Sky Store Purchases - disappeared???

[lins173]

Back in March we purchased Frozen II and The Lion King - my daughter was going to watch Frozen II this afternoon, however it isn't now showing in our purchases - where have they gone?

[mike+simmonds]

Hi @lins173 

I can answer about Frozen 2 and it could be that Lion King is the same 

The answer is an odd one. 

I suspect you bought Frozen 2 bonus edition 

This disappeared from the store leaving just the regular edition.  The system regards these as 2 different movies 

I would contact Sky Store and ask them to give you a "free" copy of the non bonus edition 

Lion King also if that's the same 

If they say no- remind them they are supposed to take reasonable steps to advise you when a movie you've bought it going to disappear (in the terms and conditions)

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

let me know how you get on

[lins173]

Hi @mike+simmonds 

Thank you so much for the reply.  Yes we did purchase Frozen 2 bonus edition, but not the Lion King, so all very odd.

Thanks for the link, I sent them a message on Friday 12th June, and still waiting for a reply.  I'll let you know how they respond.

Many thanks

Lins173

[mike+simmonds]

Thanks @lins173 

It will be interesting to hear what they say

I believe their live chat has been working during the week up to about 5.30 pm if you wanted to try that 

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

[Thomasoc]

i have had 2 purchased movies just disappear from my sky store library, the first was a movie called the beach approx 2 years ago, I was able to find that on my sky store app and send it back to my library.

I also lost a movie called minions sometime in the past 2 years, Its still on my sky store app, but I cannot send it to my library or sky Q box.

I am probably one of the best customers that sky store have, I have purchased hundreds of movies from them, however after this, I'm done with sky store and done with sky in general.

I purchased those movies,  and now sky are not honouring their side of the deal.  No more, I am moving to virgin media, I will bet they honour their contracts.

[mike+simmonds]

Morning @Thomasoc 

I notice that Minions is available free to users who subscribe to Sky Movies - so if that's you then you could download it now 

There is a section in the Sky terms which I've copied below - which may be relevant since the Disney channel was launched

You could livechat to the Skystore team to find out for sure 

https://www.skystore.com/n/hlch/help/contact-us/live-chat 

"f. 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."

[Mumma1977]

Quite a few films have disappeared from my library of purchased films. Had I realised they they were bought but not actually kept, I wouldn't have purchased through Sky. 

Deadpool, Arthur Christmas, Love Actually, The Amazing Spider-Man, and loads more have all gone from my library. 

[mike+simmonds]

Morning @Mumma1977 

Do they appear here when you sign in ?

https://www.skystore.com/n/mlbm/my-library/my-movies 

I'm surprised if Sky have lost the rights to all of your movies ?  If there are here you can send them back to your box. 

[caesarome]

@Mumma1977 

Have you made any changes to your account recently like upgrade to Sky Q as Love Actually is still in my purchases ?

[Mumma1977]

They aren't there. I have 9 left, the rest have all gone! 

I have left Sky recently, but I was led to believe that purchased films on Sky Store were not dependent on keeping Sky TV? 

[mike+simmonds]

Have you tried to livechat @Mumma1977 with the Skystore team here 

https://www.skystore.com/n/hlch/help/contact-us/live-chat 

to establish the reason. 

I had to speak to them yesterday about something  and got through in less than 5 minutes. 

They open at 11am

[caesarome]

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@Mumma1977 I have left Sky recently, but I was led to believe that purchased films on Sky Store were not dependent on keeping Sky TV? 

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As you have left Sky you will no longer be able to access them via your Sky box but should be able to via the Sky Store website or app or the app built into LG TVs. To do this you will need to contact Sky Store support and ask them to change your account into a Sky Store only one as you are no longer a Sky customer.

[Mumma1977]

I have been trying via the app. I can see 9. All the rest of them are not there. I emailed them earlier, hopefully they'll be able to help. 

[caesarome]

Why not try the live chat via the link that @mike+simmonds posted earlier ?