Two accounts, one just closed now Sky Go not working

[metallica687]

Hi all,

hoping someone can help me with this issue;

I have a Sky account (full package including multi screen). In April 2024, I took out a second package for my mum at her address but under my account details and she did set up a sly login and linked her ID with mine. Her package did not have multi screen and we soon realised that Sky Go would not work at all as she didn't have the right subscription, even though I have multi screen on my package 

we added a second box for her and Sky Go was working fine again until recently when she decided not to renew with Sky and go elsewhere. The final bill for her package has taken now and just waiting for packaging to arrive to send back the boxes, however Sky Go is not working again, saying I don't have the right subscription even though my original package does! I've tried unlinking her ID from mine through her login and we keep getting an error page, although not sure if that's the issue. No idea how to sort this. It seems like the moment I added her package onto the account it's sort become the default package.

anyone encountered this as well and have a fix? 

thanks in advance.

[caesarome]

@metallica687 

Sky Go should work without a multiscreen subscripition as it appears to be a commonj myth that this is needed when it isn't.

If Sky Go isn't working then it could well be tied into the fact she is cancelling or has cancelled her subscripition as this is somnething you can do:

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@metallica687 wrote:

I took out a second package for my mum at her address but under my account details

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So what do you mean by "under my account details" as her address has to be on a different account seeing as she is living at a different address.

[metallica687]

So i took out a friends and family package for her but through my Sky login (account). When I login to my account on the MySky app or web page I have two accounts under the Bills option, mine and my mums. Her address is on my account. Payments were all coming out of my account though.

i know you can get Sky Go Extra for an extra £5 a month instead of getting a second box but how would it work without multiscreen or extra?