If you see an error message - 'There is a problem with your viewing card' you may need to reset your Viewing Card. First turn your TV to Standby Turn your TV off at the mains socket so there are no lights displaying at the front (of the box? Locate your viewing card and remove it from the slot. ![]() Check it for any damage. With the viewing card removed, switch your Sky box back on at the mains and leave on standby for 3 minutes. Then press the Sky button on your remote and then tune in to a Sky channel. ![]() You’ll see a message on your TV screen Put your viewing card back into your Sky box, make sure the Sky logo is facing up and card chip facing down. After a few moments of initializing your card, the Sky channel will re-appear. If the message appears 'This is the wrong Sky viewing card for this box' it might be because your box has been turned off for a long period of time or maybe you’ve recently replaced or upgraded the box. To link your viewing card to your Sky box you’ll need to sign in to the Activate my channels page on Sky.com using your Sky iD. If you don’t have a Sky iD currently, you’ll need to take a few moments to create one. Onced signed in to the Activate my channels page you’ll need to enter a few details such as: Your Sky Box version number, the 11-digit Sky box serial number and your 9 digit viewing card number. We would like to show you a description here but the site won’t allow us. To find this information, switch on your TV and Sky Box Press the services button once on your remote Press the right arrow button on your remote to highlight settings. Then press the down arrow button and then the right arrow button to go to System Details. Make a note of your Version number, Serial number, Viewing Card number and Receiver ID as we may ask for this too. Go back to the Activate my channels page and enter these details and then press pair my card. Feel free to contact us for further help: Online - Twitter - @SkyHelpTeam Leave us a comment below within the video. Hi all, after rummaging around in my loft, i found my old sky+HD box (which is roughly three years old) and hooked it up in the bedroom, its been sitting there with my old subscription card in it,i left sky to go to virgin but after 12 months of very poor service went back to sky. Sky themselves fitted me with a brand new +HD box with a new card. I left the old card in the box, hoping that the FTV would reactivate, however they havent, i plugged the old box into the phone line and did a call back. Still no joy, but now i get 'this is the wrong card for this set top box message' which never came up before. I called sky customer services as its an old subscription card in my name, but have been told i would need to either accept a new card for a multiroom subscription, or continue as it is, as the card number has been deleted from their systems. So i asked if it should wake up on its own, again to be told, that i would need to pay for a new card if i wanted multiroom. When i explained that i only need the card for FTV, i was told that because im an existing sky customer, i couldnt reactivate an old subscription card for FTV as their computers wouldnt allow it! So is it worth ringing again to see if i get a different CS agent, who would actually pair this card? Or pay £25 for a new card, i dont need multiroom, i dont want multiroom, but i think this is what they were pushing for! It is a white card and box updated to the latest software for it. There are several issues here. Firstly can you see te correct viewing card number n 'Services' 'Settings' 'etails'? If not then there is posibly a fault with the box or viewing card - dirty contacts? Secondly did you open a new account when returning to Sky from Virgin? If so then Sky TV Services (the CS that deals with subscription matters and subscription cards) would have no record of previous cards and have no facility (or need) to re-add them. Third how long have you waited for the card to reactivate - it normally can take up to 72 hours? Normally expired subscription cards will act as FreesatFromSky cards but Sky are under no legal obligation to do this. Fourth note that there are two completely separate customer services that deal with Sky problems - one that deals with subscription TV services (presumably the one you have phoned) and a second that deals with FreesatFromSky (FSFS which is what you are after for the FTV channels). Neither CS has access to the databases that give access to the others services (a legal requirement I believe). You could try phoning the FSFS tel number (found under the 'Services' 'Tel number' tab) to see whether they can help you - but it is unlikely as it is not a FSFS card that you have purchased from them. What you have been advised so far is all that the Sky TV CS can do for you. So if you have no joy on the FSFS phone number then you will have no option but to purchase a new FSFS card to view the FTV channels. Third how long have you waited for the card to reactivate - it normally can take up to 72 hours? While that's the often quoted figure, I've known some that took considerably longer then that - but Sky can't do anything about it, and why should they, it's not an active card. Leave it running in a box connected to a working dish, and if it hasn't come on in two or three weeks then it's probably permanently dead. But as Dave said, in the VAST majority of cases the cards comes back to life within 72 hours. There are several issues here. Firstly can you see te correct viewing card number n 'Services' 'Settings' 'etails'? If not then there is posibly a fault with the box or viewing card - dirty contacts? Secondly did you open a new account when returning to Sky from Virgin? If so then Sky TV Services (the CS that deals with subscription matters and subscription cards) would have no record of previous cards and have no facility (or need) to re-add them. Third how long have you waited for the card to reactivate - it normally can take up to 72 hours? Normally expired subscription cards will act as FreesatFromSky cards but Sky are under no legal obligation to do this. Fourth note that there are two completely separate customer services that deal with Sky problems - one that deals with subscription TV services (presumably the one you have phoned) and a second