topic Re: Sky Go Error - 1310 & 1410 in Sky Go

Sky Go Error - 1310 & 1410

Chris1987 — Thu, 14 Sep 2023 13:17:11 GMT

Have Sky Stream, have Movies/ Kids/ Sports/ Cinema etc added to it.

Been using it and Sky Go for the last 4 months without issue.
In the last 2 weeks I have been unable to watch the extra's (Cinema/ Sports/ Kids) on Sky Go - can only watch basic free view channels.

Doesnt work on my mobile or laptop - have logged out and back in, have uninstalled and reinstalled - no change.

Have been on the phone for nearly 2 hours now - spoken to 9 different people across customer services/ billing/ Sky Go Team/ Mobile Team etc - everyone of them says its not them and transfers me on.

The last guy said he would escalate it but nothing he can do and is a "subscription issue"...

The message reads:

For your information

You need the relevant Sky TV subscription to watch this show.

Code: 1410

(On other channels it shows Code: 1310)

Paying for a service that isnt working, joined Sky for Sky Go because of how much I am away, 2 hours wasted being passed from one incorrect team to another just to be told in the end "no idea, will escalate it and we might be able to fix it"

Although being passed around is incredibly annoying I have to say that each member of staff was very polite but they all gave me different answers as to the issue and no one reads the "Notes" the prev agent said they were leaving...

Can anyone help fix this?

Re: Sky Go Error - 1310 & 1410

caesarome — Thu, 14 Sep 2023 15:13:59 GMT

@Chris1987

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: Sky Go Error - 1310 & 1410

Lisa-P1987 — Thu, 14 Sep 2023 16:51:02 GMT

Thanks for escalating this. We’ve sent @Chris1987 an invite to chat.

Re: Sky Go Error - 1310 & 1410

Tom-W19 — Sun, 17 Sep 2023 08:34:52 GMT

Hi @Chris1987

A private chat was started but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

Sky Go Error - 1410 & 1310

Chris1987 — Sun, 17 Sep 2023 12:23:24 GMT

Have Sky Stream, have Movies/ Kids/ Sports/ Cinema etc added to it.

Been using it and Sky Go for the last 4 months without issue.
In the last 2 weeks I have been unable to watch the extra's (Cinema/ Sports/ Kids) on Sky Go - can only watch basic free view channels.

Doesnt work on my mobile or laptop - have logged out and back in, have uninstalled and reinstalled - no change.

Have been on the phone for nearly 2 hours now - spoken to 9 different people across customer services/ billing/ Sky Go Team/ Mobile Team etc - everyone of them says its not them and transfers me on.

The last guy said he would escalate it but nothing he can do and is a "subscription issue"...

The message reads:

For your information

You need the relevant Sky TV subscription to watch this show.

Code: 1410

(On other channels it shows Code: 1310)

Can anyone help fix this?

I got a reply but when I opened the chat bubble it said no one was available. Tried a few times and now it's been closed.

I joined Sky for the Sky Go - I'm paying for something that I can't use and its been 2 weeks now and hours and hours and hours spent on the phone...

Re: Sky Go Error - 1410 & 1310

caesarome — Sun, 17 Sep 2023 12:40:17 GMT

@Chris1987

The chat invite you were sent isn't a live chat so what should have happened if they should have got back to you when they were available again so I have merged your post to your post from a few days ago and have alerted Sky again to your post so look out for it again over the next few hours.

Re: Sky Go Error - 1410 & 1310

Chris1987 — Mon, 18 Sep 2023 17:00:27 GMT

I have not had a message for a chat option to dicuss the issue - please can you advise?

Re: Sky Go Error - 1410 & 1310

caesarome — Mon, 18 Sep 2023 18:45:14 GMT

@Chris1987

As they have't contacted you it would be quicker now to call:

150 is the free number to use from a Sky Mobile or Sky Talk phone otherwise under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:

https://www.sky.com/help/home

RE: 1410

Chipboards — Sun, 22 Oct 2023 10:28:36 GMT

I am 80 years old and have subscriibed to ICC Mens Cricket for the duration of the competition £14.

I am trying to watch on my phone/laptop while visiting my daughter, without success as keep getting an error on both devices:

The message reads:

For your information

You need the relevant Sky TV subscription to watch this show.

Code: 1410

I'm new to the community and still feeling my way around.

Funny all was ok yesterday.

Can anyone help please?

Thank you.

Re: RE: 1410

caesarome — Sun, 22 Oct 2023 11:19:34 GMT

@Chipboards

Welcome to the Sky community.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
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: RE: 1410

Addie15 — Sun, 22 Oct 2023 11:22:40 GMT

Hi there! Thank you for escalating this. We have sent an invite to Chipboards.

Re: RE: 1410

Mr+Flibbles+86 — Tue, 24 Oct 2023 11:26:08 GMT

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

Re: Sky Go Error - 1310 & 1410

Sickle90 — Mon, 11 Nov 2024 16:50:38 GMT

I'm having the same issue with my sky go have kids and movies with whole home but can't watch the packages I've tried the live chat that just tells me I don't have an active subscription although I do

Re: Sky Go Error - 1310 & 1410

caesarome — Mon, 11 Nov 2024 17:14:54 GMT

@Sickle90

Would you like Sky's messaging team to contact you via here about this, it will be in the form of a private message that will appear at the bottom of this page if you do.

Re: Sky Go Error - 1310 & 1410

Sickle90 — Tue, 12 Nov 2024 07:27:56 GMT

Morning, yes please that would be great thank you

Re: Sky Go Error - 1310 & 1410

lettice — Tue, 12 Nov 2024 08:15:17 GMT

@Sickle90

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky Go Error - 1310 & 1410

Mr+Flibbles+86 — Tue, 12 Nov 2024 08:31:50 GMT

Thanks for escalating this. We’ve sent an invite to @Sickle90 to chat.