topic Re: Can't access mysky app in Sky Go

Can't access mysky app

Marc.. — Thu, 27 Apr 2023 20:38:55 GMT

I have not been able to log onto the mysky app since joining sky 3 weeks ago. I have talked to a sky advisor twice, unistalled the app and reinstalled multiple times, changed my password, deleted all cookies and password history but after logging on it still comes up with technical error.

Re: Can't access mysky app

caesarome — Thu, 27 Apr 2023 20:45:28 GMT

Probably a long shot but does your password contain anything that is not a letter or a number ?

Re: Can't access mysky app

Marc.. — Thu, 27 Apr 2023 21:02:42 GMT

No just letters and numbers

Re: Can't access mysky app

caesarome — Thu, 27 Apr 2023 21:10:09 GMT

I presume you are running the latest version as there have been a few updates recently.

Re: Can't access mysky app

Marc.. — Thu, 27 Apr 2023 21:18:42 GMT

As far as I know downloaded from playstore

Re: Can't access mysky app

caesarome — Thu, 27 Apr 2023 21:21:33 GMT

For the iphone that latest update was dated 21st April.

I would suggest emailing the apps team about your issue via this email address - apps@sky.uk

Re: Can't access mysky app

Marc.. — Thu, 27 Apr 2023 21:27:13 GMT

I'm on android but have just sent them an email. Thank you

Re: Can't access mysky app

Marc.. — Sun, 30 Apr 2023 10:18:27 GMT

Now 3 conversations with different advisors and still can't access the mysky app

Unable to access mysky

Marc.. — Sun, 30 Apr 2023 21:02:45 GMT

I have now spoken with 3 advisors over the phone, posted in this once already and still cannot access mysky. I have 2 sky id one which is connected to tv/broadband and another which is connected to tv/broadband/mobile. I am unable to access mysky through the sky id which is connected to everything

Re: Unable to access mysky

caesarome — Sun, 30 Apr 2023 21:08:24 GMT

For clarity I have moved your latest post to your exsisiting thread on this issue.

@Marc.. wrote:

I have 2 sky id one which is connected to tv/broadband and another which is connected to tv/broadband/mobile.

So if you logout of the app that shows the TV/Broadband you can't login with the ID that shows TV/Broadband/Phone ?

Do you TV and Broadband details appear on both IDs ?

Re: Can't access mysky app

Marc.. — Sun, 30 Apr 2023 21:17:11 GMT

That is correct. The log on I can get into only has tv/broadband and the one I can't access has tv/broadband/mobile

Re: Can't access mysky app

caesarome — Sun, 30 Apr 2023 21:20:25 GMT

@Marc.. wrote:

and the one I can't access has tv/broadband/mobile

What does happen when you try to access that one, do you see an error message if so what does it say ?

Re: Can't access mysky app

Marc.. — Sun, 30 Apr 2023 21:28:42 GMT

Just says technical error

Re: Can't access mysky app

caesarome — Sun, 30 Apr 2023 21:30:50 GMT

To see if they can help I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow regarding this via a blue/red chat bubble which will appear at the bottom of this page.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

Re: Can't access mysky app

Marc.. — Sun, 30 Apr 2023 21:32:53 GMT

Thank you

Re: Unable to access mysky

Pm15 — Mon, 01 May 2023 06:00:19 GMT

I too have been unable to access the mobile part of MySky for months now. Spoken to multiple advisors and everyone seems at a loss on how to fix it! Tried going through the process of linking sky ID but it tells me a technical error exists. One advisor said it will do that because my mobile is already linked on the system. I used to use the app no problem. It's really annoying now

Re: Unable to access mysky

Mr+Flibbles+86 — Mon, 01 May 2023 07:33:26 GMT

Thanks for escalating this. We’ve sent an invite to chat.

Re: Unable to access mysky

caesarome — Mon, 01 May 2023 09:13:56 GMT

@Pm15 wrote:

I too have been unable to access the mobile part of MySky for months now.

@Pm15

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

Re: Unable to access mysky

Tom-W19 — Tue, 02 May 2023 07:16:52 GMT

Thanks for escalating. We've sent an invite to Pm15.

Re: Can't access mysky app

Lisa-P1987 — Thu, 04 May 2023 09:49:14 GMT

We are still looking to help you Marc... If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks