Sky go subscription upgrade shouldn’t be needed

[Kkkk11]

Why is sky go telling me to upgrade my subscription to watch sky sports when I already have sky sports subscription 

[caesarome]

Have you returned to Sky after being away for 12 months or more or are you a new customer ?

[Kkkk11]

Neither I have had the account for ages although I don't use it often...

[caesarome]

@Kkkk11 

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 @Kkkk11  an invite to chat.

[Lisa-P1987 · Accepted solution]

Update - Briefly spoken to @Kkkk11, they actually figured out the issue before coming to our chat. They were trying to access a game which is on TNT via Sky Go, however they pay for it via BT, so it needs to be viewed via BT platforms, not Sky Go 🙂