New sky card

R

richard50

Member
My Satellite Setup
Sky set up and trying to get satanta
My Location
scotland
Hi all

first time post here.....long story

1) had sky for 7 years (top package)

2) got robbed at home and thief took my sky card amogest other things

3) Got new sky card from Sky did not work for sports etc

4) Got another Sky card did not work for sport etc

5) Got anthor Sky card did not work for sports etc.

6) So three sky cards do not work properly.

7) I asked to chat with supervisor at sky they would not let me.

8) I asked if they could send out TV engineer reply was no
(did think after paying top packege for 7 years they would send someone out ...silly me no chance)


9) told Sky if i cannot chat with supervisor going to stop sky package
(here is me thinking if i say i am going they will listen ..no chance so left sky)


10) Got Setanta and cannot see satanta it seems after getting new dish and box the Sky card is faulty (this is what was wrong in the first place)

11) have tried phoning Sky for new card (No chance)

12) so how do i get a new sky card so i can Setanta up and running


13) do not mind paying the £20 or £30 whatever to get card legal of course.

Any ideas anyone

and thanks for your time in advance (sorry if this is posted in wrong place)
 
Hi m8,

I have also had problems with Sky, i emailed James Murdoch and got a quick reply from the following person.

Kerry Walsh
Service Excellence Consultant
Customer Relations

CRsupport@bskyb.com
 
From the little I know about Sky cards, it doesn't sound like it is the Sky card at fault, the package you choose to pay Sky for is configured by Sky and a signal sent to the Sky Digibox and the card gets programmed/set up. I wasn't getting all the programmes I was paying for and I had to ring Sky who checked my account and then within the hour got the correct package. It would be very unlikely to get so many faulty cards m8

That is how I've always understood it, but I might be wrong.
 
The card has to be married to the box for premium packages.


You can buy a card from Sky for £20, search for Freesatfromsky.
 
yes you need to call sky and give them the card number and if you have changed digibox or upgraded to a sky+ the receiver serial number

they will send out the update for the card and you should be up and running
 
Thanks to all whom have replied not sure if this helps below was an email that I sent to Sky customer service team.



Hi

Well not a lot a person can say to Sky to be honest……but here is my pennies worth

This is the basics I have been paying for sky top package for over 7 years
(not that would count for lot with Sky ….not being sarcastic or flippant just telling you how it is from my side ……Sky must have thousands of customers on the top package to let them go with such bad service)

So here I am paying approx £50 per month (as near as) for 7 years and I come across a problem and have to phone Sky.

So this is one phone call for one problem over 7 years…..and can sky get their act together and help me?

(now here you may be thinking that is not bad one problem in 7 years for Sky that is…….but I have never phoned sky for 7 years so I would have thought (Sky would be thinking) this guy is a very good customer no complaints never on the phone always paid his bills)

In a word no they can not help…what they can do is alienate (push me further away from sky) very quickly

What is the point of all the Customer Service Call Centres

All I wanted was a Sky card that worked

After trying to chat with what seems nice persons many times (and yes everyone seemed very pleasant over the phone) …but what is the point of being pleasant if you can not or do not have the authority to send out a card that works.

So I asked (I think this was about the fourth or fifth time maybe more) if I could possibly chat with a supervisor and the reply was no.
(after so many problems with Sky cards not working I asked if they would send a satellite installer to check over everything ….Sky said we do not do that (I have since found out that they can send persons out).

So enough was enough …..one problem in 7 years and over £50 per month (as near as) cannot get through to anyone with authority to do this simple task ……so cancel SKY please.

Now I run my own business and I am one the lucky few whom are not totally affected by the Credit Crunch……if one of my customers was paying top package I would now be moving Heaven and Earth to keep this customer.

What does Customer Call Centres do when I say I wish to cancel …..Fine and that is it.
(my god how many customers do you lose from not helping?)


