We can no longer record anything it just keeps saying we need to upgrade our subscription??

[LIKA2301]

We can not record anything it keeps saying I need to update my subscription

[oldfella]

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@LIKA2301 wrote:

We can not record anything it keeps saying I need to update my subscription

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Hi @LIKA2301 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 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.

[LIKA2301]

I only joined sky on 29th October took my full subscription money for everything yesterday and now I cant watch anything except BBC and ITV, I have no Apps and all my recordings have gone! It just keeps saying I need to upgrade my subscription!!

[oldfella]

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@LIKA2301 wrote:

I only joined sky on 29th October took my full subscription money for everything yesterday and now I cant watch anything except BBC and ITV, I have no Apps and all my recordings have gone! It just keeps saying I need to upgrade my subscription!!

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Hi @LIKA2301  

Have you tried rebooting your Q box?
To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

[LIKA2301]

Yeah we tried unplugging and rebooting and it's still saying the same...to watch this you need to upgrade your subscription 😭😭

[oldfella]

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@LIKA2301 wrote:

Yeah we tried unplugging and rebooting and it's still saying the same...to watch this you need to upgrade your subscription 😭😭

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Try refreshing your Viewing card.  It may help.
Home - Settings - System info.
Highlight Viewing card number and then select Setup on the right hand side.
Then select Use this option to trigger a callback

No call is actually made but the Viewing card should be refreshed.

[LIKA2301]

No that hasn't worked either 😕  I think  I will have to watch ITV tonight and call in the morning. Thank you so much though for trying to help it's much appreciated