Unable to view On Demand

[jtait95]

We have just had Sky Q installed and unfortunately we're unable to view the content on "On Demand". It prompts us that we need to upgrade for this service.

[Dallen9798]

@jtait95 

Hi,

Are you downloading in SD or HD?, Do you have the HD Addon?

Try rebooting your Q Box.

Try going to settings > system info > viewing card > pair viewing card > wait till it pairs then trigger a call back

[jtait95]

Our subscription includes HD/UHD and watching that content live is fine.

I have rebooted and also triggered a call back but I'm still unable to download or use on-demand.

[Dallen9798]

@jtait95 

You may have to call Sky on this, with it being a new install the card may need re-paired on there end and the signals sent over it should only take a few mins, I'm sorry i cant escalate this too a chat on here im just a customer like you

[nigea99]

hi @jtait95 

Unfortunatley, I think you are suffering from  a bug at SKY's end which can affect some new customers when trying to download.

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

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

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

I believe they try to refresh the card which sometimes works first time but I think it can take several attempts and even then sometimes it needs some other background process

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

[Lisa-P1987]

Thanks for escalating this. We’ve sent jtait95 an invite to chat.

[Bagsy1964]

Hi

Whilst I have had sky q for over a year,I have just started having the same issue with o  demand downloads.  Please can I have an escalation as well as trying to get through on the phone is exasperating