My mother in law is 96 and has dementia. She has had Sky + for years and yesterday it keeps saying that she needs to re-pair her viewing card to watch Sky. It's been the same card in the same box for years. It's happened once before and we managed to fix it but this time nothing we've tried is helping. I've preformed a new install to no avail. She doesn't have Internet and don't want to upgrade her because she won't understand what to do at her age. I just want to re-pair the card she's already got. I've rang Sky and they won't talk to me without a password even though I've told them we don't know it. I'm pulling my hair out and need help!
Posted by a Superuser, not a Sky employee. Find out more
Sorry to hear this. Unfortunately customer services are unlikely to be able to help as their system physically won't allow them access to your mother in law's (MIL) account until they've identified her.
I would suggest you contact Sky Accessibikity and explain your MI's circumstances to them. They have greater discretion to help.
Posted by a Superuser, not a Sky employee. Find out more
Sorry to hear this. Unfortunately customer services are unlikely to be able to help as their system physically won't allow them access to your mother in law's (MIL) account until they've identified her.
I would suggest you contact Sky Accessibikity and explain your MI's circumstances to them. They have greater discretion to help.
You will get computer voice and you say pair sky plus viewing card.
It will take you through the menus on the box, (you get to setup) it asks for viewing card number and version and another number (all on the info page on your box)
Once this confirmed they do reset from their end, you turn to channel 106 and in anywhere from a few minutes to up to 4 hours hey presto it works again!
That wasn't the OP's problem. They couldn't get past the security questions to speak to Sky as they weren't the account holder.
▪️I AM NOT A SKY EMPLOYEE (not even undercover)▪️ NOTE: I only provide help on the forum boards so Direct Messaging is switched off ▫️ Sky customer since 2001 with: Sky Q | Sky Broadband | Sky Talk | Sky Mobile(s)
I'm an OAP and have had the same sky account and bought my own box years ago.
My experience from yesterday was you call the number you find online and it is electronic voice which you tell what the problem is. The only security was. Phone number, but I could be wrong.
