OSM - 'Viewing Card not Authorised'

[murday]

Looks like I should have received a replacement viewing card. My access to sky channels have out of the blue stopped.

Is there a way to request a replacement as I can't get to anyone over the phone? 

[Kenny-J]

Hi @murday 

I have sent you a PM with instructions.

Thanks

Kenny

[murday]

Hi Kenny

Thanks for your response.

I just remembered that a viewing card came when I was trying to switch to Sky Q. I disregarded the card as I wasn't able to receive Sky Q where I live (signal not strong enough). That was at the end of February 2020. The old card had been working since and only stopped working out of the blue yesterday.

I tried the Sky Q viewing card and it worked straight away. The card number also figured on my account.

Best

H Murday

[Kenny-J]

Good stuff @murday  glad you still had the new card and its now working.

Kenny

[Tarsa+Dancer]

Hi

We are receiving this message on ur second box which is a sky + HD. How do we fix this as we are only receiving terrestial TV. We have not been sent a new viewing card. Do we need to order one, if so how as we cannot contat by phone and can't see where you can order online?

Thanks

[Tarsa+Dancer]

Hi

We are receiving this message on our second Sky+ HD box which. our daughter is wanting to use in her bedroom during the lockdown. Please can you send out a replacement card or activstion code, which ever will work in order to get this up and running. We are paying for this as part of our package but only getting terrestial channels.

Thanks

[Kenny-J]

Hi @Tarsa+Dancer  I have private messaged you instructions.

Thanks.

[AgnesBB]

@Kenny-J  Hi Kenny I have today received 2 new viewing cards. The one for the sky + HD box has paired fine, however, the basic sky box despite the new card is now saying it is the wrong card for the box I have! When trying to pair I do not have the option to select the basic sky box that I have. Can you help please?

[GastonsMum]

I have received the above message on my Sky+ box today.  Have tried the reset as advised online and it does not clear the message.  I had originally upgraded to SkyQ but cancelled on the same day.  On 19 February 2020 I received a new viewing card [removed] which was a SkyQ card.  I called Sky that day and was advised that I needed to do nothing as everything was OK.  I did try the SkyQ card today and, of course, it does not work.  Re-installed the original Sky+ card and did a reset but still get the Viewing Card Not Authorised message.  Please advise a) the fix for this problem; b) confirm that Sky will send out a new viewing card ASAP and c) confirm the refund for lack of service until this error is corrected as it was not caused by anything which I have done.  Thank you.

Moderator note: removed personal information

[AgnesBB]

@Kenny-J  Hi Kenny, thanks for your help earlier. Unfortunately I now have the following issue 'sky + playback is not available'. Is this a matter of time or do I need to do something else to recover the recorded programmes?

[Kim+Bullin]

I am getting the error message viewing card not authorised. I was due sky Q set up but has been pushed back. 

My sky account viewing card number matches the new viewing card i have been sent but I do not have the sky Q box yet to set it up therefore it does not seem to accept it.

I have followed all the online guides nothing has worked and so I currently have no sky channels and no access to downloads or recordings. 

Can you help please?  

Thanks 

Kim 

[johneh]

I am getting a message to say that my viewing card isn't authorised, yet it has been working fine until today. The viewing card number differs to the number showing on Services/Details/Viewing Card.

A Sky engineer tried to install Sky Q about 4 months ago but couldn't proceed because of poor reception caused by tree nearby. He told me not to bother and put the original viewing card back in. That card has been working perfectly until today. 

I have been a Sky customer for over 24 years and now can't get any Sky channels and worse still an't spaeak to anyone on the phone or an online chat. Help me out Sky!!!

[caesarome]

@johneh 

I have moved your post to here where you can see that Sky employee @Kenny-J  will send you a PM about this.

[johneh]

Thanks for helping me out and I look forwar to receiving the pm from Sky

John

[Kenny-J]

@GastonsMum  If you have the new viewing card this should be the solution, make sure when inserting it that it is going into the viewing card slot, if you can see the card sticking out when you put it in more than likely you have an older HD+ box and these had 2 slots, the Viewing Card Slot is actually below that slot behind a pull down door, in there you will find the old card, replace with the new and it should start working.

You can also check on the menus that the box is reading the new card from Services / Setup/ System details screen.

If not I have PM'd you with instructions.

@johneh @Kim+Bullin  I will also PM you with instructions.

Kenny