Problems on-demand downloads from U& channels

[Ken+Tun]

I am unable to download any programmes on demand from U& channels. Whether already broadcast or listed in advance. I get a message saying my subscription doesn't cover this. I don't have an HD sub but I should be able to use the non-HD option. I have a friend who has an identical subscription and has no problems.

Two examples:

Signora Volpe. I recorded Eps 2 and 3 of the recent series live as broadcast but missed Ep1. Although it's still in the non-HD listings I can't  access it. at all.

Chelsea Detective. My friend has downloaded all 6 episodes of the new series (non-HD) but I am having to record them live, one episode at a time as they become available over three weeks. 

[Mark39]

Check that your download format is not set to the default HD.

[Ken+Tun]

Please confirm how I check that, but I download non-HD from other channels - e.g. Sky Atlantic  without problems. It's only U& channels that are affected. 

[Mark39]

Sorry, it's years since I had Sky+ and I can't remember where to find the menu option. Perhaps another Community member will know.

[TimmyBGood]

@Ken+Tun 

https://www.sky.com/help/articles/download-format-plus 

[Ken+Tun]

Thanks. I have now checked and confirm that it was already set to Download in SD only. So my problem remains.  I would mention again that it only seems to affect U&.

[oj01 · Accepted solution]

@Ken+Tun Are you by any chance on the older, legacy, Entertainment Package rather than the current Signature Package.?

Entertainment didn't include Box Sets, which the series you mention might be classed as.

[Ken+Tun]

Thank you. I've been trying to find out the name of the package I'm subscribed to by logging in and looking for my account details. There's no name given to it. My latest contract taken out in 2018 doesn't mention anything other than 'Subscription to Sky TV'. If you know where I can find full details of what I'm subscribed to, please let me know. 

I think your explanation seems the most likely. I can access Box Sets from my handset and download programmes from there if they are on a Sky channel, but not from any of the U& channels. If an upgrade is required I don't think I shall bother because I don't use U& much, only occasionally for  drama, so I shall record things when I remember, or catch-up on streaming. Thanks.

[Mark39]

Your package should be shown in your bill. Try there if you haven't already. 

[Ken+Tun]

Thanks. Yes, it's confirmed as Sky Entertainment rather than Signature, so that's my query answered.

Thanks to all.

[oj01]

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@Ken+Tun wrote:

Thanks. Yes, it's confirmed as Sky Entertainment rather than Signature, so that's my query answered.

Thanks to all.

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As you're on an old legacy package, you're probably paying over the odds for it. It's quite likely that changing to Sky Signature, albeit by agreeing to a new 24 month contract, would be cheaper than what you currently pay and would include Box Sets (from memory Entertainment included Kids Package white Signature doesn't).

This can be done while continuing to use your Sky+HD Box.

[Ken+Tun]

Many thanks. I have switched and saved £5 a month! I checked the problems which are now all solved and there are new things to explore. Cheers.