topic Re: Can’t watched purchased films on skystore in Sky Store

Can’t watched purchased films on skystore

Timmy11 — Sat, 03 Jan 2026 17:27:39 GMT

I am trying to watch a film on skystore on the app but says that I have reached my device limit but keep using the same device that is saved

Re: Can’t watched purchased films on skystore

mike+simmonds — Sat, 03 Jan 2026 17:47:14 GMT

Hi @Timmy11

If you are viewing on a PC, any changes to it internally? Odd one

If you have time before 7.30pm, try a livechat with the Skystore support team. Try to get past the AI and reach a person to see if they can assist

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

Re: Can’t watched purchased films on skystore

Timmy11 — Sat, 03 Jan 2026 18:03:02 GMT

I can't get on the live chat keeps coming with this message

Re: Can’t watched purchased films on skystore

Kaislee — Tue, 06 Jan 2026 13:21:20 GMT

I've got the same issue, with an account that wasn't even an hour old.

AI chatbot is woefully inadequate, goes around in a circle & doesn't even remotely help.

Apparently this is a known issue, yet there doesn't appear to be a solution.

Re: Can’t watched purchased films on skystore

caesarome — Tue, 06 Jan 2026 13:42:52 GMT

@Kaislee

Have you tried the live chat here as it is showing as being available for me:

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

Re: Can’t watched purchased films on skystore

Kaislee — Tue, 06 Jan 2026 14:25:47 GMT

Yes, I've tried it, no success.

Rang through to CS, reset apps, reset device, attempted to hard reset the device (midway through the process they hung up), rang again, now can't link my account with the sky glass. 5 hard reset attempts later & im left with a sky glass I can't use.

attempting to escalate and talk to a manager triggers waiting 24hrs for a call back.

Re: Can’t watched purchased films on skystore

Kaislee — Tue, 06 Jan 2026 18:25:10 GMT

I've managed to speak with Sky Store Tech Dept. They've been noticing a rise in this issue over the past 6+months.

it doesn't help matters that RoI CS doesn't have access to Sky Store accounts & vice versa. Resulting in a back & forth of of each saying that the problem isn't on their end, it's on the other dept.

Were you seeing an error code 1100? If so, it's a hardware issue, there is a latency issue with the Sky Glass. It's currently being investigated.

Basically the connection between SG & the router isn't fast enough (nothing to do with your Fibre/Broadband speed), & times out causing the Error 1100, then because it repeats this process the back end systems perceive each attempted connection as a new device.

You'll need to contact Sky Broadband tech support, explain the situation, they should be able to do a reset of registered devices & then talk you through how to improve the latency between your router & SG/Store App.

Hardwiring the SG to the Router via Ethernet is best.