topic Re: Sky not downloading to phone or tablet in Sky Go

Sky not downloading to phone or tablet

ginger5693 — Mon, 30 Sep 2024 22:46:26 GMT

Hi,

I never used to have a problem downloading from sky app to my phone. Phone is a Samsung S21. Recently bought a Samsung S9 tab.

Now getting the same error message any time I try and download a programme to watch offline. Tried logging into my husbands account. Same thing happens. Says : "Sorry, something went wrong" "An unknown error occurred, please try again"

I've tried clearing the cache, uninstalling and reinstalling. Making sure devices aren't connected, turning off Dex (I think). This is driving me mad and I'm off on holiday in 2 weeks and wanted to download some things to watch on the flight. I don't know why it used to work on my phone and now doesn't and has the same error as my tablet (which I hadn't tried downloading to before today). Please help!

Re: Sky not downloading to phone or tablet

caesarome — Tue, 01 Oct 2024 08:56:04 GMT

@ginger5693

Try linking your account:

https://www.sky.com/help/articles/sky-id-cant-access-all-my-services

Re: Sky not downloading to phone or tablet

ginger5693 — Tue, 01 Oct 2024 09:10:01 GMT

Thank you. I maybe didn't make it clear in my post as it was late 🤦🏻‍♀️. I can access SkyGo, I can watch stuff on my planner etc, I just can't download!

Re: Sky not downloading to phone or tablet

caesarome — Tue, 01 Oct 2024 09:15:37 GMT

To download you need Sky Go Extra on your account so have you go this on your account ?

Re: Sky not downloading to phone or tablet

ginger5693 — Tue, 01 Oct 2024 09:17:56 GMT

Yes, my husband and I have the same account and have everything! It was working on my phone but not now. I logged in with his details too and same error message.

Re: Sky not downloading to phone or tablet

ginger5693 — Tue, 01 Oct 2024 20:39:24 GMT

Does anyone know what I do next if still no resolution?

Re: Sky not downloading to phone or tablet

caesarome — Tue, 01 Oct 2024 21:16:53 GMT

@ginger5693

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you tomorrow 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 not downloading to phone or tablet

Addie15 — Wed, 02 Oct 2024 07:36:50 GMT

Hi there! Thank you for escalating this. We have sent an invite to @ginger5693.