Error saying "Viewing Card not authorised" Same card for many years?

[Kay+BG]

I am 80 years old and rely on my TV. I am getting an error message saying "This viewing card is not authorised". This is the same card I have had for many years and have not done any thing to the box or it. My nephew has restarted the Sky + box several times and has tried ato re-activate the card using the instructions on the Sky site. Who do I contact for urgent help as this started on Thursday last week?

Three months ago my Sky Q installation was cancelled as the engineers could not get onto the roof. They took away the SkyQ box and the card I had been sent. Could it be something to do with this?

Help appreciated!

[Mark39]

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@Kay+BG wrote:

Three months ago my Sky Q installation was cancelled as the engineers could not get onto the roof. They took away the SkyQ box and the card I had been sent. Could it be something to do with this?

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Yes, it is absolutely to do with that. When you order Sky Q, your Sky+ Viewijg Card is automatically scheduled to be disabled in due course. Unfortunately that isn't reversed if you subsequently cancel your Sky Q order.

You'll need a replacement Viewing Card which Sky will send you if you give them a ring.

[Kay+BG]

Thank you so much for your reply Mark.

I have tried ringing the Sky numbers ending in 1018 and 2337 but after going through the options I am automatically cut off?

Are you aware of a better, more responsive number I can call?

[Mark39]

The 1018 number is the number I see too and should be OK.

I'm not sure if they can help you via the forum, but I'll flag your post to the Community advisers here, and they may be able to message you privately online. 

Look out for a blue/red chat 'bubble' on this page later today and an emailed invitation to chat. Note that the chat isn't real time, and there will be a wait before Sky respond.

[Mr+Flibbles+86]

Thank you for escalating this. We have sent an invite to chat
 

[Tom-W19]

Hi Kay+BG

An invite was sent but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

[tgembodog]

Hello - I have this exact same problem. Same message saying viewing card not authorised. I cancelled Q order in Feb 22 as there was no access to the dish on the roof that the engineer needed access to. Can you advise who I call /email or chat with please to resolve. Thank you 

[Annie+UK]

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@tgembodog wrote:

Hello - I have this exact same problem. Same message saying viewing card not authorised. I cancelled Q order in Feb 22 as there was no access to the dish on the roof that the engineer needed access to. Can you advise who I call /email or chat with please to resolve. Thank you 

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You can contact Sky using the number here (See the "Need more help?" dropdown near the bottom of the page)

Note: Make sure you have the correct country flag selected in the bottom-right of the page

[Lisa-P1987]

You will need a new card because when you process an order for Sky Q, it requires a new card. If you then cancel that order, the viewing card will still update and not work. So we would need to replace the card for you.  

I will send an invite to chat with our community chat team. Look out for a chat bubble here on the help forum. 

[Lisa-P1987]

Update – We are still looking to help you tgembodog. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks 🙂 

[sephinetree]

I have this exact same issue and cannot get any support by phone! Sky cancelled our skyq as they couldn't install it and now have cancelled our normal card so we are without access to sky at all!

[SKY1992bf]

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@sephinetree wrote:

I have this exact same issue and cannot get any support by phone! Sky cancelled our skyq as they couldn't install it and now have cancelled our normal card so we are without access to sky at all!

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@sephinetree  If you receive a sky Q viewing you should be able to replace the old now invalid one with that Q card

if you haven't received a new card yet contact sky and request a replacement 

[sephinetree]

Thank you. I haven't got a replacement card (might not have received it or we may have binned it as spam...!) Is there a way to directly contact them for a quick replacement OR get them to reactivate the card that we've already been using??

[Annie+UK]

Sky cannot reactivate your card

You can contact Sky using the number here (See the "Need more help?" dropdown near the bottom of the page)

Note: Make sure you have the correct country flag selected in the bottom-right of the page

[Westy7777]

Hi. I now have the same problem. Was having Q but I cancelled. Basically after 15 years with them they wasn't offering much of a deal. This is bad- bascically letting people's card 'expire' as 'punishment' for cancelling Q orders. Now where did I put that Virgin TV number?!