Sky Go Extra Added But Won't Work

[WhereInSussex]

5 days ago I had Sky Go Extra added to my account.  I can see it on the bill.

Every day I have tried to view recordings on my phone.  I have logged out, logged in, cleared cache, cleared data, uninstalled, reinstalled, tried from my laptop (all whilst connected to same wifi as Sky Q box).  Nothing found.

I have gone to Sky Q Box>Home>Settings>Status>Watch via Sky Go (Your Sky Q box is not enabled to connect to Sky Go)>Reactivate>Confirm and it just goes back to "Your Sky Q box is not enabled to connect to Sky Go".

I've disconnected from wifi, reconnected, I've reset the router, I've unplugged the Sky Q box.  Nothing.

I phoned Sky technical support, on phone over 30 mins, three different people.  Unable to resolve, try again in 24 hours.

Help!

[caesarome]

@WhereInSussex 

There is also a setting on the app that might need to be turned on, have you checked this as well ?

[WhereInSussex]

Oh yes, I forgot to say I've been switching that off and on again and no joy!

 

[caesarome]

What device is the app installed on ?

[WhereInSussex]

Samsung Galaxy S23 and a Windows 10 PC.

[caesarome]

Do you have multiscreen on your account as this is required for you to access your recordings.

[WhereInSussex]

I had Sky Go Extra added as I only have 1 TV.

The Sky Go is working fine and has done for years. Last week I called and had Sky Go Extra added. 

[caesarome]

As I stated above it is multiscreen you need for this (and not Sky Go Extra) because even though you only have your main Sky Q box you are using the two devices to both view your recordings and you can also stream channels from the app like those from the BBC and this is why Sky insist that multiscreen is on the account before you are able to do this:

https://www.sky.com/help/articles/watch-sky-in-different-rooms

[WhereInSussex]

So what does the £5 a month get me then?

https://www.sky.com/help/articles/what-is-sky-go-extra

Sky Q only: Out and about? No need to worry about missing your favourite shows, just set your box to record or download them to watch later.

How do I get it?

You’ll need a Sky Multiscreen or Sky Glass/Sky Stream Whole Home subscription, or you can pay the monthly cost to use it (Sky+ and Sky Q customers only)

[caesarome]

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@WhereInSussex wrote:

So what does the £5 a month get me then?

https://www.sky.com/help/articles/what-is-sky-go-extra

Sky Q only: Out and about? No need to worry about missing your favourite shows, just set your box to record or download them to watch later.

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As you can see from that link it doesn't allow you to directly access your recordings.

[WhereInSussex]

So before I had Sky Q and normal Sky Go. I could watch live on Sky Go or download a show from catch up and watch it on Sky Go.

I don't have Multiscreen, so I said to Sky "how can I access my Sky Go recordings (ie things not on catchup) and they said if you fmr have Multiscreen you pay £5 a month and you get Sky Go Extra which allows you to access your recordings" and the helpful chap on the phone put it on my account.

So what am I getting for this extra £5? On the link I posted it is clear:

Sky Go Extra takes Sky Go a few steps further

...

Sky Q only [yes]: Out and about? [Yes] No need to worry about missing your favourite shows, just set your box to record or download them to watch later.