Unable to download on demand content - call to upgrade message

[Jenphi]

Trying to download a programme from channel 5 but message says press red button call to upgrade. My download settings are already set to SD only. This programme is in HD. However I can watch it via sky go with no issues ?

[oldfella]

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@Jenphi wrote:

Trying to download a programme from channel 5 but message says press red button call to upgrade. My download settings are already set to SD only. This programme is in HD. However I can watch it via sky go with no issues ?

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Hi @Jenphi 

Download from Ch 5 does need the HD pack.

Have changed the preference setting on your main Q box or just changed the format of the Download?
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 be 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.

[Jenphi]

I have changed the Download to SD in the preferences section under settings but this doesn't seem to have helped. Is there somewhere else I need to change it ?

[Jenphi]

@oldfella this unfortunately didn't work. Would there be any other suggestions ?

[Daniel0210]

@Jenphi 

To see if they can help you I’ve escalated your post to Sky and the Messaging Team may get in touch with you later.

Look out for a blue/red speech bubble at the bottom of your forum page. Once that appears you have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky are not instant so you’ll need to regularly check the chat thread.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Sky will try to refresh the viewing card which sometimes needs a couple of attempts. This link explains more: https://www.sky.com/help/articles/call-to-upgrade-downloading-on-demand#q-help-articles

[Addie15]

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