Sky Go Error - 1310 & 1410

[Chris1987]

Have Sky Stream, have Movies/ Kids/ Sports/ Cinema etc added to it.

Been using it and Sky Go for the last 4 months without issue.
In the last 2 weeks I have been unable to watch the extra's (Cinema/ Sports/ Kids) on Sky Go - can only watch basic free view channels.

Doesnt work on my mobile or laptop - have logged out and back in, have uninstalled and reinstalled - no change.

Have been on the phone for nearly 2 hours now - spoken to 9 different people across customer services/ billing/ Sky Go Team/ Mobile Team etc - everyone of them says its not them and transfers me on.

The last guy said he would escalate it but nothing he can do and is a "subscription issue"...

The message reads:

For your information

You need the relevant Sky TV subscription to watch this show.

Code: 1410 

(On other channels it shows Code: 1310)

Paying for a service that isnt working, joined Sky for Sky Go because of how much I am away, 2 hours wasted being passed from one incorrect team to another just to be told in the end "no idea, will escalate it and we might be able to fix it"

Although being passed around is incredibly annoying I have to say that each member of staff was very polite but they all gave me different answers as to the issue and no one reads the "Notes" the prev agent said they were leaving...

Can anyone help fix this?

[caesarome · Accepted solution]

@Chris1987 

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:
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.

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Chris1987 an invite to chat.

[Tom-W19]

Hi @Chris1987 

A private chat was started but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

[Chris1987]

Have Sky Stream, have Movies/ Kids/ Sports/ Cinema etc added to it.

Been using it and Sky Go for the last 4 months without issue.
In the last 2 weeks I have been unable to watch the extra's (Cinema/ Sports/ Kids) on Sky Go - can only watch basic free view channels.

Doesnt work on my mobile or laptop - have logged out and back in, have uninstalled and reinstalled - no change.

Have been on the phone for nearly 2 hours now - spoken to 9 different people across customer services/ billing/ Sky Go Team/ Mobile Team etc - everyone of them says its not them and transfers me on.

The last guy said he would escalate it but nothing he can do and is a "subscription issue"...

The message reads:

For your information

You need the relevant Sky TV subscription to watch this show.

Code: 1410 

(On other channels it shows Code: 1310)

Paying for a service that isnt working, joined Sky for Sky Go because of how much I am away, 2 hours wasted being passed from one incorrect team to another just to be told in the end "no idea, will escalate it and we might be able to fix it"

Although being passed around is incredibly annoying I have to say that each member of staff was very polite but they all gave me different answers as to the issue and no one reads the "Notes" the prev agent said they were leaving...

Can anyone help fix this?

I got a reply but when I opened the chat bubble it said no one was available. Tried a few times and now it's been closed.

I joined Sky for the Sky Go - I'm paying for something that I can't use and its been 2 weeks now and hours and hours and hours spent on the phone...

[caesarome]

@Chris1987 

The chat invite you were sent isn't a live chat so what should have happened if they should have got back to you when they were available again so I have merged your post to your post from a few days ago and have alerted Sky again to your post so look out for it again over the next few hours.

[Chris1987]

I have not had a message for a chat option to dicuss the issue - please can you advise? 

[caesarome]

@Chris1987 

As they have't contacted you it would be quicker now to call:

150 is the free number to use from a Sky Mobile or Sky Talk phone otherwise under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:

https://www.sky.com/help/home

[Chipboards]

I am 80 years old and have subscriibed to ICC Mens Cricket for the duration of the competition £14.

I am trying to watch on my phone/laptop while visiting my daughter, without success as keep getting an error on both devices:

The message reads:

For your information

You need the relevant Sky TV subscription to watch this show.

Code: 1410 

I'm new to the community and still feeling my way around.

Funny all was ok yesterday.

Can anyone help please?

Thank you.

[caesarome]

@Chipboards 

Welcome to the Sky community.

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:
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 Chipboards.

[Mr+Flibbles+86]

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

[Sickle90]

I'm having the same issue with my sky go have kids and movies with whole home but can't watch the packages I've tried the live chat that just tells me I don't have an active subscription although I do

[caesarome]

@Sickle90 

Would you like Sky's messaging team to contact you via here about this, it will be in the form of a private message that will appear at the bottom of this page if you do.

[Sickle90]

Morning, yes please that would be great thank you