

[oldfella · Accepted solution]

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@crumpet1 wrote:

I can watch for example Perry Mason on Atlantic on Sky Go but not on the th tells me I need to upgrade .

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Hi @crumpet1 

First check that you are not trying to Download or view HD or UHD content without the Q HD or UHD Subscription pack.

Sky Signature includes BoxSets and Entertainment channels only in SD as standard.
Only free to air channels such as BBC, ITV etc are in HD. The Q HD pack is required for all other Sky Signature HD content, including Catch Up in HD, On Demand in HD and BoxSets in HD
If you do not have the Optional HD pack you need to change the Download to SD in All Formats (as HD is the default setting).
So that you do not need to do this every time it’s best to change your Download preference to SD in Home - Settings - Setup - Preferences.
This needs to done on the main Q box.
Then if you want to download any HD content from free to air channels (BBCHD ,ITVHD etc) you can select HD in the All formats tab of the content . This will change the format for that particular download only but still leave your format to SD in preferences.

[crumpet1]

This now works thank you . I followed the instructions 

[buddiez]

I also receive a message saying that I need to upgrade but only for non Sky channels. I can get catch up and Sky.go but not on demand for stations such as Alibi or W? I have followed various instructions here - set default to SD and choose SD in All formats choice. I have also gone through the various steps to update software etc but nothing correcting the issue?

[Laing1]

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@buddiez wrote:

I also receive a message saying that I need to upgrade but only for non Sky channels. I can get catch up and Sky.go but not on demand for stations such as Alibi or W? I have followed various instructions here - set default to SD and choose SD in All formats choice. I have also gone through the various steps to update software etc but nothing correcting the issue?

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@buddiez I have escalated this 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
If you are using the Safari browser please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

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

[Lisa-P1987]

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