UHD sports but nothing else in in UHD

[Jonnyb]

I set up my new Stream puck today, but despite having a UHD subscription (and stream format settings are correct) I can only get Sky Sports Darts and Main event in UHD. Day of the Jackal, for example, is in HD only. Is there something else I've not set up correctly?

[TimmyBGood]

@Jonnyb 

Non-Sport broadcast content in the EPG isn't in UHD.

Where there's a UHD version it will be on-demand, and typically selected by scrolling to 'All formats'

[Jonnyb]

Thanks. Where do I go to find the 'All formats' option? For example, on Day of the Jackal I'm on the screen for that show and it's only showing HD. Is there somewhere I need to go on that screen to find the UHD version?

[Hunter2660]

Apparently you have to select the HD version, then drop 'down' where there is an 'All Formats' option and select the UHD option. I haven't the UHD pack so can't confirm this.

[Jonnyb]

Thanks. I read this tip too, but I can't find any option to switch to the UHD version once I've chosen HD. 

[ThePotterFan]

Hi

Have you changed the UHD in picture settings? I hope this helps 👍 

Select settings, select picture and sound, highlight picture format and choose desired resolution in this case UHD 

[Jonnyb]

Hi there. Yes, I've done all of that and also had a guy on the phone make sure I've set it all up correctly. Still nothing!

[ThePotterFan]

Oh I'm sorry it sounds like you have done everything I can think of, the only thing it leaves is settings on the TV is your TV UHD 4K capable, have you turned on the TV I think it's called 4K Deep Colour on some models? 

[ThePotterFan]

Also stranger things have happened change HDMi cable, and also try a different HDMI port on the TV 

[Jonnyb]

Thanks for the reply. I'll probably end up trying those things but I can't see them making a difference. My TV (a 77 inch LG OLED C model from 2022) is showing the UHD Sky Sports channels in HLG UHD HDR so my UHD sub is clearly active - it's just the on-demand stuff that won't show me the UHD version. 

[ThePotterFan]

In that case I think you have done everything right I also have LG OLED and UHD works fine and especially because you mention the UHD sports channel working fine makes me think they should make sure everything on the account is activated correctly or replace your stream puck 👍 but definitely just try it in another HDMI port has that might just make it work. 

[Jonnyb]

I've just spent a ridiculous amount of time on the phone to sky. No one seems to know the products they're offering, how they relate, or how the UHD upgrade applies.. It's maddening!

Trying to explain the same problem five times to 5 different people who all have different levels of understanding, is quite the exercise in temper management skills.

One of the people told me that because I have only got Sky essentials plus sky sports, the UHD upgrade only applies to sky sports. It will not apply to any content in the sky Essentials package, including on-demand shows from sky Atlantic (which is now part of the essentials package).

What Sky seems to have done is to take the most basic TV package and added sky Atlantic as an incentive. However, sky Atlantic used to be part of the old sky entertainment package. In the small print on the sky website it still mentions the Entertainment package in relation to the UHD upgrade, but no one seems to have thought to link the UHD upgrade to sky Atlantic now that it has been moved from sky entertainment to sky Essentials. This means that my UHD upgrade only applies to my sky sports and not to the sky Atlantic bit of my TV essentials package… Maybe…? None of it is clear and none of the sky staff seem to know either.

On the Sky website you can still just choose the £15 a month essential package and add a UHD upgrade; an upgrade that apparently does nothing!

Sky staff are telling me that none of the Sky Atlantic content is available UHD, despite the fact that I told them that someone had instructed me on how to navigate to the UHD section from my homepage and find the shows that were categorised as UHD! This included sky Atlantic shows such as Game of Thrones and house of the Dragon! 

When I suggested that they might give me a temporary upgrade to the ultimate package to see if that made a difference, they said they thought it probably wouldn't make a difference! But this doesn't make any sense because what they be saying is that there's no UHD available to anyone at all and that the information on their own puck's home screen is out of date. What?!

Can someone with a sky streaming puck and a UHD upgrade tell me if they get the UHD symbol (and indeed a UHD picture) if they try and watch Dune Prophecy or Day of the jackal or any other Sky Atlantic show. if you can, what package are you on? Please help I am going mad.

[Jonnyb]

Oh, and please could you take a pic of the UHD symbol on the show's splash page and post it here?

Please and thank you. 

[Exiled-in-HH]

Perhaps the only missing part of the T&Cs is that Sky Atlantic is only HD for Sky Essential customers🤔

[Jonnyb]

Perhaps, but that still doesn't explain the (utterly nonsensical) assertion from Sky that upgrading to Ultimate won't make any difference. They simply don't seem to know what they're talking about.