Elderly grandparent no signal, no account info

[Shelley5]

Hi my 90 year old grandmother has had no sky+ signal since yesterday. My mum has spent hours on the phone and messenger chats trying to sort this out. We do not have any account information/ID and no old correspondence with these details. She has had sky for years with no issues. No one seems to be able to help without this information and she is still sitting with no TV today. Can someone guide me on what we are supposed to do please. Thanks

[Mark39]

Sky no longer provide engineer support for legacy Sky+ equipment problems. A local satellite installer will be able to investigate and fix the problem.

[Shelley5]

Hi Mark

Thanks for your reply. What if it the case that she needs a new box or dish. Her + box is very old

[Annie+UK]

---

@Shelley5 wrote:

Hi Mark

Thanks for your reply. What if it the case that she needs a new box or dish. Her + box is very old

---

She has the option of upgrading to Sky Q

[Shelley5]

Thanks Annie and that's what we would like for her but the problem is that sky won't talk to my mum or grandmother without an account number, which we can't find/don't have

[Annie+UK]

Sky should be able to cross reference via the viewing card number of the box

[TimmyBGood]

@Shelley5 

Note that the transition from the Sky+ interface to Sky Q isn't necessarily the easiest for older users.

There's also the option to have an independent satellite dish installer check the setup and/or source a second-hand Sky+ HD box: such hardware is about £30 online.