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

[Docscrubs]

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. 

[Anonymous]

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?

[caesarome]

@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

[Anonymous]

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

[caesarome]

@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.

[Anonymous]

Thank you.

[Lisa-P1987]

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

[Anonymous]

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. 

[Sarah409]

Did this get resolved. This happening to me

[SKY1992bf]

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@Sarah409 wrote:

Did this get resolved. This happening to me

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@Sarah409  which main sky platform do you have 

sky Q/+ or glass/stream

[Sarah409]

Hi, we have sky Q

[SKY1992bf]

@Sarah409  There's a known fault being worked on 

[Sarah409]

Ok thank you

[Stu240575]

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 🙃 

[caesarome]

@Stu240575 @Docscrubs 

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