UHD has disapeared from box

[TonyGW]

I have an active UHD subscription which has worked on my box for years.  Now it has disappeared and all my channels show as HD only.  Also i no longer download UHD.   My account shows UHD subscription is active,

[oldfella]

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@TonyGW wrote:

I have an active UHD subscription which has worked on my box for years.  Now it has disappeared and all my channels show as HD only.  Also i no longer download UHD.   My account shows UHD subscription is active,

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Hi @TonyGW 

Make sure that your Q box is still set to 2160p resolution.  10 bit if HDR compatible. 

[TonyGW]

thanks.  have checked that.  and it is correctly set to UHD.   

When I try to download UHD, it says "no subscription".   but if i try to add a UHD subscription it correctly says already subscribed.   

Strange ! 

[MightyQuinn]

Hi @TonyGW   Have you tried a power reboot?

[TonyGW]

😃 yep. tried that too!  

Im thinking I need to call them up. 

[oldfella · Accepted solution]

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@TonyGW wrote:

😃 yep. tried that too!  

Im thinking I need to call them up. 

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Hi @TonyGW 

Try refreshing your Viewing card.
Home - Settings - System info.
Highlight Viewing card number and then select Setup on the right hand side.
Then select Use this option to trigger a callback

No call is actually made but the Viewing card should be refreshed.

[tunneltiger]

I had the same problem last year, I emailed viewer relations and a few hours later,  UHD was available again on my box.

[TonyGW]

Thank you everyone for the suggestions.  Normal service has been resumed!  I think it was the viewing card refresh that did the job.  Very strange that it would just stop working seeing as my subscription had not changed and neither had my card.