Watching sky on the Xbox has stopped

[AEPD16]

Hi so my son used to watch sky on his TV with his Xbox and would love in on it at his grandparents (we have virtually everything sky has to offer). However he tried the other day at his nans and it said I need to upgrade my package to sky go extra. 
I checked my emails and I had an email from sky saying they have removed my sky go extra as I requested, I absolutely have not requested this - why would I when I use it?! Unless one of the kids did it but at 4 yrs and 18 months I don't see how they would manage it. 
How do I get it back and how if it wasn't them did it get cancelled? Has something changed with Sky on how you watch sky go on other devices? We've been with them 2 years and never had an issue watching sky from other devices as my husband never wants to miss his sport either. 
so frustrated with it.

[GD1]

@AEPD16  You may need to call Sky to discuss this as we are all customers here.

[caesarome]

@AEPD16 

You don't need to call Sky if you don't want as I have escalated your post to Sky who will be in touch with you tomorrow regarding this via a blue bubble which will appear at the bottom of this page.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

[AEPD16]

Oh okay thank you! That's great, it's my first time on the sky community so thank you for your help! 

[petercushion]

Hi I have this same problem on my xbox. I'm a new customer and have full package so was expecting to be able to watch on my xbox but it says I need to upgrade. Can this be escalated please. Thank you.

[Lisa-P1987]

Thank you for escalating this. We have now sent an invite to chat 🙂

[Greenfingers001]

We are still looking to help you. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks 🙂 

[petercushion]

Hi I've just responded in the chat. Wasn't sure how this worked!