Replaced Multiscreen box prompting for upgrade

[nigea99]

Place holder to enable a move of a message from another group

[OperaJohn]

Hi, I have sky+ with two extra multiscreen boxes. I recently had to swap one of the extra boxes as the first was failing. My daughter, who uses that box, has had difficulty watching downloaded HD programs. The message says she has to upgrade the package but, weirdly, she can watch that channel live. 

Any ideas please?

Many thanks.

[mikealanr]

Hi @OperaJohn 

You have posted in the Sky Glass / Stream board. You would be better posting in here: 

https://helpforum.sky.com/t5/Sky/bd-p/sky-boxes

MikeAlanR

[nigea99]

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@mikealanr wrote:

Hi @OperaJohn 

You have posted in the Sky Glass / Stream board. You would be better posting in here: 

https://helpforum.sky.com/t5/Sky/bd-p/sky-boxes

MikeAlanR

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Thanks @mikealanr  - I have moved to the SKY + group

[OperaJohn]

Thanks @nigea99.

[nigea99]

hi @OperaJohn 

What channel are the programmes from - I am not up to speed with SKY HD  multiscreen boxes so not too sure on how that differs from SKY Q.

I could be wrong but I think a couple  of the core  FTA channels (Channel 4 for example) can be watched in HD but need an HD add on to be able to watch HD downloads - but as I say I am not too sure on this & how the subs work for SKY HD 

[OperaJohn]

It's on "W" @nigea99. What I'm not sure of is how I check whether or not I have the HD add-on on the Multi-room boxes. I certainly have it on the main box and thought you had the same package on the others.

[nigea99]

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@OperaJohn wrote:

It's on "W" @nigea99. What I'm not sure of is how I check whether or not I have the HD add-on on the Multi-room boxes. I certainly have it on the main box and thought you had the same package on the others.

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If I remember correctly W in SD is FTA but the HD version even to watch need the HD sub so my theory may be incorrect - but I need to check this one out as well

EDIT : Yes W  HD remains part of the pay channels and not FTA so needs the HD add on to watch in HD

W in SD became FTA earlier last year  

[Annie+UK]

When swapping boxes did you swap out the viewing card an pair it in its new box?

[OperaJohn]

I paired my daughter's old card to the new box @Annie+UK

I'll try downloading on the main box quickly.

[OperaJohn]

OK. I've just downloaded MasterChef Australia (not bakeoff; I got it wrong), on the other multi-room box and it worked perfectly. What I have noticed is that my daughter's box has the old menu - Search Bar at about 2/3s of the way up and 8 boxes (Guide, PLanner, Catch-Up, Boxsets etc.), - instead of the new. 

Is that a question of updating the software?