Unable to record from Sky Go app to Sky Q box

[Graham371]

I recently rejoined Sky after not having a service for just over a year.

When I had a Sky package from 2018-2022 I had the standard Sky Signature package (no sports or movies etc). I was able to watch TV on the Sky Go app and send a request to record from the app to my Sky Q box.

Rejoining in late 2024, I noticed that I was not able to watch on the Sky Go app. I was told that it was a configuration issue because my email account was still linked with my old accont. This was rectified - no issue so far.

Recently I noticed that I am unable to send a request from the Sky Go app to record something on the Sky Q box. I have rang 3 times, and got conflicting information each time:

Call 1. Need to update software / hardware to a factory reset on box - done and no change

Call 2. Need to reboot router and this would magically fix the issue - again done and no change so suggested I get a technician out

Sky technician out to my house and told me there is nothing wrong with my box. But that when I go Settings > Status > "Watch Via Sky Go" there is an 'X' next to this and that needs to be enabled

Call 3. Need Sky Go Extra - will go into this below.

What I was told was that I would need to puchase Sky Go Extra for €6 per month. This allows me to (below is taken from Sky website):

"Stream live and catch up TV from your Sky package on your phone, tablet, laptop, Xbox and PlayStation;

Download great entertainment in the UK or ROI via Wi-Fi to watch

anywhere, without 3G, 4G, 5G or Wi-Fi, and;

Sky Q only: Out and about? No need to worry about missing your favourite shows, just set your box to record or download them to watch later."

I can already do points 1 and 2 (dont mind about not being able to stream from games console, it doesnt bother me). But it appears that Sky are now charging €6 per month for the privilage of recording something remotely. This seems a bit excessive for functionality that has existed for years.

Has anyone had the same issue as myself? It seems quite excessive

[MightyQuinn]

Hi @Graham371   Have you tried the Sky Go community?

[Graham371]

Wasnt aware there was one

[lettice]

If you have Sky Q, you’ll need a Sky Q Multiscreen subscription to watch and download recordings from your Sky Q box to the Sky Go app.

[Graham371]

@lettice i have never had multiroom and was able to record previously. As mentioned i am able to watch via the app currently even without multiroom. 

[lettice]

More info on all the variables with a Sky Go and Sky Q here;

https://www.sky.com/help/articles/sky-go-connect-q-box

[caesarome]

You do not need multiscreen to set remote recordings so it might be a viewing card issue.

When you rejoined did you setup a new Sky ID as it is clear how you overcame the email address issue.

[Graham371]

@caesarome yes, i believe they set up a new user id and linked it to my email address, although i didn't specifically request that.

Do you know how I might raise this with someone from sky as every new person i talk to seems to have a different opinion of what the problem is. 

[caesarome]

@Graham371 

To get you some help with this I have escalated your post to the Sky Messaging team who should 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 so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

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 will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

[Lisa-P1987]

Thanks for escalating this. We’ve sent Graham371 an invite to chat.