Purchased movie won't send to Sky Q box

[Rob74Lynch]

Last night I logged onto Sky Store on my mobile device, and as I have often done in the past, purchased a Buy & Keep movie (Mandy - 2018, with Nicolas Cage).  After purchasing it, I chose "Send to sky box", then a few minutes later I checked my Sky Q box/TV under "Purchases" but the movie wasn't there.

Rather frustrating, as I intended to watch the movie there and then.  Anyways, I waited 40 mins or so, and after seeing it was still not available on Sky Q, I went back to my mobile and chose "Send to sky box" again.....same result/no movie on Sky Q.  I gave up trying to watch it last night.

This morning I've turned the Sky Q box back on, and had the same issue - have tried sending it to the sky box once more and still no movie.
I've also attempted to locate the movie on Sky Q by searching for it in Sky Store.  The only way I could find it was to literally scroll through hundreds of movies until I came to the movies beginning with "M" - it does appear here but the only option available is to rent.  

Checking this forum it would appear this is a common issue.  Does anyone know of any way to resolve this aside from "contacting support"?  I find it pretty ludicrous that so many people have to contact support when they simply make a purchase.  The whole process of having to send to a box, etc... is ridiculous.  If I buy a movie from Amazon/Google/Apple, etc.. - that movie is immediately available on all devices that I'm logged into - including Sky Q apps.  This will be the last movie I buy from Sky - the entire process is very user UNfriendly!

[caesarome]

@Rob74Lynch 

Does it automatically show up under your purchases on your Sky Q box ?

[Rob74Lynch]

No, it doesn't appear at all in purchases on my sky q box

[caesarome]

Then you will have to contact Sky support, 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

[Exiled-in-HH]

The access rights on Sky Q are different to the streaming rights on mobile for this item🙁

If you have a streaming  device that supports Sky Store you'd be able to watch the item on your TV😉

[Rob74Lynch]

Thanks @Exiled-in-HH 

That would make sense (I raised it with support over the weekend but they still haven't resolved it yet).

If this is an issue, the Sky Store page shouldn't say "if you're a Sky subscriber you can send your Buy & Keep purchases to a compatible Sky box." - it's very misleading.  There should at least be some warning in place to prevent this happening.

To be honest, all I wanted to do was watch a movie on a Saturday night!  I had to "buy" the movie, then spend hours trying to figure out how to actually watch it, then post on this forum, then raise a support ticket and wait.....then provide a huge amount of "security/verification" details for both my sky tv and sky store accounts, then go back and forth with support via email, then wait as they "escalate" it....  

Next time I'll just buy the damn bluray or buy it from Amazon/Google.  This sky store process is nuts

[Exiled-in-HH]

If you have an LG smart TV the Sky Store app is available on that😉

[Rob74Lynch]

Thanks.  I do have a smart TV but it's made by TCL and Sky Store app isn't available there

[mike+simmonds]

Morning @Rob74Lynch 

I've noticed this issue before where a buy and keep movie won't "send to box"

The issue last time- about a month ago  (it wasn't Mandy but the same glitch applies I think ) is this so far as I understand it - 

When you "send" a buy and keep movie to your Sky Q box, it doesn't actually send actual movie data   from your device to your Q box. It arranges for your Sky Q box to download it from the Sky Q server. 

At the moment the Mandy 2018 movie isn't  there and therefore it isnt being sent.   

The last time - I noticed about a week after the customer notified Skystore, the movie suddenly appeared on the Skystore within Sky Q (buy and keep) and became downloable. 

So if it's not on the Sky Q server due to a mistake then the Skystore team should be able to fix it for you. 

if on the other hand it's not there because Sky don't have the licencing rights to host it on Sky Q- then you will need to try to negotiate a refund from them. 

the link provided earlier by @caesarome is the best one and I'd suggest you try a live chat (they open in 30 minutes) 

as for Skystore on a TV, it is only LG that has the Skystore app.  You. can also use Chromecast for most movies (just not some of the premiere titles) 

[Exiled-in-HH]

OR a Roku streaming device😉

Sky Store's support on streaming devices is very limited🙁