topic Sky go not working on any device in Sky Go

Sky go not working on any device

Sgpython8 — Wed, 11 Dec 2024 15:06:18 GMT

Hi I have been trying to use Sky go on an apple tv, ipad and macbook for days now but no success. I can access the app on all devices and browse channels/content but when I go to play/download I get the same error message of "Because of a technical issue, you cannot watch this content. Please try again later". This comes up on my iphone, ipad and apple tv. On my macbook I get the message "We found an issue with your account. Don't worry, out Customer Services team can help - give them a call. Code: 1413". When trying to download something on macbook it gave the same error except with code:1313. However, it seems just trying this again I don't even have the option to download to computer/ipad/iphone. No devices allow option to download and only to sky box.

I have tried all steps of turning off/on, sign in/out, delete/reinstall apps so please do not suggest that. I also can't seem to manage to remove devices from sky go access. I click remove and just nothing happens. It also doesn't let me edit the name of the associated devices.

Re: Sky go not working on any device

caesarome — Wed, 11 Dec 2024 16:26:48 GMT

@Sgpython8

Try signing out of the app then reboot your device and the sign back into the app.

If that doesn't work then try linking your Sky ID to your account, help on doing this can be found here:

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

Re: Sky go not working on any device

Sgpython8 — Wed, 11 Dec 2024 16:48:34 GMT

Hi i have tried every way of rebooting/restarting/reinstalling/re-signing in and has not helped on any device.

My account is already linked as I can see the account number on my sky app. (Regardless the link for help with linking accounts isn't accurate/completely out of date. It doesn't help whatsoever for anyone who tries)

Still no luck

Re: Sky go not working on any device

caesarome — Wed, 11 Dec 2024 17:09:16 GMT

@Sgpython8

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 not working on any device

Mr+Flibbles+86 — Thu, 12 Dec 2024 10:20:40 GMT

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

Re: Sky go not working on any device

Skybluesnowy — Fri, 13 Dec 2024 20:30:29 GMT

I'm so sorry this is happening to you, but kinda glad it's happening to someone else as I thought it was just me. Everything working just fine with me until Monday, now I get the exact same problemon multiple devices. I've done all the obvious and have spent hours on the online chat and phone with the 'experts' trying to debug. No one from Sky seems to know how to fix this. Worryingly, none of the Sky staff I've spoken to seem to acknowledge it as a wider problem. I keep getting told to logout, uninstall, try again tomorrow. Sorry I can't help, I just wanted to let you know that it's not just you, and I really hope if you get it resolved, you'll post a fix on this thread. If I can get it resolved I'll do just that.

Re: Sky go not working on any device

Jasss1 — Sat, 14 Dec 2024 19:58:17 GMT

Having same issue on a few channels.. bbc 1 and 2 don't work and few international channels.. keep getting your device is registering message.. raised it with sky who put the issue to the apps team.. still not resolved after trying everything

Re: Sky go not working on any device

caesarome — Sat, 14 Dec 2024 20:16:19 GMT

@Jasss1

Probably a long show but do you use a VPN and if you do what happens if you disable it ?

Re: Sky go not working on any device

Wolfsbyte — Sun, 15 Dec 2024 17:09:24 GMT

Hi,

I have this error message too. On both my tablet and laptop. I have uninstalled, restarted (laptop) and reinstalled the SkyGo App.

Any updates or solutions?

Re: Sky go not working on any device

Sgpython8 — Sun, 15 Dec 2024 17:24:51 GMT

I was referred to the live chat as you can see. From here I was told to call for a resolution. Spent hours on the phone being transferred loads of times where no one could fix it. Initially I had to make my account the primary user so that I could then have access of removing sky go devices in the manage devices tab/section. However, this did not work and the experts themselves on the phone could not do it. This was on Friday. They said they have raise a complaint and should be fixed in 48 hours. Then IF fixed I could remove all devices then re-add them and see if that helps my sky go issue.

However, so far the help from sky has been disgustingly bad. Hours on phone/on hold and transferred to so many incorrect departments with no solution. Absolutely horrid so far. Will post a message in here if I resolve it. However, please let me know if you manage to fix it.

Re: Sky go not working on any device

Mr+Flibbles+86 — Mon, 16 Dec 2024 08:46:44 GMT

Hi there @Wolfsbyte , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky go not working on any device

Skybluesnowy — Wed, 18 Dec 2024 09:28:02 GMT

@Sgpython8 @Wolfsbyte Did either of you get your issues resolved? Coming up to two weeks with the problem, one online chat, three phone calls I'm still unable to access anything on the Sky Go and Skysports app - and absolutely no update from Sky support. Probably will have to cancel Sky if they aren't going to fix the issue. Just wanted to check with you two to see if you'd had any joy?

