Need a new HD+ viewing card

[Liz+Perryman]

Hi, my 94 year old mother's viewing card for HD+ box is no longer pairing. I've reset the box, updated software, tried re-pairing it several times, left the box on for over 4 hours each time. But, no luck.

She's really struggling as, with poor eyesight, and arthritis, she has got used to the Sky Box, and now can't record, pause or set up reminders. How can I get her another card please? I've called Sky, but cannot seem to get any help. 

[Mark39]

What did Sky say?

[Liz+Perryman]

They say they can't support HD+ any more so can't send one. 

However, I see that, if you upgrade to Sky Q, you can use your 'old' card, so, I assume, a new Sky Q card would work in the HD+ box...? So, they could help Mum by sending one, but ...

Honestly, it's upsetting that my  Mum, who is not 'techy' at all, and is used to her Sky,, can't be helped. How do I get this sorted? 

I've tried messaging Sky this morning, and am waiting to text with an expert(human?)

[Mark39]

It's correct that Sky are no longer supporting Sky+ boxes, but if you're an existing subscriber they'll still send a replacement Viewing Card to replace a faulty one.

What exactly is the on screen error message?

[Liz+Perryman]

It says there's a problem...I can't remember the exact phrases. But we've followed the re-pairing instructions several times, spelled with a Customer Loyalty guy who got a colleague to 'send a signal' which didn't work. 

I was told quite categorically by 2 people - one Asian guy in a call centre, I think - that they DO NOT replace HD+ cards. I'm angry and bemused. 

My gut reaction is to cancel, which I did, but I cancelled that too, because Mum will have difficulty working anything new, so I'm persevering but no luck.  I've now approached Sky Help on both FB and X. Again, no help at present.

[Liz+Perryman]

Spoken with...

[Mark39]

I can only suggest raising a formal complaint. I suspect there's a better chance of the 'right' person dealing with it if you make the complaint in old-fashioned writing:

https://www.sky.com/help/articles/how-to-make-a-complaint

[Liz+Perryman]

Thanks, I'll try that. But it all takes so much time...

[Liz+Perryman]

I've tried calling... They have 'technical issues' so won't answer. 

Tried a 'chat' but it's 'unavailable'

Filled out a form for email, but they say they'll need further information so I'll have to wait for a call or email 

Absolutely awful. It's my day off, and after wasting almost 7 hours yesterday and the day before on this problem, I'm losing the will to live!

[Liz+Perryman]

 

[GD1]

@Liz+Perryman  You'll need to leave it for a while as there have been many IT outages due to Microsoft.

[Liz+Perryman]

Ok, yes, I understand that. Thanks, but my frustration is also about lack of help before the outage...🫤

[Liz+Perryman]

This is my reply on FB....

HI, thanks for getting in touch. We no longer offer support for the Sky+ service as this is not something we offer any longer. Whilst we appreciate customers with this service can still use it, where there are technical issues we do not offer support. Where this isn't something that can be resolved remotely, our teams would discuss upgrading to the Sky Q service which we absolutely do still provide and support the use of.

Thanks,

then....

Viewing cards for Sky+ and Sky Q services are programmed differently.  I appreciate this isn't ideal, however we are unable to provide any new equipment for a service we no longer support. Sky+ will remain available to those who can use it, however where there is a technical issue that we are unable to resolve, our aim would be to migrate those customers to our Sky Q service where we can continue to support them.

Thanks,

So, useful for others to know, and not a surprise that paying an astronomical amount for Service and Support means little. 

[Mark39]

@Liz+Perryman that is not my understanding. I'll seek confirmation from Sky, in case I've misunderstood.

[Liz+Perryman]

Well, over the last 2 days, I've been told this by half a dozen Sky employees. I think it's too late now. We're thinking of moving TV, broadband and phone to BT. Whatever we do, Mum will have to get used to new tech, and in our experience, BT are ready to contact and deal with issues straight away.