OSM - 'Viewing Card not Authorised'

[Maryoco]

Well a replacement card was not sent to me, and now I can't enjoy the service that I am paying for. And there is no way to get through sky. 

[Scott2111]

I keep getting  "viewing card not authorized" on one of the Sky + boxes. The other one works fine but I can never get this one working. I have tried everything the website recommends and gone through the reactivation process and the reboot process but still no luck. Do I need a new card and where on the site can you order a new viewing card? Thanks for any help. 

[Maryoco]

 I dont know who sky will accept as key worker. I work at supermarket(asda)  but still over one hour long on phone

[Jyo1]

Sorry to jump on your message Chloe but I am unsure how to start my own messages. Over the past few days we have also had a message saying that our 'sky viewing card is not authorirsed'. We cancelled our SKY Q in January 2020 before having it installed. But we have today noticed that our viewing card number has been changed but we never actually received a new viewing card! So now we cant re-pair our account because SKY have changed our viewing card number, even though we cancelled it months ago!!

I am a key worker but cant through for 1 hour so thought Id try on SKY Community to see if anyone can help? We will be looking for compensation for this also, so frustrating

[AgnesBB]

It would appear a number of customers have the same issue. Viewing cards have been amended on our records without prior notification or agreement as a result of cancellation or postponement of sky q installations and now none of us can access a service we are all paying for.
Given the current pandemic it is frustrating that this situation has arisen when it doesn't appear there is any reason for it! I can only surmise that this is an underhand tactic by sky to try and force us to upgrade our subscriptions. A disgusting tactic given how much we already pay!

Sky you really need to step up here and resolve these issues quickly .

[Thattallchap]

A very interesting post @Chloe-W22 

I ordered SkyQ in Feb. Sky failed to turn up for 3 scheduled installation dates. Plenty of frustration and dissapointment the proceeding months, including an astonishing announcement that Sky don't have any 2tb SkyQ units to install!

I now have a fourth installation date which will be 4months after my original order. However, to add insult to dissapointment, my current veiwing cards no longer work. The veiwing cards won't pair by either the box, phone or your self service  function - it appears i own SkyQ!!!

This has been 4days now, I'm not going to ring Sky, given the guidance but this needs sorting. HELP - i have had enough !!!

[Jenrob30]

hi, I ordered it but couldn't have sky q fitted so the fitter took the box and card away again in January.  

please advise how I get a new normal sky card if I can't contact sky,  I fully appreciate I'm not a key worker or nhs.  

I am due to renew my contract but if I can't get a card for months would it be better to cancel? Can I do that, or is that all on hold? 

thanks 

[Anonymous]

I'm guessing this is my problem, however skyQ was never installed as they couldn't reach the satellite dish, do I still need to insert the new card

[PFysh]

Im in the same boat, couple of days ago it changed so all I get is viewing card errors. I was meant to be upgrading to skyq but because of some trees cant get a strong enough signal so its on hold until I can sort that out. Unfortunately I also cant follow any instructions to pair the card, every link takes me to a sky q pairing page and I still have my sky+ box (which I tried anyway but didnt work), in addition my ethernet port appears to be broken on it (tried switching cables with know good ones and it wont connect) so I cant do the "services 0, 0, 1, select" thing. Since I cant call sky either, what on earth am I meant to do? 

[Mark39]

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@PFysh wrote:

...in addition my ethernet port appears to be broken on it (tried switching cables with know good ones and it wont connect) so I cant do the "services 0, 0, 1, select" thing. Since I cant call sky either, what on earth am I meant to do? 

---

Bit confused by that. Access to the Installer Menu via Services,0,0,1,Select doesn't depend on an ethernet connection.

[Laura+Gri]

Hi @Chloe-W22 

Coming to you as you seem to know about this card authorisation error. I don't have Sky Q, never have, and haven't asked for an upgrade. I was simply sent a new viewing card which the letter assured me would be simple to change over. I'm now stuck at home with no Sky TV and no job. So whilst not a keyworker, its a pretty unfortunate time to be left without my Sky package and frustrating that I can't just reinsert my old card which was working perfectly well.

I've tried all the fixes suggested on the Sky website and on these various forums. Please advise what else I can do?

Thanks

Laura

[Chloe-W22]

Hi all,

We’re working flat out to answer as many customers are we can as quickly as possible. We’re dealing with an extremely high volume of calls under increased staffing pressures.

If you call us for a replacement viewing card, you will hear a pre-recorded message telling you that we’re prioritising the vulnerable, high risk and key workers as identified by the government. If you do not fall under these categories, you will be given the option to hang up and allow us to get to these customers quicker.

If you choose not to do so, your call will still be answered but the wait times are currently 1-2 hours and your call will impact our ability to get to those who need us most at this time.

If you are vulnerable, high risk or a key worker, hang on and we’ll get to you as soon as possible.

We appreciate your patience at this time.

[PFysh]

I can get to it, but when I then do new installation, it gets to a point and gives the message:

"Your box is not connected to broadband or a telephone line. Please connect and then press SELECT to retry or BACK UP to report installation manually". 

So yeah I can get to it, I just cant use it...

[APJoy]

I don’t have a new card to install I was persuaded to have skyQ but it couldn’t be installed as my house was the wrong way round apparently. Told to stick with sky + box of which I had to get dish repaired as engineers wouldn’t go on my roof! I’ve paid to get that sorted privately and thought all fixed. But no this message has appeared! If I need a new card one needs to be sent otherwise I’ll cancel my subscription and get free view plus. 

[Anonymous]

We were supposed to have SkyQ fitted but the engineer arrived and said we did not have a good enough broadband signal so couldn't fit it.  Now we have no access to channels because it is saying our viewing card is invalid but it isn't.  I can't use the SkyQ card you sent us because we don't have SkyQ!!!  Please can you sort this out for us as we are now paying for channels we cannot receive.