Problems receiving a replacement Sky Q viewing card

[Hackman]

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?  

[Hackman]

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 😉

[Daniel0210]

@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.

[Hackman]

Thank you Daniel0210 for your response and I note your comments. I've factored in the vagaries of Royal Mail, thus my suggestion of an alternative courier. Following my post earlier today, I've had a call from Sky and an assurance that they're  going to monitor the situation over the next few days to see if it is resolved. to my satisfaction. Best wishes. 

[Hackman]

Despite receiving repeated assurances and Sky supposedly monitoring my situation, I have still not received a replacement Sky Q viewing card. It will be three weeks tomorrow since I first requested one, on Tuesday 12th May. I can only conclude that Sky are completely incapable of fulfilling something so customary. I therefore ask the question, which I posed in my first post, does anyone know I escalate this?

[Daniel0210]

@Hackman 

This link explains the methods of making a complaint.

https://www.sky.com/help/articles/how-to-make-a-complaint 

Sky will then have up to 6 weeks to resolve it or you can then request a deadlock letter potentially allowing you to take it further.

Also see this link

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/ 

[Hackman]

Hi Daniel0210, thank you again for your advice. I'm minded to either submit a complaint or cancel my contract with Sky. I'll wait to see if anyone from Sky comes back to me within the next 24 hours before I make my final decision. All good wishes. 

[Daniel0210]

@Hackman 
If your minimum term has ended you’ll need to give Sky 31 days notice by which time hopefully a card has arrived. The latest T’s and C’s explicitly state you can’t cancel when still in a minimum term deal unless Sky agree. If they agree you’ll have to pay the remainder of your discounted term. 

Are you sure Sky have your correct home address? 

[Hackman]

Hi Daniel0210, I'm aware of the notice I have to give and, in many ways, the content of my earlier post is born out of my utter frustration. In conversations I've had with Sky representatives I've confirmed my address and asked the question as to whether they are sending the cards to my address and I have been told, more than once, that they are. There was no postal delivery today so I went to local Royal Mail Delivery Office this afternoon, not for the first time I might add, to see if there was anything there but to no avail. I received a telephone call from a Sky repesentative last Sunday, 31st May, and he's due to contact me tomorrow. I'll report back tomorrow, hopefully with some good news🤞 Thank you for your continued interest and support. 

[Hackman]

In this thread I've attempted to convey my attempts to obtain a replacement Sky Q viewing card following my mistake, as detailed in my intial post on 28th May 2026. 

The following is a catalogue of hollow assurances I've received from Sky representatives since I first contacted Sky by telephone on Tuesday 19th May (please note that I quoted 12th May in previous posts which was an error). I was told that a card had been ordered and received this text, dated 19th May:-

Viewing card successfully ordered

Delivery takes 3-5 working days

Regards

Sky. NoReply

No card was received

I telephoned again on 28th May and subsequently received this text:-

Viewing card successfully ordered, you can expect it by 5/29/2026.

Thank you,

Sky NoReply

No card materialised

On Sunday 31st May I received this text:-

Hi, my name's Fabrice from Sky. I'll call you in the next hour or so to discuss your recent calls. Our number may be shown as unknown. NoReply

I subsequently received a call from Fabrice who expressed surprise as to the situation and stated that he would monitor it over the next few days and call me back today, Wednesday 3rd June, by 20:00.

It is now 20:00 on 3rd June and I've still not received a replacement card and neither Fabrice, or anyone else from Sky, has had the decency to call me today. 

As recommended by Daniel0210, to whom I'm extremely grateful for his interest, I will be submitting a complaint as a last result. 

I doubt that anyone from Sky actually reads the content of this Sky Community site, nonetheless, I wish to put on record that the customer service I've received has been absolutely disgraceful and Sky should be ashamed. 

[Danz994]

Hi @Hackman , 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