Sky account saying viewing card cancelled but I’ve paid bill and all subscription packages showing

[KT251]

Tried to watch tv, error message says we need to upgrade to watch any channel. Checked account on MySky and all packages showing as live and working but message on there saying the viewing card has been cancelled today. All bills up to date and we haven't cancelled anything. Tried phoning and chat but sent round in circles to website but no help available.

[caesarome]

@KT251 

You will have to call Sky about this so when you do just remain on the line for as long as you can and say nothing if asked anything by the bot. This might have happened if you have placed (and perhaps cancelled) an order for Sky Q or Stream.

[KT251]

Thank you will try that to get to speak to an actual person today just kept getting redirected to  unhelpful articles online and this community all yesterday. That's why it's so strange, we haven't made any changes and have had SKY Q for years.

[AA0071]

I have had exactly the same problem yesterday tried everything reboot software update etc but found that same message on my bill on yesterday as well 

[AA0071]

I've also cleaned viewing card and requested call back still no change same message on tv - you need to upgrade your subscription but my bill is saying viewing card cancelled haven't added or bought any products 

is calling sky my only option here ?

[KT251]

We tried all that too, I'm going to try calling today as last resort. 

[AA0071]

Let me know how you get on with them I'm going to have to do the same 

[Martin795]

I have had exactly the same issue, my bill is paid up to date and my contract with sky for broadband and TV package do not run out untill may 26 and may 27 respectively. I have not been able to speak to a human just virtual robots that can't answer my question.

[KT251]

Hi I managed to speak to people today took an hour and three different departments. All eventually said they'd never had the issue and ended up sending an engineer who is coming tomorrow. If I get any answers I'll post here.  Hope you get sorted. Their customer service appears to be customers sorting it out for each other!

[Martin795]

Hi thank you for reaching out l plan to call early tomorrow morning hoping to speak to a human. Look forward to you posting your outcome...good luck.

[KT251]

So finally got it resolved. Engineer couldn't help as it's a technical issue - card deactivated in error at Sky end but all subscriptions showing as active at their end. More hours on phone and several more departments later I finally got through to the technical department by pure luck. If you have the same issue, you need to speak to technical. Took another hour of remote software updates on the phone but I've finally got my tv back and my recordings. He also sorted re-contracting at a lower price than we've been paying and compensation for the 3 days loss of service.