Powercut Messes up Viewing Card? - Sky

dazdude · 07-11-2009, 21:21

Hi all

About 10 minutes ago we had a powercut, and upon power returning our box is now saying that our viewing card is faulty (And so therefore can no longer access any of the premium packages we are subscribed to, SkyMovies etc), is there anyway of fixing this is or do I sense a phonecall to sky?

Daz

ProDave · 07-11-2009, 21:29

In case the power did not come back on cleanly, try unplugging and re powering the box again. Try also removing and re inserting the viewing card.

dazdude · 07-11-2009, 21:30

Quote:

Originally Posted by ProDave

In case the power did not come back on cleanly, try unplugging and re powering the box again. Try also removing and re inserting the viewing card.

Already done both these things with no success

ProDave · 07-11-2009, 21:54

Yes I think it's time to call sky.

My guess it it's more likely to be a box fault than a card fault.

Don't tell them that you think you have a dud card, otherwise they will just disable that card and send you a new one (that might not fix the problem). Instead try and get a free service call (threaten to cancel if necessary to get a free callout) and let them determine whether it's the card or the box.

dazdude · 07-11-2009, 22:22

Quote:

Originally Posted by ProDave

Yes I think it's time to call sky.

My guess it it's more likely to be a box fault than a card fault.

Don't tell them that you think you have a dud card, otherwise they will just disable that card and send you a new one (that might not fix the problem). Instead try and get a free service call (threaten to cancel if necessary to get a free callout) and let them determine whether it's the card or the box.

Well the daft thing is, is that it was working fine prior to the powercut as my parents had sky one on, So my initial thought isn't a dud card, Not sure how i'd go about getting a free service call though as I don't want to threaten to cancel, Though tbh we were hoping at somepoint to upgrade to Sky+ (Is there still anyway of getting a reduced discount for existing customers?)

Daz

dazdude · 07-11-2009, 23:32

Incidentally are sky's technical support even open this time of night because I've currently been on the phone to them now for 25minutes and not even spoke to a person yet, just all their recorded spiel.

and theres no mention of opening hours on their website or recorded message on the phone if their not which I think is rather undecent indeed

dazdude · 08-11-2009, 14:19

Spoke to them this morning to be told that their systems were down last night, and the person at sky apologised for the inconvienience, I was then taken through a software update on the box and told that it should fix the problem, of course it didn't and I am still left with a the same message on screen and in some cases changing the channel sends me to the interactive screen, I then rang back and told them this and they tell me their going to send a new card out and will credit my account for loss of viewing, I am getting the feeling its definitely the box. The worst thing is that we have an extremely old Amstrad Sky Digital Box.

Any further suggestions would be welcomed.

swills · 08-11-2009, 14:23

Power surge when the supply was turned back on? resulting in something "popping"
all our video stuff is plugged into a surge protector, not had any probs for a few years now

dazdude · 08-11-2009, 14:55

All our equipment is plugged in to a Surge Protector anyway so cannot see how that could have caused it.

coopermanyorks · 08-11-2009, 15:36

Exactly what does the on screen message say ?

press services >system set up > system details

Does the actual card number show up on screen if you follow the above ?

You are putting the card back in the proper Sky card slot and not in the interactive slot

dazdude · 08-11-2009, 16:23

Quote:

Originally Posted by coopermanyorks

Exactly what does the on screen message say ?

press services >system set up > system details

Does the actual card number show up on screen if you follow the above ?

You are putting the card back in the proper Sky card slot and not in the interactive slot

"There is a problem with your viewing card, please contact broadcaster"

When I go into the services > System Details option I get no card number, and having spoken to sky they seem insistent that it is a card problem (Does not explain when changing the channel that it switches to interactive services instead)

We have had the box which for reference is one of the original 'Amstrad' boxes fixed once a couple of years ago. so do wonder if the power cut had affected it in some way.

Sky have said though if it does not fix the problem they will have to send an engineer out at a cost of £65 so I shall speak with their sales department tomorrow and see if they can replace the box cheaper than this, Seeing how they have given many existing customers free sky+ boxes when they threaten to leave or other circumstances.

bmillam · 08-11-2009, 17:43

Quote:

Originally Posted by dazdude

"There is a problem with your viewing card, please contact broadcaster"

When I go into the services > System Details option I get no card number, and having spoken to sky they seem insistent that it is a card problem (Does not explain when changing the channel that it switches to interactive services instead)

We have had the box which for reference is one of the original 'Amstrad' boxes fixed once a couple of years ago. so do wonder if the power cut had affected it in some way.