that deals with FreesatFromSky (FSFS which is what you are after for the FTV channels). Neither CS has access to the databases that give access to the others services (a legal requirement I believe). You could try phoning the FSFS tel number (found under the 'Services' 'Tel number' tab) to see whether they can help you - but it is unlikely as it is not a FSFS card that you have purchased from them. What you have been advised so far is all that the Sky TV CS can do for you. So if you have no joy on the FSFS phone number then you will have no option but to purchase a new FSFS card to view the FTV channels. Just spent over 50 minutes on the phone to Freesat from Sky, and have been told its a dead card as its an old subscription account. He did try and reactivate it, from his end but no go. Just spent over 50 minutes on the phone to Freesat from Sky, and have been told its a dead card as its an old subscription account. He did try and reactivate it, from his end but no go. No point ringing anyone, it does not need activating. An expired subscription card will pick up FTV channels, but has been said, it needs to wake up first, which is automatic, and can take a while, how long have you had it plugged in, I assume less than 24 hours as you are ringing Sky to activate it, just leave it a week as already suggested, and see what happens. No point ringing anyone, it does not need activating. An expired subscription card will pick up FTV channels, but has been said, it needs to wake up first, which is automatic, and can take a while, how long have you had it plugged in, I assume less than 24 hours as you are ringing Sky to activate it, just leave it a week as already suggested, and see what happens. Card had been left in the box and box powered on for 8 days (as of today) But i dont understand why its telling me its the wrong card for this box message, which never appeared before. That's the error message you get, ever since the last card change, if the card has missed it's 'keep awake' signal. It's nothing to do with the 'wrong card', it's simply that the card has 'gone to sleep' - but it is highly misleading. Had a another play with it this morning before work, and got 'wrong card message' again but instead of doing a call back, plugged box back into the phone line and went through sky active, then activate self install. (instead of doing services 0,0,1 select callback) after about 30 seconds i got an error message saying ' sorry there is a fault please contact customer services' so i exited and went straight to tv guide, channel 5 hd, and bingo its on, so are the other FTV channels. I never realised sky could activate the cards this way (and neither did the FSFS agent i spoke to) i only found the menu to do this by playing with the sky customer services app on my subcribed to box. So now ive saved myself £25 for a new FSFS card, which i would of ended up buying! Had a another play with it this morning before work, and got 'wrong card message' again but instead of doing a call back, plugged box back into the phone line and went through sky active, then activate self install. (instead of doing services 0,0,1 select callback) after about 30 seconds i got an error message saying ' sorry there is a fault please contact customer services' so i exited and went straight to tv guide, channel 5 hd, and bingo its on, so are the other FTV channels. I never realised sky could activate the cards this way (and neither did the FSFS agent i spoke to) i only found the menu to do this by playing with the sky customer services app on my subcribed to box. So now ive saved myself £25 for a new FSFS card, which i would of ended up buying! Nice one - but if you were patient it would have come on eventually on it's own. Had a another play with it this morning before work, and got 'wrong card message' again but instead of doing a call back, plugged box back into the phone line and went through sky active, then activate self install. (instead of doing services 0,0,1 select callback) after about 30 seconds i got an error message saying ' sorry there is a fault please contact customer services' so i exited and went straight to tv guide, channel 5 hd, and bingo its on, so are the other FTV channels. I never realised sky could activate the cards this way (and neither did the FSFS agent i spoke to) i only found the menu to do this by playing with the sky customer services app on my subcribed to box. So now ive saved myself £25 for a new FSFS card, which i would of ended up buying! The 'new installation' did not (and never will) reactivate your card. What it does is force the box to attempt to read the card - which there may well still a problem with ref the error message you received. The card can only be reactivated by a signal received over the air from the satellite and it looks very much as if your card had already received that signal as it worked straight away on reboot. The new install forced the box to read enough of the card to decrypt FTV channels - however you may find problems in the future with probably dirty contacts in the card reader or on the card which can easily be solved by wiping the card contacts with a lint-free cloth and cleaning the card reader by inserting a business card or similar several times in the slot. The 'new installation' did not (and never will) reactivate your card. What it does is force the box to attempt to read the card - which there may well still a problem with ref the error message you received. The card can only be reactivated by a signal received over the air from the satellite and it looks very much as if your card had already received that signal as it worked straight away on reboot. The new install forced the box to read enough of the card to decrypt FTV channels - however you may find problems in the future with probably dirty contacts in the card reader or on the card which can easily be solved by wiping the card contacts with a lint-free cloth and cleaning the card reader by inserting a business card or similar several times in the slot. I think you've missed the point of his post Dave - he wasn't claiming 'New Install' helped at all (rather that it didn't) - he used the on-line option for 'self install' which re-pairs the card with the box.
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