topic Re: Ppv happened but nobody ordered it in Sky Q

Ppv happened but nobody ordered it

matri25x — Sun, 31 Mar 2024 12:03:12 GMT

A ppv event has appeared on my account for a TNT wrestling match that nobody in my household ordered. Nobody apart from me knows the pin. I hate wrestling and certainly did not order this. A sky rep said that the pin has to be entered 3 times and basically called me a liar fir saying that I did not order it. So as far as I can see there is no way to change their minds....help please

Re: Ppv happened but nobody ordered it

Daniel0210 — Sun, 31 Mar 2024 12:16:51 GMT

@matri25x

I don't order PPV either so don't know how many times the pin needs entering. It might be wise to change the pin number anyway just in case.

Re: Ppv happened but nobody ordered it

nolte — Sun, 31 Mar 2024 14:51:27 GMT

Have you checked that the pin is indeed turned on for purchases?

See https://www.sky.com/help/articles/managing-parental-settings

As per this

Turning PIN on purchase on or off

Your Sky box is set up to ask for your PIN before you buy or rent any shows, movies or PPV events via the Sky Store or Box Office to keep your account secure.

If you are looking to rent any movies or PPV events via the Sky Store or Box Office, you can turn this off if you wish.

To do this:

1. Press Home on your Sky Q remote and select Settings, then Parental.

2. Enter your Sky TV PIN.

3. Select Family, then PIN on purchaseOff

4. Select Off to remove the need for a PIN for rentals or Box Office, or On to ask for a PIN before a movie can be rented or an event booked.

Re: Ppv happened but nobody ordered it

matri25x — Sun, 31 Mar 2024 15:45:08 GMT

Yes I know about that thanks but the point is that there are only 2 of us in the house, and only I know the pin. I did not order a box office as stated. In fact I have never done so.

Re: Ppv happened but nobody ordered it

MightyQuinn — Sun, 31 Mar 2024 16:53:57 GMT

Hi @matri25x

All you can do is raise a formal complaint https://www.sky.com/help/articles/how-to-make-a-complaint

You could also try viewer relations by emailing viewerR@sky.uk

Re: Ppv happened but nobody ordered it

matri25x — Sun, 31 Mar 2024 17:18:11 GMT

Thanks for the suggestions, I will certainly follow them up. I am expecting a call from Retentions who said a manager will call.

Cheers

Re: Ppv happened but nobody ordered it

Neil+Essex — Sun, 31 Mar 2024 17:34:33 GMT

A pin doesn't require being entered 3 times . Everytime I've ordered a PPV I only enter it once just to confirm the order.

Re: Ppv happened but nobody ordered it

Anonymous — Sun, 31 Mar 2024 18:24:32 GMT

@matri25x wrote:
A ppv event has appeared on my account for a TNT wrestling match that nobody in my household ordered. Nobody apart from me knows the pin. I hate wrestling and certainly did not order this. A sky rep said that the pin has to be entered 3 times and basically called me a liar fir saying that I did not order it. So as far as I can see there is no way to change their minds....help please

You only need to enter the pin once. Have you ever ordered a PPV event on TNT previously as when I used to work for them the charge could be very late in arriving (months and months later in fact). Do you know what the event was exactly? Sky (or TNT perhaps) will be able to tell you exactly when it was ordered.

Re: Ppv happened but nobody ordered it

ozsat — Sun, 31 Mar 2024 18:56:18 GMT

If ordered via the Box then the event has to be watched (even for a second) for it then to charge.

There are other ways to order the event so are you sure it was via the remote?

Re: Ppv happened but nobody ordered it

matri25x — Sun, 31 Mar 2024 19:51:50 GMT

2 answers

1 I have never order a box office event with Sky or Tnt

2 not being aware of this I certainly did not watch it

I wonder how Data Security stands up in this if someone else has ordered this and somehow it has ended up on my account.

Re: Ppv happened but nobody ordered it

Anonymous — Sun, 31 Mar 2024 20:17:44 GMT

@matri25x wrote:
2 answers

1 I have never order a box office event with Sky or Tnt
2 not being aware of this I certainly did not watch it
I wonder how Data Security stands up in this if someone else has ordered this and somehow it has ended up on my account.

TNT bought out BT Sports PPV awhile back so if it was an older order it would have been under BT, not Sky (even if on your Sky bill).

Data security has nothing to do with it and no one can order it and it end up on your account. I would hazard a guess someone in your houshold ordered it without telling you.

Re: Ppv happened but nobody ordered it

best+of+the+best — Sun, 31 Mar 2024 20:19:44 GMT

@matri25x wrote:
2 answers

1 I have never order a box office event with Sky or Tnt
2 not being aware of this I certainly did not watch it
I wonder how Data Security stands up in this if someone else has ordered this and somehow it has ended up on my account.

@matri25x the Discovery+ app on a mobile device also allows you to order PPV content for TNT Sport

Re: Ppv happened but nobody ordered it

nolte — Sun, 31 Mar 2024 20:24:27 GMT

@matri25x wrote:
2 answers

1 I have never order a box office event with Sky or Tnt
2 not being aware of this I certainly did not watch it
I wonder how Data Security stands up in this if someone else has ordered this and somehow it has ended up on my account.

Then there would be an onus on you to prove such.

Re: Ppv happened but nobody ordered it

matri25x — Sun, 31 Mar 2024 20:27:59 GMT

I reiterate there are only 2 in the household ans neither of us has ordered this. I'll check my account weekly from now on. Meanwhile I have a formal complaint registered as recommended earlier. Will post any relevant updates.

Re: Ppv happened but nobody ordered it

twilight+princess — Mon, 01 Apr 2024 12:17:36 GMT

Do you have any pets? I'm wondering if by some strange chance a pet has stood on the remote & somehow changed the channel to ppv & entered the pin.

Re: Ppv happened but nobody ordered it

Raider999 — Mon, 01 Apr 2024 13:38:46 GMT

@nolte

It is extremely difficult to prove you didn't do something.

Just ask any postmaster who used Horizon system.

Re: Ppv happened but nobody ordered it

Anonymous — Mon, 01 Apr 2024 15:22:49 GMT

@Raider999 wrote:
@nolte

It is extremely difficult to prove you didn't do something.

Just ask any postmaster who used Horizon system.

In this case they can tell where the order was made from in terms of using the remote or browser and of course the exact date & time.

Re: Ppv happened but nobody ordered it

Raider999 — Mon, 01 Apr 2024 17:56:29 GMT

@Anonymous I am sure they can (as the post office could), however my point was it is difficult for the poster to disprove anything sky says

Re: Ppv happened but nobody ordered it

nolte — Mon, 01 Apr 2024 18:33:20 GMT

The poster, if they believe account security has been breached, should also ensure that they change any passwords/pins associated with the breaches.

If password is used on several websites, they should change it on all of them.

Re: Ppv happened but nobody ordered it

matri25x — Wed, 01 May 2024 20:03:04 GMT

After going to Deadlock, Sky closed the case and the charge was amicably deleted.