Sky have said though if it does not fix the problem they will have to send an engineer out at a cost of £65 so I shall speak with their sales department tomorrow and see if they can replace the box cheaper than this, Seeing how they have given many existing customers free sky+ boxes when they threaten to leave or other circumstances.

without the card you should get all freesat channels and message please insert card or similar for the rest.
if box does other, its dead or dieing.
best way to get free box, tell sky cant afford £60 will have to cancel. they might put you through to cancelling, just carry on, they normally cave in and give you one.

Andrue · 08-11-2009, 19:48

A power cut does not mess up your card..I can say that with certainty

My Sky HD box is plugged into a timer and it loses power at 1am every weekday and doesn't get it back until 4pm. It's been that way for several years now dating back to my Sky+ PVR. I've never had any problems.

Orbitalzone · 08-11-2009, 20:12

A power cut won't but when the power is restored to the whole street/village/town there could be a rise in voltage for a very brief period (while the voltage supply stabilises as all those household's electronics powerup all at the same time)

So a small spike/surge is possible and a surge protector may not stop it....

I'd say it's fairly clear that the interruption either damaged the box or the card!

Strathclyde · 09-11-2009, 06:52

I could well be a box failure, but first, persist with a further call to Sky. One of our boxes is frequently powered off, and I found it seemed to have become unpaired from the box after having been off for a week or so. A call to Sky CS (and telling them I'd been all the usual stuff they first ask) had them send a new OK signal to the box, and all was fixed.

I dunno if this is a feature of the software controlling the new cards (which this was).... What did surprise me was that unlike the old process of pairing (which used to take several hours before all premium channels returned), this time the box was paired immediately (while the CS rep was on the phone) and ALL premium channels were working again. I

dazdude · 10-11-2009, 13:36

Well the new card turned up today, and needless to say just as I thought I'm still getting the same error so at this point I would think its Definitely a box fault, though as I mentioned surely its a lot cheaper to get a new box than have to pay £65 for sky to send someone out and fix it, heck it wasn't even any fault of our own as its protected by a surge protector.

Can someone suggest the best way to go about this and suggest what I ought to say to Sky?

Strathclyde · 10-11-2009, 16:01

- Are you getting ANY channels ? If so:
- Have you called Sky re pairing with the new card (note they tell you to wait a couple of days anyway to allow the card to be auto-paired!)
- If it does look like a box fault after the call to Sky, tell them you really can't afford the callout charge, and may cancel altogether.
- And- forgive me, are you CERTAIN you are putting the card into the CORRECT slot, the right way up?

It seems silly to go out and try buy a 2nd hand HD box, which you'll not likely get for <£65, and may have other (new) problems. At least even with Sky's callout charge, you are in effect getting a new 12 month warranty, and you are CERTAIN to have a working system.

dazdude · 10-11-2009, 16:55

Quote:

Originally Posted by Strathclyde

- Are you getting ANY channels ? If so:
- Have you called Sky re pairing with the new card (note they tell you to wait a couple of days anyway to allow the card to be auto-paired!)
- If it does look like a box fault after the call to Sky, tell them you really can't afford the callout charge, and may cancel altogether.
- And- forgive me, are you CERTAIN you are putting the card into the CORRECT slot, the right way up?

It seems silly to go out and try buy a 2nd hand HD box, which you'll not likely get for <£65, and may have other (new) problems. At least even with Sky's callout charge, you are in effect getting a new 12 month warranty, and you are CERTAIN to have a working system.

a) Yes I am getting channels albeit the fta ones but I've noticed now even without sudden warning the box just simply enters the interactive services by itself in the middle of a programme this is why I'm pretty certain it has 'nothing' to do with the card as I should be able to watch free to air channels without the need of a card or interruption.

b) No as they/the letter did not mention anything about this. Though I shall do this shortly

c) I wouldn't want to go out and get a 2nd hand 'HD' box at any rate as we do not have a HD TV, However I have taken up another forum members offer of the current Sky+ for existing customers' M&S deal (see relevant thread)

d) Yes I am 100% positive the card is in the right slot, as the card is in the same slot the card has always been in.

bmillam · 10-11-2009, 17:35

Quote:

Originally Posted by dazdude

a) Yes I am getting channels albeit the fta ones but I've noticed now even without sudden warning the box just simply enters the interactive services by itself in the middle of a programme this is why I'm pretty certain it has 'nothing' to do with the card as I should be able to watch free to air channels without the need of a card or interruption.

b) No as they/the letter did not mention anything about this. Though I shall do this shortly

c) I wouldn't want to go out and get a 2nd hand 'HD' box at any rate as we do not have a HD TV, However I have taken up another forum members offer of the current Sky+ for existing customers' M&S deal (see relevant thread)

d) Yes I am 100% positive the card is in the right slot, as the card is in the same slot the card has always been in.

your interactive button on your remote isnt stuck down by any chance??

dazdude · 10-11-2009, 20:58

Quote:

Originally Posted by bmillam

your interactive button on your remote isnt stuck down by any chance??

