topic Re: Sky+HD secure channel not established (4) in Sky+

Sky+HD secure channel not established (4)

RuSure — Mon, 18 Nov 2024 12:14:33 GMT

I recently obtained a refurbished Sky+HD box to replace an old one that had died. I've completed software updates and card pairing processes several times but I'm having ongoing trouble accessing most of the HD channels and downloading/recording/live pause functionality. When I try to view HD channels I get an on screen message advising me to pair my card. After following the instructions and waiting the channels don't show. However, the card does appear to be paired with the box when I check on MySky and also all the SD channels in my subscription are available. I have another similar box as part of a multiroom subscription and one difference I have noticed is that in the system details my "new" box reports "secure channel" is "not established (4)", whereas my other box reports "OK (0)". Is this likely to be the source of the problem? If so how would I go about getting it fixed? I don't want to move to Sky Q for a number of reasons. Thanks.

Re: Sky+HD secure channel not established (4)

Mister_Dalek — Mon, 18 Nov 2024 12:17:27 GMT

@RuSure

Sky have recently placed a lock on all Sky+ viewing cards. They now cannot be paired to any replacement box so I'm afraid you're out of luck. Your only option is to switch to Sky Q, Sky Stream, Sky Glass or NOW for Sky TV services.

Re: Sky+HD secure channel not established (4)

Annie+UK — Mon, 18 Nov 2024 12:17:36 GMT

See question Q54 in my Sky Plus F⋅A⋅Q

Re: Sky+HD secure channel not established (4)

TimmyBGood — Mon, 18 Nov 2024 12:18:53 GMT

@RuSure

Unfortunately Sky withdrew the ability to pair a card with a Sky+ HD box box not supplied by them at the end of October 2024.

All previous advice about using second-hand hardware to replace a failed unit is now obsolete.

Re: Sky+HD secure channel not established (4)

Exiled-in-HH — Mon, 18 Nov 2024 12:18:49 GMT

When did you pair the card to the replacement box?

Pair cards to replacement boxes is no longer supported🙁

Re: Sky+HD secure channel not established (4)

RuSure — Mon, 18 Nov 2024 14:39:07 GMT

Thanks for all the replies. I initially tried to pair on Oct 31. I don't have any reason to doubt the replies, but it seems that this withdrawal of service is not well publicised. All the help information available through the MySky app and MySky online give instructions on how to perform pairing and tech support personnel on Oct 31 did not mention that Sky had blocked new pairing. I don't believe that this is a better way to treat customers - especially those of long standing. Is it known whether this can be the subject of some sort of escalation or appeal?

Re: Sky+HD secure channel not established (4)

Daniel0210 — Mon, 18 Nov 2024 14:45:13 GMT

@RuSure

You can't appeal it. It applies to all Sky+/HD customers.

You can't now pair a viewing card to another Sky+ box. Sky Customer Services are available to provide advice and troubleshooting. Sky+, being a legacy package, is no longer supported by Sky.

You can still call Sky to discuss your options moving forward which will be upgrading to Sky Q or moving to Glass / Steam to continue to view Sky content through a Sky subscription.