Sky problem when moving from multi room go sky go extra

[FeeBee8]

Despite multiple attempts, password resets, reboots on iPads and all devices, router & box and cancel and reset of sky go extra still stuck. Weeks now and no sky go & multiple calls...passed through several departments and assured reactivation would work or call backs but nothing has helped. Maybe a sky account provisioning defect created during the product change for multi room to sky go extra...entitlement/provisioning issue at account level or something like that but I'm stuck in a loop as Sky failing to escalate to the correct team 

[caesarome]

@FeeBee8 

You haven't actually said what the actual problem is and how this involves multiroom and Sky Go Extra ?

[FeeBee8]

Switched from multi room to sky go extra and now sky go does not work

[caesarome]

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@FeeBee8 wrote:

Switched from multi room to sky go extra 

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That isn't possible as multiroom is a Tv subscription whilst Sky Go Extra is a Sky Go only service so are you saying you cancelled multiroom and have lost access to Sky Go Extra ?

[FeeBee8]

Multi room comes with skygo so when I cancelled it I had to purchase sky go extra separately. Something went wrong in the switch - a sky back room coding error or something like that. So despite following all the trouble shooting advice; several phone calls to sky and password changes; reboots of router, q box, iPad and so on; nothing has worked. Trying a hot spot instead of broadband also has not worked. It is an entitlement provisioning issue, or similar, at account level, but I've just been bounced around frontline help systems on sky and no-one has yet been able to resolve.

[caesarome]

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@FeeBee8 wrote:

Multi room comes with skygo so when I cancelled it I had to purchase sky go extra separately.

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While that is correct the Sky Go app should still work on the likes of phones and tablets so when you go to watch live content on your iPad what is now happening ?

[FeeBee8]

Yes live content but not full sky go functioning so no interface with sky q box recordings or anything like the full sky go functioning that we had when it previously worked. 

[caesarome]

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@FeeBee8 wrote:

so no interface with sky q box recordings or anything like the full sky go functioning that we had when it previously worked. 

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By cancelling multiscreen you can not access your Sky Q box recordings anymore as multiscreen is required for this.

[FeeBee8]

The sky go extra features have not been activated on my account 

[FeeBee8]

So, basically sky go extra is not the same as multi-room sky go? I wasn't told this when I switched. I still think it hasn't been activated correctly so will see if it's rectified or may just cancel as it's been so problematic. I don't need multi room otherwise. 

[caesarome]

When you had multiscreen @FeeBee8 you got free access to Sky Go Extra.

This explains what Sky Go extra is and is it not the same as multiscreen:

https://www.sky.com/help/articles/what-is-sky-go-extra

Sky Go extra on it's own does not give you access to your recordings as only multiscreen allows you to do this.

[FeeBee8 · Accepted solution]

I cancelled sky go extra as the problem could not be fixed in a timely way and it was easier to cancel and potentially repurchase later. 

If this is a common problem then I am sure Sky will work out a quicker fix but, for me, 4 weeks delay, multiple calls & still no resolution wasn't best use of my time. 

Multiple call handlers and AI prompts going through all first-line troubleshooting more than once and across multiple devices and networks for something that originated from a back room coding error/ an entitlement provisioning issue was no fun. I wish anyone with a similar problem good luck.