Re-pairing my viewing card

[Qwackers]

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!

Thank you in advance.

[Mark39 · Accepted solution]

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.

https://skyaccessibility.sky