Sky Store download error - UH001

[Bowler376]

Downloaded a UHD film in error, can’t get the correct (HD) version.
Advice from Sky was to ‘delete’ download and then clear all deleted recordings. All attempted but the film wasn’t visible in either listing….. help please ? Account not charged for the rental as never actually played, but can't access the correct version, many thks, 

[caesarome]

If you deleted the film and it wasn't in the deleted folder have you tried downloading the HD version ?

[Bowler376]

Hi, yes we tried but it only offers the UHD version each time, even though available in HD); its Oppenheimer . 
many Thks for your help , 

[caesarome]

Is this the Buy and Keep version ?

[Bowler376]

No, just a rental, but selected UHD by mistake. 

[mike+simmonds]

Morning @Bowler376 

What Sky platform are you on ? If Sky Q - when you have deleted the UHD download , have you then gone to

recordings / manage / deleted 

seen and selected your UHD Oppenheimer, then selected - Delete Forever   

Or - are you saying you have never seen your UHD Oppenheimer in your recordings ? 

[Bowler376]

It's a brand new Sky Q box, installed 3rd March,

No the film (Oppenheimer) wasn't visible  in any list at all, and not in first or second deletion lists. All others cleared.  It is not on the account and we have not been charged as we hadn't pressed 'play' (not possible on our TV , ie non UHD,  thank you for your interest. 

[Bowler376]

Re the new Sky Box, we also can't watch ITV or Channel 4 'due to satellite signal', the previous box worked for five years absolutely fine and nothing has changed re the dish etc. all other channels are fine.....engineer calling next week (earliest appointment....) 

[Bowler376]

Hi, no it doesn't appear in the recordings list or the deleted (under manage heading) all others deleted. 

[mike+simmonds]

Thanks for the extra information @Bowler376 

Odd one.

I assume you have tried a "power off at the mains plug - leave for 1 minute - power back on "

this often clears odd errors. 

When the engineer (hopefully) resolves this for you - it would be interesting if you could mention on here what the cause was.