Support

This screen advises you that you your card or subscription is not enabled for this particular channel. This may be simply because you have not subscribed to this channel or because of a payment issue on your subscription where Sky have removed or suspended the channel from your viewing. If you were once able to receive the channel, but are no longer, then this is usually a payment problem, typically a credit card debit rejection because of expired, lost or stolen credit card details held by Sky that are no longer valid.

Please check your credit card statments to see if your last month payment was successful to Sky Digital.
Please contact us and we will resolve the issue.

If you have lost or your credit card has been you can transmitt your new credit card details via our website.

If you keep seeing the message “This is the wrong card for this set top box” on your television screen, follow the guide below to resolve the problem.

Possible Causes
Was the box disconnected from the mains for a longer periode, like holiday? This might cause the Sky satellite signal being disconnected from your box. New signals need to be send.
Did you recently changed boxes? The viewing card needs to be paired/activated on each box separately to enable Sky premium programs. Please use our activation form to pair your VC to your box. System Details requried.
Sky Box System Details
If you’re using the new Sky+ HD Guide:

Press the Services button on your Sky remote control.
Select System Details.
Quote the full Box System Details in an email to us. Please confirm that your box is switched on and the viewing card inserted.
If you are using a digibox, Sky+ box or still have the older Sky Guide, use the following steps:

Press the Services button on your Sky remote control.
Highlight System Setup using the up/down arrows, then press Select.
Quote the full Box System Details in an email to us. Please confirm that your box is switched on and the viewing card inserted.
Please activate your viewing card using the Account Activator

NOTE: It can take up to 24 hours for the signals to reach your box. The box must be switched on and the viewing card inserted for this periode.

If you are receiving this error message, trying checking the viewing card is inserted correctly by following the procedure below. If this viewing card is new it needs to be activated. – see “How to activate my Viewing Card”

Ensure that your viewing card is inserted correctly:

• Switch your box onto standby.
• Remove the viewing card from your box.
• Re-insert the viewing card into the slot marked Sky Viewing Card.
• Switch your box back on.
• Turn to channel 106.
• If your viewing card is not inserted correctly, the message “Please insert your card” will appear.
• In this case, gently tap the front of the card to ensure that it is correctly inserted.

Is your Sky Viewing Card new or was it replaced? If you see this message after inserting your new Sky viewing card into your box, your account might be not active yet. All viewing cards need to be activated on each box separately to enable Sky premium programming. Please use our Online Activation form to activate your viewing card on your box. To activate a VC the System Details are requried.

Activation your Sky card
Please activate your new Sky viewing card using the Account Activator.

NOTE: It can take up to 24 hours for the signals to reach your box. The box must be switched on and the viewing card inserted for this periode.

Are you seeing an on screen message saying “Part-failed recording – unknown technical fault”? Rebuilding your planner is an easy process (taking just a few minutes) which may prevent future recording problems. A planner rebuild can be performed using your Sky remote.

Before you begin, please delete the affected recording(s).

Please note that this procedure will stop any recordings currently in progress – if you’re currently recording a programme, you may wish to wait until it’s finished before continuing.

Check for lost disc space

First, confirm that there is lost disc space. The following quick procedure will show you whether your Sky box’s disc has lost space. Lost space can be recovered using a planner rebuild.

Press tv guide followed by the green button on your Sky remote control to access the Personal Planner.

• Highlight the last programme using the up/down arrows.
• If the yellow event size indicator at the top of the screen shows a gap before the right hand side of the dark blue bar there is lost space, so continue with the procedure.

Planner rebuild procedure for Sky+ HD box

This process will stop all recordings in process and reboot the box. If there is a recording underway, consider waiting until it is completed. Rebuilding the planner will not delete any existing recordings.

• Press Services on your Sky remote control and you will see the main menu with Options highlighted.
• Highlight the Settings menu using the right arrow button and press select.
• Press 0 (zero), 1 then select to access the Installer Setupmenu (this menu is not listed on the Settings menu options).
• Use the left/right arrows to highlight Rebuild (this will change to Sky+ Rebuild when reached) and press select.
• The on-screen message “This will take a few minutes to complete. The rebuild will stop all recordings and reboot your Sky+” will appear. Press select to continue.
• The on-screen message “Housekeeping please wait” will appear and take up to two minutes to clear. If your Sky+HD box continues to display this message for longer than two minutes please carry out a power reset (below) with the viewing card removed.
• Once complete your Sky+HD box will switch itself off and then back on automatically displaying the red standby light.
• Ensure the red standby light on the box has re-appeared, then wait for 3 minutes.
• Press sky your remote control and the light on your Sky+HD box will turn green.

