Unable to update Mothers payment details

[Jg791]

I am an issue with my mothers sky stream, she has a new debit card and it won't accept the details for that or her bank for direct debit, she is 89 years old last time she was contacted by sky they put her on the fastest broadband speed and reduced her sports channels for more money so the thought of contacting sky makes me uncomfortable but the issue remains and I don't know what to do? Any ideas please? 

Moderator actions: Edited title to make more relevant

[caesarome]

@Jg791 
Dp you get any sort of error message when trying to update the card details ?

[Jg791]

Hello, either verification failed or transaction unsuccessful for both direct debit on the card or the linked banked account, i have made a separate payment to cove4 the month now with the same card, if i was being cynical the fact they want her to phone is the issue, thanks for replying 

[DaveDrizen]

Has she used the new debit card for any other transaction s like shopping ect I am nor sure what bank  your mother is with but with my bank when I get a new card it needs to be activated before it can be used to full use  I think includes using it on line. It can't just betaken  out of the envelope and used. With my bank it activated by  using once in shop to buy something and puting the pin in to shops machine ( it will not work  taping the machine this time) and then let machine do it thing and then you will be able to use as normal alternately you go to hole in wall machine and again puting the pin  and whe you get the next screen just cancel if don't actuly want any money the card again can then be used as normal.  I hope this helps

[Jg791]

Hello, thanks again, the card has been used before and afterwards