topic Re: Viewing card not activating on brand new SkyQ box in Sky Q

Viewing card not activating on brand new SkyQ box

BaggersM45 — Fri, 28 Nov 2025 13:54:03 GMT

Hi,

I've been sent a brand new SkyQ as I was having broadband and mini box connectivity issues with the current one. During setup of my new SkyQ the viewing card won;t activate. It keeps telling me I need a broadband connection.

I've been on to Sky support and they went though the usual steps and all they can offer is yet another SkyQ box, arriving in 3-4 days and an engineer visit in 3 days (and that was a priority!!). So in the meantime no Sky channels. Not happy about that BTW.

Anyway, are issues with a very old viewing card and a brand new SkyQ box something users have seen before? Any solutions beyond waiting 4 days for another box which most likely will encounter the same issue!

Steve.

Re: Viewing card not activating on brand new SkyQ box

BaggersM45 — Fri, 28 Nov 2025 14:14:19 GMT

Apologies, Pair Viewing Card, not activate.

Re: Viewing card not activating on brand new SkyQ box

oldfella — Fri, 28 Nov 2025 16:48:11 GMT

@BaggersM45 wrote:

Apologies, Pair Viewing Card, not activate.

Do you have a Broadband connection @BaggersM45

Re: Viewing card not activating on brand new SkyQ box

BaggersM45 — Sat, 29 Nov 2025 09:18:17 GMT

Yep, checked all that on the call with Sky. Reset connection etc etc.

The reason I called them initially was connection issues between skyq and the Sky broadband. Intermittent disconnections. Which is why they shipped me a new box.

But during setup it does say network is connected okay though.

Steve.

Re: Viewing card not activating on brand new SkyQ box

oldfella — Sat, 29 Nov 2025 12:15:56 GMT

@BaggersM45 wrote:

Yep, checked all that on the call with Sky. Reset connection etc etc.

The reason I called them initially was connection issues between skyq and the Sky broadband. Intermittent disconnections. Which is why they shipped me a new box.

But during setup it does say network is connected okay though.

Steve.

Hi @BaggersM45

Are you on Sky fibre with the new Sky Max router?

Re: Viewing card not activating on brand new SkyQ box

BaggersM45 — Mon, 01 Dec 2025 06:53:10 GMT

Yep. Sky full fibre. The new white sky router (not the round WiFi 7 one). It's a skyq UHD 2 TB box.

Steve

Re: Viewing card not activating on brand new SkyQ box

Quoman7 — Mon, 01 Dec 2025 08:32:46 GMT

Hi @BaggersM45 While you wait for your engineer visit, you should still be able to watch SKY content with the SKY Go app on your smart TV or other devices.

Re: Viewing card not activating on brand new SkyQ box

BaggersM45 — Mon, 01 Dec 2025 08:55:18 GMT

Thanks. Watched the F1 on my phone. Can't get skygo on my Samsung TV (or can't find the app!)

Engineer came this morning and said I need a new viewing card. Should have had one sent with the new skyq box. Said it's too old and not compatible. Sky should have known that??

Re: Viewing card not activating on brand new SkyQ box

BaggersM45 — Mon, 01 Dec 2025 22:34:13 GMT

The engineer Sky sent said I should have been given a new viewing because the one I had wasn't compatible. Was arranging for a new one. Will see if that turns up and works.

Re: Viewing card not activating on brand new SkyQ box

BaggersM45 — Wed, 03 Dec 2025 08:59:35 GMT

Fixed it myself. The Firewall Secirity on my router was set to High and that was blocking the viewing card callback. I reduced it to Default (Low) and the old viewing card paired straight away.

So new SkyQ didn't need a new card and works with the old card.

Re: Viewing card not activating on brand new SkyQ box

BaggersM45 — Thu, 04 Dec 2025 13:51:54 GMT

Just to complete the experience .....

After getting the current card working, and getting all my channels back, Sky then deactivated it becasue they are sending me a new one. So I lost all the channels again.

As with other posts on this, why Sky can't deactivate the current card after the new one arrives I'll never understand.

Re: Viewing card not activating on brand new SkyQ box

Laing1 — Thu, 04 Dec 2025 16:30:26 GMT

@BaggersM45 wrote:

Just to complete the experience .....

After getting the current card working, and getting all my channels back, Sky then deactivated it becasue they are sending me a new one. So I lost all the channels again.

As with other posts on this, why Sky can't deactivate the current card after the new one arrives I'll never understand.

@BaggersM45 possibly because Sky send the new card by royal mail post so won't know when your new viewing card arrives and I don't think Sky Q allows for 2 cards to be activated at the same time, If your old card number started with a 7 or above then it was fine to work with Sky Q

Re: Viewing card not activating on brand new SkyQ box

TheLancastrian — Sat, 31 Jan 2026 11:24:11 GMT

We are having long wait for a new Qbox delivery and your comment about cards starting with 7 was useful and our does start with a 7 so our should work (but with most things Sky I usually add 'in theory'