Unable to access channels in HD

[Fuzzbap]

I am currently unable to watch certain channels in HD through Sky Q.

All channels in the 100 range - Sky One, Witness Atlantic etc., the U& channels, basically any non-Freeview channels - have all reverted to their SD versions. When I navigate to the HD channels such as Sky One HD on 806, I get a message saying that I have to upgrade.

I have always had the HD pack, and it still appears both on My Sky and my latest bill. Sky Cinema and Sports channels are still available in both HD (and UHD where applicable), and I can download Sky One programmes in UHD (I tried with The Burbs).

I can still watch HD channels on the Sky Go app on my phone/tablet by navigating to the 800-range channels.

Has anyone else had this issue?

[nigea99]

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@Fuzzbap wrote:

I am currently unable to watch certain channels in HD through Sky Q.

All channels in the 100 range - Sky One, Witness Atlantic etc., the U& channels, basically any non-Freeview channels - have all reverted to their SD versions. When I navigate to the HD channels such as Sky One HD on 806, I get a message saying that I have to upgrade.

I have always had the HD pack, and it still appears both on My Sky and my latest bill. Sky Cinema and Sports channels are still available in both HD (and UHD where applicable), and I can download Sky One programmes in UHD (I tried with The Burbs).

I can still watch HD channels on the Sky Go app on my phone/tablet by navigating to the 800-range channels.

Has anyone else had this issue?

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hi @Fuzzbap 

May I suggest you try re-freshing the card :

Main Menu -> Settings -> System Info  scroll across to the viewing card & click on 'setup'

Then click on the button (the whole message) which ends 'Use this option to trigger a callback' 

This isn't a call back as such but initiates a refresh of the viewing card - I have no idea how long this takes it could be many hours or even a day or so

[Fuzzbap]

Thank you, I did try that last night after finding out as a potential solution to similar problems. I haven't switched on the box this morning but will do when I can.

[Fuzzbap]

The callback hasn't done anything so far, so I decided to push the red button to "upgrade" and got a screen telling me that I'm already subscribed and my "upgrade will appear shortly but it can take up to four hours". Error code is MYSKY_1802. It doesn't really make any sense, as I've had the HD pack for nearly 15 years since joining Sky, so it's not an "upgrade".

[nigea99]

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@Fuzzbap wrote:

The callback hasn't done anything so far, so I decided to push the red button to "upgrade" and got a screen telling me that I'm already subscribed and my "upgrade will appear shortly but it can take up to four hours". Error code is MYSKY_1802. It doesn't really make any sense, as I've had the HD pack for nearly 15 years since joining Sky, so it's not an "upgrade".

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hi @Fuzzbap 

Sorry that did not help.

I have escalated your post to a SKY support team, who, hopefully, will be in touch.

Please see this link re the escalation and what you might see:
Escalation Info 

If you are using Safari I believe you must make sure that 'Hide IP address' 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

[Brill+Gill · Accepted solution]

Thanks for escalating this @nigea99. We’ve sent @Fuzzbap an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.