Sky Go - Upgrade your subscription.

[Alex.54321]

I've just signed up for Sky Stream (with sky sports add-on) and Sky Go has never worked. 

based on the other comments on this topic, it might be related to an old sky subscription I had and cancelled over a year ago. I believe the same skyid is being used as I've had sky broadband connect the entire time. 

[caesarome]

@Alex.54321 

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.

[Mr+Flibbles+86]

Thank you for escalating this. We have sent an invite to chat

[Bigade50]

I'm also stuck and can't use sky go because I need to 'upgrade my subsrciption'

its driving me mad

[caesarome]

@Bigade50 

Have you recenetky signed up to Sky as a new customer or have you returned after being away for 12 months or longer ?

[Bigade50]

Returned a few months ago

[caesarome]

And how long were you away because if it was 12 months or more you are seen as a new customer so your previous login will not work. So you will need to set up a new Sky ID to use.

If you want to use the same email address then you need to first remove it from the old account first so log into the old account here:

https://www.sky.com/myaccount/my-details

Then delete the email address by providing another one and logout of this account, this will then free it up to use when setting up your new Sky ID:

https://www.sky.com/help/diagnostics/sky-id/sky-id

[Bigade50]

It was only for about 8 months

[caesarome]

@Bigade50 

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.

[Gibf1]

I'm having the same issue please can someone help?

[RamanS]

I've given up. Been through some tests with an expert, but nothings changed and there's no way to chase it up. 

[caesarome]

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@Gibf1 wrote:

I'm having the same issue please can someone help?

---

@Gibf1 

Are you a new customer to Sky or have you returned after being away for 12 months or more ?

[Gibf1]

Returned customer after a couple of years 

[caesarome]

In that case what you need to do is to logout of the app then setup a new ID as your previous one will have been closed after you left.

If you want to use the same email address then you need to first remove it from the old account first so log into the old account here:

https://www.sky.com/myaccount/my-details

Then delete the email address by providing another one and logout of this account, this will then free it up to use when setting up your new Sky ID:

https://www.sky.com/help/diagnostics/sky-id/sky-id

Then login to the Sky Go with your new ID.

[F1fan]

It's my stepdads log in that is the main user and I only recently set a sky Id up for myself and it still doesn't work .

there's no old account to remove off his