Sky says it’s launching improved customer messaging on its entertainment channels which will clarify why viewers need to enter a PIN to watch a programme.
It’s part of a series of measures Sky is introducing to improve viewer guidance. Sky revealed the details as part of an Ofcom investigation into a recent failure of Sky’s PIN system.
The pay TV broadcaster was found in breach of the broadcasting code after an episode of Game of Thrones containing offensive language was broadcast to viewers in the morning.
Broadcasters can offer certain types of programmes between 05:30 and 21:00 if a mandatory PIN protection is in place. As a result, it cannot be removed by the user and restricts access solely to those authorised to view.
On the day of the incident, 19th August 2022, Sky Atlantic had been scheduled to show back to back episodes of the fantasy drama series using PIN protection. But Sky employees noted irregularities in the PIN service system and couldn’t guarantee it was working on all platforms. Shortly thereafter, Sky pulled the episode off-air and switched to alternative programmes until 10:50am when systems were back in place.
Explaining the fault to Ofcom, Sky said the glitch was due to a software update. That resulted in an “excess of data” being generated that “caused the system to run out of memory prematurely”. This meant “an inconsistency to the PIN stream being fed to some customer Sky Q boxes”. But Sky said it had no evidence to conclude the problem had extended beyond Sky Q boxes.
What Sky is doing about it
Commenting on the investigation, Sky said it “takes its duties as a responsible broadcaster very seriously and we deal with these issues in intense detail and institute changes, upgrade software or enhance processes to avoid any recurrence.”
Meanwhile, Sky says the improved customer messaging will clarity the detail and reasoning behind any PIN requests for customers. As part of the improvements, it’s rolled out full age-based ratings information across Sky Entertainment channels. Sky promises this will work in much the same way as ratings information on Sky Cinema channels.
by Iain Hatton