Charged wrongly

[WarrenKD89]

Hi, So I tried to book a film on sky which cost £15.99, once downloaded it was a black screen with Audio only. So I deleted it and tried again. I spoke with an advisor who assured me I wouldn't be charged as I had no viewed the films past so many minutes. Now both charges are on my next bill for £31.98. How can this be fixed? 

[caesarome]

I think you might have been advised wrong:

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@WarrenKD89 wrote:

I wouldn't be charged as I had no viewed the films past so many minutes.

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The fact you started to view it mean you will be charged as what must have happened when both of them that you downloaded so all you can do is to get in touch with Sky Store support again. If it hekps they have a live chat that is available from 11am-7.30pm Monday to Saturday and can be found here:

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

As to the blank screen can you confirm that if this was rented on a Sky+ box that you are viewing it on the box that is connected to your TV via a HDMI cable or did you rent it on a Sky Q box instead ?

[mike+simmonds]

Hi @WarrenKD89 

@caesarome will be correct in suspecting you have been wrongly advised 

Just so you have some background to how these things work - if you rent a movie from a Sky box and play even a second - and the movie is running (even if for some reason you can't see or hear it) the Sky system will charge you 

you won't be charged twice for the same movie within 48 hours from first pressing play - but after 48 hours - it will treat it as a new rental (rentals are available for 48 hours after first pressing play) 

The premiere rentals have extra copy protection which users report tend only to play correctly when used on a Sky box connected directly to a TV through HDMI

[WarrenKD89]

Hi thanks for the reply. The film shows on my bill as being downloaded twice on same date less than 30 mins apart. Hence why they've charged me twice. Think I'll ring and speak with them tomaro. 

[WarrenKD89]

Hi, yes it's a Sky+HD box, connected to my fibre WiFi. The box and all other viewing work perfect just not this movie.

[mike+simmonds]

Hi @WarrenKD89 

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@WarrenKD89 wrote:

Hi thanks for the reply. The film shows on my bill as being downloaded twice on same date less than 30 mins apart. Hence why they've charged me twice. Think I'll ring and speak with them tomaro. 

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Thanks. The only way I can see that happening is if you have downloaded two different versions - say HD and SD or a special edition ?

If when you livechat - you find  it actually is a double charge for identical rentals - would you mind mentioning it on here - as I've never heard of it before. Thanks and good luck for the morning. Hope they are reasonable and helpful 

[mike+simmonds]

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@WarrenKD89 wrote:

Hi, yes it's a Sky+HD box, connected to my fibre WiFi. The box and all other viewing work perfect just not this movie.

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How is your TV connected to your sky box ? @WarrenKD89 

Although your other movies are ok - this "no picture" phenomenon is something we hear of on the forum and so far as I know occurs with the Premiere rentals (not regular rentals )  due to the extra copy protection

@caesarome is the real expert and may know more about it than me. 

[WarrenKD89]

Sorry, it's connected to the tv via a scart lead also have a HDMI cable. 

[mike+simmonds]

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@WarrenKD89 wrote:

Sorry, it's connected to the tv via a scart lead also have a HDMI cable. 

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Thanks for clarifying @WarrenKD89 

from things I've read on the forum over the last 2/3 years -the SCART cable can't decode the extra encryption on a premiere rental. 

[caesarome]

I agree with @mike+simmonds in that the scart cable is probably causing the issue here and in any case as you are using a HDMI l;ead you do not need it in place as the HDMI cable will work on it's own without it.