Recurring Problem with Sky Viewing Card

[TDGuy]

For the last week I have been getting viewing card errors almost every day on my sky+ box. I get all the free channels, but the paid for channels display the message "this is the wrong viewing card for this box" (or a smiliar message, it's not always exactly the same) or just some of the paid for channels like the Cinema channels.  The first time it happened I called up Sky and they were able to fix the problem by manually sending through a signal, but the same thing happened again within hours. I managed to get the channels working again by fiddling with system settings. But now the problem has occurred again but only the sky cinema film channels are affected. Does anyone know what the best solution is? Do I need a new viewing card? How do I get one? I've had the box for years and never had a problem before. I don't want to upgrade to a sky Q box. I just want this problem to be rectified without having to call sky all the time. Thank you!

[Annie+UK]

Contact sky again and tell them their fix was only temporary

[TDGuy]

Thank you, Annie. I called Sky again and they are sending me a new viewing card, which may fix the problem. 

[TDGuy]

I am now getting the same problem on my second sky+ box: the cinema channels display the message "this is the wrong viewing card for this set-top box" and I am also unable to watch the films in the planner. I am told the problem is one of two things, the viewing card or the boxes need replacing  (they are quite old) and my best option is to upgrade to Sky Q. I'm waiting for a new viewing card for one box and if that fixes the problem then a new card may work on the second. If not, and I need new boxes,  I will probably downgrade to freesat eventually as I really don't want Sky Q. 

[TDGuy]

Update: I received a new viewing card but it did not fix the problem with sky cinema. I have therefore cancelled sky cinema as I was having to call sky everyday and I wasn't receiving them on my other box either or able to play the recorded movies from the planner so it was not worth paying for them. I don't know if the problem is the age of the boxes or a problem sky's end but the movies would only be available for a few hours before I'd  get the "this is the wrong viewing card for this set-up box" message, then I'd have to call sky, they'd fix it, but they'd go again.

I have been a happy customer with sky for many years, no problems at all, first class service, have always been offered a good choice of packages, and Sky+ has been fantastic. However, sadly, I am now going to have to change to freesat in the near future as sky has left those of us who don't want wireless connectivity for multiroom with little choice.  I think this is a poor decision by sky. There should be some diversity of choice regarding boxes so that people who don't want wifi mini-boxes can remain a sky customer and continue to have two boxes that are independent of each other for multiroom. It is also very unfair that long-time customers cannot change their existing packages, which are more expensive than those currently on offer, and may no longer suit their needs, unless they change to sky Q. Very disappointed with Sky.

[oj01]

@TDGuy wrote 

• There should be some diversity of choice regarding boxes so that people who don't want wifi mini-boxes can remain a sky customer and continue to have two boxes that are independent of each other for multiroom.

You can continue with your existing setup. Sky only don't allow this setup for new customers. 

• It is also very unfair that long-time customers cannot change their existing packages, which are more expensive than those currently on offer, and may no longer suit their needs, unless they change to sky Q. Very disappointed with Sky.

You can absolutely change your viewing package and remain with Sky +. I did this recently. 

[Mark39]

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@TDGuy wrote:

It is also very unfair that long-time customers cannot change their existing packages, which are more expensive than those currently on offer, and may no longer suit their needs, unless they change to sky Q. Very disappointed with Sky.

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Not sure what you mean. The viewing packages are independent of the hardware you use and are available to Sky+ customers. The only difference is that the legacy Sky+ platform was designed around 20 years ago and simply can't handle apps. like Netflix.

[TDGuy]

Thank you for the reply. For now it is possible to stay with sky+,  and I plan to do so for as long as it is available, but for how long? Will it be retired eventually? Is it worth buying more recent sky+ boxes (mine are about 10 years old) if sky+ is retired in 1, 2,  or 3 years time?

It is possible to change some things on your packages  i.e. add cinema, or HD, but it is not possible to change the core package. Mine, for example, is the old variety package at £39 a month. It is not possible to change this to a cheaper one, like signature, without getting Sky Q. I know because I asked only last week and was told categorically no. I could not get a cheaper package and have to stay on this one unless I get Q. This is very unfair. I was told the best they could do was give me  sky cinema at a discount as a VIP customer, so I took this up, but the channels  don't work. 

I might invest in some used newer sky+ boxes, as I really do love sky+, but I fear that sky+ will be retired eventually so it is only a matter of time before I have to got to freesat.

[Mark39]

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@TDGuy wrote:

It is possible to change some things on your packages  i.e. add cinema, or HD, but it is not possible to change the core package. Mine, for example, is the old variety package at £39 a month. It is not possible to change this to a cheaper one, like signature, without getting Sky Q. 

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You were wrongly advised. The Signature package is available to Sky+ customers.

[oj01]

@TDGuy The advisor you spoke to was misinformed. I changed to Sky Signature a couple of months ago with Sky +. In fact, I don't think that you can re contract without switching to Signature. It has nothing to do with changing your hardware to Sky Q. 

[TDGuy]

Thank you very much for your feedback. Is a Sky employee able to confirm that it is possible to change to signature from variety without changing to Sky Q? I was told it was categorically impossible. When I took up the sky cinema offer last week I was recontracted on variety package for 18 months. Even though I have cancelled the sky cinema in the cooling off period, as I cannot get the channels, I was told the new contract has to remain and I am contracted on variety for another 18 months, though they said I should be able to cancel at anytime.