topic Re: Viewer card no longer active in Archive

Viewer card no longer active

NPMcK — Fri, 06 Aug 2021 19:20:27 GMT

I recently signed up to Sky (July 2021) and only got my wifi today installed. I have a Sky Q box which tells me 'your viewer card is no longer active' so I have very limited access to channels.
I have tried resetting the box but there are no setting options when I press the home button.
I have turned it off and on, taken out the card and cleaned it but to no avail.
What can I do to fix this?

Re: Viewer card no longer active

oldfella — Fri, 06 Aug 2021 19:23:43 GMT

@NPMcK wrote:

I recently signed up to Sky (July 2021) and only got my wifi today installed. I have a Sky Q box which tells me 'your viewer card is no longer active' so I have very limited access to channels.
I have tried resetting the box but there are no setting options when I press the home button.
I have turned it off and on, taken out the card and cleaned it but to no avail.
What can I do to fix this?

Hi @NPMcK

Try a Reset Settings in the hidden menu.
To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Only Carry out the first Reset (Reset Settings) as the other two will wipe all recordings.
After the Reset you will have to re pair your Bluetooth remote If you use one.
Press 1 & 3 together on the remote and follow onscreen instructions to re pair.

Make sure that you are pointing the remote at the Q box when you press 1 & 3 together.

Failing this it Looks like you need to contact Sky so that they can re-activate your card.

Re: Viewer card no longer active

NPMcK — Fri, 06 Aug 2021 19:30:11 GMT

Thanks for the help but no luck. Same message appearing. Unfortunately Sky uncontactable by phone and the promised SMS not appearing.

Re: Viewer card no longer active

GD1 — Fri, 06 Aug 2021 19:35:20 GMT

@NPMcK Sky are contactable by phone, you need to remain on the line past the automated message, when asked why your calling just say technical. Lines are quieter after 9pm or 7am.

Re: Viewer card no longer active

oldfella — Fri, 06 Aug 2021 19:38:30 GMT

@NPMcK wrote:

Thanks for the help but no luck. Same message appearing. Unfortunately Sky uncontactable by phone and the promised SMS not appearing.

Hi @NPMcK

Selecting Need more help

at the bottom of the following link will lead to a phone contact number.

Just ignore all messages and wait for an agent

https://www.sky.com/help/home

Re: Viewer card no longer active

NPMcK — Fri, 06 Aug 2021 19:51:46 GMT

Not with Sky Ireland - the automated message is on a loop asking me to select an option for SMS, which I select. I then don't receive an SMS and they kindly hang up on me. N

Re: Viewer card no longer active

NPMcK — Fri, 06 Aug 2021 20:03:36 GMT

Thanks - got an automated message that their tech Dept is closed so will have to wait till the morning.
I appreciate your help. N