Sky Q not picking up subscription

[Llovey]

I cancelled my old sky TV subscription and recently resubscribed. Using my old sky Q box I was told it would work instantly. I have updated the software on the sky Q box but it's still not working. Sky go is working on my phone but not my sky Q box. 

[Chodley]

What do you mean by "old Sky Q box"? Was that not sent back when you cancelled?

Sounds like they have not associated the new sub with what sounds like an old viewing card.