Code: 1410

[IAG2023]

Whenever I try to play anything on Sky Go on my laptop it gives me the following message:

'You need the following Sky TV subscription to watch this show. Code: 1410' (when trying to watch terrestrial tv) OR 'You need the following Sky TV subscription to watch this show. Code: 1310' (when trying to watch Sky Atlantic).

I have a Sky subscription that includes Sky Atantic so I don't know what the problem is. I previously used a different log in a few years ago but I have since uninstalled the Sky Go app and reinstalled it and I have changed my username/password a couple of times but to no avail. Any suggestions welcome. Thanks.

[caesarome]

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@IAG2023 wrote:

I have a Sky subscription that includes Sky Atantic

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Do you have the Sky Signature package on your account or the old Boxset one is you have been with Sky for a while because while you can view the live Sky Atlantic channel content from the Boxset section would require either of these packages.

[IAG2023]

Thanks @caesarome. I have a Sky signature package. Presumably I should be able to watch terrestrial tv on Sky Go even if I don't have the boxset package?

[caesarome]

The Sky Signature package includes boxsets so are you sure you are signed into the app with the correct username and password ?

[IAG2023]

Yes, I changed my username and password and I've signed out and logged in again numerous times, but I still see the same message unfortunately.

[caesarome]

My guess is that you are using the wrong login details so to get you some help with this I have escalated your post to the Sky Messaging team who will 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:
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 have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[Addie15]

Hi, thank you for escalating this. We have sent an invite to IAG2023.

[Addie15]

Update-We are closing this chat session now, due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[IAG2023]

Could you re-escalate this please? I sent some details via Community Messaging but I never heard back. 

Thanks.

[caesarome]

I have done this for you @IAG2023 

[Lisa-P1987]

Thank you for escalating this. We have sent IAG2023 another invite to chat 🙂 
 

[AlbertoA]

Hi,

I have exactly the same issues, same subscription as the OP. I checked if my IDs is correct by logging into sky.com and looking at the bills page. Could someone please escalate this?

Cheers

[caesarome]

@AlbertoA 

To get you some help with this I have escalated your post to the Sky Messaging team who will 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:
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 have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[Addie15]

Hi there, thank you for escalating this. We have sent an invite to AlberoA.

[Mr+Flibbles+86]

Update - After a private chat with AlbertoA the issue has been resolved