Purchased film disappeared from My Library

[JEFF1102]

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.

[mike+simmonds]

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 

[JEFF1102]

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. 

[mike+simmonds]

Might have been worth saying "Shazam" ?

Could have worked 😅

[Rachaels27]

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

[mike+simmonds]

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 

[Rachaels27]

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

[mike+simmonds]

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)

[angryguy]

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 

[TimmyBGood]

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@angryguy wrote:

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

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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.

[JEFF1102]

@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! 

[angryguy]

pretty much yes very shocking service by sky as always

[angryguy]

not really as they are still selling the movie on skystore 

[TimmyBGood]

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@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! 

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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 

[angryguy]

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