Nope and as I mentioned the box started switching to interactive after we had the powercut

braychurchmouse · 10-11-2009, 23:11

If you want an easy life, just get a second hand box, if your old box is an original Amstrad its living on borrowed time anyway. There's loads around second hand as people upgrade to Sky + or HD. Local newspaper ads, Freeads newspapers or even eBay, but get advice before embarking on ebay if you are new to it.

You should be able to get a current "flow" model with the curvey front for less than £30 - in my experience (but small sample admittedly) the Pace gives a markedly better picture than the Amstrad.

In fact if you are on subscription, get a second hand Sky + box and you'll be able to record, though in general I have found these boxes less reliable than standard boxes (mean time to failure 3 years in my experience)...and to take full advantage you'll need new multi lnb and cable, if not already installed.

I have heard of people playing real hardball with Sky and getting free Sky+ box and installation of new lnb etc for free when threatening to close their subscription and go to Freesat.

If you want to have a hard time try convincing your insurance company or the power company that a power spike knackered your box...that is probably the truth but very difficult convincing them especially if its a first generation Amstrad box. It was probably on its way out anyway and the power spike took it over the edge (ok I'm just guessing here!). By the way, are you sure the surge protector is still fully operational? Some of the cheap ones only work once...there may be an indicator light.

dazdude · 10-11-2009, 23:19

Quote:

Originally Posted by braychurchmouse

If you want an easy life, just get a second hand box, if your old box is an original Amstrad its living on borrowed time anyway. There's loads around second hand as people upgrade to Sky + or HD. Local newspaper ads, Freeads newspapers or even eBay, but get advice before embarking on ebay if you are new to it.

You should be able to get a current "flow" model with the curvey front for less than £30 - in my experience (but small sample admittedly) the Pace gives a markedly better picture than the Amstrad.

In fact if you are on subscription, get a second hand Sky + box and you'll be able to record, though in general I have found these boxes less reliable than standard boxes (mean time to failure 3 years in my experience)...and to take full advantage you'll need new multi lnb and cable, if not already installed.

I have heard of people playing real hardball with Sky and getting free Sky+ box and installation of new lnb etc for free when threatening to close their subscription and go to Freesat.

If you want to have a hard time try convincing your insurance company or the power company that a power spike knackered your box...that is probably the truth but very difficult convincing them especially if its a first generation Amstrad box. It was probably on its way out anyway and the power spike took it over the edge (ok I'm just guessing here!). By the way, are you sure the surge protector is still fully operational? Some of the cheap ones only work once...there may be an indicator light.

I shall see how things go tomorrow as I have spoken to Sky this evening as they tried to pair the new card to our box, albeit it'll more than likely fail as nothing has happened yet (they quoted 4 hours max and that was at 9pm)

Either way If they quote me £65 for a callout I'm simply going to tell them I cannot afford it which is true as I've more pressing financial concerns atm and threaten to cancel and see what they say/do.

As for the surge protector it cost a fair whack itself so is in no way a cheap one, and having checked the lights on it everything seems to be fine.

Daz

dazdude · 11-11-2009, 20:19

Having rung Sky today for the goodness knows how many times I have been offered a free Service callout to fix or replace the box (Oh yay someone else's re-conditioned sky box

)

Considering I have been with Sky for the past 6 years having signed up through absolutely no offer at all (Just a simple go into Currys and Register for Sky) and all they can offer me is a Free callout for what is essentially a 2nd hand box to me feels like poor customer service.

I now am honestly feeling like cancelling all together having just wasted nearly 2 hours on the phone being passed from person to person only to be told the above. Its a bit much if I have to cancel and rejoin as a new customer to get better customer service

davemurgatroyd · 11-11-2009, 22:25

Quote:

Originally Posted by dazdude

Having rung Sky today for the goodness knows how many times I have been offered a free Service callout to fix or replace the box (Oh yay someone else's re-conditioned sky box

)

Considering I have been with Sky for the past 6 years having signed up through absolutely no offer at all (Just a simple go into Currys and Register for Sky) and all they can offer me is a Free callout for what is essentially a 2nd hand box to me feels like poor customer service.

