topic Re: I can't watch Sky Sports, but have a subscription in Sky Go

Getting "please upgrade your subscription" on Sky Go for anything I try to watch

Docscrubs — Fri, 17 Jan 2025 14:08:44 GMT

This seems a fairly common issue, but none of the solutions I've seen in the forums have worked. I am a recent customer (signed up yesterday) for Sky Stream. We have bought all subscriptions possible bar "whole house". Everthing works fine from the puck to the TV. I'm trying to get Sky Go to play, well, anything (catchup or live for any channel) on my phone and always get the "please upgrade your subscription" message.

I have tried:

Installing Sky Go on different devices (one Android, one iPhone)
Installed the Sky Go PC app (and got the same message with the code 1310)
Checking everything on MySky matches on ID and email
Trying to log in with ID or email address at different times
Checking there are no orphan IDs on my account or password store
Installing and uninstalling the apps the multiple times
Clearing the app caches
Logging in and running Sky Go both inside and outside of my home LAN (in case it can't run on the same WiFi as the puck)
Trying it with a VPN to simulate another location outside the UK (worth a try)
Changing my email address on the account in case this was an issue (I was a Sky customer around 15 years ago last) and doing most of these steps again
Turning on and off and rebooting all different pieces of equipment in the chain

I even left it a day after the initial issue since I assumed there may be an overnight job to synch accounts and subscriptions with Sky Go.

I can't think of anything else to try.

Any suggestions gratefully received.

I can't watch Sky Sports, but have a subscription

Anonymous — Fri, 17 Jan 2025 10:06:25 GMT

I'm a Sky Stream customer, and I can watch Sky Sports on the Stream device but on any Sky Go I've tried (Mac, iPad, iPhone) I get the message

"You need the relevant Sky TV subscription to watch this show. Code: 1410".

Is there a way to get this enabled?

Re: I can't watch Sky Sports, but have a subscription

caesarome — Fri, 17 Jan 2025 10:15:17 GMT

@Anonymous

If this doesn't work we can arrange some help for you via here:

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

Re: I can't watch Sky Sports, but have a subscription

Anonymous — Fri, 17 Jan 2025 10:20:48 GMT

Thanks for the reply. I don't think that route is applicable here though, as my Sky iD is linked to the right account.

Re: I can't watch Sky Sports, but have a subscription

caesarome — Fri, 17 Jan 2025 10:25:57 GMT

@Anonymous

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 may not be instant.

Re: I can't watch Sky Sports, but have a subscription

Anonymous — Fri, 17 Jan 2025 10:28:12 GMT

Thank you.

Re: I can't watch Sky Sports, but have a subscription

Lisa-P1987 — Fri, 17 Jan 2025 11:43:40 GMT

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

Re: I can't watch Sky Sports, but have a subscription

Anonymous — Fri, 17 Jan 2025 13:50:37 GMT

The helpful person who reached out to me explained that it's related to https://helpforum.sky.com/t5/Sky-Go/Sky-go-TNT/m-p/4884385#M142393 and although that thread refers to TNT it does affect Sky Sports too, so I'll monitor that thread for updates.

Re: Sky Sports in my package not working on Go or Sports app mobile

Sarah409 — Fri, 17 Jan 2025 17:35:00 GMT

Did this get resolved. This happening to me

Re: Sky Sports in my package not working on Go or Sports app mobile

SKY1992bf — Fri, 17 Jan 2025 17:38:27 GMT

@Sarah409 wrote:
Did this get resolved. This happening to me

@Sarah409 which main sky platform do you have

sky Q/+ or glass/stream

Re: Sky Sports in my package not working on Go or Sports app mobile

Sarah409 — Fri, 17 Jan 2025 17:40:24 GMT

Hi, we have sky Q

Re: Sky Sports in my package not working on Go or Sports app mobile

SKY1992bf — Fri, 17 Jan 2025 17:41:53 GMT

@Sarah409 There's a known fault being worked on

Re: Sky Sports in my package not working on Go or Sports app mobile

Sarah409 — Fri, 17 Jan 2025 17:42:34 GMT

Ok thank you

Re: Getting "please upgrade your subscription" on Sky Go for anything I try to watch

Stu240575 — Fri, 17 Jan 2025 18:24:47 GMT

Im getting the same issue on mine just says please upgrade but all freeview channels work.

I have been trying to sort out for 3 days now 🙃

Re: Getting "please upgrade your subscription" on Sky Go for anything I try to watch

caesarome — Fri, 17 Jan 2025 19:27:17 GMT

@Stu240575 @Docscrubs

There is a known fault which is being worked on. There is no timescale for a fix at present.

Re: Getting "please upgrade your subscription" on Sky Go for anything I try to watch

Julie208 — Fri, 17 Jan 2025 20:56:16 GMT

I've got the same issue I've been on the phone to sky most of the day yesterday but still not fixed

Re: Sky Sports in my package not working on Go or Sports app mobile

Bs199213 — Sat, 18 Jan 2025 09:41:02 GMT

Did this get resolved as I am having the same issue too?

Re: Sky Sports in my package not working on Go or Sports app mobile

SKY1992bf — Sat, 18 Jan 2025 09:44:32 GMT

@Bs199213 @Sarah409 Can you confirm it's sky sports you have issues with and not TNT sports

Re: Sky Sports in my package not working on Go or Sports app mobile

Bs199213 — Sat, 18 Jan 2025 09:53:06 GMT

Just sky sports. Can view it on my Sky Q, but not working on either the Sky Sports app or the Sky Go app

Re: Sky Sports in my package not working on Go or Sports app mobile

Sarah409 — Sat, 18 Jan 2025 09:56:30 GMT

No it is Sky Sports.