Error codes - 1413, 1310, 1313-ih, 403

[Eamonn-brainbox]

I have a sky account. A few days ago, on my sky go application i started getting "access from this household is restricted".

I thought maybe I had reached my device limit, when I click on the "remove device" button, nothing happens.

When I try and rename the device, it gives the error "your device name could not be changed right now".

I tried again on my laptop on sky go from the same network as my sky box, I got "error code 1313-ih".

I tried ringing sky customer service, but they couldn't help. They said maybe a VPN issue but I don't use a VPN.

Does anyone know any other steps I should try?

[Eamonn-brainbox]

A bit more information.
When try to remove the device, i can check the developer tools on my browser and i get: 
Device Management service error: 500 - devices.dcm.error.

this, to me, implies that there is a server error on the sky servers.

[caesarome]

@Eamonn-brainbox 

Have you made any changes to your TV package recently especially downgrading ?

[Eamonn-brainbox]

No I've not made any changes to my Sky package,  home network nor to my Internet connection at all. 

[caesarome]

In that case I'm afraid you will need to speak to Sky about this, give them the error code and tell that that it is saying your household is blocked when using the app.

[Ian+j+wood]

I to have the dreded 1413 code on my sky go, after 4 phone call totaling 3.5 hours and brrn fobed off with ever solution they could think of I amthis  told the ONLY way to fix this is to upgrade at my expense to Sky Q from my faithful HD box. So with out warning they have stopped my sky go from working and are forcing me to upgrade. Great customer service after over 25 years of subscription. 

[caesarome]

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@Ian+j+wood wrote:

I amthis  told the ONLY way to fix this is to upgrade at my expense to Sky Q from my faithful HD box. So with out warning they have stopped my sky go from working and are forcing me to upgrade.

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If that is what they have told you then that is really poor as this error isn't anything to do with your HD+ box so the error itself could still be present is you upgrade to Sky Q.

[Lola271]

My Mum's account is now displaying the 1310 code when on Sky Go.  She cannot remove any device, has phoned 3 times and been through various departments.  She tried again tonight and spoke to 3 departments and has been told to give 5 working days for it to be fixed.  Anyone else had this fixed at all?

[Lola271]

Actually it's 1413 code when trying to play sports and 1313 when trying cinema

[Ian+j+wood]

Code 1413 update, I am now 4 weeks in to this and as requested I now have SKY Q, It didnt fix the problem. After 3 more calls to Sky and repeating the problem to at least 10 people and been told each time a ticket will be raised to the mystical APPS team and waiting the alloted number of days Ihave managed to contact the Customer priortiy team who say they will raise another ticket and get back to me on Tuesday. I will wait and see.

[Lola271]

Hi there

Thanks for your reply.  I think Mum's on call no 7 & 3 weeks in.  She has had Sky Q  for a fair few years.  Good luck with it and keep us updated.  I would really appreciate this!

[Ian+j+wood]

Another update.  I phones the "Customer Priority Team"  and I am now told that there is a known Fault in the Sky Go App / system and the team are working on this but it will not be fixed untill the next update ( no time scale given ) I asked why this infomation has not been made public at least to all the peaple who have put requests for help on there own forum pages. I tell them that I would post this infomation on here and there was not asked not to. I now have to wait until next week for a call back . 

[Alan283]

I've experienced error code 1413-IH since 3rd September, been given the complete runaround by the call centre staff none of which seem to know whats causing the issue, Ive been asked to delete0 then reinstall the app on all my devices 3 times, changed my email, attempted to remove devices in settings which i or Sky can't do and in settings it clearly shows i was lasdt able to access ASky go pn 3rd September 2025 whcjh is'nt stricly true as when i now access sky go I can watcg BBC, 1 and 2, ITV 1 with no issue, channels like Discovery, Quest etc I can only watch on plus 1 channels but I can't access any sky channels unlrss they're among the highlighted channels on the sky go home page.

Im over 8 hours of telephone calls into this now, has anyone actually been advised what the issue is?.

Just spent another hour on the phone with the call centre explaining everything again, was then apparently passed to the technical team, explained everything again, put on hold a couple of times then advised it was the first time they had heard of this issue.

Getting the feeling I'm wastin g my time now, anyone else know whetfre to go afterr 10 weeks of this

[borofanuk]

Same issue for me. This seemed to start when Microsoft had DNS issues. Related?