PLEASE HELP!!!! > Deine Smartcard is nicht freigeschaltet [12010] <

[moaaz]

I BEG YOU PEOPLE!

I have received the receiver and the sky card since the first of January. Now it has been 19 days, NINETEEN DAYS and I cannot seem to activate the smart card!!!!!!

I have tried everything written everywhere wether on the main website or the forum. Nothing worked!!!!

All what I know now is to post in here so somebody can ask me privately for my customer number and they will do the rest for me which is super inconvenient since that should be a breeze and you, Sky, is making the whole thing complicated from day 1.

Seriously, I signed for Sky for 1 year contract and after only 19 days I decided to not renew just for the pain I went through.

Anybody PLEASE do it for me?!?!?!

Please check the photos attached of the many errors I am getting.

I have Sky Q.

UPDATE:

I just called Sky customer service number.

It just lasted like 2 minutes. I have been asked to enter my customer number. I did. After I did, the answer machine told me that my card is activated and leave on the screen on a sky channel for a while.

Is that all what can Sky do to me? Frustrating. I just have to wait for a moderator.

I guess all regional channels are working. I have not checked those channels before since the instructions saying I have to stay on a Sky channel the whole time (on the booklet Sky sent says channel 130 but there is no 130) and on the website says channel Sky 1 number 100 which you can see in the photo attached below.

So all regional channels are working (same as on my TV) but all sky channels are NOT working and I believe the issue is the smart card. So I have no idea what was that phone call with an answer machine which says in the end that the card is unlocked was all about....

Trying to reactivate through sky.de/freischaltung tells me to choose my card from the dropdown in which that dropdown is not showing anything and not working and says also that my card has not been found...

UPDATE:

So I called the Sky Customer Service. I was surprised that it did not take that much time as some guys told me.
The women who tried to help was nice.

So, she couldn't fix the problem for me whatsoever.

She checked if I have the right receiver and the right card. She checked serial numbers also. All correct!!!

We tried to reset the receiver. Did not work!! (Still getting error 14060 > Deine Smartcard muss deinem Sky Q Receiver zugeordnet sein)..

In the end she told me the only thing I can offer you is to send a technician to check it out and it will cost me 99 euros.  REALLY?

That's all what Sky can do for me? I have to pay 99 euros to fix this issue I am having since the first of January??????

19 days and no body could help me fix it?!!

UPDATE:

I called them again.

They will send me a new card. Let's see how in goes in 2-3 days from now.

UPDATE:

Ok. So Sky sent me a new card.

Now, after turning the TV to a Sky sender and waiting (less than 45 minutes as they suggested), I am having another error [11020].

After checking what could be the reason, all what Sky is mentioning is to check the cables. I mean, really, I am fed up with this.

23 days and I am still waiting for this service to work out.

I hope there is a way to cancel the contract and I will do it RIGHT NOW!!!!

[Anonym]

please wait for a moderator

[moaaz]

I will. Thank you.

[Anonym]

ok that can take a couple of days

[moaaz]

Yes. I could tell feom other threads. Some moderators take up to two weeks to answer.. i do not blame them though; i blame the service!

[euleuhu]

Or call the hotline it‘s faster!

[moaaz]

First i am not sure if i can call them now or even during the weekend. I can check. But the issue is it costs me €0.60 per minute. I am not sure if the waiting time is counted?

[Anonym]

the modorators are doing a good job

but they are powerless against the sky system

[moaaz]

I went through the app to unlock the smart card and i have done these (see screenshots).

I did this step buy the system did not ask me to enter the "Jugendschutz-PIN" when I turned to a sky channel.

Then i entered my PIN, then i got this >>

Usually I wait an hour. Nothing shows up.

[moaaz]

That's totally what my point of view here in this forum.

[moaaz]

Still waiting. Appreciate a response

[miika]

waiting time 2 weeks to 3 weeks.

[moaaz]

Nice. So I am going to stay without Sky channels for another 2 weeks. Awesome!! Thanks.

[miika]

0180 611 00 00 Hotline

[moaaz]

I was going to do that but, can you tell me please if they are going to charge me since the moment the answer machine picks up the phone or the customer service representative? I am asking because I might have to stay a long time on the phone waiting and I don't know if they are going to charge me all those minutes of waiting time or just the actual conversation between me and them?

[euleuhu]

Moaaz A schrieb:

First i am not sure if i can call them now or even during the weekend. I can check. But the issue is it costs me €0.60 per minute. I am not sure if the waiting time is counted?

60ct per call not 60ct per minute!!

[moaaz]

Oh I see. Appreciate it

[miika]

in Germany its only the time of talking to each other.

You could try to mail to service@sky.de. Mailing the facts and give a phone number so that they could ring back.

[moaaz]

Thank you very much

[herbst]

Moaaz A schrieb:

I am asking because I might have to stay a long time on the phone waiting and I don't know if they are going to charge me all those minutes of waiting time or just the actual conversation between me and them?

The entire conversation costs 60 cents via mobile. There is no minute price.