Sky Go not working on PS4

[RussellClarke]

When I try to use the Sky Go App on my Playstation 4, I get the message saying 'To Watch this Programme You Will Need to Purchase The Sky Go Extra Package'. I have the correct package, as the same programme works on a different device. I've seen other people raise the exact same issue when moving to Sky Glass, I think the 'Extra Package' drops off on the PS4 for some reason.

[caesarome]

When moving to Sky Glass Sky Go Extra does remain on your package but you need the Sky Glass Whole Home package to be able to use Sky Go Extra so if you haven't got this then this is why you are seeing the message to add it.

[Draper1234]

Hello,  I am also having the same issue. 

I am a SKY VIP diamond customer and Sky go extra used to be part of the benefits however I cannot access Sky Go on my Playstation 4 anymore and it comes up with 'You will need to purchase the Sky Go Extra Package'. 

Is there a way to resolve this?

I have tried to call the helpline however this proved unsuccessful 

[caesarome]

@Draper1234 

Have you made any changes to your TV package recently perhaps removing multiscreen or upgrading to Sky Glass or Stream ?

[Draper1234]

@caesarome Thank you for getting back to me. Yeah my mum made some changes to the package, we are now on Sky Signature, ultimate TV add on and Sky cinema. 

How would I go about getting the Skygo extra re-added?

[caesarome]

Did you cancel multiroom when these changes were made, if so that would explain why Sky Go Extra is not worth by as you get it free via it.

[Draper1234]

@caesarome We've never had Sky Multiroom, I've always had Skygo extra free due to being a Diamond VIP member 

[caesarome]

@Draper1234 

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.

[Lisa-P1987]

Thank you for escalating this. We have sent Draper1234 an invite to chat 🙂 

[Mr+Flibbles+86]

Update - After a private chat with Draper1234 this issue has been resolved