Saying upgrade subscription on Sky go

[PDR54]

Hi, we have just had Sky tv,broadband and phone installed. Whilst waiting for installation we started watching a couple of series on Sky Atlantic via Sky go on the iPad. All of a sudden we can't access these and just get an error message about upgrading the subscription. I'm sure Sky Atlantic was one of the channels on our tv essentials package. We did not go for movies or sport, but expected the general sky channels to be accessible. Please advise.

[caesarome]

While you wait for installation you get free access to all available content that the app has to offer, having said that you should be able to access the content you are trying to view with whatever package you have 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.

[PDR54]

Thank you. I will wait to hear from them.

[Laing1]

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@PDR54 wrote:

Hi, we have just had Sky tv,broadband and phone installed. Whilst waiting for installation we started watching a couple of series on Sky Atlantic via Sky go on the iPad. All of a sudden we can't access these and just get an error message about upgrading the subscription. I'm sure Sky Atlantic was one of the channels on our tv essentials package. We did not go for movies or sport, but expected the general sky channels to be accessible. Please advise.

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@PDR54 whilst waiting for Sky to contact you the link below shows what channels you get if you are on the Sky TV Essentials package 

https://www.sky.com/help/articles/tv-essentials

[caesarome]

@PDR54 

I have just noticed you said you are on the Essentials package as this doesn't give you access to either the Sky Atlantic channel or boxset content I'm afraid.

[PDR54]

Hi, I have checked and we have Sky Q?

[caesarome]

The type of Sky box doesn't come into it as it is the package you are that is important here and the essentials one is as per the link posted by @Laing1 and as you can see the channels you can access are the free to air and free to view ones only and not any of the pay channels like Sky Atlantic.

[Lisa-P1987]

Thanks for the escalation, as you have mentioned, the TV Essentials pack does not get access to the full sky go subscription, even in the pre install stages due to the package type. 

If further support is required we can go ahead and invite to a chat but I believe the Oracles/Superusers have solved the issues already.