Card Reader Issues - Box Isn't Working.

[pfamily2021]

Hello!

We've followed the site recommended restart, as well as tested the box with multiple different cards, since we have multiple in the house. We still get the Card Issues pop up on the tv.

We've tried calling, and they recommended us to here. I'm thinking we need a new box for the room? But I'm not sure how to go about getting it all fixed. Any help is appreciated! Thank you!

[Mark39]

@pfamily2021 can you tell us exactly what error message you're seeing?

[pfamily2021]

Sorry!! Yes, of course.

“There is a problem with your viewing card, ensure your Sky viewing card is correctly inserted"

The card is correctly inserted! And we tried two cards on the box, so I'm assuming it's a box issue instead of a card issue? The cards both work on a different sky box in the house.

Thank you!

[Annie+UK]

Only one card will work for a box all others will be blocked. It is very rare for a card reader to go faulty

Have you ordered Sky Q at anytime in the past?

[Mark39 · Accepted solution]

No worries @pfamily2021 . I suspect you're right and this is a problem with the card reader inside the box rather than the Card itself. Just to check  - you have the Card fully inserted with the gold chip facing down?

You could give Sky a call and request a replacement Card, just in case. Be ready for the hard sell to upgrade. They can send you a replacement Card do complain if they tell you otherwise.

Unfortunately Sky no longer allow you to pair your Viewing Card with a replacement box. That means you wouldn't be able to record and you would only be able to watch the free to air channels on a replacement.

You may want to consider whether now might be the time to switch either to Sky Q (satellite based) or Sky Stream (internet based). The only alternative I can see is for you to find a TV/Sky repair shop to take a look.

[pfamily2021]

Thank you so much for the detailed answer. I'll relay this to my family and see what we decide on. 

I am bracing myself for the upgrade talk! As well as the upsell! Haha. 

Okay, so the options are a new replacement card, changing to a different Sky package ( Sky Q or Stream ), or find a repair shop to look at it?

I'll call them and ask for a replacement card first and see how that goes. Thank you very much!

[pfamily2021]

An update! 

We called, and as you said they kept telling us that they cannot give us a new card and that we MUST upgrade to Sky Q. I said 'No, I went on the forums and they said you can'. After two more attempts, they finally said they will transfer me to a different department and call us tomorrow, as this was the Mobile department? 

I am prepared to survive the upsell tomorrow too!

Again, thank you so much for your help. I'm doing this for my grandparents, so I am really grateful for the warning on the upselling so they didn't get caught in the trap. They're already paying a lot of money each month for Sky, so we're dreading any forced routine changes haha.