Phone not connecting to Sky Q box through Sky GO

[dj060576]

Recently, my Sky Go app will not connect to my Sky Q box. It always came up as Sky Q disconnected in a blue box. I tried to delete and re-install the App have signed in and selected Connect to Sky Q box, but I do not have the Recordings tab anymore. All other phones in my household with Sky Go on can connect no problem. Any tips?

[Kenny-J]

Do you have multiscreen?

What are they other device> Android/IOS?

What software is the Ipad on?

What version of Sky Go are you using? 

Thanks

Kenny-J

[dj060576]

Yes I have multi screen, all other devices are able to use Sky Go features. IOS14.4.2 and Skygo 21.3.1

[Kenny-J]

@dj060576  

Can you do the checks below and answer the questions please?

1 - On your device you use Sky Go on, check the device is permitted to connect to local devices. You can check this by going to Settings > Privacy > Local Network > Sky Go - toggle should be “ON”.

Y/N

2 - Ensure that you don't have a VPN in use on the device? If you do, please turn this off and check to see if Sky Go connects to the Sky Q box. VPN in use Y/N?

3 - Confirm you have Multiscreen subscription? Y/N

4 - Within the Sky Go app, check that you have "Connect to Sky Q box" setting set to "ON" Y/N?

[sport9]

I have the same problem with sky go app version 21:5:3, won't connect to sky Q box, but it used to. Have run trough these checks and all good. Anymore suggestions? Do we need to wait for a fix for the app?

[Chris868686]

I don't have multiroom but I have Sky Go Extra as part of being with Sky VIP... and still cannot get my Q box to connect to my device??

Why would I be rewarded Sky Go Extra from Sky VIP if I don't have multi room ???

[caesarome]

You don't need multiscreen to get Sky Go Extra via Sky VIP.

[Chris868686]

No, I was rewarded Sky Go Extra on Sky as a reward on Sky VIP, so yes I do in fact have Go Extra on my account.

[caesarome]

I was asking your "Why would I be rewarded Sky Go Extra from Sky VIP if I don't have multi room ???" question and was saying that Sky gives us Sky Go Extra as a VIP reward even if we don't have multiroom on our accounts.

[Kenny-J]

@Chris868686 Viewing your Sky Q recordings and channels from Sky Q in the home, you require Multiroom to do this. Sky Go Extra just gives you the ability to download content to your device, when you get Multiroom you also get Sky Go Extra but the 2 are not exclusive as you got Sky Q as a VIP customer, like yourself. Only having Multiroom is the requirement to view your Sky Q recording on your device when on the home network.

That is why the recordings button on Sky Go is not showing on your device.

Kenny

[Lawnman]

I was unable to connect Sky Go on an iMac to my Sky Q box when connected via WiFi to a Powerline Adapter and Extender. When I connected via WiFi direct to my Sky hub it connected to the Sy Q box immediately. 

[Neil+1984]

I have multi room with sky Q box etc. When I used to have sky broadband as well I was always able to watch the recordings from my sky q box on sky go. I switch internet to virgin and since then even though I can watch live tv and downloads etc it will not find the box to view the recordings.  I have checked both settings and they are correct, turned my iPad and sky q box off and back on again with no luck. Can someone please help me 

[jackismee1]

I have multiroom on sky q which is active and working but still can't connect to my Sky Q box from the sky go app. I've tried all the instructions and uninstall Ed and reinstalled numerous times but still doesn't work. 

[caesarome]

What is happening @jackismee1 ?

Any error messages and if so what does it say ?

[jackismee1]

@caesarome  no error message. no tab at bottom of app to connect to sky q box.  Only tabs available are home, tv guide, browse & downloads