My Sky box is telling me that my viewing card is not authorised

[p-bradbury1]

My Sky box is telling me that my viewing card is not authorised, which means I. can't view any Sky channels. 

I can view SkyGo on my phone and iPad but obviously this isn't ideal. 

[Mark39]

Did you order, then cancel Sky Q?

[Annie+UK]

If you order Sky Q and cancel your card gets stopped, you could try a New Install if this is not the case

See question Q21 in my Sky Plus F⋅A⋅Q

Additional help with your viewing card can be found here

[esj1]

I have the same problem with a Sky + HD box and have had terrible customer service in trying to fix this. Transferred to 4 different agents, none of which have been able to help. Shocking! I will likely be leaving Sky after ten years due to this

[Mark39]

@esj1 :

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@Mark39 wrote:

Did you order, then cancel Sky Q?

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What have the Sky advisers told you?

[esj1]

Hi I am in the same boat here trying to get a new card but its impossible to get one. any help would be welcome. 

[Daniel0210]

@esj1 

You posted the same issue on Thursday on the Sky+ board, so do you have Sky+ or Sky Q? Either way you'll need to call Sky to order and potentially pay for one. 

[esj1]

I have had an infuriating few days dealing with non-existent Sky customer service whilst simply attempting to be sent out a new viewing card for the Sky+ box we use. Due to having a communal dish we are unable to switch to Sky Q however for the past 4 days have been unable to view any of the Sky+ channels we've already been charged for this entire month. Essentially the product I am paying for is not fit for purpose. 

I have attempted to have a replacement card sent out and been transferred to at least 8 agents, kept on hold indefinitely and am no further forward in resolving the situation.

Does anyone have any idea how I can obtain a replacement viewing card for a Sky+ box 

Thanks

[esj1]

@Daniel0210 

I have Sky + as we are unable to have Sky Q due to being on a communal dish. I managed to speak to someone on the retentions team today who said I just needed a new viewing card for this box to work but that she was ubalbe to send it. I was transferred to another remote call centre who literally asked me the same questions Ive been asked by around 8 other agents since Thursday and still no further forward,. I am baffled how it could be so difficult to simply send out a viewing card.

I am pretty much done with Sky now - worst customer service anywhere EVER!

[Mark39]

@esj1 as I asked before - why do you need a new Viewing Card? I'm wondering if that has a bearing on why Sky can't  (apparently) order you a replacement.

[esj1]

@Mark39 Because I am receiving the message 'This viewing card is not authorised. If you have a new card please insert it now' when I try and watch any Sky channels. also anything recorded in the box previously is not visible either. 

Its an old box, I have looked at the card and its probably worn out so I need a new card to see if it will work 

I have paid for a full month of TV packages including Sky cinema and cant watch any of it and cant get anyone to assist. All I get is a robotic agent questioning me on Sky Q when I've made it clear multiple times we dont have Sky Q.

Abysmal

[Mark39]

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@esj1 wrote:

@Mark39 Because I am receiving the message 'This viewing card is not authorised. If you have a new card please insert it now' when I try and watch any Sky channels.....

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And is that because you ordered Sky Q but couldn't go,ahead with it?

[esj1]

@Mark39 as I said in my earlier reply we have a communal dish so have been unable to have Sky Q installed. As a Sky customer of 10 years I was offered to switch to Sky Q but its not possible here. 

[Exiled-in-HH]

@esj1 have you submitted a formal complaint to Sky?

[Mark39]

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@esj1 wrote:

@Mark39 as I said in my earlier reply we have a communal dish so have been unable to have Sky Q installed. As a Sky customer of 10 years I was offered to switch to Sky Q but its not possible here. 

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Hmm. Seems odd that the robot is asking you about Sky Q, then. Normally ordering a replacement Viewing Card is a straightforward process. These must be a reason why Sky are apparently unable to place an order for you.