Hi @Emna89,
You have posted this is the Glass & Stream forum. Hopefully a mod will move it to the SkyGo forum under the online, apps and email section where someone more familiar will hopefully help you out.
One question I guess is have you got access to sky go (i.e. do you have Glass / whole home or Sky Q etc?) And is your device registered as per here: https://www.sky.com/help/articles/managing-devices-and-streaming-sky-go
MikeAlanR
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65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Former Sky Q, Sky+ HD and Sky+ customer.
Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.
