topic Re: I have pre ordered sonic 2, it has not downloaded in Sky Store

I have pre ordered sonic 2, it has not downloaded

Holly+Berry — Wed, 15 Jun 2022 04:49:25 GMT

I have pre-ordered sonic 2 but it has not downloaded?

Re: I have pre ordered sonic 2, it has not downloaded

caesarome — Wed, 15 Jun 2022 05:52:49 GMT

This does sometimes happen with a pre order so it might be worth you getting in contact with Sky Store support, they have a live chat that opens at 11am if that helps:

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

Re: I have pre ordered sonic 2, it has not downloaded

mike+simmonds — Wed, 15 Jun 2022 08:07:20 GMT

Morning @Holly+Berry

It might also be worth going to your library on Skystore online

If Sonic 2 is available to you there - just select "send to box" to see if that forces it to download to your box

When you look on line or on the Skystore app - just make sure the Sonic 2 you choose is in your "purchased" section. Don't pay for it again.

Re: I have pre ordered sonic 2, it has not downloaded

The+Rebel+MC — Wed, 15 Jun 2022 10:24:55 GMT

We also preordered this, the digital HD Bonus version, and thought the release was today. This morning it seemed to say it was now releasing tomorrow, is this correct? It also had the Puchase button available, yet we have purchased it for preorder and have the email saying so.

Re: I have pre ordered sonic 2, it has not downloaded

mike+simmonds — Wed, 15 Jun 2022 10:45:15 GMT

Hi @The+Rebel+MC

As @caesarome mentions above - we have seen a few of these this year where on the advertised release date - the download hasn't been immediately available.

You could either try the live chat for clarification or hang on 24 hours to see if it's resolved

I'm not at home to check my Sky box to see if this is the case with Sonic 2 - but often there are both Bonus editions and standard editions - so do make sure the one you have pre ordered is the same as the one you are trying to download.

Re: I have pre ordered sonic 2, it has not downloaded

The+Rebel+MC — Wed, 15 Jun 2022 10:50:32 GMT

Will do @mike+simmonds . It was my wife who rang me this morning to say it hadn't downloaded and was just saying Puchase, I'd already left for work so can't check it until later. I checked the email and release date and they definitely say 15.6.22. I've tried clicking on the live chat link but it just goes to a blue page saying Something Went Wrong. I think I'll just have to wait until later or tomorrow, bit of a pain as my boy was waiting to watch it today (even though he's already seen it at the cinema!).

Re: I have pre ordered sonic 2, it has not downloaded

mike+simmonds — Wed, 15 Jun 2022 12:00:06 GMT

Hi @The+Rebel+MC

@The+Rebel+MC wrote:
my boy was waiting to watch it today (even though he's already seen it at the cinema!).

You can never watch a cinema all time classic too many times

If it helps you to know - the livechat link opens fine for me - maybe try it on a different browser if you have one.

Re: I have pre ordered sonic 2, it has not downloaded

Holly+Berry — Wed, 15 Jun 2022 13:03:55 GMT

If it helps I have just spoken to sky, you need to go in and purchase again, said they would only charge once....

Re: I have pre ordered sonic 2, it has not downloaded

The+Rebel+MC — Wed, 15 Jun 2022 14:00:02 GMT

I just did a live chat and mentioned about just purchasing again and they said not to do that and we would be charged again. The message I got for the delay is below:

"I can see that your order has gone through but I am afraid we have had a large pre-order for this title and there is some delay in it showing on the Sky box, it will show on your box later."

Re: I have pre ordered sonic 2, it has not downloaded

Holly+Berry — Wed, 15 Jun 2022 17:18:27 GMT

I asked the same question but told I will not be charged twice, they are going to double check next week for me!

Re: I have pre ordered sonic 2, it has not downloaded

mike+simmonds — Wed, 15 Jun 2022 17:35:06 GMT

On a separate thread @Holly+Berry a customer reports being charged twice (similar circumstances to you) so I would suggest keeping a close eye on this.

Re: I have pre ordered sonic 2, it has not downloaded

Phil78 — Wed, 15 Jun 2022 18:09:19 GMT

The pre-ordered in the bonus edition, for some reason the come out a few days afterwards. It's very annoying, the one on there is the standard edition. It's a joke really. Got two very disappointed kids because of it. It's normally the other way around, you get the standard version, then two days afterwards they do a bonus edition.

Re: I have pre ordered sonic 2, it has not downloaded

The+Rebel+MC — Wed, 15 Jun 2022 20:44:48 GMT

I've noticed that the one on Sky Store via the box doesn't say it's the bonus edition, yet the one we preordered was. It seems like via the box you cant even search for or see the Bonus Edition of Sonic 2. However, if I Google Sonic 2 Bonus Edition Sky Store on my phone then it does take me to Sky's website where the Bonus Edition version is there to buy.

I've no idea what's going on, we have an email from 9th June saying we preordered Sonic 2 Bonus Edition and that it releases on 15th June, but nothing. Hopefully it downloads tomorrow.

Re: I have pre ordered sonic 2, it has not downloaded

Katiew86 — Thu, 16 Jun 2022 06:04:01 GMT

We have the sky TV and it hasn't downloaded we can't even select purchase as it already is but won't play anything we get a message and code 1100 and Def shows releases as yesterday - 15th june but nothing we get the info about how to cancel but we can't so can't do anything, we are calling later to see what they say today I gave all yesterday chance to download as it were supposed to be a treat for the kids so far they can see it there but do nothing

Re: I have pre ordered sonic 2, it has not downloaded

mike+simmonds — Thu, 16 Jun 2022 08:35:42 GMT

Will the system allow you to view your purchases online on Skystore (app or browser) ? Then if your Sonic 2 purchase shows - select "send to box" to see if that helps @Katiew86

Re: I have pre ordered sonic 2, it has not downloaded

Phil78 — Thu, 16 Jun 2022 08:42:51 GMT

That's what I tried yesterday. Doesn't give you the option. Just tells you it is released on the 15th. Says you can only cancel the pre-order 24 hours before the 15th too.

Re: I have pre ordered sonic 2, it has not downloaded

mike+simmonds — Thu, 16 Jun 2022 09:12:18 GMT

@Phil78 wrote:
That's what I tried yesterday. Doesn't give you the option. Just tells you it is released on the 15th. Says you can only cancel the pre-order 24 hours before the 15th too.

Was your pre order the bonus edition @Phil78 ?

Seems to be the common factor in most of the problems I've read about

Do post back if you get a response on livechat

(open at 11am but you would expect it to be busy today)

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

Re: I have pre ordered sonic 2, it has not downloaded

Phil78 — Thu, 16 Jun 2022 09:13:25 GMT

Seems to be working now