Sound but no picture while trying to watch a downloaded movie

[Padraic+Sky+Issue]

Sat down with the Kids to watch the new Tom and Jerry movie but when we started it, it's just a blank screen but sound is there.

Our Sky Box is a Sky Plus HD Black box with a Coaxial cable to the TV. Box is in the Attic. 

I saw something online that said we need to connect via HDMI but thats physically impossible as Box and TV are too far apart. Also, it worked the last time we downloaded a movie. 

Down 17 Euro for a Blank Screen!

[pjhaahl]

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@Padraic+Sky+Issue wrote:

I saw something online that said we need to connect via HDMI

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That is correct

[Padraic+Sky+Issue]

Thanks for the response. Will just look fir a refund as they changed the rules without informing people.

Not allowing them to take my money fir a poor service. 

[pjhaahl]

@Padraic+Sky+Issue 

As far as I know it only applies to Sky Store Premier titles.

I guess they didn't want to allow a simple method of copying/ recording to be available on what are essentially supposed to be cinema releases.

They should make it clear on the Sky Store though. No excuse for not putting a big warning up. A refund is certainly justified.

[Padraic+Sky+Issue]

@pjhaahl thanks for the help. 

[mike+simmonds]

Hi @Padraic+Sky+Issue 

@pjhaahl is quite right. There was a post on a different thread from @Kenny-J which clarified this :

"As this film is a Premier film, there is added security built in, you can only watch this via a HDMI cable compatible TV, if for example you have HD+ box with RF connections and try and play of a 2nd TV the film will play with sound but no picture, a message will be displayed that it can only be viewed via a HDMI connection. If your main TV is only connected by scart the same message will be displayed."

If you haven't already - chat with the Skystore team here 

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

[Padraic+Sky+Issue]

Thank you Mike. We didn't get an error message displayed. Downloaded and went to play it on our main TV. No other TV was playing it or even switched on. 

I get the added security though as some may wish to exploit it. 

I will need to call Sky for a refund! 

Thanks again guys 

[Bardogs1]

Padraic, just had same for Bond movie. Long awaited download too ! Do Sky refund ?

[mike+simmonds]

Hi @Bardogs1 

Best option in my opinion is to try a livechat tomorrow morning (opens at 11am)

explain the circumstances 

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

[Padraic+Sky+Issue]

Yes SKY refunded me in full