I don’t have SkyQ just a Sky+ box, but I can watch all the Catch up programs for free. I have the basic package and pay £17 per month. I was offered SkyQ, but didn’t fancy it. Any channel you can watch for free, would also be free on catch up, so it doesn’t make sense you are being asked to pay.
When I have a problem with Sky I always phone their customer services, which are very good and always UK based operatives, who are easy to understand. I know this is a problem for you jj, but is there an online chat?
If you moan about the cost when they have sorted your problem out, you can sometimes get your bill reduced too.
PS. If you do phone you get a message threatening a 20 minute wait, but I have never waited more than about 3 minutes (long time customer apparently).