topic Re: Very poor customer service in Sky Store

Very poor customer service

Julian+R+Moore — Sun, 28 Nov 2021 19:23:25 GMT

I just downloaded a time to die and got sound but no picture. Phoned Sky and they simply tried to sell me a new box/package for an extra £28.00 per month quoting Netflix and other features etc. after querying this the adviser took me through the procedure to try and fix the fault. It didn't work and the adviser repeated that I should upgrade to a new package. But I'm wary of selling more on the back of me having a problem viewing. He wasn't really listening to my problem, just concerned with selling me more. This is after being with Sky for over 20 years! I've probably paid them around £20k over that period. Hmm, sharp practice seems endimic. I'm a bit behind the curve with the latest tech/ tv channels but the 'hard sell' is not what was needed whilst my wife is asking where her movie is. Very poor service.

Re: Very poor customer service

caesarome — Sun, 28 Nov 2021 19:26:26 GMT

Try deleting the film and make sure it is deleted again from your deleted folder then download the film again. As long as you start to watch the film for the second time within 48 hours of you first pressing play then you will only be charged the once.

If the same happens then don't contact Sky support but instead try contacting Sky Store support which includes a live chat option which starts at 11am each day:

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

Re: Very poor customer service

mike+simmonds — Sun, 28 Nov 2021 19:39:35 GMT

The "sound no picture" problem is known to occur with Premiere rentals if you are not viewing on a box connected to your TV with HDMI or you are viewing through a "magic eye"

It's to do with increased copy protection on premiere rentals

Is that your situation @Julian+R+Moore?

Re: Very poor customer service

Julian+R+Moore — Sun, 28 Nov 2021 21:22:00 GMT

I have an old set up. So the answer about HDMI resonates as the issue. My connection is scart and the TV is Bang&Olufsen but a CRT as opposed to flat screen.

Re: Very poor customer service

Julian+R+Moore — Sun, 28 Nov 2021 21:22:50 GMT

I tried deleting etc. to no avail.

Re: Very poor customer service

mike+simmonds — Sun, 28 Nov 2021 22:04:25 GMT

I fear @Julian+R+Moore you need to ask for a refund for this premiere rental

this has come up a few times on the forum - the production companies have insisted Sky employ extra levels of copy protection on these rentals and I'm pretty certain they don't work through Scart

hete is a link - they should be open to chat at 11am

https://www.skystore.com/n/hlch/help/contact-us/live-chat

hope that helps and at least you know it's not you 🙂