topic Re: Purchased film disappeared from My Library in Sky Store

Purchased film disappeared from My Library

JEFF1102 — Tue, 04 Jul 2023 08:14:25 GMT

I purchased the first Shazam film in 2019 from Sky Store and rewatched it a few months ago just before the new film came out. But now this film has disappeared from my library and the film is showing to buy as if I didnt already own it. I have logged out and in again but it is no longer in my library even though I definately purchased it. Any ideas what i can do to restore it? Thanks.

Re: Purchased film disappeared from My Library

mike+simmonds — Tue, 04 Jul 2023 08:48:04 GMT

Morning @JEFF1102

That's an odd one

usually the reasons for this are things like -

Looking at a different format (SD instead of HD)

Logging in with a different Sky ID

Sky losing the rights to host a particular movie (unlikely if it's still for sale)

If it's definitely not showing as purchased when you log in online - I would try a livechat with the Skystore team (open at 11am)

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

Re: Purchased film disappeared from My Library

JEFF1102 — Wed, 05 Jul 2023 11:02:48 GMT

Well that certainly was odd. I contacted chat and looked into it. I even found the E mail confirming I bought the film in 2019. But when they looked into it they said I had cancelled it and got a refund as it wasnt in UHD. And yet I had it in my library just three months ago and watched the film from my sky store library. So had to let it go.

Re: Purchased film disappeared from My Library

mike+simmonds — Wed, 05 Jul 2023 11:07:37 GMT

Might have been worth saying "Shazam" ?

Could have worked 😅

Re: Purchased film disappeared from My Library

Rachaels27 — Wed, 05 Jul 2023 19:54:21 GMT

I lost 16 films no explanation. Sky were useless and won't refund the money or add the films back to my library had a lot for years. So annoyed as lot of money spent on them

Re: Purchased film disappeared from My Library

mike+simmonds — Wed, 05 Jul 2023 22:53:54 GMT

Could you say a little more about the circumstances @Rachaels27

Are you still a Sky TV customer ? Are these movies still not available when you log in to your Sky account online ?

When you spoke to Sky - was it the specialist Skystore team ? In my experience they are usually fair. This is a link if you don't have it - livechat opens at 11am

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

Re: Purchased film disappeared from My Library

Rachaels27 — Thu, 06 Jul 2023 07:29:13 GMT

No they aren't available at all. 16 films just vanished from my library the same seems strange was after I took out broadband with sky. Spoke on live chat but there is no record of them only 4 so nothing they can do

Re: Purchased film disappeared from My Library

mike+simmonds — Thu, 06 Jul 2023 08:38:09 GMT

Morning @Rachaels27

When you took out broadband with Sky - did you start logging in with a different Sky ID to the one you used when you bought the movies ?

Also - are you still a Sky TV custumer ? (I'm trying to understand, was there a gap where you were not a Sky customer)

Re: Purchased film disappeared from My Library

angryguy — Tue, 13 Feb 2024 08:40:38 GMT

hi i had the same thing with tango and cash went to watch it today and its gone call them we will give you credit next month i told them i just want the movie back and not to pay again and wait a month to get money back very poor service

Re: Purchased film disappeared from My Library

TimmyBGood — Tue, 13 Feb 2024 11:03:45 GMT

@angryguy wrote:

i told them i just want the movie back and not to pay again

That's a Warner Bros product, so ultimately Warner Bros Discovery Inc get to decide on where its digital incarnation lives. As the owners of film studios increasingly move to direct streaming subscription as a major income source they will be clawing back their historic assets and removing rights from indirect distributors such as Sky.

Re: Purchased film disappeared from My Library

JEFF1102 — Tue, 13 Feb 2024 11:37:07 GMT

@angryguy Absollutey rediculous. its like if you owned the dvd and someone from the film company came round to your house and asked for it back and offered a refund!

Re: Purchased film disappeared from My Library

angryguy — Tue, 13 Feb 2024 11:55:56 GMT

pretty much yes very shocking service by sky as always

Re: Purchased film disappeared from My Library

angryguy — Tue, 13 Feb 2024 12:03:23 GMT

not really as they are still selling the movie on skystore

Re: Purchased film disappeared from My Library

TimmyBGood — Wed, 14 Feb 2024 13:51:40 GMT

@JEFF1102 wrote:

@angryguy Absollutey rediculous. its like if you owned the dvd and someone from the film company came round to your house and asked for it back and offered a refund!

But that's never been realistic for physical disks and was always a possibility for digital assets where 'ownership' can be a rather slippery concept and typically caveated in small-print contract terms.

The ability to stream and/or download Buy & Keep Content may not be offered to you indefinitely. For example, we will be unable to continue to offer you particular Buy & Keep Content if we no longer have the rights to do so from the relevant rightsholder(s). If we no longer offer particular Buy & Keep Content we will use reasonable efforts to make this information available to you via email, the Website and/or Sky Store app. Please have this in mind when deciding to delete Content from your Device(s) and/or Box, or archive Buy & Keep Content on your Box.

https://www.skystore.com/n/lbtc/legal-bits/terms-and-conditions

Re: Purchased film disappeared from My Library

angryguy — Wed, 14 Feb 2024 13:54:09 GMT

ok but then if u have bought their should be a form of compensation if u lose it

Re: Purchased film disappeared from My Library

mike+simmonds — Wed, 14 Feb 2024 14:13:10 GMT

Can we just go back a few posts here @angryguy

Have you actually asked the Skystore team where your movie is and why you can't access it.

As @TimmyBGood says- I've known circumstances where a purchased movie is no longer hosted by Skystore

I haven't seen a situation where (say) Tango and Cash was purchased by a user - who has not changed their user name or account - and yet that movie is not available to the customer despite still being hosted and sold on both Skystore on line and Skystore on Sky Q

If you look at Tango and Cash in your online library- do you see it there ?

Re: Purchased film disappeared from My Library

angryguy — Wed, 14 Feb 2024 17:50:12 GMT

Yes waiting on a reply from them

Re: Purchased film disappeared from My Library

mike+simmonds — Wed, 14 Feb 2024 18:16:59 GMT

Thanks for confirming @angryguy

Losing access to a movie which is still hosted by Sky store is a new one on me.

So when you search for Tango and Cash on Sky store - you get the same £7.99 screen as me - even though you have bought it in the past ? (I haven't )

Edit : I find livechat a very efficient way of dealing with the Skystore team. They are open now and for another 75 minutes.

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

Re: Purchased film disappeared from My Library

Thomasoc — Fri, 22 Mar 2024 06:02:52 GMT

This has happened to me time and time again.

This is incompetence from the sky store team.

I lost trolls a few weeks back, it is now only available to rent, despite contacting them they will not put it back into my sky q box library.

The only way around this is buy DVD's from Amazon and a good DVD player, they cannot be taken away.

Re: Purchased film disappeared from My Library

adavis356 — Fri, 06 Dec 2024 22:07:56 GMT

Same issue here. At least 5/6 missing, and if I search the movies they are still in store but want me to purchase them. How is this even legal?

Will no longer be purchasing from sky store sadly.