Got a free Film on Sky VIP and its not showing under purchases on my sky box

[Brinky1960]

So i get a message to say i can have a free film as a sky vip member. I purchase one and it says it will be sent to my sky box.

A week later not received so send a e'mail where they say they will get back to me. Still not heard so try to contact through virtual assistant on line. Outcome I might as well give up  ! isn't there a number I can actually contact.

Yesterday it shows on my on-line account so I request can it be sent to my sky box, still not showing even after re booting.

Beginning to think I will give up wanting to watch on my box. 

[oldfella]

---

@Brinky1960 wrote:

So i get a message to say i can have a free film as a sky vip member. I purchase one and it says it will be sent to my sky box.

A week later not received so send a e'mail where they say they will get back to me. Still not heard so try to contact through virtual assistant on line. Outcome I might as well give up  ! isn't there a number I can actually contact.

Yesterday it shows on my on-line account so I request can it be sent to my sky box, still not showing even after re booting.

Beginning to think I will give up wanting to watch on my box. 

---

Hi @Brinky1960 

Have you looked inRecordings - Purchases in your Q box?

[Brinky1960]

Yes i have, thank you for the quick response.

[Brinky1960]

I just checked again it shows under My Library on line but not under purchases on my box.

[mike+simmonds]

Hi @Brinky1960 

If you voice search or magnifying glass search exactly the same movie on your Sky Q box (so - same format - special edition or not etc) 

is it there for you to choose from without asking you to pay for it ? 

[Brinky1960]

thank you for responding. The film is available  when i do a voice search in sky store but only if I pay for it.

[mike+simmonds]

That is very odd @Brinky1960 

Is it just this one film ? Do you have others on both your online library and on your Sky box (I'm just thinking to make sure you have the same account associated with both ) 

if you don't mind me asking - what movie is it and what definition did you buy it on (SD / HD) and which version ? Special edition or standard 

there could just be a glitch but usually if you search exactly the same movie on your Sky box it shows with no charge

you may just have to try the livechat at 11am tomorrow if you are free. This is the Skystore contact page. You might get them on the phone today ? 

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

[Brinky1960]

Thanks  Mike

Yes it just this one film , all the others i have show on my on line library and my sky Q Box. 

The movie is Organ Trail and i purchased as a free gift as a Sky VIP member on HD.

I will try the live chat tomorrow but I have already contacted them twice now via e'mail.  

[mike+simmonds]

Thanks @Brinky1960 

I'll keep my eyes open for if anyone else has problems with that particular movie - but I've not heard of a problem with it 

and definitely a purchase / buy and keep ? Not a free rental ? 

[Brinky1960]

thanks Mike..

i have checked and the wording on the free gift  and it said : your unique code will let you claim any HD digital Buy and Keep MOVIE.

[mike+simmonds]

Thanks @Brinky1960 

Well if it helps you to know for your discussion with Skystore - you are 100% correct that in the circumstances you describe you should be able to send that movie to your Sky box.

As @oldfella mentioned earlier- you should then be able to see it under Recordings / purchases in your Sky Q menu 

Let us know what they say

[oldfella]

---

@Brinky1960 wrote:

I just checked again it shows under My Library on line but not under purchases on my box.

---

Have you tried rebooting your Qbox @Brinky1960 

To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

See if it then appears in Purchased

[Brinky1960]

Yes i tried rebooting my box but still no luck.

[caesarome]

In that case @Brinky1960 I would use the live chat from 11am to speak to Sky Store support about this:

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

[Brinky1960]

 Finally resolved after a 25min chat on sky support, thanks to all those that offered advice.

Here is a brief summary of some details which resulted in me having to purchase the film again via my box and then sky reimbursing my account.

Main issues:

• Sky informed me: Thanks for confirming that, it looks like there is an unresolvable issue on your online account, going forward please do not sign in to skystore.com using  xxx, and instead use a third party email like google as the issue you are facing will repeatedly occur. I will just be one moment while I see what we can do regarding your purchase of Organ Trail.
• I informed them I used the e'mail address to log in that they sent details of the free gift to and that i would normally use the gmail one
• As a result the advisor had to speak to a manager as they could not transfer the film to my box
• The outcome was that I had to purchase on line and that they would reimburse me.

Thank you for all the advice.