Unable to watch boxsets

[terrbarn]

My SKY Q box will not allow me to download boxsets. I have the Ultimate tv package and I have changed the box settings to download only in HD. I get the need to upgrade your service message. I rang Sky only to be told you have to pay for HD to download boxsets???

Please help?

Many Thanks

Terry

[nigea99]

hi @terrbarn 

Ultimate is Netflix not HD or UHD

(I have always thought the name can be misleading) 

Have you got the HD add on ?

If not change your Download preference to SD:

Main Menu -> Settings -> Setup -> Preferences

[TimmyBGood]

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@terrbarn wrote:

I rang Sky only to be told you have to pay for HD to download boxsets???

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To download Box Set content in HD, yes.

By default both 'Signature' and 'Ultimate TV' Box Set content access is SD unless the Sky HD add-on is in the account.

[terrbarn]

Hi. 

Thank you for your quick reply.

I am only trying to download in SD, but despite having already changed the settings as you have suggested, I still get the need to upgrade message.

[nigea99]

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@terrbarn wrote:

Hi. 

Thank you for your quick reply.

I am only trying to download in SD, but despite having already changed the settings as you have suggested, I still get the need to upgrade message.

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Hi @terrbarn 

Can we just check what your 'base' package is.

Is it SKY Signature or SKY Entertainment or something else ?

Also how long have you had SKY Q & have migrated from SKY +/Hd or are you a new customer ?

[terrbarn]

Hi.  

I have Sky signature and netflix in the Ultimate TV bundle.

I switched to Sky around 8 months ago straight to the Sky Q box and it has never worked.

[nigea99]

hi @terrbarn 

We do sometimes see this problem but usually with new customers.

Anyway,  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

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 terrbarn an invite to chat.

[terrbarn]

Thank you.

[terrbarn]

Thank you.