I now am honestly feeling like cancelling all together having just wasted nearly 2 hours on the phone being passed from person to person only to be told the above. Its a bit much if I have to cancel and rejoin as a new customer to get better customer service

You won't be able to rejoin as a new customer for 12 months unless change of name, bank account and address.

dazdude · 11-11-2009, 22:48

Quote:

Originally Posted by davemurgatroyd

You won't be able to rejoin as a new customer for 12 months unless change of name, bank account and address.

Oh well, just another reason why sky are blessed with such crap customer service. Will just have to hope their 2nd hand box doesn't fall apart.

07-11-2009, 21:21	#1
dazdude Forum Member Join Date: Dec 2004 Location: Crewe Services: Sky Digital, o2 Broadband Posts: 137	Powercut Messes up Viewing Card? Hi all About 10 minutes ago we had a powercut, and upon power returning our box is now saying that our viewing card is faulty (And so therefore can no longer access any of the premium packages we are subscribed to, SkyMovies etc), is there anyway of fixing this is or do I sense a phonecall to sky? Daz

11-11-2009, 20:19	#23
dazdude Forum Member Join Date: Dec 2004 Location: Crewe Services: Sky Digital, o2 Broadband Posts: 137	Having rung Sky today for the goodness knows how many times I have been offered a free Service callout to fix or replace the box (Oh yay someone else's re-conditioned sky box) Considering I have been with Sky for the past 6 years having signed up through absolutely no offer at all (Just a simple go into Currys and Register for Sky) and all they can offer me is a Free callout for what is essentially a 2nd hand box to me feels like poor customer service. I now am honestly feeling like cancelling all together having just wasted nearly 2 hours on the phone being passed from person to person only to be told the above. Its a bit much if I have to cancel and rejoin as a new customer to get better customer service

07-11-2009, 21:29	#2
ProDave Forum Member Join Date: Apr 2001 Location: Northern Scottish Highlands Services: Freesat From Sky+ HD, Astra 1 / Hotbird FTA, Freeview, Freeview PVR, ADSL Posts: 7,228	In case the power did not come back on cleanly, try unplugging and re powering the box again. Try also removing and re inserting the viewing card.

07-11-2009, 21:54	#4
ProDave Forum Member Join Date: Apr 2001 Location: Northern Scottish Highlands Services: Freesat From Sky+ HD, Astra 1 / Hotbird FTA, Freeview, Freeview PVR, ADSL Posts: 7,228	Yes I think it's time to call sky. My guess it it's more likely to be a box fault than a card fault. Don't tell them that you think you have a dud card, otherwise they will just disable that card and send you a new one (that might not fix the problem). Instead try and get a free service call (threaten to cancel if necessary to get a free callout) and let them determine whether it's the card or the box.

07-11-2009, 23:32	#6
dazdude Forum Member Join Date: Dec 2004 Location: Crewe Services: Sky Digital, o2 Broadband Posts: 137	Incidentally are sky's technical support even open this time of night because I've currently been on the phone to them now for 25minutes and not even spoke to a person yet, just all their recorded spiel. and theres no mention of opening hours on their website or recorded message on the phone if their not which I think is rather undecent indeed

08-11-2009, 14:19	#7
dazdude Forum Member Join Date: Dec 2004 Location: Crewe Services: Sky Digital, o2 Broadband Posts: 137	Spoke to them this morning to be told that their systems were down last night, and the person at sky apologised for the inconvienience, I was then taken through a software update on the box and told that it should fix the problem, of course it didn't and I am still left with a the same message on screen and in some cases changing the channel sends me to the interactive screen, I then rang back and told them this and they tell me their going to send a new card out and will credit my account for loss of viewing, I am getting the feeling its definitely the box. The worst thing is that we have an extremely old Amstrad Sky Digital Box. Any further suggestions would be welcomed.

08-11-2009, 14:23	#8
swills Forum Member Join Date: Aug 2002 Location: Colchester, Sunny Essex Services: sky+, BT Broadband Op3, Sky 6 mix, A few 'dubious' channels on Hotbird! Posts: 943	Power surge when the supply was turned back on? resulting in something "popping" all our video stuff is plugged into a surge protector, not had any probs for a few years now

08-11-2009, 14:55	#9
dazdude Forum Member Join Date: Dec 2004 Location: Crewe Services: Sky Digital, o2 Broadband Posts: 137	All our equipment is plugged in to a Surge Protector anyway so cannot see how that could have caused it.

