topic Sky Go problems in Sky Go

Sky Go problems

Tiger+Cub — Wed, 11 Sep 2024 09:55:27 GMT

My Sky Go app will not work on my mobile phone. I have deleted the app and then reloaded it via the Apple store, but it still won't work. I'm getting the following when I try to watch a programme. "Sorry, something went wrong. Your device needs to be authorised. Please ensure it's connected to the internet and try again". I have tried again on numerous occasions, but it still doesn't work. My phone is connected to my Sky wi-fi.

Re: Sky Go problems

caesarome — Wed, 11 Sep 2024 12:16:00 GMT

@Tiger+Cub

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 so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

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 need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies are not instant.

Re: Sky Go problems

Lizpef — Wed, 11 Sep 2024 17:06:58 GMT

Having the same issue on android

Re: Sky Go problems

Lisa-P1987 — Thu, 12 Sep 2024 09:44:27 GMT

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

Re: Sky Go problems

Tiger+Cub — Fri, 13 Sep 2024 08:44:42 GMT

A Sky advisor has been in touch with me and resolved the issue. Apparently Sky Go does not support VPN, so you have to go into your phone settings and turn off VPN to use Sky Go. I hope that helps someone else.

Re: Sky Go problems

caesarome — Fri, 13 Sep 2024 09:12:25 GMT

@Tiger+Cub
Thanks for letting us know how it has been fixed.