Sky Go Extra not working on PS4

[Drood]

I asked for Sky Go Extra to be added to my package at the beginning of this month so I can watch Sky on my PS4.  However, despite being able to log on to my account I get a message saying that I need Sky Go Extra to be able to watch it

I've phoned Sky but they were unable to fix the problem, therefore I asked that Sky Go Extra be removed from my package.  They have been unable to do that either as it is still on my bill so I'm paying for something which they've confirmed I can't use.

I'd appreciate any help in getting this to work on my PS4.

[MarkGoldsmith]

It would likely take 31 days for Sky Go Extra to be removed I would have thought as that's the general notice required for any add-on.

[Drood]

That would make sense, but the three Sky employees I've spoken to on the phone have said it's a technical problem. 

[caesarome]

Technical problem or not your 31 days notice will start today if that is when you spoke to them.

[Drood]

That would be the 5th February then

The series of events was me asking them to remove it from my package as they could not fix the PS4 problem.  Operator 1 saying they would but there was a technical issue and then would ring me back in three days time as it would take 72 hours for the removal to take effect.

Call back in 3 days time.  Still not resolved.  Someone else will call back in another 3 days time.  Call never happens.

I call Sky.  Have exactly the same conversation as before with Operator 2.  Cannot remove as there's a techincal problem.

Futher call to Sky.  Same as before with Operator 3.  It can't be removed as there's a technical problem.  They will ring me back within the hour.  Callback doesn't happen.

At no point has there been any mention of 31 days and I have no idea whether it's in the process of being removed or whether Sky Go Extra is still on my account.  As I've already spent more on phone calls than it would cost me for 6 months of Sky Go Extra I have no desire to phone for a 4th time just to have the same conversation again.

All I'm hoping is that this can be escalated to someone who knows what's going on. 

[caesarome]

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@Drood wrote:

That would be the 5th February then

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5th January ?

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@Drood wrote:

All I'm hoping is that this can be escalated to someone who knows what's going on. 

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Usually we would but there are some issues with the messaging team at present so when things are back to normal with them we can contact them for you if you would like ?

[Drood]

I made the initial enquiry about the PS4 issue then asked for it to be removed when they couldn't resolve it in the same call on the 4th Jan.  I wish I'd thought of going through the sky community at the time.

I would appreciate you contacting the messaging team when possible.  Thank you.

[caesarome]

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@Drood wrote:

I would appreciate you contacting the messaging team when possible.  Thank you.

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Will do @Drood and I will post back here when the messaging team have been alerted to your posts here.

[caesarome]

@Drood 

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, so if the bubble hasn't appeared by 7pm it will be tomorrow that they will contact you by it:

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 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 @Drood.

[Drood]

Please can you contact me again @Addie15 as my issue has not been resolved and I am still being billed for a service I've never received.

Thanks

[caesarome]

I have alerted them again for you @Drood .

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Drood.

[Lisa-P1987]

Thanks for chatting to us @Drood . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks