Sky + HD pairing difficulties

[Polcandy]

I have been told by Sky services personel that it is no longer possible for a card to be paired to a replacement box.

I used to have 3 extra room boxes and wanted to use one of them as the new main box. Sky would not pair the new card as they no longer can do that.
I am now having trouble with my remaining extra room box that is a replacement HD+ box obtained second as all my other boxes had faults. This one has worked for 6 months but  recently I have  has lost Sky Sports on 6 separate occasions. The Sky  services personnel have sent a signal to reinsate Sky Sports.

Today I was told by Sky that my extra room has been cancelled by them without telling me.

I then talked to the next level manager in retentions who said I needed to talk to technical. Technical told me it was not possible for any Sky card to work with this box.

After nearly 2 hours I informed the Sky colleague that I would be raising a complaint as I have just started a  2 year contract in Dec 2024.

After cooling off with a stint of gardening I returned to find that the Sky extra room is working- the same box the agent told me to write down that this box will not work with any Sky card to stop the challenge of my discussion.

I have been with Sky for nearly 30 years and find the inconsistancies in what they are telling me about Sky+ HD boxes hugely frustrating

[Daniel0210]

@Polcandy 

So basically Sky+, being a legacy package, is no longer supported by Sky.

You can't pair a viewing card to any other Sky+ / Sky+HD box that it wasn't paired to at the end of October 2024. This has been asked on here and discussed many times since this policy came into effect. 

One of the first main threads discussing this is

https://helpforum.sky.com/t5/Sky/How-to-pair-sky-viewing-card-to-Sky-box/m-p/4799020 

You can still call Sky to discuss your options which will be upgrading to Sky Q or moving to Glass / Steam to continue to view Sky content through a Sky subscription.

[TimmyBGood]

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@Polcandy wrote:

I have been with Sky for nearly 30 years and find the inconsistancies in what they are telling me about Sky+ HD boxes hugely frustrating

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Sky+ hardware ceased manufacturing a decade ago and a significant percentage of their support staff will never have seen one, so I suspect knowledge is getting a bit scarce.

[Mark39]

@Polcandy as @Daniel0210 posted, each Viewing Card is now locked to the box it was paired with as at October last year. You can re-pair the same box/Card combination should,it become necessary. 

Losing viewing entitlements from an already paired Card is an issue we've seen posted on a number of occasions. Carrying out a New Install (if the box is connected to the Internet) may resolve it. Failing that, there shouldn't be an issue with Sky sendinga signal to the Card to updats/refresh it. Previous posts suggest that the problem may recur, unfortunately.

There's no reason for paired boxes to be summarily removed.