Why can I watch things on Sky Max on Sky Go but I can’t on my TV

[KatenShell]

Started watching Manifest Series 2 on Sky Go (through Sky Max) but when I went to watch it on the TV through the Sky Hub box, it comes up with a message saying not available and that I have to upgrade . . . How is it I can get it on Sky Go and not on the Hub? Have tried to look into this on live chat but as usual, no help whatsoever. Have tried to call to speak to someone but it seems I'm too late and so have to try ringing again tomorrow. 

Any help would be gratefully appreciated as I can't make any sense of being able to view on one but not the other 🤔 

[GD1]

@KatenShell  There is no Sky Hub box for TV , it's either Sky+, Sky Q or Sky Glass/Stream

Which on e do you really have?

[KatenShell]

Hi @GD1 

Good point, we've got SkyQ  👍 just checked the contract 

[oldfella]

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@KatenShell wrote:

Started watching Manifest Series 2 on Sky Go (through Sky Max) but when I went to watch it on the TV through the Sky Hub box, it comes up with a message saying not available and that I have to upgrade . . . How is it I can get it on Sky Go and not on the Hub? Have tried to look into this on live chat but as usual, no help whatsoever. Have tried to call to speak to someone but it seems I'm too late and so have to try ringing again tomorrow. 

Any help would be gratefully appreciated as I can't make any sense of being able to view on one but not the other 🤔 

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Hi @KatenShell 

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.

[Laing1]

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@KatenShell wrote:

Hi @GD1 

Good point, we've got SkyQ  👍 just checked the contract 

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Sky signature comes with live TV, catchup and boxsets.in SD as standard you may be trying to download the programme in HD

The default download setting is HD so try changing the format to download in SD

you can change the default to SD by Pressing Home on your Sky Q remote and select Settings, then Setup.
Select Preferences, then 'On Demand default download format', and choose SD.

[KatenShell]

@Laing1 @oldfella 

Thanks both for your suggestions . . . I will give this a go tomorrow and see if this works. Fingers crossed 🤞 

I'll update tomorrow . . . or scream for more help. Thank you everyone for your help this evening 😊