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Discussion topic: OSM - 'Viewing Card not Authorised'

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This message was authored by SarahK24 This message was authored by: SarahK24

Re: OSM - 'Viewing Card not Authorised'

Thank you Kenny. It seems to be working fine now. 

This message was authored by Cuspeth This message was authored by: Cuspeth

Re: OSM - 'Viewing Card not Authorised'

A massive thank you to @Kenny-J for taking the time to sort out my Sky issues this morning - Easter Monday.   Proper customer service and care.  You're a star ️.

This message was authored by barbara+sylvester This message was authored by: barbara+sylvester

Re: OSM - 'Viewing Card not Authorised'

1.  i do not know what a viewing card is.

2 i did order sky Q earlier this year but found it would be to expensive therefore cancelled it. no work was done so i should not have had any problems with my box..

3. i am 70 years old . i do need this sorting as its disrupting even the basic channels and im afraid to touch thing which would make matters worse.

i would appreciate some assistance please.

This message was authored by Henk+Nixon This message was authored by: Henk+Nixon

Re: OSM - 'Viewing Card not Authorised'

I have just recieved this message due to my Sky Q installation being postponed. It appears the card thinks it should be in a Sky Q box according to channel 998 intro. I have not received another new card in the post and this is extremely inconvenient, especially as your engineers cancelled the initial install date back in Feb despite me being in all day and wasting a day waiting for you.

How can you fix this - I cannot watch anything.

@Chloe-W22 

This message was authored by barbara+sylvester This message was authored by: barbara+sylvester

Re: OSM - 'Viewing Card not Authorised'

i need a replacement card as i have not got sky Q just ordinary sky a few years old. thank you.

This message was authored by Kenny-J This message was authored by: Kenny-J

Re: OSM - 'Viewing Card not Authorised'

Posted by a Sky employee

@barbara+sylvester  @Henk+Nixon  I have private messaged you with instructions.

 

Thanks

Kenny

This message was authored by ajsharman This message was authored by: ajsharman

Re: OSM - 'Viewing Card not Authorised'

I am so frustrated.  This is my 3rd message on this Community platform.  I have been with you for 20 years plus and a VIP customer.  Although i can understand the fact that you don't have enough people in your call centres, most of which seem to be abroad, during COVID, the issue that I have, there is absolutely no way anyone can get anything resolved especially that is a 'digital matter'.  My card suddenley becoming unsuthorised, is nothing to do with payment or any order that I am aware of that is imminent for SKY Q.  It makes no sense to simply cut my full package subscription off.  I cannot get through by phone and i also sent a customer complaint form to Sky, who have also failed in their own charter to acknowledge or deal with the complaint.  48h has now become a week.  Unacceptable.  There is a simple solution, the Sky team can digital authorise my card on my current Sky box.  It is a simple message from your team.  I know.  I am on a digital team.  Why is this so difficult?  What do I do?  My frustration has turned to anger and a lack of understanding customer support.  My phone number is on your books.  Not my landline.  I have given you my personal mobile phone number.  You have all my details.  If it requires a verification, call me, whatever time of day.  Your remaining teams on the call centre could work shifts like our NHS service.  Warn me a call may come at 3am in the morning and i will take it.  Please Kenny, or SKY community officer, tell me what I can do.  I can see I am not the only person that seems to have been cut off. Dr A

This message was authored by mrsdalesdiary This message was authored by: mrsdalesdiary

Re: OSM - 'Viewing Card not Authorised'

Something very fishy going on here

this seems to be a bit underhand

someone need a bloody rocket  up their a**e for this happening 

🤬🤬

 

This message was authored by Kenny-J This message was authored by: Kenny-J

Re: OSM - 'Viewing Card not Authorised'

Posted by a Sky employee

@ajsharman  I am sorry for your frustration, if you follow the instructions I have private messaged you we will be able to correct the issue with a replacement card.

 

@mrsdalesdiary  There is nothing underhand here, all the examples that I have investigated on these pages are customers who have been sent a new card because of an impeding Q installation or an install that was booked but subsequently cancelled. The new card is still sent and should be used in your current equipment replacing your old card.

 

If you do not have the new card then please follow the instructions I have PM'd to you so we can restore your viewing.,

 

Kind Regards

Kenny

This message was authored by ajsharman This message was authored by: ajsharman

Re: OSM - 'Viewing Card not Authorised'

Kenny..e-mail bounced back..<removed>

    Remote MTA sky-uk.mail.protection.outlook.com: SMTP diagnostic: 550 5.4.1 Recipient address rejected: Access denied. AS(201806281) [HE1EUR01FT034.eop-EUR01.prod.protection.outlook.com]

 

moderator note: removed email address

This message was authored by Kenny-J This message was authored by: Kenny-J

Re: OSM - 'Viewing Card not Authorised'

Posted by a Sky employee

@ajsharman Apologies yes that is the correct email.

This message was authored by hitchhiker42 This message was authored by: hitchhiker42

Re: OSM - 'Viewing Card not Authorised'

I am having the same problem as most others on here - the "This viewing card is not authorised" message. I have tried all the  online 'fixes' but none work since the viewing card number you are now showing on my account is different to the one that's been working in my Sky+HD box for the last few years until yesterday. Can you please PM me with instructions on what I should do next? Thanking you in advance.

This message was authored by Kenny-J This message was authored by: Kenny-J

Re: OSM - 'Viewing Card not Authorised'

Posted by a Sky employee

@hitchhiker42  I have private messaged you with some instructions.

 

Thanks.

This message was authored by hitchhiker42 This message was authored by: hitchhiker42

Re: OSM - 'Viewing Card not Authorised'

@Kenny-J 

Thanks Kenny, I've just emailed you with my card details.

Hope to be up and running again soon.

This message was authored by vendman This message was authored by: vendman

Re: Viewing card

came downstairs switched on tv and sky and  "viewing card not activated displayed" have tried to re-activate, shows a veiwing card number in the box online but thyis is not my number and says contact sky

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