Sky HD+ card loses its pairing with pay channels

[Mr+P+of+Croydon]

We have a Sky HD+ box with pay channels, movies, sports, BT etc. it is ok for a week or so, then we get the message that we need to upgrade to watch all the pay channels. I can ring Sky, they pair the card straight away, then it's ok for another few days.

Any ideas?

[Annie+UK]

Try performing a New Install

See question Q21 in my Sky Plus F⋅A⋅Q

Additional help with your viewing card can be found here

[Mr+P+of+Croydon]

Thank you. Have tried that, all seemed to go through in that we had the callback then new install completed message. Unfortunately we still get the message, "to watch this channel press red button or visit sky" on all the pay channels.

This is the third time we've had this error. Previously I have rung sky and they pair the card which fixes it instantly but only for a few days.

[Annie+UK]

Sounds like you need to contact Sky again

[Mr+P+of+Croydon]

I have previously tried pairing the card online and that didn't work. Getting it paired from sky customer support has been the only answer so far.

[Mr+P+of+Croydon]

I thought you may like to know the answer. I don't think we could have guessed this. Some time ago, ie years, we arranged to change to Sky Q but when the engineer came he said it wouldn't work without hard wiring it as our house is quite old and has very thick walls.  So, we decided to keep the HD+ boxes. Our account however was updated to cancel the multiscreen service sometime in the future.  That time arrived and the licence was cancelled. When we rung support last time they reset the service but without amending the contract so a week later it was cancelled again. Hopefully it has now been correctly reset. 

[Mark39 · Accepted solution]

@Mr+P+of+Croydon we do know, and there are multiple posts here to confirm it, that when you order Sky your Sky+ Viewing Card is slated to be disabled at some point in the future. Unfortunately the disabling process, once it has been scheduled isn't 'undone' if the Sky Q order is subsequently cancelled. 

Using the Sky Q Viewing Card if the order got far enough for one to be sent resolves it. The definitive solution, should you have the same problem again, is a replacement Viewing Card..   

[Mr+P+of+Croydon]

I thought I'd update this with some frustration. The issue is as stated, our account closes every 9-10 days. I have called sky now 6 times. Every time they say they understand the problem and assure me it's been fixed. It then closes all our pay channels about 9 days later. I've spoken to a floor manager who understood and promised it would be fixed. It wasn't. I'm at a loss. We have a full premium viewing package, 3 Sky+ boxes and have been a customer for over 20 years. Is there any way of contacting a senior human? Any suggestions other than quit the whole lot and go to bt or virgin?  

[Mr+P+of+Croydon]

I would add that I have quoted the community and asked for new cards. They have consistently refused and told me they can fix it remotely.