Yesterday download says I need to up grade.

[nigea99]

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@Negativepitch42 wrote:

Just checked.

Home - Settings - System Info - Hardware Version
32Cxxx then you have an older 1TB non-UHD Box

I'm not bothered about UHD.

Just popping back to my original question on this thread, I have tried other programs on Yesterday which again I had downloaded on my old box, but has now changed to the wrong subscription, Hornby A Model World, for example.

I thought, ok, maybe it's just the yesterday channel.

So I tried some others channels, and it's the same.

I have another question about packages, but I'll start a new thread...keep an eye out 😅

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I think it is possible that we have been a little side tracked by checking out different episodes of the series you first tried to download. 

As I mentioned in one my replies we used to see quite a few problems reported with some new customers to SKY Q getting a request to upgrade whenever they tried to download anything & it is just possible that this is a re-occurence of this.

When is the engineer due to visit ?

If it is not in the next day or two we could refer you to a support team  that support these groups to see if they can assist 

BTW As per my notes the non UHD 1TB box only supporta 1 active mini and can only record 3 channels  at the same time - these similarly may not be an issue for you

[Negativepitch42]

Yes, sorry for the side track.

I have just started a new thread about something else.

The engineer is due July 4th.

[nigea99]

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@Negativepitch42 wrote:

Yes, sorry for the side track.

I have just started a new thread about something else.

The engineer is due July 4th.

---

OK I have I have escalated one your posts to the SKY support team I mentioned, 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#M1014

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

[Negativepitch42]

Many Thanks.

I've unchecked Hide IP.

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Negativepitch42 an invite to chat.

[Negativepitch42]

Hi nig

While I'm waiting for a reply from Sky support.

I stayed up late last night going through various catchup channels.

All the ones I used to be able to download from I can nolonger do.

It either cimes up with 'you have the wrong package, and on some fress red to upgrade.

We have always been on the old Sky Entertainment Package, even though Sky Signature is now the base package.

Do you know if anything was taken off the Entertainment Package when they switched over to the Signature Package?

If so, I think I may have sorted why.

Even though our bill still lists we have the old Entertainment Package, and when we speak to customer service, and they look at their computer to see what package we are on they take it for granted we are getting the same stuff.

When we had The Sky Q and the card, by default the system would have loaded the base package since it read that we were on a base package.

So if any of the catchup channels which were included in the old Entertainment but are not now included in the Signature (base package), then this is the reason why?

Do you follow?

Has the system seen I was on a base package, so loaded the base package by default, but the current base package is now different to what it used to be for catchup channels.

What do you think?

[Negativepitch42]

I think this is the reason why each time we have spoken to customer service over the last few years, they have said, things like, oh I notice you are on the old Entertainment package, you are lucky as the latest package is now the Signature, but you can still stay on the old entertainment package.

We always thought it was because our bill was cheaper.

Perhaps this is what they meant? 

As it stands now, canal boat Diaries is telling me that on series 2, 3, 5 is that I don't have the right subscription. Maybe the system is fighting with its self if yesterday catchup has been taken off the Signature package, as it's any program on the yesterday catchup channel, not just Canal Boat Diaries, that won't let me download it.

Others, I would have to look at it all again, say I need to upgrade.

If so, then I have lost out by getting Sky .... do you follow?

[Negativepitch42]

Or....

It's partly to do with demand, and which is why I can't download current stuff which is being aired, where I was able to do that.

I can download the old stuff, but not current, before I could do both.

[Negativepitch42]

I think I've sussed it.

Anything I was able to do on the old. Entertainment pack, I can no longer do since Sky Q, which means I am on the current base pack and only what that includes, hence 'you have the wrong package'  'press red to upgrade'

On some, I can download the old stuff, but not the current stuff being shown so that would be the episodes on demand.

So when I gave my example of the old menu system.

I have corrected.

Canal Boat Diaries S5 

Canal Boat Diaries S5 ep4. Yesterday HD Thursday 5.30

Canal Boat Diaries S5 ep4  Yesterday HD.  HD Thursday 5.30

Canal Boat Diaries S5 ep4   Yesterday HD

Canal Boat Diaries S5 ep4    Yesterday ********

Canal Boat Diaries S5 ep4.    Yesterday HD  Sunday 9.30

Canal Boat Diaries  S5 ep4.     Yesterday HD.  HD Thursday 9.30

That's what the menu looked like above on my old box.

I could set to record choosing one of the timed options, BUT I could also download the one I have marked with the stars there and then (on demand/catchup?)

Now I just get, you have the wrong package, so I have lost the ability to download it on demand since Sky q.

