Sky Go will not play content (on any of my devices)

[CJ74]

Up until a couple of weeks ago, Sky Go worked absolutely fine across multiple devices.  But since then whenever I login to the app and then try to watch a non-BBC channel, I receive an error:

"Sorry, something went wrong.  Because of a technical issue, you cannot watch this content.  Please try again later."

As I said, BBC channels are OK, as are my Sky Q recordings.  It's as if when I try to view anything else, the app goes off to check my account and then fails.  I have tried 'Manage your devices' in Sky Go and receive a page saying "Whoops, there's been an error.  Sorry, we are experiencing some technical difficulties, please try again later".  If I login to my account on sky.com, I can see six devices under Sky Go but cannot rename or remove any of them.

I have contacted Sky three times about this, spent 3.5 hours on the phone and spoken to 15 different people in something like five different teams in that time.  So far, wih Sky I have tried:

• Deleting and re-creating my Sky ID
• Resetting my password
• Trying three different Sky IDs
• Removing and reinstalling the Sky Go app
• Signing out and signing in again on the Sky Go app

None of these have worked and I've got absolutely nowhere, and Sky even admit when they try to remove devices from my account it fails for them as well.  Today I have suggested that if my account was removed/closed and a new account created that may resolve the issue.  I was put through to Cancellations as a result, who wouldn't close my account and instead insisted I be put through to the Sky Apps team, which was going to get me nowhere.

I am at my wit's end on this.  I rely heavily on Sky Go and it's a pain not having it.  The service from Sky has been appalling, no one seems to know what to do.  I would appreciate any advice from anyone here that may help me get this resolved.

[webcake]

I have the exact same issue and have spent over 12 hours on 3 seperate occasions on the phone to sky with no resolution. they even talked me into signing up for SkyGo Extra at an additional £5pm telling me that will fix it, so now i am paying extra for no service.

I have been told today that they have activated a CRF form today to fix the issue, they did try to sell me Sky Sports though! You couldnt make it up.

NotHappy
of Wales

[CJ74]

Just to help manage expectations, I have had two CRFs raised and am no further forward.  It's the most frustrating thing.  I've raised a complaint today as well so will start holding my breath.

[GrumpyGramps1]

I have exactly the same problem, sky go working fine until today now all I get is error message. I have a vpn for when I'm abroad so just thought I'd try connecting to sky go with the vpn on and bugger me it worked!!!
I'm not techy so can't explain why it worked, I think it must be a problem with my router, but it's worth giving it a go.

[Annie+UK]

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@GrumpyGramps1 wrote:

I have exactly the same problem, sky go working fine until today now all I get is error message. I have a vpn for when I'm abroad so just thought I'd try connecting to sky go with the vpn on and bugger me it worked!!!
I'm not techy so can't explain why it worked, I think it must be a problem with my router, but it's worth giving it a go.

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Try turning your router off for a couple of minutes then turn it back on

[BisolaO]

I have the same issue. I am think of leaving sky as they seem to give what they can't help with.

[CJ74]

I raised a complaint with Sky, when asked how I wanted to be contacted, I selected 'Call'.  So obviously they have emailed me.  

It's an apology for all the time I've wasted but offers me nothing in the way of any help, other than to use my primary email address to login to Sky Go.  Obviously I hadn't thought of that.  

Incredibly, it also includes a sentence at the bottom of the email encouraging me to try Sky Go on all my smart devices with a link.

Shambles.