Series episode is not available on Apple TV

Forgot to mention in last reply...Click on your purchase history and report a problem for the episode(s) you have. Bombarding iTunes help with all the emails regarding episodes might also get them to move faster.

Another FYI.

Glad to find this thread, I suppose. I'm experiencing the same thing. One purchase wasn't available to *any* device (aTV, iPad, MacBook), and iTunes support was able to make it available to download -- but that had no affect on the AppleTV problem -- the purchase doesn't show up, but if I go to re-purchase, it does alert me that I have already purchased it. But I can't stream it.

I have a similar problem with additional purchases (Walking Dead season 2 seems popular here): These episodes *are* available to the MacBook, at least, but, as with the above, do not appear to be available on the AppleTV. I would much prefer to not download gigs of TV to the MacBook -- there's definitely something wrong with the cloud somewhere, and the iTunes support who helped recover the download I first described punted me off to forums and FAQs for AppleTV help. This seems odd to me: This is all part of Apple's iTunes ecosystem, right?

I'll keep pursuing support and watching this thread.

Having the EXACT same problem. This is extremely frustrating.

I have made a complaint about an episode I was watching - in the middle of it the picture froze. I backed out and planned on restarting the episode - all of a sudden it showed up as not being purchased. When I went to click "buy" it said "you have already purchase this episode, would you like to buy it again?" No!

They reset the epsiode so I could download to my computer, but this is maddening. All my season passes are gone, nothing shows up. The cloud is basically unuseable on my Apple TV.

I have two appointment scheduled ASAP.

Spoke to Apple TV customer support tonight. He was very nice but did not know anything about the problem. Reading from his help script he had me restart and reset my settings, which of course did not help. He said we then needed to restore to factory defaults and I told him very politely I was not going to do that. I said the problem is obviously with Apple and all I really wanted him to do is pass on my problem exactly as I had worded it to Apple TV engineering so they could pursue a fix with iTunes. He seemed a little taken aback by this but said he would. He asked if there was anything else and I told him it would be nice if Apple didn't discourage customers from contacting them by basically saying they would be charged for support if they were out of the 90 day warranty. I said Apple is now basically a cable TV provider in addition to being a hardware company and they needed to provide support the way any other service provider does. That means free technical support for problems related to their own service.

I also sent an email to iTunes support. I got back nicely worded email saying they couldn't help me unless I provided the order numbers for the season passes I had purchased. They provided a link to describe how to retrieve my order numbers from iTunes, except that the support memo they linked to was written in February 2011 and was not applicable to iTunes 10.5. I could not find a way to retrieve order numbers in the latest iTunes. The support person also said he could not figure out how to direct my request for service given the description of the problem. So I emailed back telling him to send my original help request exactly as worded to iTunes engineering as this was an Apple problem that they need to resolve. I also told him I would be happy to provide the order numbers he requested if he could direct me to support article that is current on how to do so.

I've been using Apple products since the Apple IIe, and none of this surprises me. Apple products are great until you have a problem, then their support can be very frustrating. Before the Apple Store it was nearly impossible to get good service. Basically Apple support personnel will ALWAYS deny knowledge of any systemic problem with Apple hardware or software. Then one day miraculously they will either come out with a patch or a hardware fix. These sometimes take months in my experience. In the case of this problem I suspect it will only be a few days, but who knows.

I received a response on two of my Season Passes missing last week's episodes. They didn't read my problem at all. One of them issued me 70, yes 70 downloads of all the shows I purchased on three order numbers, none of them being the missing episodes of course. I replied telling them they once again did not fix the issue and to elevate my original request as stated. These people are so completely inept. I once again had to explain the difference between the Purchased Section in iTunes and on all devices versus the Purchased Playlist in iTunes. I'm sure they still don't get it. This is really sad.

Here's a shocker. Had a new episode of a Season Pass I have to Ringer become available for download. Of course, it's nowhere to be found in the Purchased page on any of my devices though. All previous episodes are. Something has gone really screwy since the public release of iCloud. I got the email notification, I got the download but didn't get cloud access, which is the only reason I started buying season passes in the first place. So I've sent another email off this morning which I'm sure will generate some generic response about updating my software and my own ineptness. Pathetic.

Same problem here... I purchased the series 'Sanctuary' season 4 (season pass)... received an email that 2 episodes were available for download... I've only seen the first one as the second episode has not downloaded... its not available for download via apple TV, itunes, nothing... just shows I purchased just the one episode... yet I have emails, and purchase history shows I purchased the season pass...

Very frustrating...

Yes, I have opened a case to the Itunes store... probably won't go anywhere at first... but, then again, I'm a little bullheaded...

Ok Round 3 Email 10 with support. Here is thier answer on my problem.

"

Dear Jeremy,

Welcome back to Apple iTunes Store Customer Support. My name is Tushar and I'll be taking over for Alexander. I am more than happy to help you today.

I'm sorry to learn that the item did not meet the standard of quality you have come to expect from the iTunes Store. I know that you are eager to get this resolved. I am happy to assist you.

