Smart Protect App

[Susie31]

I have signed up through my sky vip to the smart home insurance with the Doorbell etc 

I am trying to access the app but it doesn't work.

Do I log in with my usual sky details?

It keeps freezing after log in or just doesn't load properly.

Anyone else have this issue

[Clareridds]

Hi @Susie31, have you managed to log in yet? Can you screenshot the error for me and I can explore with our tech team.

Thanks

[Stu2607]

Yes I have the same issue, after you out your login details in you just get a blank screen

[Susie31]

the sky team are looking into it.   Glad I am not the only one it's happening too.  Hopefully they will find the solution soon.  They have been very good at emailing.

[Applesteve]

Just got my tech through the post. Also can't login via the App. Slightly different by the sound of it though.

 

 

[Applesteve]

Happy to have received my Sky protect tech box today. Scanned the QR code in the booklet, entered credentials but it loads to an error 401 page. 

deleted and re-downloaded the app - issue persists

changed Sky password - issue persists.

any help/advice greatly appreciated 

 

[atop]

I have same issue. Any fix yet?

[Susie31]

No nothing as yet still waiting on a fix

[Applesteve]

Just spoke to technical support. Apparently they can see I have the tech package but have not been added hence the app not allowing login. It's being passed to a supervisor and a dev team will add my details. Should take approximately 48hrs. Will let everyone know if this works for me 👍

[Beerinhand]

I downloaded the app and installed the indoor camera, everything worked as it should. Next was the doorbell and nothing worked as it should. It connected but no sound from the doorbell or the chime and no video feed but the app showed the doorbell being pushed and also saw and reported motion. Called up Sky and was passed to a technical "expert" from the sub continent and spent an hour uninstalling and reinstalling and being constantly told to turn up the volume setting even though I assured her that it was already at maximum. I tried to also point out that none of the other devices would connect but she was focused on the doorbell. Eventually she gave up and promised to call back the day after and she did, but only to ask if I had sorted it out. She gave me an email address and askedthat I take a video of the problem! I carefully noted down the address and fired off a message describing the problem and watched it happily bounce straight back, dot was in the wrong place, very frustating. Another call to Sky sales andthis time got the right address and re-semt the message and this time someone with a bit of sense from this country called and explained the problem. My phone isn't compatible! It's a motorola but other Android phones are affected as well. Might have been an idea to mention that before I cancelled my previous insurance and threw out my old (but at least working) doorbell. I am not a Happy Bunny.

[TimmyBGood]

---

@Beerinhand wrote:

 My phone isn't compatible! It's a motorola but other Android phones are affected as well.

---

I'm not sure that's entirely correct.  The only mainstream company not to use fairly standard Android as a smartphone OS is Huawei.

[Beerinhand]

May not be entirely correct, just reporting what I was told.

[lettice]

@Beerinhand 

The app should work on any Android mobile that has Android version 9 and up.

It may work on some Android tablets, but will not be optimised and some features may not work.

Within the app, that I notice you are connecting to your account ok, so the app seems to be working in some mode, try using the live chat within the Sky Protect app for help, rather than calling.

[Hannah254]

We got our bundle yesterday and tried to install today but app doesnt work and doorbell wont sync. Rang sky for them to say no technical support available!

Anyone able to shed light?

[TimmyBGood]

---

@Hannah254 wrote:

We got our bundle yesterday and tried to install today but app doesnt work

---

In what way is the app not working?