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Android

Sky Sports Mobile TV not working - Android 10

3: Seeker

Hi. The Sky Sports Mobile app is no longer working ever since I updated my Google Pixel 3 XL to Android 10.

 

I've tried everything suggested on chat. The app needs to be updated from Sky I assume. However, I've contacted Sky and they have said that as it's Vodafone that offer the service to it's customers, they need to contact Sky to escalate the matter.

 

I got in touch with Vodafone again and they said they would email on my behalf. This was a week ago and I've had no reply.

 

I have looked for help on Sky forum and there's discussion on there too about Sky Sports Mobile TV no longer working since Android 10 was launched. I've also seen on Twitter it being mentioned.

 

I've contacted Vodafone on Twitter and they gave me the usual suggestions. Reinstall app, clear cache/data etc. They are oblivious to Android 10 whenever I mention it on Twitter or on chat on the Vodafone app.

 

I use Sky Sports all the time. I had no hesitation choosing it for my Red Entertainment. It seems like Vodafone and Sky were not ready for Android 10 to be released and I haven't seen it work for anyone that's updated their phones to Android 10.

 

I've emailed developers of the app. I've chatted to the Vodafone team on the My Vodafone app. I've contacted Sky and Vodafone over Twitter. I've registered on Sky forum where there are other people that have the same issue. No one on Android 10 has it working. What else can I do?

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23 REPLIES 23
17: Community Champion

Hi @GreenShell2014 

 

Please see the sol.ution on this thread: https://forum.vodafone.co.uk/t5/Pay-monthly/Sky-sports-mobile-tv-app-not-working/td-p/2618226

 

Give this a try and let the forum know how you get on.

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17: Community Champion

It's not really acceptable for Sky to pass the issue back to Vodafone, who are only acting as an intermediary for the subscription (afaik, the service itself doesn't pass through them in any way).

Platform updates sometimes cause app issues, but the details are normally shared with developers well in adance of release so that issues can be avoided.   With more and more devices getting updates direct from Google, the excuse of waiting for manufacturers and networks to catch up really doesn't hold water.

With luck, the solution thta @AnnS has linked to will work for you.   Simply clearing recent apps and forcing anything you open to start from scratch can solve a host of problems too.

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3: Seeker
Thanks for the reply. That was one of the things I mentioned in my original post. Someone on chat on My Vodafone app recommended trying that. It doesn't work for Android 10. It might have worked for an older version.
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3: Seeker

Yeah, I didn't like Sky's reply. I told them I thought it was an unacceptable response after they sent me this email (check attachment). Vodafone should push them to release an update instead it's customers having to chase it up. They should be in constant communication with the link they have.

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Moderator

Hi @GreenShell2014 We're aware of the issue some of our customers are experiencing when trying view Sky Sports app through an Android 10 handset. Their developers are looking into this and will release an updatefor the app as soon as one's available. We'll update everyone here as soon as we've got any further information.

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3: Seeker

@Mark wrote:

Hi @GreenShell2014 We're aware of the issue some of our customers are experiencing when trying view Sky Sports app through an Android 10 handset. Their developers are looking into this and will release an updatefor the app as soon as one's available. We'll update everyone here as soon as we've got any further information.


Hi Mark. Many thanks for the reply. I'm glad there's a fix on the way. Been on the online chat a few times since I first reported the problem and they've all seemed oblivious to the issue. Even the team on Twitter. I'm glad it's finally been acknowledged. Missing Sky Sports.

 

 

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3: Seeker

@Mark wrote:

Hi @GreenShell2014 We're aware of the issue some of our customers are experiencing when trying view Sky Sports app through an Android 10 handset. Their developers are looking into this and will release an updatefor the app as soon as one's available. We'll update everyone here as soon as we've got any further information.


Hi Mark. Been a month since first reported. Have you guys heard from Sky?

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Moderator

We haven't received an update yet @GreenShell2014 - as @Mark has said we'll be sure to let you know on the thread here once we have some more information.

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3: Seeker

I have the same issue, since I updated to android 10 on my pixel 3 XL I cannot access sky sports. I have been in contact with Vodafone and they have tried so many things and still not working. This is a disgrace from Vodafone, I am paying for a service I cannot use in my phone contract. Missing out on big games I wish to watch.  There seems to be no solutions as well from anyone! Surely we should be compensated!

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2: Seeker

Same here and this is what I got from Vodafone:

We appreciate that you're conscious that you're paying for the service and not getting full use out of it. Hopefully the service will be back up and running soon. As this is a fault on Sky's end it is something you would need to contact them about as we don't have any influence over the services. Alana

 

Unbelievable!