Jeremy, I have reversed the charge for "Fringe, Season 4". In five to seven business days, a credit of $49.99 should be posted to the credit card that appears on the receipt for that purchase.

I have submitted this item for investigation. Apple takes the quality of the items offered on the iTunes Store seriously and will investigate the issue with this item, but I can't say when or if the issue will be resolved. Please try again in a few weeks.

If you have any questions or require further assistance, please reply to this email.

Thank you for being a valued iTunes Store customer. Have a great day ahead!

Sincerely,

Tushar

iTunes Store/Mac App Store Customer Support "

My Reply to this Email

"

What the ****!!!

I didn't ask to have the season removed... and i am having this issue with more than just Fringe. Please actually READ what i write in these emails and you will see that.

I am unable to use the iCloud on any of my apple devices and you answer is to just take the show away from me and refund my money??

I would like you to repost the Fringe season to my account immediately and escalate this issue to a Apple ITunes Engineer. The Issue is not with the Fringe season pass rather with all season passes purchased through Itunes and the fact that iTunes is not working as expected or advertised.

When a new show is posted to iTunes I receive the show on my windows desktop itunes account automatically the download works fine and i am able to view the episode there.

However it doesn't show up in my Purchased items and I am not able to view it on any of my other devices (Mac Book Pro, iPad 2, AppleTV). I typically travel a lot for work and the season pass from Itunes including 0 Commercials is why i spent the money on these shows in iTunes in the first place.

The Season Passes that i have seen this issue with are as follows. NCIS: LA, NCIS, Fringe, and House.

If Apples Answer to this is to refund my money for the seasons that i am having issue with please Refund for all shows not just the one and I will take my money over to amazon!

I will be awaiting a reply on how you plan to fix this issue."

I just want to tune in. Having the same problem with House series, the first episodes worked fine from Apple TV 2, they were available in the cloud. But the last episode isn't accessible - I must buy it in spite of having a season pass already. First I thought it was the update to iOS 4.4 on Apple TV, but no, I've tested with a unit still on 4.3 and it's the same so apparently it's an account/cloud/server thing. Oddly enough the latest episode IS available on my iMac - so I can download to the iTunes library and then view it on Apple TV.

@Jeremy & Lutron, Don't you love taking all that time to carefully explain your issue over and over to different reps only to have them cherry pick one or two terms out and just make an assumption? I wish Tim Cook would read the responses his Support Reps are giving loyal paying customers. I can't even get them to understand the difference between the Purchased Playlist, Tv Playlist and the Purchased (iTunes in the cloud) Section. It's like banging my head against a wall.

On another note, I hadn't been having issues with purchasing already completed seasons so I thought I'd give Big Bang Theory Season 1 a shot. I might as well have just ripped up $20.00 and threw it in the wind. I bought it on AppleTv, it went through, charged my account, appears in my purchase history and is nowhere else to be found. Didn't get the downloads, nor is it showing in my Purchases on any of my devices or in iTunes. I have yet to hear back but I'm sure they'll issue me a credit or some other "passing the buck" manuever to avoid fixing a real and serious problem.

I'm glad this thread is getting so much attention though, perhaps something will actually be done about this.

@Drew, I am just absoultly amazed at how bad Apples support actually is... I would be pleased if they just worte back with something like "We are aware of the issue and are currently working on a resolution." but instead they keep acting like it is something i am doing wrong and not a problem with the iCloud service.

Here is the latest excerpt from my dealings with them.

"As you are unable to view the items on your devices, you need to update your devices."

My Reply: "Please esclate this ticket to your next tier of support as stated in previous emails I have updated all my devices to the latest versions and that is when i started expierencing issues with iCloud and purchased season passes."

Yes, this is quite ridiculous.

It obviously is a systemic issue. You think somebody would have figured this out by now.

Truth be told, so far, I am quite dissapointed with the "Cloud" at Apple. Some parts of it are working great (i.e. Photostream, reminders, notes, calendars, contacts, etc) but other parts (Find My Friends (10 server error messages today alone) and iTunes in the Cloud) are not working.

The odd thing is iTunes in the Cloud, especially on my Apple TV was working great until sometime late last week. - probably the update to iTunes 10.5 and the Apple TV update. Then all of a sudden it just got lobotomized, as did the Support Technicians.

To have them give me pat answers, when they clearly don't understand the problem and I DO - is infuriating!

Where did you get his email? And for that matter, where can I get the correct emails for any of the Apple Execs. This is extremely frustrating. I am on my second message to Apple iTunes Store support.

Here's an interesting article about the iCloud that came out on the AP today:

http://finance.yahoo.com/news/Review-iCloud-just-works-for-apf-1999583042.html?x =0&.v=2

The reporter is still waiting for his TV show.

Same issue for me for the last 2 nights, purchases not showing up on appleTv or check for purchases on my mac, I reported one episode yesterday and they resent it, it downloaded on the mac but appletv and itunes store still dont think I own it, keep telling me I already purchased do I want to purchase again.... what!!

Purchase history shows all the episodes, some one forgot to hook up the cable between purchase history and iCloud I think..... starting to get mighty pi**ed off.