topic Re: problem getting a new viewing card in Account & Billing

problem getting a new viewing card

frustrated110 — Tue, 20 Jan 2026 14:07:03 GMT

Does anyone have a similar experience to me? I've tried for at least three weeks to get a new viewing card. Every time I speak to an agent they say they will send one out - but nothing arrives. I need a new one because my Sky Q box stopped functioning therefore it was suggested that I need a new one. This was ordered on 27th December. But nothing arrived, so when I contacted a Sky agent again I was told no order had been placed, so a new order placed. When it arrived my old viewing card would not get recognised. Hence the need for a new card. I've been told it takes 5 - 7 Working Days for one to arrive. This means I'll have been a calendar month without any access to Sky or any other products which require access.

I was wondering if anyone else has experienced anything like this. I've edited some of the other issues I've had with people at Sky who's job it is to help and resolve issues too. One of them suggesting it's my fault as the agents employed do not know how the ordering system works. Isn't life fun when you get help such as this !

Re: problem getting a new viewing card

didder70 — Sun, 25 Jan 2026 17:47:55 GMT

I need a new viewing card please 🙏

Re: problem getting a new viewing card

MightyQuinn — Sun, 25 Jan 2026 18:02:43 GMT

@didder70 wrote:
I need a new viewing card please 🙏

Hi @didder70 I'm afraid that only Sky can help you there.

Re: problem getting a new viewing card

TSMandez — Mon, 26 Jan 2026 12:16:57 GMT

Hi there @frustrated110, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: problem getting a new viewing card

AndrewScotting — Tue, 10 Feb 2026 17:15:54 GMT

I have had exactly the same issue. No viewing card since December 30th. They say it is being dispatched and it never arrives. One guy even said he had put it on Express Delivery. They never arrive. Yesterday, an engineer came out, but he was unable to activate one of his viewing cards because I didn't have a viewing card number that is active. He phoned the office, and they said they would dispatch and I would receive in 3-5 days. No email or text confirming this, so I assume no card will arrive.

Re: problem getting a new viewing card

MarkGoldsmith — Tue, 10 Feb 2026 19:02:43 GMT

@AndrewScotting wrote:
I have had exactly the same issue. No viewing card since December 30th. They say it is being dispatched and it never arrives. One guy even said he had put it on Express Delivery. They never arrive. Yesterday, an engineer came out, but he was unable to activate one of his viewing cards because I didn't have a viewing card number that is active. He phoned the office, and they said they would dispatch and I would receive in 3-5 days. No email or text confirming this, so I assume no card will arrive.

@AndrewScotting To see if they can help with this issue I have escalated it to the Sky Messaging team who should be in touch with you regarding this shortly via a colourful chat bubble which will appear at the bottom of this page.

You may need to refresh your browser for the chat bubble to appear.

Responses from the messages team aren't immediate so you need to check the chat often to see when they are replied. The chat bubble will also be present for 48 hours. Its worth noting the messaging team will ask you to verify your identity so they can confirm you are the account holder.

More information on the escalation process can be found here:
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: problem getting a new viewing card

frustrated110 — Wed, 11 Feb 2026 09:01:09 GMT

Hello, yes I had a similar issue to you, as my previous posting on here shows. Like you, eventually I got resolution by an actual Sky employee referring me to one of the team,Gillian I believe. She was able to see that MY problem was being caused by the "Back Office" not clearing a defective box that I had returned to them. This meant that they apparently could not send out a new card because, for some reason, the system does not permit two orders to be issued at the same time. When these admin staff actually did clear my return I received a new card the next day - which was really gratefully received.

My understanding of the Agents that Sky uses as a first port of call is that they have to follow a script and when issues fall outside of this they have no freedom, or perhaps training, to solve anything. I believe that the different parts of the organisation are completely separate so have no connection with each other - making resolution of problems very difficult. The training issue also seemed an issue when I 'phoned a helpline too. A woman suggested that it was my fault that I kept on contacting Sky and it was this that was causing the problem. Unsurprisingly, I did not accept this as the cased and history has shown that it isnt the cause. I hope this may have been helpful to anyone experiencing something similar. Its very frustrating isnt it!