Sky go error something went wrong your device needs to be authorised

[Hamface]

Hi, for some unknown reason both my iPhone and iPad no longer works with sky go, seem to get the tv guide up, but when I click on live channels I get a message which reads "sorry something went wrong your device needs to be authorised, please ensure it's connected to the internet and try again "

both phone and iPad have no internet issues 

can anyone help. I've also gone through the sky recommend steps of deleting app and re downloading it with no success 

[caesarome]

One thing you could try is delete the registed device here:

https://www.sky.com/myaccount/tv/manage-devices

And then to get it registered again you will need to watch something so try a live channel like 106 or 107 and watch a few minutes of it if you can.

[Hamface]

Hi, tried this several times and I have the same isssue 

[caesarome]

@Hamface 

To see if they can help you with this I have escalated your post to the Sky Messaging team who should be in touch with you tomorrow morning 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 have 48 hours to respond or it will be automatically closed.

This isn't a live chat so replies are not instant.

[Lisa-P1987]

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

[Addie15]

Update-We are closing this session now after not receiving further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Barkey596]

Poor response! Why do I have to wait for a superuser to forward this? In this day and age, with the amount I pay sky I expect better service. Seriously considering getting rid of sky due to very poor customer service in last few years.

[Barkey596]

Sky user service is a joke

[GD1]

@Barkey596  This is a customer helps customer forum, so like you we are all customers Please take sime time to read how the forum works.

https://helpforum.sky.com/t5/About-Sky-Community/ct-p/Members

[Hamface]

Couldnt agree more, you used to be able to speak to someone, the fact they use a customer forum to help with issues is an absoloute joke !!!!

[caesarome]

Although it has been a while @Hamface what was the result of the chat you had with Sky back in January if your issue is ongoing ?

[MarkGoldsmith]

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@Hamface wrote:

Couldnt agree more, you used to be able to speak to someone, the fact they use a customer forum to help with issues is an absoloute joke !!!!

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You can speak to people you just have to phone Sky.

The customer forum is designed because there are a number of "problems or issues" that users can resolve themselves, for which reading the Sky Help documentation or posting on the forum so other customers can point you towards the correct page is useful. This saves customers in those situations a lot of time as they can potentially resolve their issue at any time suitable to them.

If the community didn't exist imagine how long you would need to be on hold for on the phone just to get through to Sky, as there would be even more customers calling in.

[Mark39]

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@Barkey596 wrote:

Poor response! Why do I have to wait for a superuser to forward this? In this day and age, with the amount I pay sky I expect better service. Seriously considering getting rid of sky due to very poor customer service in last few years.

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If you want an immediate response, just call. Simple.