topic Re: Sky go error something went wrong your device needs to be authorised in Sky Go

Sky go error something went wrong your device needs to be authorised

Hamface — Mon, 08 Jan 2024 19:09:45 GMT

Hi, for some unknown reason both my iPhone and iPad no longer works with sky go, seem to get the tv guide up, but when I click on live channels I get a message which reads "sorry something went wrong your device needs to be authorised, please ensure it's connected to the internet and try again "

both phone and iPad have no internet issues

can anyone help. I've also gone through the sky recommend steps of deleting app and re downloading it with no success

Re: Sky go error something went wrong your device needs to be authorised

caesarome — Mon, 08 Jan 2024 19:24:52 GMT

One thing you could try is delete the registed device here:

https://www.sky.com/myaccount/tv/manage-devices

And then to get it registered again you will need to watch something so try a live channel like 106 or 107 and watch a few minutes of it if you can.

Re: Sky go error something went wrong your device needs to be authorised

Hamface — Mon, 08 Jan 2024 20:05:51 GMT

Hi, tried this several times and I have the same isssue

Re: Sky go error something went wrong your device needs to be authorised

caesarome — Mon, 08 Jan 2024 20:09:36 GMT

@Hamface

To see if they can help you with this I have escalated your post to the Sky Messaging team who should be in touch with you tomorrow morning 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 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 will 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 something went wrong your device needs to be authorised

Lisa-P1987 — Tue, 09 Jan 2024 10:18:33 GMT

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

Re: Sky go error something went wrong your device needs to be authorised

Addie15 — Fri, 12 Jan 2024 08:55:33 GMT

Update-We are closing this session now after not receiving further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

Re: Sky go error something went wrong your device needs to be authorised

Barkey596 — Sun, 09 Jun 2024 17:55:09 GMT

Poor response! Why do I have to wait for a superuser to forward this? In this day and age, with the amount I pay sky I expect better service. Seriously considering getting rid of sky due to very poor customer service in last few years.

I’m an adult. Badges dont cut it any more, I would like some actual service from sky for a change!

Barkey596 — Sun, 09 Jun 2024 17:58:11 GMT

Sky user service is a joke

Re: I’m an adult. Badges dont cut it any more, I would like some actual service from sky for a chang

GD1 — Sun, 09 Jun 2024 18:02:10 GMT

@Barkey596 This is a customer helps customer forum, so like you we are all customers Please take sime time to read how the forum works.

https://helpforum.sky.com/t5/About-Sky-Community/ct-p/Members

Re: Sky go error something went wrong your device needs to be authorised

Hamface — Sun, 09 Jun 2024 18:13:48 GMT

Couldnt agree more, you used to be able to speak to someone, the fact they use a customer forum to help with issues is an absoloute joke !!!!

Re: Sky go error something went wrong your device needs to be authorised

caesarome — Sun, 09 Jun 2024 18:29:49 GMT

Although it has been a while @Hamface what was the result of the chat you had with Sky back in January if your issue is ongoing ?

Re: Sky go error something went wrong your device needs to be authorised

MarkGoldsmith — Sun, 09 Jun 2024 18:31:28 GMT

@Hamface wrote:
Couldnt agree more, you used to be able to speak to someone, the fact they use a customer forum to help with issues is an absoloute joke !!!!

You can speak to people you just have to phone Sky.

The customer forum is designed because there are a number of "problems or issues" that users can resolve themselves, for which reading the Sky Help documentation or posting on the forum so other customers can point you towards the correct page is useful. This saves customers in those situations a lot of time as they can potentially resolve their issue at any time suitable to them.

If the community didn't exist imagine how long you would need to be on hold for on the phone just to get through to Sky, as there would be even more customers calling in.

Re: Sky go error something went wrong your device needs to be authorised

Mark39 — Sun, 09 Jun 2024 18:55:54 GMT

@Barkey596 wrote:

Poor response! Why do I have to wait for a superuser to forward this? In this day and age, with the amount I pay sky I expect better service. Seriously considering getting rid of sky due to very poor customer service in last few years.

If you want an immediate response, just call. Simple.