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Discussion topic: Getting "please upgrade your subscription" on Sky Go for anything I try to watch

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This message was authored by Docscrubs This message was authored by: Docscrubs

Getting "please upgrade your subscription" on Sky Go for anything I try to watch

This seems a fairly common issue, but none of the solutions I've seen in the forums have worked. I am a recent customer (signed up yesterday) for Sky Stream. We have bought all subscriptions possible bar "whole house". Everthing works fine from the puck to the TV. I'm trying to get Sky Go to play, well, anything (catchup or live for any channel) on my phone and always get the "please upgrade your subscription" message. 

 

I have tried:

 

  • Installing Sky Go on different devices (one Android, one iPhone)
  • Installed the Sky Go PC app (and got the same message with the code 1310)
  • Checking everything on MySky matches on ID and email
  • Trying to log in with ID or email address at different times
  • Checking there are no orphan IDs on my account or password store
  • Installing and uninstalling the apps the multiple times
  • Clearing the app caches
  • Logging in and running Sky Go both inside and outside of my home LAN (in case it can't run on the same WiFi as the puck)
  • Trying it with a VPN to simulate another location outside the UK (worth a try)
  • Changing my email address on the account in case this was an issue (I was a Sky customer around 15 years ago last) and doing most of these steps again
  • Turning on and off and rebooting all different pieces of equipment in the chain

I even left it a day after the initial issue since I assumed there may be an overnight job to synch accounts and subscriptions with Sky Go.

 

I can't think of anything else to try.

 

Any suggestions gratefully received. 

 


Best Answers
This message was authored by Samraj This message was authored by: Samraj Answer

Re: Getting "please upgrade your subscription" on Sky Go for anything I try to watch

Posted by a Sky employee

Hi, everyone 👋🏽

 

Thank you so much for you patience with this issue.

 

Our support teams have confirmed that this issue has been resolved!

 

I'll mark this reply as the Answer and lock this topic.

 

Thanks 👍🏽

View this Answer within the discussion

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This message was authored by AndrewF_UK This message was authored by: AndrewF_UK

I can't watch Sky Sports, but have a subscription

I'm a Sky Stream customer, and I can watch Sky Sports on the Stream device but on any Sky Go I've tried (Mac, iPad, iPhone) I get the message

 

"You need the relevant Sky TV subscription to watch this show. Code: 1410".

 

Is there a way to get this enabled?

——
2x Sky Stream customer
This message was authored by caesarome This message was authored by: caesarome

Re: I can't watch Sky Sports, but have a subscription

Posted by a Superuser, not a Sky employee. Find out more

@AndrewF_UK 

If this doesn't work we can arrange some help for you via here:

 

https://www.sky.com/help/articles/sky-id-cant-access-all-my-services

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This message was authored by AndrewF_UK This message was authored by: AndrewF_UK

Re: I can't watch Sky Sports, but have a subscription

Thanks for the reply. I don't think that route is applicable here though, as my Sky iD is linked to the right account.

——
2x Sky Stream customer
This message was authored by caesarome This message was authored by: caesarome

Re: I can't watch Sky Sports, but have a subscription

Posted by a Superuser, not a Sky employee. Find out more

@AndrewF_UK 

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.

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This message was authored by AndrewF_UK This message was authored by: AndrewF_UK

Re: I can't watch Sky Sports, but have a subscription

Thank you.

——
2x Sky Stream customer
This message was authored by Lisa-P1987 This message was authored by: Lisa-P1987

Re: I can't watch Sky Sports, but have a subscription

Posted by a Sky employee

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

Thanks

Lisa - Sky Tech Team Expert
This message was authored by AndrewF_UK This message was authored by: AndrewF_UK

Re: I can't watch Sky Sports, but have a subscription

The helpful person who reached out to me explained that it's related to https://helpforum.sky.com/t5/Sky-Go/Sky-go-TNT/m-p/4884385#M142393 and although that thread refers to TNT it does affect Sky Sports too, so I'll monitor that thread for updates. 

——
2x Sky Stream customer
This message was authored by Sarah409 This message was authored by: Sarah409

Re: Sky Sports in my package not working on Go or Sports app mobile

Did this get resolved. This happening to me

 

This message was authored by SKY1992bf This message was authored by: SKY1992bf

Re: Sky Sports in my package not working on Go or Sports app mobile

Posted by a Superuser, not a Sky employee. Find out more

@Sarah409 wrote:

Did this get resolved. This happening to me

 


@Sarah409  which main sky platform do you have 

 

sky Q/+ or glass/stream

 


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Please note: I am just a sky customer not a employee - posts from sky employees are clearly marked as such
my setup: Samsung 5 series 32inc tv | sky +hd box | variety, SKY & TNT sports,sky cinema | Netflix and prime video
Please note: I only provide help on the main forums and not via PM
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
if this post has helped please give it a like ~ if this post has solved your question/query please mark it as the answer in order to help others

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This message was authored by Sarah409 This message was authored by: Sarah409

Re: Sky Sports in my package not working on Go or Sports app mobile

Hi, we have sky Q

This message was authored by SKY1992bf This message was authored by: SKY1992bf

Re: Sky Sports in my package not working on Go or Sports app mobile

Posted by a Superuser, not a Sky employee. Find out more

@Sarah409  There's a known fault being worked on 


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Please note: I am just a sky customer not a employee - posts from sky employees are clearly marked as such
my setup: Samsung 5 series 32inc tv | sky +hd box | variety, SKY & TNT sports,sky cinema | Netflix and prime video
Please note: I only provide help on the main forums and not via PM
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
if this post has helped please give it a like ~ if this post has solved your question/query please mark it as the answer in order to help others

If you would like to post a “Send Your Thanks to Sky” message please click Here
This message was authored by Sarah409 This message was authored by: Sarah409

Re: Sky Sports in my package not working on Go or Sports app mobile

Ok thank you

This message was authored by Stu240575 This message was authored by: Stu240575

Re: Getting "please upgrade your subscription" on Sky Go for anything I try to watch

Im getting the same issue on mine just says please upgrade but all freeview channels work.

 

I have been trying to sort out for 3 days now 🙃 

This message was authored by caesarome This message was authored by: caesarome

Re: Getting "please upgrade your subscription" on Sky Go for anything I try to watch

Posted by a Superuser, not a Sky employee. Find out more

@Stu240575 @Docscrubs 

There is a known fault which is being worked on. There is no timescale for a fix at present.

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