Customer Sky viewing card

Applies to roles:

System Administrator Customer Service Sales Agent Finance

If a customer has issues with their Sky viewing card or their viewing, you can complete viewing card related actions to resolve the issue.

Click on View in the Viewing Card and Devices section:

Click on Manage this viewing card:

The following options are presented when you click the Manage this viewing card button:

Re-pair

A request can be sent to re-pair the viewing card with the customer’s set top box number.

Click on this option and the Re-pair window will show asking if you want to send a message to re-pair the card.

Click Confirm to go ahead otherwise click Cancel.

Replace

If a customer requires a replacement card we can arrange for one to be sent out.

Replace function – The function to be performed, select either ‘Replace’ to request a replacement or ‘Cancel’ to cancel the original request;
Reason code – Select a reason for the replacement or cancellation of the card from the drop down;
Special delivery included – Select ‘Yes’ for the replacement card to include special delivery otherwise select ‘No’.

Select Confirm to go ahead with the change.

Callback

Allows a message to be sent to the viewing card requesting the set top box to callback.

Select Confirm to go ahead otherwise click Cancel.

Re-authorise

Allows you to send a message to re-authorise the viewing card.

Select Re-authorise
Select Confirm to go ahead otherwise click Cancel.

First-Authorisation

If a customer is using a viewing card for the first time, a first authorisation needs to be carried out to activate viewing.

Enter the following information in the First authorisation box:

Version number – The viewing card version number;
Serial number – The serial number on the viewing card.

Select Confirm to go ahead.

Re-enable free-to-air

A user can use a Sky box without a subscription by viewing Free-To-Air (FTA) channels. If a customer loses viewing, we can send a request to re-enable FTA channels.

Select Re-enable
Select Confirm’ to go procedd otherwise click Cancel.

Re-issue undelivered card

A customer can request a viewing card to be reissued if a previous card was undelivered.

Select Re-issue undelivered card
Select Confirm’ to proceed otherwise click Cancel.

Card/Set-top box relationship

The relationship between the card and the customer’s set top box can be set

Select Card/set top box relationship
Enter the following details:

Version number – The card version number;
Serial number – The serial number on the card.

Select Confirm to proceed

PIN and ratings

Allows you to set pin and ratings for viewing card.

Select PIN and ratings
Enter the following details:

PIN – The Personal Identification Number (PIN) for the customer’s viewing card e.g. 1234;
Spend limit – Enter the customers spend limit. You cannot enter more than the predefined limit set by an administrator;
Password – Enter the password;
Ratings – Select a rating to view certain content e.g. any content with a 15 and above rating will require a PIN.

Select Confirm to proceed

Pay-per-view credit limits

Allows you to enter a pay per view credit limit (you cannot enter an amount higher than the default amount set by an administrator).

Select Pay-per-view credit limits
Enter an amount in the ‘Limit’ field e.g. 50.00.
Select Confirm to proceed

EPG dial prefix

Sky boxes can make a dial up internet connection to Sky’s servers via the telephone line, this is used to transfer information about PPV purchases and ensure multi-room boxes are in the same household.

The EPG dial fix allows you to change the prefix that is dialled before the Electronic Programme Guide (EPG) callback phone.

Select EPG dial prefix
Enter the dial prefix number - maximum of 10 characters from “#^0123456789
Select Confirm to proceed

Resend all bits

Request to resend personal settings to the card.

Select Resend all bits
Select Confirm to proceed