FAQ's

Have questions about Sky TV? See below for common queries.

 

What is Sky?

More than 17.5 million viewers in over seven million households enjoy an unprecedented choice of movies, news, entertainment and sports channels and interactive services from Sky, the UK’s first and most popular digital television platform. Sky offers the largest choice of channels and High Definition channels in Europe. Sky is transmitted via satellite rather than cable. The advantage of this is that the area you as a customer are able to view Sky television is vast. The area covered by the satellite is known as the footprint and this covers all of Europe and stretches as far as North Africa and The Canaries in the South, Scandinavia and Iceland in the North and Western Russia in the East. This allows viewing for people wanting to watch Sky outside of the UK.

What is Sky’s TV satellite System?

Sky’s digital satellite system is the equipment that allows customers to receive Sky TV programming. Every Sky box gives you access to a custom on-screen programme guide (EPG), and more than 100 quality entertainment, sport, movie, documentary, music, kids and news channels, as well as 160 non subscription TV and radio channels on digital satellite. You don’t have to have a card to use the box as without any viewing card at all the box will still open up many free view channels

How much does Sky Cost and what packages are available?

It’s more affordable than you might think. The basic Entertainment Pack (without premium channels), can be taken with 1 – 6 mixes and ranges from £19.00 to £24.00 a month. The top package, Sky World (which includes all Sky Sports & Sky Movie channels and the entertainment pack), is £51.00 a month. If you have the HD channels added to your package Sky will charge an additional £10. Of course, you can select the package that suits you and change the package on a monthly basis to suit your viewing needs

Is 3D TV available to me?

Sky released their first 3D channel in Spring 2010. To view this channel you would need a 3D ready television and a sky HD box.

Can I install the satellite system myself of should I hire a engineer?

We don’t advise self installation. We recommend that you contact your local satellite technician. Engineers can usually be located in local newspapers or web forums

How long is Sky’s minimum contract?

In accordance with sky’s terms and conditions it is a 12 month contract and you must give 30days notice to terminate the contract.

Is it safe to leave my digibox on standby?

Your Sky box has been designed to ensure it is safe to be left on standby at all times. It is useful to leave your Sky box plugged in as from time to time updated software is sent to your Sky box from the satellite, providing you with Sky’s latest services or functions. These updates are not possible if your box is unplugged.

What’s the difference between a sky box and a sky + HD box?

Sky+ provides additional recording functionality on top of the standard Sky box features. Instead of recording using a video you can record the full digital quality onto Sky+ and view at your leisure. It also has the Anytime feature. The anytime feature is a pre-recorded selection of the highlighted weeks programs, which are available to view ‘Anytime’. The HD boxes also have the recording and any time feature. Live pause is also available on the recordable boxes (sky+ and HD). This is where you can pause Live television

I have an error message

We want your sky viewing to be as enjoyable and problem free as possible. But there may be occasions when we would need to look into a message that is being received on screen. There are many different signals that we can send and therefore it is imperative that we know the exact message that is being displayed on screen (asking us to “reactivate viewing” or “viewing is not on” would only delay viewing being restored. Here is an explanation of some of the onscreen messages and what would need to be done to reactivate viewing.

No satellite signal is being received

The are many reasons why this message may be appearing . As the message on-screen says there is no satellite signal being received by the sky digibox. A Software Download or a Full System reset may rectify the problem.

Software download –

  1. Switch the box off and unplug it from the wall.
  2. Press the back up button on the box and keep it pressed whilst you re-connect the power to the digibox.
  3. Keep your finger pressed on the back up button until a message appears on screen “Software download now in process please do not disconnect the power for 15 minutes”
  4. After this has been done please switch the box off and on again.

System Reboot –

  1. Switch the box off and unplug it from the wall.
  2. Wait around 20 seconds and then reconnect the power and switch the box back on.

The channels may break up intermittently and then show the message only at certain times or in certain conditions. Common reasons for this include adverse weather / change in atmospherics, blocking of the satellite dish for example a tree growing in the line of sight of the dish, the dish slipping out of alignment o a connection has come loose. There are many other reasons why this message may appear

Because the message indicates that there is no signal being received by the box there is no signal we can send that will remove this message.

