Sky go telling me to upgrade to be able to watch catchup

[MB4]

Hi there,

I have the appropriate packages, however whenever I try and download/watch anything on catch-up, I get a message saying that I need to upgrade. 

I've tried multiple different channels/programmes, changed the download format to SD from HD/UHD and this hasn't worked either.

Please help.

[caesarome]

Are you new to Sky or have you returned after being away for 12 months or more ?

[MB4]

We've had it for over 12 months now, not new, not returning. 

[caesarome]

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to MB4.