Unable to download on demand upgrade message

[Amd8D]

Hoping someone can help

All my services have been reinstated but I can't download anything from cinema or on demand etc. I have all these services but it keeps telling  me I need to upgrade? Really frustrating!

I have tried the recommended online help but still not working.

Can someone give me any advice what else to try please? 

Thanks 

[oldfella]

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@Amd8D wrote:

Hoping someone can help

All my services have been reinstated but I can't download anything from cinema or on demand etc. I have all these services but it keeps telling  me I need to upgrade? Really frustrating!

I have tried the recommended online help but still not working.

Can someone give me any advice what else to try please? 

Thanks 

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Hi @Amd8D 

First check that you are not trying to Download or view HD or UHD content without the Q HD or UHD Subscription pack.
The Sky Q Sports pack and BT Sport if you subscribe through Sky are in HD as Standard.
Sky Cinema if you subscribe is also in HD.
Sky Signature includes BoxSets and Entertainment channels only in SD as standard.
Only free to air channels such as BBC, ITV etc are in HD. The Q HD pack is required for all other Sky Signature HD content, including Catch Up in HD, On Demand in HD and BoxSets in HD
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 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.

[Amd8D]

Thanks for responding.

Yes I've already done this I never had this problem before.

It's only just started to happen yesterday.

[StuartRC1]

I have the same issue. Tried the above but still doesn't work. 

[Laing1]

@Amd8D @StuartRC1 I have escalated this 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
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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#M1014