In cases where the software download and a system reset has been done and have proved unsuccessful then a satellite installer will need to visit the property to determine why the message is appearing.

If you are receiving this message and a HD box is installed with just one rather than two LNB connections, you will need to switch to single feed mode.

Single feed mode –

  1. Using a Sky+HD box with a single cable feed from the satellite dish
  2. Make sure that the satellite cable is connected to “Dish Input 1” on the back of your Sky+HD box.
  3. Press services on your Sky remote control. “Options” in the Top Menu will be highlighted in orange.
  4. Press the right arrow once to highlight “Settings” in the Top Menu.
  5. Now press the down arrow once to highlight the “Picture” tab in the Middle Menu.
  6. Press 0, 1, select on your Sky remote in quick succession. The “Setup” tab will then be highlighted within a hidden menu.
  7. Press the down arrow five times to highlight “Single Feed Mode” at the bottom of the list.
  8. Press the right arrow once to turn “Single Feed Mode” from “OFF” to “ON.” Then press the green button to “Save Settings.”
  9. The “Single Feed Mode – Caution” message will be displayed. Your Sky+HD box is now ready to be rebooted – to do this, press select. Please allow a few minutes for your Sky+HD box to reboot.

I have a blue screen with search and scan banner?

From the channel displaying the Blue screen and banner, select channel 501 (Sky News) using your Sky remote control.

If there is no change, follow the instructions below to perform a Connection Check:

  1. Switch your digibox on to standby using your remote control or the button on the front panel of the digibox.
  2. The red light will be displayed on the front panel of your digibox.
  3. Isolate the power to your digibox by unplugging or switching off at the wall socket and ensure there are no lights on the front of the box.
  4. Ensure all the digibox and TV connections are seated securely. Pay particular attention to the 21 pin SCART lead, the dish input connection and the traditional RF type connection.
  5. Restore power to your digibox and leave it in standby mode for 30 seconds. (The red light will show on the front panel of your digibox). This time is required to allow the digibox to initialise.
  6. Ensure that your TV is switched on, and on the correct channel. Take the digibox out of standby mode by pressing the Sky button on the remote control or the standby button on the front panel of the digibox.
  7. The red light will turn to green on the front panel and the message “searching for listings” will appear on screen.

When completed successfully the Sky Welcome channel on Channel 998 will be displayed.

*Please note, if the Sky Welcome Channel is not displayed, please repeat procedure from step one.

If you are still experiencing problems after completing a Connection Check then please send us an email so we can provide further technical assistance.

I have a frozen picture and / or blocking of my picture, or a message saying no satellite signal received

Extreme weather could be causing this problem. If it is raining hard, snowing heavily or if snow is settling on the dish, or if you are experiencing strong or gale force winds this could cause a reduction in signal quality. Once the extreme weather has subsided your viewing should return to normal.If there is no change, follow the instructions under the section “I have a blue screen ” to perform a Connection Check: If the connection check is unsuccessful there may be a problem with the alignment of the dish and you may need to contact your local engineer

My box is stuck in stand-by

The digibox can be described as “stuck in stand-by” when only the red light is illuminated on the front panel of the box and you are unable to switch it on (green light illuminated) by use of the Sky button on your Sky remote control or the front panel stand-by button.If this is the case, follow the instructions under the section “I have a blue screen” to perform a Connection Check: If this is unsuccessful please contact us for further assistance

It says Channel unavailable

Occasionally, groups of channels may not be able to be viewed due to a problem with one of our transponders. However, if your viewing issue is only with one channel, please follow the instructions below. Select the channel on your TV that Sky is normally viewed on. Using the Sky remote control, press Sky and then press 501 for the Sky News channel. If this channel can be viewed with no problems, then return to the channel which was previously affected. If the problem is no longer apparent, check that the issue has been resolved by selecting some other channels. This may happen from time to time but if it occurs again please try this process before calling back. If you are still experiencing problems after completing this procedure then please call us on the number below so we can provide further technical assistance.

Searching for listings

This message usually appears when the box is first switched on and the message usually goes within a couple of minutes as the box picks up the signal. If there are problems with the signal this message may stay on for longer and is usually replaced after a while by the no satellite signal is being received message.

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