Re: Sky go not working on any device

Wolfsbyte — Wed, 18 Dec 2024 21:09:18 GMT

Hi,

Currently in talks with chat who are sending it to another department. Been about 2 weeks myself. I can watch everything on my Sky Box but nothing on Sky Go. PC gives me the error code, android technical error. Get a big nope from games console too. I can log in but not view an programme at all. Been told to wait but will get an update in 3 days.

Re: Sky go not working on any device

Jasss1 — Wed, 18 Dec 2024 21:30:03 GMT

Hi, issue not resolved. There seems to be real lack of any support or effort from Sky to resolve this issue. Finally just got fed up and lost hope.

Re: Sky go not working on any device

Skybluesnowy — Fri, 20 Dec 2024 09:27:05 GMT

So sorry about that @Jasss1 Much the same here. on Saturday I was told they would get back to me 'by Wednesday at the latest'. It's Friday and not a peep, and Sky Go still not working. I'll update this thread if I ever get a fix.

Re: Sky go not working on any device

Wolfsbyte — Tue, 31 Dec 2024 19:05:31 GMT

I was talking to an agent over christmas waiting for a response and now the chat bubble has gone. No sorry we are closing the ticket, no email notification. The problem still hasn't been fixed. It was one if the benefits of staying with sky being able to use sky go as I had a subscription. Not happy at all

Re: Sky go not working on any device

Sgpython8 — Tue, 31 Dec 2024 19:14:49 GMT

Hi everyone sorry for the delay. I can say that I have had my issue resolved. Read the original post for context on my problem. Overall the problem was fixed by removing all associated sky go devices and then re-adding them. However, Sky themselves had an issue where users couldn't remove devices and they couldn't either. After multiple calls for hours someone managed to help and remove the devices. From there it seems the issue is fixed. Only issue is sky go app on any device just has so many bugs and errors. Like certain channels having an error after watching for a minute or so. Sky need to invest heavily into a better technial team. Additionally the help from sky customer support on the phone is disgustingly bad. Except the one person who helped me it seems no one knows how to fix anything, don't know how to transfer you to the correct team, don't communicate with each other and most of all take forever to help. It's honestly disgusting from sky and they're absolutely horrible as a company. They will squeeze every penny out of customers and refuse to actually help or do anything to improve. If you manage to have a good time then I am happy for you. However, if you can move to another service for your TV/entertainment needs then I strongly suggest you do. Sky is terrible but unfortunately we haven't got much choice. I hope sky go bust so other companies can come in and give competition. Sorry yeah overall get your sky go devices removed, re-add them and try again. And in terms of sky... just leave them if you can.

Re: Sky go not working on any device

Skybluesnowy — Wed, 01 Jan 2025 10:33:12 GMT

Thanks for the update @Sgpython8 . I'm pleased you've (sort of) got the problem fixed. I too have had a nightmare - over 3 weeks now, 4 lenghty phone calls, one online 'chat' and similarly to you, got passed from one person to the next with no one being able to remove devices. I keep telling them to just reset my account but they say 'that's the last resort' and 'someone will be in touch shortly'. As yet, no one has got in touch, no phone calls, no emails, no offer for a reduction in subscription - nada. Clearly they have no idea what the issue is, and if they do, they have no interest in fixing it. I'm going to give them the grace of Xmas and New Year week, but if this isn't solved by this time next week my next call will be to cancel. Damn shame as up until a few weeks ago everything was flawless.

Re: Sky go not working on any device

Wolfsbyte — Tue, 25 Feb 2025 21:07:01 GMT

Hey all.

Thought I would give a quick update.

Still cannot fix my issue. After hours on the phone, changing sky password, reinstalling SKY GO, restarting my tablet, restarting my internet. taking off and placing back on SKY GO EXTRA and updating my SKYQ.

On my last call I was told I cannot get access to SKYGO because I do not have multiscreen, even though I should get limited access just by having a subscription (which I have). I have talked to friends and they still can access SKYGO with no multiscreen and just their subscription.

I don't usually make complaints but I have had to on this occassion.

Re: Sky go not working on any device

Skybluesnowy — Tue, 25 Feb 2025 22:02:39 GMT

I'm afraid I just gave up and left Sky. They clearly had no idea how to fix the issue and it sounds like it is ongoing. Bad form for such a big company. 5 phone calls in all, no apology, no offer for compensation. Hope you guys get sorted in the end