Kind Regards
 
Thanks for reply it seems the card is at fault had person check this out
 
So you're saying that you received 3 sky cards and that they were all faulty??? Can't see that being right.......
Let's rewind a little bit here.
When you're new card arrived and you put it in the box did you see a message 'this card is not authorized, call the broadcaster'. Or were the channels already active? From your posts the impression is you can now see the 6 mixes but no sports and movies.
Did you explain to the Sky customer services person that your replacement card had arrived and you needed it activated?
Did you give your new box serial number and version number to the Sky customer services person when you called???
What make of Skybox do you have?(Part 10 of your original post states:"it seems after getting new dish and box the Sky card is faulty".) If you have a new box then you must give Sky the details or you won't see any movies or sports! Do you see a 'this is the wrong card for this set-top box' message on the premium channels????
regards
D.
 
Sounds to me as if it hasn't been paired.

Just ring Sky and ask them to pair your Card with the Box: They will ask for the details and send the relevant activation signal within a metter of hours.

Until it is paired, you'll only get FTA, FTV and Mixes, but not Sport or Films.
 
If Sky has sent out three cards I can understand that they are getting a bit weary and won't send you any new. The chances (as denis1501 says) that three cards should all be faulty is statistically impossible.

Can you receive all channels (i.e. do you get a single on all channels)? What is the signal quality like on your receiver?

Btw: 10) Got Setanta and cannot see satanta it seems after getting new dish and box the sky card is faulty (this is what was wrong in the first place).

Was the dish and box supplied directly from Sky or did you get it from somewhere else? Did you set the dish up yourself? Are you actually using the card in The UK?
 
Hi one and all

And thanks for replies

This is an update I had a dish installer / engineer come to my house.
(which I am paying for myself ….do not take that the wrong way I do not mind paying for anything just thought sky would have come across and helped me fix everything out…which they did not)

And this was his findings.

1a) Card is faulty (according to dish installer / engineer)
(the guy spoke to Sky and they resent signal etc and Sky card still did not work properly)

(let me explain a little more about the sky cards I have received I am (was) paying the top package ie approx £50 per month for 7 years.
the new sky cards I have received did work (to an extent) but would not let me see any other channels other than the basics I could not get Sky Sports + Movies +Discovery channels etc
and every card they sent was the same).

1b) I can get most TV stations expect channel 5 (and anything to do with Channel 5)

1c) I cannot get Setanta (due to some fault on the card itself) I have paid Setanta for the last 6 weeks (will need to get refund)


2a) Dish installer / engineer has replaced Dish cables and put new sky box (Freeview) into upstairs rooms (for wife and mother outlaw)
(and I can get all the freeview channels including channel 5 etc)

3) dish installer / engineer cannot understand why sky did not send someone out to check over my system or sky card.

4) Dish installer / engineer said it can depends who you chat sometimes but finds it unbelievable that sky just let it go so far.

5) There seems nothing wrong with the sky box as I got my sister in laws sky card and hey presto I can get channel 5.

6) I have sent away for new card (Freesat from sky) will come in a few days approx £20

7) So as above I am almost sorted so Sky had sent faulty cards whilst I was still paying top whack (almost £50 per month for 7 years remember I never missed a payment )
and the last card I have just now is still faulty

8) Before anyone says Setanta has nothing to with Sky I know that but the cards have been faulty (and I paid Sky top package)

9) I did send an email to sky as per this forum copy above somewhere.

10) Sky did reply and said they will take on board my complaint and mark down points for training In the future….and that was that.

Anyway thanks for you time guys almost there.

Just can not understand Sky and of course me with them for 7 years.
 
Please accept my commiserations on your appalling treatment by Sky. My brother-in-law has spent several months trying to extricate himself from one of their tv,telephone,broadband deals which went horribly wrong. He has at last managed to do so, but no thanks to their terrible customer service team. If you can, avoid any dealings with them whatsoever.
 
richard50 said:
5) There seems nothing wrong with the sky box as I got my sister in laws sky card and hey presto I can get channel 5.
Click to expand...