That option must have been available at the time on the old Entertainment, but it's not in the new Signature/Entertainment on that and a few other channels.

[oj01]

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@Negativepitch42 wrote:

I think I've sussed it.

Anything I was able to do on the old. Entertainment pack, I can no longer do since Sky Q, which means I am on the current base pack and only what that includes, hence 'you have the wrong package'  'press red to upgrade'

On some, I can download the old stuff, but not the current stuff being shown so that would be the episodes on demand.

So when I gave my example of the old menu system.

I have corrected.

Canal Boat Diaries S5 

Canal Boat Diaries S5 ep4. Yesterday HD Thursday 5.30

Canal Boat Diaries S5 ep4  Yesterday HD.  HD Thursday 5.30

Canal Boat Diaries S5 ep4   Yesterday HD

Canal Boat Diaries S5 ep4    Yesterday ********

Canal Boat Diaries S5 ep4.    Yesterday HD  Sunday 9.30

Canal Boat Diaries  S5 ep4.     Yesterday HD.  HD Thursday 9.30

That's what the menu looked like above on my old box.

I could set to record choosing one of the timed options, BUT I could also download the one I have marked with the stars there and then (on demand/catchup?)

Now I just get, you have the wrong package, so I have lost the ability to download it on demand since Sky q.

That option must have been available at the time on the old Entertainment, but it's not in the new Signature/Entertainment on that and a few other channels.

---

@Negativepitch42 It's a theory, but it's actually the other way round. Signature includes everything that Entertainment did PLUS Box Sets (actually I'm not sure if it includes Kids but that's not relevant here).

However, unless you've specifically agreed a new contract on Signature then you should still be on Entertainment. You've never mentioned having the Box Sets subscription, so I'm assuming you don't have it. I suppose, therefore, it's possible that some of the Series's are categorized as Box Sets on Sky Q, hence you not being able to watch them, although that shouldn't really be the case. 

Imo, switching to Sky Signature (whilst meaning agreeing to a new contract) would only help your situation with these Downloads. 

[Negativepitch42]

Hmmm...bugger.

If that's the case, I'm stuck between a rock and a hard place.

Do I stick with what I have at £33 no contract, or do I get the signature, and pay more and on a contract?

Which is the reason the bloke on customer service said he could give me Signature for £1.25 less than I am paying for the old entertainment package at the moment, but that would only be until the two-year contract runs out, then it would go up to whatever the full price it would be at that moment in time.

Anyway, I'm sidetracking again, so I'll leave it there.

[oj01]

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@Negativepitch42 wrote:

Hmmm...bugger.

If that's the case, I'm stuck between a rock and a hard place.

Do I stick with what I have at £33 no contract, or do I get the signature, and pay more and on a contract?

Which is the reason the bloke on customer service said he could give me Signature for £1.25 less than I am paying for the old entertainment package at the moment, but that would only be until the two-year contract runs out, then it would go up to whatever the full price it would be at that moment in time.

Anyway, I'm sidetracking again, so I'll leave it there.

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According to my bill, the Base (Full) Price of Signature is £36.50. I have it discounted by £12 to £24.50. I do also have Sports which might affect the level of discount I get on Signature.

Based on that you wouldn't be much worse off paying £31.75 for two years, then £36.50. And at the end of two years you would be able to negotiate a new contract rather than paying the Base Price on no contract.

Note - All prices (including your existing Entertainment) will rise each April so figures quoted above won't be exact. 

[Negativepitch42]

Food for thought.

I'll try and get my current problem sorted first and go from there.

[Negativepitch42]

HLisa.Could you send me the invite again, as The only bubble saw was live chat with a Sky advisor? 

Would this be tech help, or a general Sky advisor as in when you ring sky, as I spent ages with one who could not grasp waht I was onabout, she then passed me onto someone else, who did the same.

[nigea99]

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@Negativepitch42 wrote:

HLisa.Could you send me the invite again, as The only bubble saw was live chat with a Sky advisor? 

Would this be tech help, or a general Sky advisor as in when you ring sky, as I spent ages with one who could not grasp waht I was onabout, she then passed me onto someone else, who did the same.

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@Negativepitch42 

Have you lost the chat bubble ?

The Support team that initiate/answer the chat bubbles are well trained advisers with in-depth knowledege that are used to dealing with many technical, general & account queries (although they cannot deal with anything involving taking payments etc)

@Lisa-P1987  tagging in case the chat bubble has been lost

BTW @Negativepitch42  to tag someone just type the @ sign and first few letters and you should se a list  to select from (or type the full username after the at @ sign)