Using Sky Go with Sky Puck

[TushDJ]

My Dad recently changed from Sky Q to Sky Stream but it struggling to get the Sky Go app to work on his IPad. Any suggestions would be excellent. TIA

[caesarome]

@TushDJ 

What is happeing when he tries to use Sky Go on his iPad ?

[TushDJ]

Thanks for responding @caesarome , he gets a message saying he needs to upgrade. I can see in his settings that the app is still trying  to connect to the sky q box, but we couldn't see an option to change it to the puck. 

[caesarome]

There should be a setting in the Sky Go app itself that should allow the connection to the Sky Q box to be turned off.

[TushDJ]

Ah right, so you think if we just turn that setting off, it will just connect to the puck instead? I'll pop round tomorrow and try that for him. Thanks. 

[caesarome]

Unlike with Sky Q the Sky Go app does not and can not connect to the puck I'm afraid as it has to be used independently of it.

[TushDJ]

@caesarome Does this mean he can't use Sky Go with Sky Stream?

[caesarome]

He can use Sky Go @TushDJ but not connect them in the same way you could with Sky Q.

[TimmyBGood]

@TushDJ 

Sky Go 'works with' Sky Q by using satellite reception for live content (via the dish and the tuning circuits in the Q box) and through accessing recorded content on the Q hardware drive. Neither of those applies when Sky Glass/Stream is at the subscription address, and Go becomes an independent streaming app (as it did when used away from the property previously)

[TushDJ]

@caesarome Ok, so he has unlinked the Q box via the settings but still no joy. He's also deleted and redownloaded the app, but he's still getting the same upgrade message 🤔 

[caesarome]

A few questions:

Was Sky Q working before he changed to Sky Stream ?

Was he given a new accoint number when he changed ?

Can he access his bills here:

https://www.sky.com/bill/tv-broadband-talk