Sky Go Error 50-7 after moving to sky broadband

[JenMcStan]

I renewed my sky package which includes sky go extra, along with adding sky broadband from BT. The moment I ended the call, my sky go app stopped playing all sky content eg movies when connected to the BT Wi-Fi.

i called support and they told me it was because of the future Wi-Fi move and it would re-start once the broadband moved to sky (this was not mentioned at the time).

im now 8 days into the new sky broadband and I'm still getting the 50-7 error when trying to play back recordings from my a box. Live play is working fine on Wi-Fi.

ive logged out and uninstalled the app but no luck.

[caesarome]

@JenMcStan 

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 will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours.
This isn't a live chat so replies are not instant.

[Mr+Flibbles+86]

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

[JenMcStan · Accepted solution]

Worked out the answer - the movie I was trying to play to see if it still works was recorded to the box in UHD. Downloaded it again in HD and it's playing fine now through sky go. Shame the error message didn't just say 'this is UHD and can't be played'.

I'll start a new thread related to UHD programmes not playing on the mini boxes, despite the guides saying it'll play back in HD on the other boxes. Means I can't continue room to room.