Sky Go not working

[Lynnie54]

Sky Go won't let me watch programmes and is telling me to upgrade my subscription although I can watch all these channels on my TV

[Lynnie54]

Can anyone help?  Anyone from Sky see this please?

[caesarome]

Are you a new or returning customer to Sky ?

If you are a returning customer how long have you been away, is it more than 12 months ?

Btw, we are customers here who help each other.

[Lynnie54]

Hi Cesarome, thank you for replying.  We were long time Sky users, had a break for 18 months and returned to Sky Oct 22. This was because my son moved in with us and we used his Sky package.  Sky Go always worked in the past.  When we re-joined, it worked at first, then stopped.  Have made many, many calls to Sky and they have made promises but it has never been rectified.  Any ideas please on how to get it resolved?  I think it's to do with our subscription settings but they say they've checked and alls ok.  

[caesarome]

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.

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.

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Lynnie54  an invite to chat.

[Lynnie541]

Thank you.  Lisa contacted me and then Sky technician Carl spent ages with me sorting out the problem.  I'd closed my long standing account for 18 months and then restarted it due to a change in personal circumstances and the system had linked my Sky Go app to my closed account. Thank you Carl for spotting that and helping me to sort it out.  So patient and helpful.

[Lisa-P1987]

Update - spoken to @Lynnie54 and their issue is now resolved

[Jim88]

Hi, 

im having exactly the same issue. Can someone from sky help me out?

thanks

[Annie+UK]

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@Jim88 wrote:

Hi, 

im having exactly the same issue. Can someone from sky help me out?

thanks

---

I have escalated to Sky

[Tom-W19]

Thanks for escalating. We've sent an invite to @Jim88.

[Lisa-P1987]

Thanks for chatting to us @Jim88 . 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