Sky tv watching through Xbox

[Shelly54]

son has watched sky tv and football through his Xbox for months as advices by Sky agent now getting an error code and saying can't watch as not correct package? Nothing changed 

[caesarome]

This could be an issue with Sky Go Extra not being on the account for some reason so you can either call Sky now or we can escalate your post to the messaging team at Sky but they will not contact you until the morning, so let us know what you want to do.

[Shelly54]

Escalate please as tried phoning and on hold for 25 minutes with no reply 

[caesarome]

@Shelly54 

I have escalated your post to the Sky Messaging team who will 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:
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.

[Lisa-P1987]

Thank you for escalating this. We have sent Shelly54 an invite to chat 🙂 

[Lisa-P1987]

Update – We are still looking to help you Shelly54. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks 🙂