Some Sky Cinema Movies not working

[152bobby]

I renewed my Sky Q package the other day and I have noticed that any Movies that have UHD or HDR format, I cannot watch, I just get the onscreen message to Upgrade to watch this.

I have the Sky Cinema Package and I have ensured that my TV settings are correct changed etc, Home, Settings, Set Up, Audio Visual, Picture Resolution , 2160p (UHD) etc, but I still get the same message to upgrade. Normal HD movies are fine.

This was fine until my package was renewed, NOTHING was meant to change, just the price.

Any ideas, before I contact Sky ?

Thanks

[PandJ2020]

Do you have UHD subscription?

[152bobby]

I can't see it listed on my Bill or Package, I had it before, so they have obviously not kept it on my package, I guess I'll have to fight my way through the Robot Chat to get to a REAL person !!

[152bobby]

What are the so called working hours of the LIVE Sky Customer service on Sky Chat...I just cannot get past the Robot !!  Is Sky Live Chat hours just random !!

I really can't stand it when I have to call Sky on the telephone.

[152bobby · Accepted solution]

The only upgrades left for me on my account is BT Sport (which I don't need), Ultimate TV Add On (which I don't need) and Ultra HD+ HD, which would be free for 4 months for me and then £4 a month.

Is this what I need to get the UHD ? (Ultra HD + HD). I already have Sky HD and Sky Sports HD.