Viewing card not activating on brand new SkyQ box

[BaggersM45]

Hi,

I've been sent a brand new SkyQ as I was having broadband and mini box connectivity issues with the current one. During setup of my new SkyQ the viewing card won;t activate. It keeps telling me I need a broadband connection.

I've been on to Sky support and they went though the usual steps and all they can offer is yet another SkyQ box, arriving in 3-4 days and an engineer visit in 3 days (and that was a priority!!). So in the meantime no Sky channels. Not happy about that BTW.

Anyway, are issues with a very old viewing card and a brand new SkyQ box something users have seen before? Any solutions beyond waiting 4 days for another box which most likely will encounter the same issue!

Steve.

[BaggersM45]

Apologies, Pair Viewing Card, not activate.

[oldfella]

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@BaggersM45 wrote:

Apologies, Pair Viewing Card, not activate.

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Do you have a Broadband connection @BaggersM45 

[BaggersM45]

Yep, checked all that on the call with Sky. Reset connection etc etc. 

The reason I called them initially was connection issues between skyq and the Sky broadband. Intermittent disconnections. Which is why they shipped me a new box. 

But during setup it does say network is connected okay though. 

Steve. 

[oldfella]

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@BaggersM45 wrote:

Yep, checked all that on the call with Sky. Reset connection etc etc. 

The reason I called them initially was connection issues between skyq and the Sky broadband. Intermittent disconnections. Which is why they shipped me a new box. 

But during setup it does say network is connected okay though. 

Steve. 

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Hi @BaggersM45 

Are you on Sky fibre with the new Sky Max router?

[BaggersM45]

Yep. Sky full fibre. The new white sky router (not the round WiFi 7 one). It's a skyq UHD  2 TB box. 

Steve 

[Quoman7]

Hi @BaggersM45 While you wait for your engineer visit, you should still be able to watch SKY content with the SKY Go app on your smart TV or other devices.

[BaggersM45]

Thanks. Watched the F1 on my phone. Can't get skygo on my Samsung TV (or can't find the app!)

Engineer came this morning and said I need a new viewing card. Should have had one sent with the new skyq box. Said it's too old and not compatible. Sky should have known that??

[BaggersM45]

The engineer Sky sent said I should have been given a new viewing because the one I had wasn't compatible. Was arranging for a new one. Will see if that turns up and works. 

[BaggersM45 · Accepted solution]

Fixed it myself. The Firewall Secirity on my router was set to High and that was blocking the viewing card callback. I reduced it to Default (Low) and the old viewing card paired straight away.

So new SkyQ didn't need a new card and works with the old card.

[BaggersM45]

Just to complete the experience .....

After getting the current card working, and getting all my channels back, Sky then deactivated it becasue they are sending me a new one. So I lost all the channels again.

As with other posts on this, why Sky can't deactivate the current card after the new one arrives I'll never understand.

[Laing1]

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@BaggersM45 wrote:

Just to complete the experience .....

After getting the current card working, and getting all my channels back, Sky then deactivated it becasue they are sending me a new one. So I lost all the channels again.

As with other posts on this, why Sky can't deactivate the current card after the new one arrives I'll never understand.

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@BaggersM45 possibly because Sky send the new card by royal mail post so won't know when your new viewing card arrives and I don't think Sky Q allows for 2 cards to be activated at the same time, If your old card number started with a 7 or above then it was fine to work with Sky Q