After being switched to 5 different people who had no idea wasting 40 minutes i got transfered to a guy in England at 2nd line support who found the following points
Call raised with sky under ticket number nke00009642
There is an issue withe the Sky getway servers which for VM customers the error happens from 5-20 mins and for Sky customers every 60 mins. Virgin is contacting Sky everyday for an update but no response but they will respond by the 13th september. As it is a server issue it should mean we wont need to download a new version of the player
Also as the SKYGO app is classed as a value added item they will not provide any refunds for this loss of service. Considering that many people only use this app for watching sport then this is very shortsighted. If it is advertised as part of the package and people use it then this must be considered for a refund.
It does however indicate from the SLA ( 13th September ) that Sky have raised this as a fairly low priority ticket. Surely disruption to every user to a greater or lesser extent warrants a top priority ranking ( SLA would be within a day to deal )?
The corresponding team in Virgin should be excalating to a higher priority level
I would suggest that if you have the will that everyone should be calling the support line to complain about this. If enough people raise it verbally then it should get visibility. Equally the forum is not as visible as Twitter. Companies hate Twitter so suggest posting your discontent there!