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Discussion topic: Pairing my Sky Q card to my new Sky Q box

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This message was authored by Ian889 This message was authored by: Ian889

Pairing my Sky Q card to my new Sky Q box

Hi there

 

I have just received a Sky Q box as a free upgrade.

 

I had the new box installed last week with the new card delivered a few days earlier. The engineer installed the box with no problem, easily linking it to the internet and remote. The problem came with the pairing of the card to the box. The engineer went through the settings/system info/pairing menu and we got the "card pairing" message. Trouble is, the message remained and the card did not pair. The engineer did another reboot including a complete system reset. Same result....the box got stuck on the card pairing option. 

OK...the issue could be with the box...so the engineer went back to his van and got out a new Sky Q box. Went through the whole process again...with the exact same result: the card got stuck on the "card pairing" option. After a lot of head scratching, the engineer phoned technical support, but they couldn't do anything either. The engineer told me to wait 4 hours and if nothing happened to contact sky again and request a CRF. That I did, and 72 hours later still no success. Same on screen message. 

So back to Sky I went and the man on the phone told me that there was no problem at their end. After half an hour of instructions (take out the card and clean it etc) still no success. 

End result? Another engineer coming out next week. I have a sneaking suspicion that the card could be faulty. 

Anyone out there have any ideas? 

 

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This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Pairing my Sky Q card to my new Sky Q box

Posted by a Superuser, not a Sky employee. Find out more

@Ian889 

The engineers usually carry a couple of spare cards. I'm surprised he/she didn't try one. 


▪️ I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by Chodley This message was authored by: Chodley

Re: Pairing my Sky Q card to my new Sky Q box

Posted by a Superuser, not a Sky employee. Find out more

Does sound like a dodgy card

Ian889
Topic Author
This message was authored by Ian889 This message was authored by: Ian889

Re: Pairing my Sky Q card to my new Sky Q box

Yep...it's looking like a faulty card is at fault here. I wasn't aware the engineers carried spare cards. I'm assuming they can be programmed on site over the internet. 

Interesting to see what happens next week...

 

Thanks for the replies

This message was authored by IWH889 This message was authored by: IWH889

Re: Pairing my Sky Q card to my new Sky Q box

So the engineer has been and a new card used. The new card paired...but then unpaired itself after around 4 hours. Result? Back to stage 1: card refuses to pair.

 

Getting new machine next monday as well as a new card...very frustrating. 

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