Do you also get Movies, Sports and Discovery Channel with your sisters card?

What receiver are you using?

//F
 
Cupart said:
Do you also get Movies, Sports and Discovery Channel with your sisters card?

What receiver are you using?

//F
Click to expand...

Hi Cupart

thank you for your reply

1) Sisters card does not have movies +sports and discovery

2) Sisters card does have channel 5 (any channel with 5)

3) my card could not get channel 5 (any channel 5)

4) my card could not get any movies +sports and discovery

5)What receiver are you using ? ...do you mean sky box if this is what you are asking then i have PACE older version (7 years old) can not tell you version at the moment would need to look a this when i get home.

6) see you come from southern Ireland what part?


7) parents come from donegal was over in the summer first time for 28 years

will get back to you with pace version later or tommorrow
 
Ah, an old Pace.

Could you please go to Services, 4 (System Setup) and 5 (System Details) and report what EPG Version the Box is running?

It is an observed fact that Boxes which don't have reasonably up to date Firmware tend not to function correctly on all Channels.

Also, can you tell us if you are in the habit of disconnecting the Box from the Mains when not in use, as opposed to leaving it in Standby?
 
Finally we have an explanation!!
I'll bet his software version is ancient!
regards
D.
 
denis1501 said:
Finally we have an explanation!!
I'll bet his software version is ancient!
regards
D.
Click to expand...

'tis indeed a strong possibility - the faulty Cards thing just doesn't fit any known history. There has to be a common link - and surely that must be the Box.

But I was under the impression such vital things were supposed to be checked at the time of Pairing?
 
rai uno said:
Ah, an old Pace.

Could you please go to Services, 4 (System Setup) and 5 (System Details) and report what EPG Version the Box is running?

It is an observed fact that Boxes which don't have reasonably up to date Firmware tend not to function correctly on all Channels.

Also, can you tell us if you are in the habit of disconnecting the Box from the Mains when not in use, as opposed to leaving it in Standby?
Click to expand...

Hi rai

Thank you for your reply

1) I will get back to your later with EPG version (when i get home)

2) and yes i do switch off the box every night pull out the plugs when not in use

3) Maybe going a little bit mad here but how come the same box worked with the old card (the card that was nicked) and i pulled the plugs out then as well so nothing seems to have changed.

4) and how come sky did not tell me the same as your self as i did ask that question of sky ie: would it be the Pace that is by its sell by date and they said no it works fine.

thanks for your time
 
Finally we have an explanation!!
I'll bet his software version is ancient!
regards
D.

Hi Denis

Will say the same as i have said to Rai why did sky not say anything i did ask if the pace box was to old ..and they said no it works fine.

I am hoping to get to the bottom of this myself and would like an explanation.

I feel the only thing i have not done to fix sky box is tie a rocket to me a**** go up to the satalite and join two tin cans and a bit of string as that may work better than the tekkie support from sky

I have tried numerous things suggested from sky and none worked.

I am not expert and when things go wrong you would think that Sky would know how to help me.

PS the dish guy is going to get me an up to date box i did ask him when he come round to my house.....even he said the pace box is working fine

be interesting to see if this is the problem
 
richard50 said:

Will say the same as i have said to Rai why did sky not say anything i did ask if the pace box was to old ..and they said no it works fine.

I am hoping to get to the bottom of this myself and would like an explanation.

I feel the only thing i have not done to fix sky box is tie a rocket to me a**** go up to the satalite and join two tin cans and a bit of string as that may work better than the tekkie support from sky.

I have tried numerous things suggested from sky and none worked.

I am not expert and when things go wrong you would think that Sky would know how to help me.

PS the dish guy is going to get me an up to date box i did ask him when he come round to my house.....even he said the pace box is working fine

be interesting to see if this is the problem
Click to expand...

Because the responses of some SkyCS persons are not what they should be. Too many itinerants and not enough real expertise.

I do like your bottom powered rocket idea, though :-Axechase
 
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