topic Problems receiving a replacement Sky Q viewing card in Sky Q

Problems receiving a replacement Sky Q viewing card

Hackman — Thu, 28 May 2026 16:56:24 GMT

I have to confess that I made the cardinal error of leaving the Sky Q viewing card in the box when I received a replacement on Tuesday 12th May 2026 after problems with the interface between a new Virgin router and the Sky box. Realising my error I immediately telephoned to request a replacement and I received a text at 10:34am on Tuesday 12th confirming that a card had been successfully ordered and that it would be delivered within 3 to 5 days. Some ten days on I've received no card and I therefore contacted Sky today and I was told that "due to a technical glitch" there is no record on my account of my aforementioned request. I was assured by the Sky representative that a card had been successfully ordered and I can expect it tomorrow, Friday 29th May. I received a text at 12:58 in confirmation. Based on my experience, I have absolutely no confidence that a card will arrive tomorrow, courtesy of the Royal Mail. Has anyone else had a similar experience and if, as expected, no card falls through the letterbox how do I escalate it?

Re: Problems receiving a replacement Sky Q viewing card

Hackman — Sun, 31 May 2026 09:49:59 GMT

Further to my post dated 28th May 2026 and despite assurances that I'd receive a new Sky Q viewing card on Friday 29th May it didn't arrive. I spoke to another Sky representative yesterday, 30th May, who arranged for another card, the third, to be despatched. An engineer is also scheduled to visit on Tuesday 9th June. Although I've got no idea why it should be taking so long to receive a card, I suggested that maybe an alternative courier to the Royal Mail should be employed, for example DPD who delivered the new Sky Q box, but I was told that that wasn't possible. Bearing in mind that I made my initial request on 12th May, it's now 20 days since I attempted to resolve this issue and I still remain pessimistic that it will concluded in the next few days.. I would point out that each Sky representative I have spoken to has been courteous even though I have become more and more exasperated with every call I've made. For those of you who read this post, and my previous one, the moral of the story is:- whatever you do don't lose your viewing card 😉

Re: Problems receiving a replacement Sky Q viewing card

Daniel0210 — Sun, 31 May 2026 09:57:17 GMT

@Hackman

No idea how much of the delay is down to the manufacture of the cards, the process for posting them out to customers or simply the slow UK postal service.

Unfortunately if you make a complaint Sky have up to (another) 6 weeks to resolve it.