Sky Go issue - my device needs to authorised

[FinolaHayes]

Hi

For some reason, when I try to watch on demand on Sky Go app (version 23.9) on my iPad and iPhone  I get this message on both devices  'sorry, something went wrong. Your device  needs to be authorised. Pease ensure it's connected to the internet and try again. '

They're both connected to the internet (all other apps work fine)

I've tried signing out, deleting the app on both devices and reinstalling 

I've tried removing both devices from device management in the app settings

They're not connecting via VPN (VPN not connected)

My username, email address and passwords are all correct so it's not them

Yesterday, I spent over an hour troubleshooting with Sky Customer Services and they couldn't get it to work. They suggested I call again today !

Anyone else have the same problem and have any tips to resolve before I call Sky again today?

[caesarome]

@FinolaHayes 

To see if they can help you 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.
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 FinolaHayes.

[GerryS]

Yes, my sky go service started to do this yesterday. I was watching a downloaded programme, paused it to answer the front door, picked it back up  2 minutes later and it said the same as you've stated. I've done all the things you have an d stillthesame message

[Pedrointheclouds]

I am having the same issue after changing iPhones. I have deleted and reinstalled the Sky Go app, removed and re-added the device in manage devices - it appears as a registered device. I am able to record a programme from the Skygo app but cannot view any programme. I get the error message stating that "your device needs to be authorised"??

[Tracyje]

I am having exactly the same issue as others. Saying my device isn't authorised but I can see it under settings. I deinstalled app because the app was telling me there was no internet connection. The advice for that issue was to deinstall the app and try again. That's when I got the message of not authorised. Any help on how the other customers have had their issue resolved would be much appreciated 

[Pedrointheclouds]

I was advised this was a known problem being worked on and would be resolved in the next version of the app (which seems to be the case). Now running 24.3.1

[Pedrointheclouds]

As fast as this problem seemed to be resolved it's back again. Same error - device needs to be authorised, ensure it's connected to the internet. Deleted and re-installed the app, tried with WiFi and data internet connections. Still get same error. Very frustrating Sky. 

[caesarome]

@Pedrointheclouds 

Are you using a VPN beause if you are it will need to be disabled to use Sky Go.

[Pedrointheclouds]

I did disable VPN but still got the same error. 😬

[caesarome]

After disabling the VPN have you tried deleting the registration for the device then going to watch something, you should be able to do that here:

https://www.sky.com/productsettings/tv

[David-Robb]

I too was having issues using the SkyGO app on my IPad.

I found this forum when trying to Find a solution.

I have now found the cause. i vhave Nortons 360 installed with a VPN set. When I remove the VPN stting , everthing works okay. Re-installing caused the SkyGo app to stop working - with the message to re-authorise my device.

Remove the VPN and off we go,

I hope this helps as I have not seen this elsewhere

David Robb

[Val114]

Yes I have and customer service is as useful as a chocolate teapot. 

[GerryS]

Thanks all for your comments and advice. The Norton 360 solution resolved the SkyGo issue but seriously, to have to delete my VON in this day and age of cyber crime is just nuts, come on Sky/Norton, get your heads together and really put your customers overall cyber security ahead of any other petty minded thinking or band protection