topic Re: Slow to download trolls in Archive

Slow to download trolls

AngelaB85 — Thu, 09 Apr 2020 16:38:04 GMT

I've purchased the troll hd to rent and it's currently taken 25 mins to download 9%. I have no issues with my broadband and plenty of space on the box

Re: Slow to download trolls

mike+simmonds — Thu, 09 Apr 2020 17:00:12 GMT

Hi @AngelaB85

Whilst that does sound like a slow download, just check you haven't downloaded the UHD version by mistake - if you are downloading the UHD version that could easily be a 14/15 GB download ?

If by any chance it is that and you don't have a UHD TV just delete it, then go to manage/ delete and delete forever * edited for clarity

Then start again with HD. You won't have been charged for the first one

having said all of that - if it is the HD one that is taking so long I would either pause and restart - or delete it and restart

Re: Slow to download trolls

AngelaB85 — Thu, 09 Apr 2020 16:47:23 GMT

I've already started watching it as I didn't realise there would be a problem with downloading so would I not be charged again if I delete and then download again?

Re: Slow to download trolls

mike+simmonds — Thu, 09 Apr 2020 16:58:11 GMT

Hi @AngelaB85

If you have started to watch then definitely don't buy a different format

If it is UHD and you have a UHD TV then you will be getting a better picture for the same price

Which do you have ? And do you know which you are downloading

give me a minute - I just want to check on the terms for downloading the same format a second time. I'm sure that's ok but I want to check

Re: Slow to download trolls

AngelaB85 — Thu, 09 Apr 2020 17:01:08 GMT

I deleted and redownloaded and this seems to have resolved the issue, thank you for your help 😃

Re: Slow to download trolls

mike+simmonds — Thu, 09 Apr 2020 17:15:10 GMT

You're welcome @AngelaB85

I've just read the Sky store terms and conditions on this and yes - because you can watch as many times as you like within the 24 or 48 hours (I think Trolls is 48) from which you press play - logically you must be able to download the same format twice.

just in case you don't know - although you have 7 days to start watching, as soon as you pressed play- a different- 48 hour clock started ticking. So you have to finish watching by then

There have been a few posts where people have watched it and then think they can watch it again a few days later - which you can't

apologies if that's something you already know.

Glad the delete / restart worked - enjoy it 🙂

Re: Slow to download trolls

Timmyfoster — Wed, 15 Apr 2020 09:28:58 GMT

Hi, we have downloaded this by mistake in uhd and can not view it how do I delete it and will I be charged? I want to download it in a format we can use but don’t want to be charged twice help!