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[Voldetort]

Keep getting this when trying to watch sky go on my mobile

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I have SkyQ, Sky Go Plus through VIP and loads of other packages 

[caesarome]

Has this just started to happen @Voldetort or have you never been able to use Sky Go ?

Have you been a customer in the past, cancelled and returned to Sky after being away for a year or longer ?

[Voldetort]

It has always happened

This is the first time I've paid for a sky subscription before I lived with my parents and they paid for it. I don't think I've ever used it this email before in association with sky 

[caesarome]

Are you using your own login to access the app, I presume you are and not the one you used when with your parents ?

[Voldetort]

Yeah my own log in. My parents no longer have sky 

[caesarome]

One final question, do you have a Q Multiscreen subscription, if not try disabling the connection to the Q box in the settings of the app itself.

[Voldetort]

Nope, haven't got that subscription 

[caesarome]

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@caesarome wrote:

if not try disabling the connection to the Q box in the settings of the app itself.

---

[Voldetort]

I've unclicked that and also reinstalled the app and still nothing 

[caesarome]

To get this looked into for you @Voldetort I have escalated your post to Sky 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 24 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 Voldetort an invite to chat 🙂 

[lunn53]

I have tried various restarts and disabled the sky Q connection - still the same error 

[caesarome]

@lunn53 

To get you some help with this 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 24 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.

[Bbraider7]

Hi I have same issue please advise 

[caesarome]

@Bbraider7 

Some more details please, are you new to Sky or has it been working and now hasn't ?

Have you been a customer of Sky previously, left and returned after being away for more than 12 months.