Resetting Pin option isn't available on my sky

[Julian21]

My elderly in-laws have just changed to sky Q, but the parental controls stop them watching lots of programs. The PIN they wrote down ( last 4 digits of the viewing card) doesn't work. I have connected their sky Q box to the broadband , but when I go through settings and my sky, there is no option to reset pin. 

[caesarome]

@Julian21 

If they were sent a new viewing card when changing to Sky Q then try the last 4 numbers on that viewing card.

[Julian21]

That number doesn't work, that's the problem

[caesarome]

@Julian21 

Have you tried the reset option by providing the required payment details as per this:

https://www.sky.com/help/articles/your-pin-sky-q-unblock

[Julian21]

Yes I have. The resetting pin isn't available on their sky q box. They also have no means of accessing the internet, so have no My Sky account. That is why I have tried this forum, no one will answer the phone to them

[Invisiblename]

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@Julian21 wrote:

Yes I have. The resetting pin isn't available on their sky q box. They also have no means of accessing the internet, so have no My Sky account. That is why I have tried this forum, no one will answer the phone to them

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That's your problem - no internet.  Could you temporarily setup your phone as an internet hotspot?

[Julian21]

No they have broadband for their phone line and I connected their sky Q box to the broadband ( something the installing engineer didn't do). But they have no computer or smart phone so do not have their own my sky account. Normally they have always rung and spoken to someone, but no one will answer on the help line it just sends them yo forums that they can't access. I am trying to sort it for them.

[Invisiblename]

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@Julian21 wrote:

No they have broadband for their phone line and I connected their sky Q box to the broadband ( something the installing engineer didn't do). But they have no computer or smart phone so do not have their own my sky account. Normally they have always rung and spoken to someone, but no one will answer on the help line it just sends them yo forums that they can't access. I am trying to sort it for them.

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Sorry, but I don't understand "they don't have their own Sky account", they must have an account to have Sky Q and make the payments. 

[Laing1]

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@Invisiblename wrote:

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@Julian21 wrote:

No they have broadband for their phone line and I connected their sky Q box to the broadband ( something the installing engineer didn't do). But they have no computer or smart phone so do not have their own my sky account. Normally they have always rung and spoken to someone, but no one will answer on the help line it just sends them yo forums that they can't access. I am trying to sort it for them.

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Sorry, but I don't understand "they don't have their own Sky account", they must have an account to have Sky Q and make the payments. 

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@Invisiblename I think they are talking about the my Sky app that they dont have