Message to upgrade but we already subscribe

[Gh9999]

We subscribe to Sky and are suddenly getting a message to upgrade the account in order to access channels. But we have the subscriptions and it's been working  fine for year and we've been viewing and recording until this past week. 

Any help would be appreciated.  

[oldfella]

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@Gh9999 wrote:

We subscribe to Sky and are suddenly getting a message to upgrade the account in order to access channels. But we have the subscriptions and it's been working  fine for year and we've been viewing and recording until this past week. 

Any help would be appreciated.  

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Hi @Gh9999 

First check that you are not inadvertently 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.

[Gh9999]

Thanks for your reply. 

We have downloaded in HD before and it has worked fine.  We haven't altered anything/any settings, so don't understand what has changed.  Subscription  is being taken as normal.  

[oldfella]

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@Gh9999 wrote:

Thanks for your reply. 

We have downloaded in HD before and it has worked fine.  We haven't altered anything/any settings, so don't understand what has changed.  Subscription  is being taken as normal.  

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Hi @Gh9999 

Are you saying you have the monthly HD Add on?

You can check your package in your Q box in the Home Menu.

My Sky right down at the bottom of the Menu.

[Gh9999]

The box we have is called Sky+HD.  

[oldfella]

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@Gh9999 wrote:

The box we have is called Sky+HD.  

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Then you are in the wrong forum @Gh9999 

This is Sky Q and not Sky+HD.

I will move this thread to the correct forum.

[Mark39]

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@Gh9999 wrote:

The box we have is called Sky+HD.  

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Can you confirm that your last bill includes a subscription for the HD add-on?

[Gh9999]

Looking at the bill on the screen, it includes,,, 

Sky sports HD

Sky sports complete package

Sky cinema

Sky HD

TNT sports

TNT sports HD

Sky Signature. 

We have recorded and watched movies that we now cannot access.  Also, we sometimes record Formula 1, but now cannot do so.

[Mark39]

@Gh9999 it looks like your Viewing Card may have lost the HD privilege. You'll need to report it to Sky so that it can be reinstated. If you wish we can ask Sky's messaging team to contact you here via a private, online chat so that you can do that.

[Gh9999]

Thank you @Mark39 . 

If there's a way to get Sky to message me here that would be  fantastic.   

[Mark39 · Accepted solution]

Ok, I've alerted Sky and a Community adviser may be able to help you via private, online messaging later today. Look out for a blue/red chat 'bubble' towards the bottom of the page. Replies from Sky may not be instant, so check back from time to time for updates.

If you need the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Mr+Flibbles+86]

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

[Gh9999]

After speaking to Sky, it turns out that we have to upgrade to Sky Q because Sky+HD is no longer supported.  Sky sending new box and engineer coming to do what they do.  Hopefully this will be possible because we were told 12 months ago that Sky Q is not possible at our building.  

I'm giving this detail in case others have the same issue.  

[caesarome]

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@Gh9999 wrote:

After speaking to Sky, it turns out that we have to upgrade to Sky Q because Sky+HD is no longer supported.

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No, that isn't correct as you did not need to upgrade to access HD content as the box you have is more than capable of receiving these channels.

[Gh9999]

Sky yesterday told us they have discontinued support and we had to upgrade.  Free for first 18 months.  Free engineer to do whatever to the existing dish.  

When we moved in 12 months ago, engineer came on site and told us we didn't have the hardware to get Sky Q.  Yesterday, Sky on the phone told us things had changed and now we could!  Thus sending engineer.  

We are not so sure that he will succeed, but at that point we will cancel our subscription since we are paying and not receiving channels.  

However ... if you have a suggestion regarding how we can get our Sky channels back without upgrading, we would be happy to try.   We had them 10 days ago, now we don't  🙂