Unable to download UHD movies

[Macauley]

For some reason sky is not letting me download UHD movies. It tells me I need to upgrade but when I press the red button it says I already have the package. Checked my settings and it is set to UHD. Anyone seen this before?

[oldfella]

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@Macauley wrote:

For some reason sky is not letting me download UHD movies. It tells me I need to upgrade but when I press the red button it says I already have the package. Checked my settings and it is set to UHD. Anyone seen this before?

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Hi @Macauley 

Are you selecting a UHD HDR movie.

If so you need a HDR capable q box and set your Q resolution to 2160p 10bit.

See Q box versions in following link 

https://www.sky.com/help/articles/sky-software-updates

[Macauley]

Yes I have the resolution set to 2160p 10bit. Do you think it's something I need to speak to Sky about?

[oldfella]

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@Macauley wrote:

Yes I have the resolution set to 2160p 10bit. Do you think it's something I need to speak to Sky about?

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Hi @Macauley 

Have you checked in your Package that you do have the monthly UHD Q subscription.

You can find details of your package in your Q box in My Sky at the bottom of the home menu.

[Macauley]

Hi @oldfella 

Just checked and I do have UHD in my package

[oldfella]

Hi @Macauley 

I have escalated your post 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
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?

You may not get a response until tommorrow

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to Macauley.