Sky Stream not playing content in UHD

[Coathupe]

I've just got sky stream essential with cinema and uhd with Dolby atmos. Non of the sky content is showing UHD next to the parental guidance rating, it just shows and plays in HD and it definitely isn't playing in UHD and Dolby atmos because it works on Netflix and Disney plus through the sky stream puck. My LG tv automatically comes up with a HDR Symbol when It plays in HDR and the same with my LG sound bar, it comes up with Dolby atmos. I've contacted Sky twice and they put me through to their 'technical experts' where he said its definitely working it just doesn't display the UHD symbol apparently (which I know it definitely should)  has anyone had this problem before and what have you done to resolve it? Picture is set at 2160p 

[GD1]

@Coathupe  If the content is playing in  HD onlyand it won't play in UHD (assuming it's a UHD film), you'll need to select UHD settings on the puck menu for any UHD content to play.

Go to settings - Picture and Sound - Default streaming format set to UHD

[Exiled-in-HH]

Up scaling should be left to the TV if it is good quality TV🤔

Is any content listed as UHD for Sky on-demand?

[Coathupe]

I've tried that, still isnt working, I can tell the sky background/guide is in UHD once I change the settings from 1080 to 2160, but there's still a massive difference between picture quality and sound quality if I played something on Netflix or any other app through the stream puck

[Coathupe]

Nope, Nothing at all shows UHD next to it, I went into the UHD section in movies and they all just say HD. 

[Markb10]

Have you checked your account that SKY have activated the UHD /Atmos in the app under your home set up ?

[Coathupe]

Yeah and it says I'm already subscribed if I click on the upgrade to uhd & atmos bit, it's also shows it on my sky services, I even contacted sky got them to cancel it and resubscribe to it to try that but it's still the same 🤷

[Nigelb1972]

@Coathupe does your TV support HLG as this is the HDR format that Sky use for their content.

Netflix, AppleTV & Disney+ use HDR10 and Dolby Vision and Prime uses HDR10 & HDR10+... 

BBC iPlayer also uses HLG. 

[Coathupe]

I'll have a look into that! Thanks 

[Nigelb1972]

@Coathupe if that is the issue, you've either got the perfect excuse to go TV shopping or I believe that you can change the settings so the puck just outputs UHD and no HDR.  You should still get HDR on Netflix etc though.

[Coathupe]

@Nigelb1972  My TV is an LG 65UR91006LA, just checked the specs and it supports both HDR10/HLG! Any other ideas? just attached a photo of what I mean, you can see it just says HD, it's like it's not activated on my account properly or something 

 

 

[TimmyBGood · Accepted solution]

@Coathupe 

Check the 'HDMI Ultra HD deep color' setting is toggled to 'on' for the HDMI port which the Stream puck is connected to: that's an oddity of LG television sets.

https://www.lg.com/ca_en/support/product-support/troubleshoot/help-library/cs-CT20098005-14371311820... 

[Markb10]

Under picture streaming format is it set to Auto or UHD or HD

[Markb10]

Under picture streaming format is it set to Auto or UHD or HD

[Coathupe]

@Markb10  Set to UHD currently