Sky Store Purchases - Bugs (Please help!)

[MrJMc]

Hi,

I have an ongoing issue with my Sky Q box and have just located a thread from Oct 2021 where the person is experiencing the exact same issue (Nb. The issue is regarding the Lego set I've highlighted below).

I have bought a large number of Sky Store movies but appear to have a glitch with two of them. The first one is Batman - Bad Blood. The movie plays fine but the tile image appears to be a shot of Batman from the movie itself, not the actual movie poster. In the Sky Store app, this problem is not present and the image is correct.

The second and bigger issue is with the x4 Lego movie boxset. I purchased it and then noticed there was a blank tile next to the boxset in my purchases list. When highlighting this, the Lego movie boxset info is shown. When I click on it, the Sky Q box crashes. I raised this a while back and the support team refunded me the boxset (which was a great gesture) which then should have removed it completely. Again, the Sky Store app is correct - no boxset. On Sky Q however, it remains (the correct tile and the blank one). I can download and watch them but I am not able to then archive them (ie. remove them from recordings). Therefore, in order to remove them I have to reset the entire box.

I've had an engineer out and the issue is still ongoing. I have quite severe OCD and this is causing me to bypass the library which is annoying as hell, both from the money spent and movies I've not yet watched. The Sky Store app as mentioned above is spot on but the Q box is not...

I love Sky and have been a customer for over 4 years but in July my contract is up and there is a real chance I might not continue with the account if this persists.

I'm hoping this post may help put me in a new direction or have a tech look into this for me - I can provide screenshots if needs be.

The other thread mentioned suggests this is not classed as a fault and it 'may' be patched with a future update. Personally, with the money I've spent on the Store and the glitch actually causing a hard crash, it's very frustrating as a customer. And the Batman glitch, whilst cosmetic, well, the Sky Store App is perfect - all present and correct. There's obviously issues with the Sky Q data so I'm hoping someone out there can help!!! 🙂

Thanks in advance,

John 🙂

[mike+simmonds]

Hi @MrJMc 

Sorry to learn about the problems you are experiencing with tiles. 

On here we are customers like you and although there are a few Sky employees that drop in from time to time - the overwhelming majority of replies you get on here are from customers - so you aren't chatting with Sky support 

I have also experienced a few incorrect tiles appearing which I find a bit annoying but you mention your OCD causes this to be a significant problem - so my best suggestion to resolve it is to have a livechat with the Skystore team to see if they can arrange to remove the offending movies from your box and offer you the option to re download those that are still yours (as you are aware - usually - purchased movie tiles can't be completely removed from your box - but I'm confident Sky can do this) I remember a thread where this had been done for a customer. 

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

There is a "reset settings" option inside a hidden menu. Might be worth a try although you will have to re pair your remote afterwards)

Don't reset hard drive or do a factory reset. 

To access the menu - hover your remote over the word "settings" but don't press select 

just press 001 select 

hope you get it resolved 

[MrJMc]

Hi,

Thanks for the reply. Tried everything you've mentioned and the lady did refund and remove the Lego set, as previously highlighted. It disappeared from the Sky Store app (great!) but it remains in Sky Q 'Purchases' (boo! - it's the Sky Q box that has the issue whereas the app is spot on - very weird). I'm amazed this can't be rectified but come July, I'm probably going to jump ship if it's not sorted. I know it seems trivial but it's a fairly major bug. And who knows the damage it's doing when clicking on the 'crashing' tile. Yes, I don't have to but it's not the point really...

John 🙂

[mike+simmonds]

Hi @MrJMc 

I do think Sky can delete things from your box

the thread I recall was a customer who didn't want his kids to see an "18" film he had ordered and he reported that Sky had been able to remove it from his box as well as online

[MrJMc]

Yeah, she refunded it and removed it but it's remained on the Sky Q box. On the Sky Store app it has gone.

Anyway, thanks for the chat link and replying. Spoke to them and they are still looking into it so hopefully come July it gets fixed...

John 🙂

[mike+simmonds]

Hopefully so @MrJMc