@Rosieposierussell Have recently changed box?
if so you need to login to your account and pair the card to the box
or as @Annie+UK says try a new install
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~Please note: I am just a sky customer not a employee - posts from sky employees are clearly marked as suchmy setup: Samsung 5 series 32inc tv | sky +hd box | variety, SKY & TNT sports,sky cinema | Netflix and prime videoPlease note: I only provide help on the main forums and not via PM~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~if this post has helped please give it a like ~ if this post has solved your question/query please mark it as the answer in order to help othersIf you would like to post a “Send Your Thanks to Sky” message please click Here
