I am unable to get the SkyGo app to work on my phone.  Video will show what is happening:

<iframe width="560" height="315" src="https://www.youtube.com/embed/YoZkxupV7mM" frameborder="0" allowfullscreen></iframe>

Direct link: https://youtu.be/YoZkxupV7mM

I have been on the phone 3 times with Sky - no luck.  I have emailed the Sky support team but have not heard back from them.
All of the obvious things have been done:
Restarts
Reinstalls
Resetting of devices at Sky's end

Does anyone have any ideas on to what the issue might be and how I could go about fixing it?