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3: Seeker

That is unbelievable that Vodafone are passing it on to Sky and not willing to compensate customers for a service they cannot use. Surely, something needs to be done to ensure the app is working asap!

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3: Seeker

@Pbilby wrote:

That is unbelievable that Vodafone are passing it on to Sky and not willing to compensate customers for a service they cannot use. Surely, something needs to be done to ensure the app is working asap!


They are not consistent with their replies. Everytime you speak to someone, they talk in a way as if there's a solution. There is no solution yet. The app needs an update. Yes, Sky need to do that, but I've been in touch with the developers and they said Vodafone need to get in touch as they offer the service. It should never be up to the customer to contact Sky. That's just bad advice. Vodafone offer the service as Red Entertainment. They need to be on the case but neither Vodafone or Sky were ready for Android 10. It's easy for developers to be on the ball as Android launch beta versions before releasing a final version. That's when the testing should be happen and that's how they could be ready. But the app hasn't been updated since 2017. Sky don't care. Vodafone clearly don't stay in touch with them over these sort of matters. It's been 2 months now and nothing! 

 

I have got Vodafone to reduce my bill by £10 every month. I've also asked them to out me on NOW TV until it is sorted.

 

I think that's the best solution, if you can get them to agree to something like that. 

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2: Seeker

I have asked them what my position is re cancellation of the contract as they aren't providing me with the service I'm paying for. I've said I'm not happy about paying for it and not getting sky sports but they aren't interested. I took the contract 2 months ago specifically for sky sports. Not heard back yet.

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3: Seeker

@TonyPotter wrote:

I have asked them what my position is re cancellation of the contract as they aren't providing me with the service I'm paying for. I've said I'm not happy about paying for it and not getting sky sports but they aren't interested. I took the contract 2 months ago specifically for sky sports. Not heard back yet.


Speak to them again. Go up the hierarchy. They'll try and mention the possible solutions, ignore all that. Mention that they've acknowledged it doesn't work. This thread is proof from Vodafone moderators. Also, all the app reviews for Sky Sports Mobile TV from everyone on Android 10 is proof. They can check that on the Play Store. They will hopefully budge.

 

I spoke to them on chat. Saved the transcript. Told them to check it when I spoke to them. They gave me a reduction and a different service. Main reason I joined was to watch the Premier League however.

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2: Seeker

Will do, I'll update if I get anywhere

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3: Seeker

Hi Mark / Vodafone

 

Please could you provide an update on the situation. Many of us are paying for a service we cannot use (and are chasing refunds) and when we call Vodafone they are oblivious to the issue and around in circles we go again.

 

Do you guys not have any issues log which is shared between departments?

 

 

 

 

 

 

 

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2: Seeker

Good luck, I've been told 3 times now that I have to contact sky as Vodafone have no control over it. They also tell me that I get sky sports for free (which obviously isn't true) so can only offer one month worth of sky sports refund and that's it!

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3: Seeker

That’s rubbish isn’t it!

I have contacted Sky and they said they cannot help and that Vodafone should resolve.

I’m getting dizzy going around and around in circles with Vodafone. 

 

I only took the phone out for the Red Entertainment/Sky Sports offer too, just 4 weeks ago! 

 

Keep me posted if you hear anything else and I will do the same 👍🏼

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3: Seeker

@Ozarkis1 wrote:

That’s rubbish isn’t it!

I have contacted Sky and they said they cannot help and that Vodafone should resolve.

I’m getting dizzy going around and around in circles with Vodafone. 

 

I only took the phone out for the Red Entertainment/Sky Sports offer too, just 4 weeks ago! 

 

Keep me posted if you hear anything else and I will do the same 👍🏼


There's clearly no dialogue or communication passed down from Vodafone. Rubbish customer service. Wasting their own time and our time. The help team need to be aware that if it's an Android 10 phone, it simply doesn't work. So when a customer enquires about it, let them know. Each conversation, be it on phone, chat, Twitter, takes forever coz they have their usual suggestions, thinking one of them will work. It's not worked for 2 months! Look at the reviews on Play Store. All recent ones are 1 star from people on Android 10.

 

Sky don't care about the app. They last updated it in 2017. Vodafone should make them care as they're selling phones with the promise of Sky Sports with Red Entertainment.

 

How can a mobile company be so unprepared with this sort of issue? Android launch beta versions before a final release. Developers that way can work on their app so it's ready when the final release of a new version (Android 10) is available. Obviously there is no one associated with Vodafone that is dealing with this sort of thing.

 

Ask for refunds until it works. I've managed to. £10 off every month until it works. Also, change plan until it works. Getting NOW TV for now.

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