topic Re: cannot retrieve free vip movies on tv in Archive

cannot retrieve free vip movies on tv

John+G+Rammie — Sat, 27 Jun 2020 19:17:09 GMT

I have accepted 'Once Upon a Time in Hollywood' and 'Jumanji' as free movies as a new VIP customer. Both movies sit in my purchased list but both have a down arrow on them and will not play. I have done a box reset and a 'send to box' from the sky store website but no joy, they will still not play on my tv - they play on my laptop tho

Re: cannot retrieve free vip movies on tv

mike+simmonds — Sat, 27 Jun 2020 20:27:47 GMT

Hi @John+G+Rammie

Is it just theses movies you can't access ? Not a general download problem ?

Do you have an option to archive the movies and start the downloads again

If these are the only things not downloading it may be you have to contact the Skystore team in the morning. Hopefully livechat will be working

https://www.skystore.com/n/hcus/help/contact-us

Re: cannot retrieve free vip movies on tv

John+G+Rammie — Sat, 27 Jun 2020 20:36:03 GMT

Mike, thanks for replying. I do not have a problem with recording and playing back normal sky programmes. I have not however tried to buy, rent or download a film yet from sky store. It is just annoying, the screenshot says 'Purchased, Select to watch' and nothing happens, zilch. Yet I can watch on my laptop. If I try to 'watch trailer' I get "because of a technical issue, yur download cdnt be completed". Just a bit frustrated that I can watch them on my 15" laptop screen but not my TV!!

Re: cannot retrieve free vip movies on tv

John+G+Rammie — Sat, 27 Jun 2020 20:37:55 GMT

Sorry, but how do you archive a movie?

Re: cannot retrieve free vip movies on tv

mike+simmonds — Sat, 27 Jun 2020 21:11:17 GMT

hi @John+G+Rammie

If a purchased movie is either downloaded or part downloaded on to a Sky box, there is usually an option on the right hand side of the screen to archive it. (This takes it off your hard drive to free up space but the title should stay in your purchases list so you can download it again )

If you've never been able to rent or purchase a movie from your box it may simply be that the Skystore team can fix it for you at their end

https://www.skystore.com/n/hcus/help/contact-us

Re: cannot retrieve free vip movies on tv

John+G+Rammie — Sun, 28 Jun 2020 15:19:37 GMT

I think the down arrow I mentioned means it hasnt been downloaded yet so I cannot do the archive bit. Just bought a movie for £4.99 and it is exactly the same - I can watch on my laptop thru skystore but not on sky q box, even tho I have done the 'send to sky box' thing. I have done a soft reset to keep my other recordings but I am loathe to do a hard reset as I have got 5 months of films recorded (from Film 4 etc) that I watch over and over. I have tried live chat today but it constantly says 'waiting for agents...'. I have reset my broadband connection as well, it is wired and not wifi, so still frustrated

Re: cannot retrieve free vip movies on tv

mike+simmonds — Sun, 28 Jun 2020 15:31:33 GMT

Hi @John+G+Rammie

If the only download problem is on movies - I would contact the Skystore team for support

https://www.skystore.com/n/hcus/help/contact-us

It could be something they can fix at their end

live chat has been open recently

Re: cannot retrieve free vip movies on tv

John+G+Rammie — Sun, 28 Jun 2020 16:39:30 GMT

Thanks @mike+simmonds this has been resolved now. Managed to get through and apparently I did have a general download problem, cdnt even download a catch up programme - I had never tried, always found enough to watch! The guy reset my viewing card and hey presto, downloads have now started

Thanks again for your help

Re: cannot retrieve free vip movies on tv

mike+simmonds — Sun, 28 Jun 2020 16:48:13 GMT

Really pleased you got it fixed @John+G+Rammie