Sky - Pay Once Watch Forever: NOT!

bigo93

I bought the Pay Once Watch Forever a few years back, not used the box in some time and just reconnected it. Now the box says that I have the wrong card in the box!

Phone Sky and they cannot find my card on the system. They then find the old blue one and claim I cancelled my sub so have to pay for a new card, even claim I was sent the new white one by mistake!

This is not what one expects from a "Pay Once Watch Forever" advertising, so it's false advertising!
In fact when the new cards came out they list those on the Pay Once Watch Forever package as those who will get the new cards for free.

Anyone else had this problem?

Buzby

I had a viewing card that pre-dated this scheme, and I recieved a free update to a White card - the letter within stated that I needed to change it over etc or I would start losing channels (probably only CH5) and the Regionalisation of the BBC/ITV channels. They said that any further replacement cards would be chargeable, but to be honest there isn't much you miss now with a 'valid' card - so I doubt I'd bother renewing.

As for the crux of your complaint, 'Pay Once, Watch Forever' this is on a par with 'Unlimited Broadband' - and they'd say a replacement card cost must be borne by the viewer, and the ASA would deem this 'reasonable'.

UncleZen

As Buzby said, you should have receieved a replacement card in order to keep viewing certain channels.

bigo93

I did get my white replacement card when they were changed from the old blue ones.

I have not used my box for the last 18 months though and reconnected it last night to find that it says the wrong card is in it.

The letter I have says they make deactivate cards for security reasons, when is inactivity a security threat?

Point is I paid once, and now I am having to pay again and will only be able to watch until the next time this happens.


As for "Unlimited Broadband" I am actually with an ISP which actually does unlimited :P

bengalknights

bigo93 wrote: »

I did get my white replacement card when they were changed from the old blue ones.

I have not used my box for the last 18 months though and reconnected it last night to find that it says the wrong card is in it.

The letter I have says they make deactivate cards for security reasons, when is inactivity a security threat?

Point is I paid once, and now I am having to pay again and will only be able to watch until the next time this happens.


As for "Unlimited Broadband" I am actually with an ISP which actually does unlimited :P

You could always switch the box over to freesat then you wont ever incur costs again other than maintenance/replacements.

Buzby

If your card has not been used, they can refresh it electronically at no cost - ask them. A good ruse is to call and say you've changed your reciever and can they 're-pair' your existing card. It is done in moments.

As for unlimited BB, my point what not what you personally experience, but that the claim is used and accepted by the ASA a a valid description, when it is patently absurd the term is modified by spurious 'fair use' conditions that may invalidate it.

bigo93

Buzby wrote: »

If your card has not been used, they can refresh it electronically at no cost - ask them. A good ruse is to call and say you've changed your reciever and can they 're-pair' your existing card. It is done in moments.

That what I tried at first, but they say my card doesnt even exist! It's not on their database at all, yet it's been left in my sky box for the last 2 years or more.

I wrote in an email and htey got back to me, at first it sounded like good news, but apparently the guy made me a new account then passed me onto their card department, who couldnt pair the card cos they have to wait for new accounts.

So now have to wait until tomorrow when they will ring back and try again.

davemurgatroyd

bigo93 wrote: »

That what I tried at first, but they say my card doesnt even exist! It's not on their database at all, yet it's been left in my sky box for the last 2 years or more.

I wrote in an email and htey got back to me, at first it sounded like good news, but apparently the guy made me a new account then passed me onto their card department, who couldnt pair the card cos they have to wait for new accounts.

So now have to wait until tomorrow when they will ring back and try again.

Which customer service are you phoning? There are two seperate areas with different phone numbers - one for Sky subscribers and one for FreesatFromSky customers (which is the pay once view forever area) and have seperate databases for the two sets of customers which I believe was a "legal" requirement at the time the scheme was introduced. The two areas do not have access to the other ones set of customers database so this may well be the reason your card is not showing on their system.

I believe the correct number is 08442 410 595 for FreesatFromSky customer service

bigo93

You're right, I did call the wrong department, mainly because I didnt want to pay for the higher costs of calling an 0845 number.

One I called was 0844 241 1653, but using saynoto0870.com/numbersearch.php I used the freephone number listed there: 0800 0466434


I used my mobile at first, the first operator realised I called the wrong department and passed me to the freesat one, but even there they couldnt find the card. I was about to give them my old card number which I still have when my battery died.

Phoned back and this time I said my card needs re-paring, please divert me to the right department, but this operator was too arrogant to do that wanting to do it herself.

Anyway I ended up emailing sky, and the who replied almost got it right, ended up creating a new account for me, and now I bet they've got me listed as a Freesat from Sky customer instead of being on the POWF list, so am guessing next time they release new cards I wont get one!


Also that site gives 08442 410 595 a local rate you may be able to call, 020 7126 7020 for those interested.

Still dont like the false advertising for Freesat from Sky though, "One off payment" but we can cancel your card for "security reasons" and make you pay for a new one!

Inner_Zone

bigo93 wrote: »

I did get my white replacement card when they were changed from the old blue ones.

I have not used my box for the last 18 months though and reconnected it last night to find that it says the wrong card is in it.

The letter I have says they make deactivate cards for security reasons, when is inactivity a security threat?

Point is I paid once, and now I am having to pay again and will only be able to watch until the next time this happens.

Get over it. It's hardly Sky's fault if you have not used the box for eighteen months.

You have three choices: pay Sky £25 for a FTV card which should last about five years or pay £30 for a SD Freesat box or forgo the regionalisation and the few FTV channels and continue using your Sky box without a card.

bigo93

If you have nothing of interest to add or anything that is helpful, might I suggest you leave this thread to those who are.

You might not care about corporation screwing over their customers but some of us do!