Loss of channels after box changed

[malcolmgb]

I have replaced my Grundig box with a used Panasonic box, I can get all channels up to 446 but nothing beyond. I tried going into 'Installer Setup' for 'New Installation' that said there is an error with the card and to ring for assistance. Can I try anything else or do Sky have to match the card to the Panasonic box, is there a charge or do I have to go back to the Grundig box? Thanks in advance for any help.

[Postman Pat]

Youll have to ring Sky and pair the card with the new box

[malcolmgb]

Tried speaking to Sky, the 1st person said no problem she tried to pair card to box but had a problem and put me through to a "TV engineer" in Ireland who went through similar procedure and didn't sort it then the line went dead, I suspect he cut me off had similar issue on Broadband. Tried ringing again this time it appeared to be an India call centre, he appeared to go though a basic scripted fault find and told me he could make an appointment for an engineer to call.
Has anyone any ideas, I am 100% certain the box was in full working order when removed and stored before given to me.

[Proppinupthebar]

What have you said when you phoned? Have you told them that you have had to replace your set top box and need the new one pairing with your account? The only problem will come about is if the STB is still shown as active on someone elses account, or if the box has been reported as stolen.

[malcolmgb]

What have you said when you phoned? Have you told them that you have had to replace your set top box and need the new one pairing with your account? The only problem will come about is if the STB is still shown as active on someone elses account, or if the box has been reported as stolen.

Thanks for reply Proppinupthebar yes that is what I told them.

The story of the box is - it belonged to my daughter, she cancelled her Sky account before moving abroad about 5 years ago, all her effects were stored by a professional storage company, they have now been removed from storage because her move is now permanent.

The first agent said she had a problem finding a file on her computer, she also said she couldn't find my Panasonic box on her list. Would it help if I listed the System Details?

[malcolmgb]

Some of the details;

Manufacturer - Panasonic
Model number - 1.1.K
Version number - 0F0201
Serial number -
Viewing card number -
Operating system version - 1.2S4Bq
EPG software version - 3.1a.6

The version number was a little confusing, when she asked, I wasn't sure if they were letter O's or zero's and she didn't appear to know either.

[Proppinupthebar]

All you should need to provide is the box serial number. You are using your card and not your daughters old one?

It might be worth powering off the box, then re-powering whilst holding down backup on the box until the updating message comes up onscreen. This will force the STB to update its software.

What are sky saying? They can't re-pair the box, or they have done it and it does'nt seem to have worked?

[malcolmgb]

Yes using correct card, Sky asked for card number and would have thought their system showed it too.

Tried re-powering with backup button pressed both at mains sw and box sw didn't seem to do anything only freeze system.

I'm trying to do this for no cost, times are hard. I have now refitted Grundig box, it came straight on, all channels seem to be available. Why have I not had to ring Sky again and tell them I have refitted the Grundig box doesn't their system need to see a certain box serial number against a valid viewing card number, did they actually pair the numbers or not?
I'm confused

I have also checked the Grundig System Details;

Manufacturer - Grundig
Model number - 286_535
Version number - 4E0301
Serial number -
Viewing card number -
Operating system version - 1.2S4FJ
EPG software version - 3.7.6

Are the 'Operating system & EPG software version' manufacture specific or standard across Sky system?

[Proppinupthebar]

The software on the box really shouldn't matter.
Do you subscribe to any sports or movies channels and do they still work?
If so then they haven't paired the replacement box and card correctly as sports and movies definitely require a paired card and box.

[malcolmgb]

No don't have either sports or movie channels.
Just re-read post and I didn't say it is just a basic Sky digibox not Sky+ sorry.