Sky Go - upgrade subscription error message

[Bertina]

My dad is a user of Sky Go on his iPad, via my main account.

However, he is receiving an error message saying that he needs to upgrade his subscription in order to watch Sky Go.  As his Sky Go is linked to my account and I have not changed/amended my Sky subscription, he should not be receiving these messages.

I do not have any problems on my own Android tablet with the Sky Go app; it's just my dad on his iPad.  Please can you help?

[caesarome]

It is difficult to know what is causing this, it could be that it is linked to a Sky Q box when you don't have multiscreen so could this be a possibility.

Is he trying to view something that isn't part of your package or does he get this if he tries to watch a live Channel like 107 Sky Witness ?

[Bertina]

Thanks for responding.

He is trying to watch the Sky Sports Main Event channel, of which is included in my subscription.  I have had this package for the past two years and it hasn't been a problem for him until recently.

He had the same problem last week and I rung up Sky and they "pinged" something at their end, which solved the problem.  However, he's having the same error message again tonight and unfortunately I am unable to call Sky as it's "out of hours".  Very frustrating!

[caesarome]

Can he watch channel 402 as the football is on there as well ?

[Bertina]

No, he can't watch any of the channels on the Sky Go app.  Every channel he tries, he gets the same error message.

[caesarome]

You are either going to have to call again or we can alert Sky;s messaging team but even they will not get in contact with you until tomorrow so let us know if you would like them to be alerted ?

[Bertina]

Yes, please can you contact Sky's messaging team and alert them to my problem.  Thank you very much.

[caesarome]

I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow regarding this via a blue/red chat bubble which will appear at the bottom of this page.

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]

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

[Mr+Flibbles+86]

Thanks for chatting to us. 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