topic Re: My Sky box is telling me that my viewing card is not authorised in Sky+

My Sky box is telling me that my viewing card is not authorised

p-bradbury1 — Thu, 13 Jun 2024 17:34:15 GMT

My Sky box is telling me that my viewing card is not authorised, which means I. can't view any Sky channels.

I can view SkyGo on my phone and iPad but obviously this isn't ideal.

Re: My Sky box is telling me that my viewing card is not authorised

Mark39 — Thu, 13 Jun 2024 17:38:25 GMT

Did you order, then cancel Sky Q?

Re: My Sky box is telling me that my viewing card is not authorised

Annie+UK — Thu, 13 Jun 2024 17:40:50 GMT

If you order Sky Q and cancel your card gets stopped, you could try a New Install if this is not the case

See question Q21 in my Sky Plus F⋅A⋅Q

Additional help with your viewing card can be found here

Re: My Sky box is telling me that my viewing card is not authorised

esj1 — Thu, 13 Jun 2024 19:43:53 GMT

I have the same problem with a Sky + HD box and have had terrible customer service in trying to fix this. Transferred to 4 different agents, none of which have been able to help. Shocking! I will likely be leaving Sky after ten years due to this

Re: My Sky box is telling me that my viewing card is not authorised

Mark39 — Thu, 13 Jun 2024 19:45:39 GMT

@esj1 :

@Mark39 wrote:

Did you order, then cancel Sky Q?

What have the Sky advisers told you?

Re: How to order a sky viewing card

esj1 — Sat, 15 Jun 2024 17:03:00 GMT

Hi I am in the same boat here trying to get a new card but its impossible to get one. any help would be welcome.

Re: How to order a sky viewing card

Daniel0210 — Sat, 15 Jun 2024 17:12:29 GMT

@esj1

You posted the same issue on Thursday on the Sky+ board, so do you have Sky+ or Sky Q? Either way you'll need to call Sky to order and potentially pay for one.

NEED REPLACEMENT VIEWING CARD SKY + HD

esj1 — Sat, 15 Jun 2024 19:59:52 GMT

I have had an infuriating few days dealing with non-existent Sky customer service whilst simply attempting to be sent out a new viewing card for the Sky+ box we use. Due to having a communal dish we are unable to switch to Sky Q however for the past 4 days have been unable to view any of the Sky+ channels we've already been charged for this entire month. Essentially the product I am paying for is not fit for purpose.

I have attempted to have a replacement card sent out and been transferred to at least 8 agents, kept on hold indefinitely and am no further forward in resolving the situation.

Does anyone have any idea how I can obtain a replacement viewing card for a Sky+ box

Thanks

Re: How to order a sky viewing card

esj1 — Sat, 15 Jun 2024 20:05:44 GMT

@Daniel0210

I have Sky + as we are unable to have Sky Q due to being on a communal dish. I managed to speak to someone on the retentions team today who said I just needed a new viewing card for this box to work but that she was ubalbe to send it. I was transferred to another remote call centre who literally asked me the same questions Ive been asked by around 8 other agents since Thursday and still no further forward,. I am baffled how it could be so difficult to simply send out a viewing card.

I am pretty much done with Sky now - worst customer service anywhere EVER!

Re: NEED REPLACEMENT VIEWING CARD SKY + HD

Mark39 — Sat, 15 Jun 2024 20:16:02 GMT

@esj1 as I asked before - why do you need a new Viewing Card? I'm wondering if that has a bearing on why Sky can't (apparently) order you a replacement.

Re: NEED REPLACEMENT VIEWING CARD SKY + HD

esj1 — Sat, 15 Jun 2024 20:38:22 GMT

@Mark39 Because I am receiving the message 'This viewing card is not authorised. If you have a new card please insert it now' when I try and watch any Sky channels. also anything recorded in the box previously is not visible either.

Its an old box, I have looked at the card and its probably worn out so I need a new card to see if it will work

I have paid for a full month of TV packages including Sky cinema and cant watch any of it and cant get anyone to assist. All I get is a robotic agent questioning me on Sky Q when I've made it clear multiple times we dont have Sky Q.

Abysmal

Re: NEED REPLACEMENT VIEWING CARD SKY + HD

Mark39 — Sat, 15 Jun 2024 20:42:16 GMT

@esj1 wrote:

@Mark39 Because I am receiving the message 'This viewing card is not authorised. If you have a new card please insert it now' when I try and watch any Sky channels.....

And is that because you ordered Sky Q but couldn't go,ahead with it?

Re: NEED REPLACEMENT VIEWING CARD SKY + HD

esj1 — Sat, 15 Jun 2024 22:08:32 GMT

@Mark39 as I said in my earlier reply we have a communal dish so have been unable to have Sky Q installed. As a Sky customer of 10 years I was offered to switch to Sky Q but its not possible here.

Re: My Sky box is telling me that my viewing card is not authorised

Exiled-in-HH — Sat, 15 Jun 2024 22:14:35 GMT

@esj1 have you submitted a formal complaint to Sky?

Re: NEED REPLACEMENT VIEWING CARD SKY + HD

Mark39 — Sat, 15 Jun 2024 22:23:22 GMT

@esj1 wrote:

@Mark39 as I said in my earlier reply we have a communal dish so have been unable to have Sky Q installed. As a Sky customer of 10 years I was offered to switch to Sky Q but its not possible here.

Hmm. Seems odd that the robot is asking you about Sky Q, then. Normally ordering a replacement Viewing Card is a straightforward process. These must be a reason why Sky are apparently unable to place an order for you.

Re: My Sky box is telling me that my viewing card is not authorised

Exiled-in-HH — Sun, 16 Jun 2024 05:09:38 GMT

@Mark39 so there is no process at Sky CSs to reverse the cancellation of Sky+ cards when a Sky Q installation can not be completed?

Re: My Sky box is telling me that my viewing card is not authorised

Mark39 — Sun, 16 Jun 2024 06:53:05 GMT

@Exiled-in-HH wrote:

@Mark39 so there is no process at Sky CSs to reverse the cancellation of Sky+ cards when a Sky Q installation can not be completed?

No.

Re: My Sky box is telling me that my viewing card is not authorised

Exiled-in-HH — Sun, 16 Jun 2024 07:21:05 GMT

@Mark39 wrote:
@Exiled-in-HH wrote:
@Mark39 so there is no process at Sky CSs to reverse the cancellation of Sky+ cards when a Sky Q installation can not be completed?
No.

@Mark39 So there is a process to reverse the cancellation🤔

Did you Yes rather than NO😉

Re: My Sky box is telling me that my viewing card is not authorised

Mark39 — Sun, 16 Jun 2024 07:59:37 GMT

@Exiled-in-HH wrote:
@Mark39 So there is a process to reverse the cancellation🤔

Did you Yes rather than NO😉

🙄

Re: My Sky box is telling me that my viewing card is not authorised

Annie+UK — Sun, 16 Jun 2024 09:10:06 GMT

Sky CAN NOT reverse a card cancellation, how's that 😇

See question Q50 in my Sky Plus F⋅A⋅Q