Deadpool & Wolverine - Preorder issue

[TomH19891]

I have preordered the new deadpool movie and it's says it should be in my library today and yet it is still not allowing me to view the film. When will this be available?

Moderator note: added movie title to the discussion title

[Tom1998]

Ive purchased deadpool & wolverine on my sky store the release date is saying today 1/10/24 however I cannot seem to watch it as there is no option it's just saying purchased. 

Please could you help me this issue.

Many Thanks.

[mike+simmonds]

Hi @Tom1998 

Did you do a pre order ? Although I've not heard of it yet with Wolverine and Deadpool, there have been several recent reports of pre orders not activating correctly 

the solution to those was - contact the Skystore team (livechat should be open now )

tell them your problem and with the other movies, the response was for the Skystore team to cancel/refund the preorder and then you buy as normal from the website or your Sky box. 

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

if this works, would you mind posting back to let others know. If they suggest a different solution it would be useful to know. 

[caesarome]

@Tom1998 

I would get in touch with Sky Store support regarding this as they will probably cancel the pre-orders thus allowing them to be ordered again, they have a live chat you can use that is available from 11am-7.30pm Monday to Saturday and can be found here:

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

[caesarome]

@TomH19891 

This does seem to be happening with some pre-orders and you are the second person to post on here today about this title so I would get in touch with Sky Store support regarding this as they will probably cancel the pre-order which should then allow it to be ordered again, they have a live chat you can use that is available from 11am-7.30pm Monday to Saturday and can be found here:

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

[TomH19891]

Many thanks for the advice, the live chat line is saying it is unavailable is this normal? 
thanks again 

[caesarome]

Just keep the page open then when an agent is available you should be able to use it.

[Ella01092015]

Pre ordered deadpool and wolverine bonus edition from sky store, but I can't download it, no download symbol

[caesarome]

Afternoon @Ella01092015 

I have moved your post to the topic at hand so please follow the advice given by myself and @mike+simmonds about contacting Sky Store support about this.

[Marc40]

I'm unable to download or steam Deadpool and Wolverine, looking on my account it still says it's preordered but releases today. When will it be available or are you refunding what it cost so I can get it somewhere else?

[DPJoe]

Hi,

I'm in the same boat. The Live chat function has not been working all day. (Tried first this morning, and been refreshing again for the last 10 minutes or so).  Is there a phone number to call?

[Tom1998]

• @DPJoe  called sky and  they just said its can take couple of hours for the film to come on to sky. I bought the bonus edition to an it's not showing anything to do with downloading it if you get it figured out can you please let me know how you did it so I can do the Same.

[Chloe-W22]

Hello all,

I've asked my colleagues in the Sky Store team and waiting to hear back with an update 🙂

[DPJoe]

Just off phone with sky. 
Lady on phone kept saying that it was 'in processing' and it wasn't available yet and to wait till tomorrow.

I explained (several times) that if I just went to buy it today, I could download the film and watch it immediately.  She eventually made a note on my account that i was going to buy a 2nd copy, but that if I was charged twice, to call back after recieving the monthly bill and they would waive one of the purchases. 

Not ideal solution (but the lady didn't seem to have the information or ability to check much further).

[Anonymous]

I've had the same problem, even rebooted my box but it made no difference. Phoned Sky and, whilst she was a lovely lady, all she could suggest was wait until tomorrow. She couldn't even apply a credit to my account because the purchase was showing as "in progress". Its very frustrating because even though it seems that lots of us are having the same problem, Sky has communicated it internally or sought to fix it. Given Skys incompetence, I'm reluctant to pay for the movie again today and then get charged twice!