08-11-2009, 15:36	#10
coopermanyorks Forum Member Join Date: Jan 2003 Location: Pontefract -In Gods Own County Services: Pace & Thomson HD & Pvr3's in Multiroom-Sky 6 mix & Sports - BB Max Posts: 16,760 Blog Entries: 1	Exactly what does the on screen message say ? press services >system set up > system details Does the actual card number show up on screen if you follow the above ? You are putting the card back in the proper Sky card slot and not in the interactive slot

08-11-2009, 19:48	#13
Andrue Forum Member Join Date: Jul 2001 Location: Brackley, UK Services: Sky HD, Be ADSL (13.5Mb), FreeSat PC Posts: 2,005	A power cut does not mess up your card..I can say that with certainty My Sky HD box is plugged into a timer and it loses power at 1am every weekday and doesn't get it back until 4pm. It's been that way for several years now dating back to my Sky+ PVR. I've never had any problems.

08-11-2009, 20:12	#14
Orbitalzone Forum Member Join Date: Oct 2000 Location: East Sussex Services: SkyHD, PlusNet ADSL, Posts: 8,241	A power cut won't but when the power is restored to the whole street/village/town there could be a rise in voltage for a very brief period (while the voltage supply stabilises as all those household's electronics powerup all at the same time) So a small spike/surge is possible and a surge protector may not stop it.... I'd say it's fairly clear that the interruption either damaged the box or the card!

09-11-2009, 06:52	#15
Strathclyde Forum Member Join Date: Jan 2004 Posts: 2,122	I could well be a box failure, but first, persist with a further call to Sky. One of our boxes is frequently powered off, and I found it seemed to have become unpaired from the box after having been off for a week or so. A call to Sky CS (and telling them I'd been all the usual stuff they first ask) had them send a new OK signal to the box, and all was fixed. I dunno if this is a feature of the software controlling the new cards (which this was).... What did surprise me was that unlike the old process of pairing (which used to take several hours before all premium channels returned), this time the box was paired immediately (while the CS rep was on the phone) and ALL premium channels were working again. I

10-11-2009, 13:36	#16
dazdude Forum Member Join Date: Dec 2004 Location: Crewe Services: Sky Digital, o2 Broadband Posts: 137	Well the new card turned up today, and needless to say just as I thought I'm still getting the same error so at this point I would think its Definitely a box fault, though as I mentioned surely its a lot cheaper to get a new box than have to pay £65 for sky to send someone out and fix it, heck it wasn't even any fault of our own as its protected by a surge protector. Can someone suggest the best way to go about this and suggest what I ought to say to Sky?

10-11-2009, 16:01	#17
Strathclyde Forum Member Join Date: Jan 2004 Posts: 2,122	- Are you getting ANY channels ? If so: - Have you called Sky re pairing with the new card (note they tell you to wait a couple of days anyway to allow the card to be auto-paired!) - If it does look like a box fault after the call to Sky, tell them you really can't afford the callout charge, and may cancel altogether. - And- forgive me, are you CERTAIN you are putting the card into the CORRECT slot, the right way up? It seems silly to go out and try buy a 2nd hand HD box, which you'll not likely get for <£65, and may have other (new) problems. At least even with Sky's callout charge, you are in effect getting a new 12 month warranty, and you are CERTAIN to have a working system.

10-11-2009, 23:11	#21
braychurchmouse Forum Member Join Date: Aug 2005 Posts: 83	If you want an easy life, just get a second hand box, if your old box is an original Amstrad its living on borrowed time anyway. There's loads around second hand as people upgrade to Sky + or HD. Local newspaper ads, Freeads newspapers or even eBay, but get advice before embarking on ebay if you are new to it. You should be able to get a current "flow" model with the curvey front for less than £30 - in my experience (but small sample admittedly) the Pace gives a markedly better picture than the Amstrad. In fact if you are on subscription, get a second hand Sky + box and you'll be able to record, though in general I have found these boxes less reliable than standard boxes (mean time to failure 3 years in my experience)...and to take full advantage you'll need new multi lnb and cable, if not already installed. I have heard of people playing real hardball with Sky and getting free Sky+ box and installation of new lnb etc for free when threatening to close their subscription and go to Freesat. If you want to have a hard time try convincing your insurance company or the power company that a power spike knackered your box...that is probably the truth but very difficult convincing them especially if its a first generation Amstrad box. It was probably on its way out anyway and the power spike took it over the edge (ok I'm just guessing here!). By the way, are you sure the surge protector is still fully operational? Some of the cheap ones only work once...there may be an indicator light.