Your Sky box will now perform the planner rebuild. Your Sky box will shut down and restart once the planner rebuild is finished. You can now resume watching and recording Sky TV.

Planner rebuild procedure for Sky+

• Press Services on your Sky remote control, then select System Setup.
• Press (number) 0, then 1, then Select to access the Installer Menu.
• Highlight Sky+ Planner Rebuild and press Select.

Your Sky box will now perform the planner rebuild. Your Sky box will shut down and restart once the planner rebuild is finished. You can now resume watching and recording Sky TV.

Before starting any procedure, check the weather as severe weather conditions can affect your satellite signal.

Possible Causes

• A signal isn’t getting from your dish to your receiver.
• This may be a cabling problem.Your dish isn’t picking up a signal.
• Your receiver is getting a signal but it isn’t processing the signal correctly.
• A heavy storm has temporarily interfered with the signal.

Solutions

• Reset your receiver by turning it off and unplugging it. Wait 30 seconds, then plug it back in and turn it on.
• If you can easily see your satellite dish, check to make sure that there’s nothing blocking the line of sight from the dish to the sky.
• Check all the connections on the back of your receiver, starting with the satellite connection, and make sure they’re secure.

If you get this message on some channels but not on others, the reasons may be:

• Faulty Sky+ HD box (tuner – often repairable)
• Faulty LNB
• If the message occurs on BBC, ITV, Hallmark, E4 or Disney channels, then your dish is not large enough for the area you live in (these channels have a weaker signal in much of Europe and require a larger dish than most other Sky channels.

Satellite signal check

You can check the strength of your signal using your Sky remote control:

• Press services on your Sky remote control and you will see the main menu with Options highlighted.
• Highlight the Settings menu using the right arrow button and press select.
• Use the left/right arrows to scroll to Signal and press select.
• The grey bars displayed will show you the strength of the signal to your Sky+HD box.

If there are no bars displayed this would indicate there is a physical issue, for example, a cable has fallen out of the back of the box, or a dish related fault. If the bars on both strength and quality are shown, this would suggest that there is a broadcast issue.

Please be aware, not all FREE channels are available in all regions! Some FREE channels like BBC, Channel4, Channel 5, ITV etc. are now ONLY available in the UK or might require a much bigger satellite dish.

To access BBC iPlayer, ITV player, Channel 5 Player and 4 On Demand, FREE-TO-AIR UK Catch Up TV channels you will need our VPN OnDemand Router.

If you’re having difficulties viewing programmes or a message has appeared on your television screen “Problem with the Viewing Card” try the following procedures in turn to resolve the problem.

Ensure that your viewing card is inserted correctly:

1. Switch your box to standby.
2. Remove the viewing card from your box.
3. Re-insert the viewing card making sure the arrow is facing into the slot and the gold chip is facing downwards.
4. Switch your box back on.
5. Turn to channel 106.

If your viewing card is not inserted correctly, the message “Please insert your card” will appear.

In this case, gently tap the front of the card to ensure that it is correctly inserted.

If this procedure did not resolve the issue – please contact our support team.

If you see the message “There is a technical fault with this channel” on your television screen, follow the steps below to resolve the problem.

Broadcast Issue Check

• Using your remote control, turn to the channel you usually watch Sky on.
• On your remote control, press select.
• Make a note of which channels are not showing right.
• Press sky on your remote control.
• Press 1, 0 then 6 for Sky1.

If you can watch Sky1 without it flickering, return to the channel on which you noticed the problem to see if it has been resolved.

Try a few channels at random to see whether the problem appears elsewhere.

If this problem appears again, there is indeed a technical fault with this channel.

If you see the message above, your TV set does not support HDCP, or “High-bandwidth Digital Content Protection.” If this is preventing you from viewing Sky on your Sky+HD box, you must disconnect your HDMI (High-Definition Multimedia Interface) input/output connection according to the steps below. Please note that following this process will stop any recordings currently in progress, so if you are currently recording a programme you may wish to wait until it has finished before proceeding.

HDCP Reset Procedure

This procedure will make sure your TV set is HD ready, with the correct HDMI* or DVI** connections and HDCP software, follow this HDCP Reset Procedure:

Switch your Sky box to standby:

This process will stop all the recordings currently in progress and reboot your Sky box. If a recording is underway, you may wish to consider doing this after the recording has completed. Wait for 30 seconds to allow the hard disk to stop spinning.

• Switch off the power supply or remove the plug at the mains socket and ensure that there are no lights illuminated on the front panel of your Sky box.
• Switch your TV set to standby, then switch off the power supply at the mains and unplug it and ensure that there are no lights illuminated on the front of your TV set.
• Wait for 60 seconds, then turn the power to your TV set back on and switch to the HDMI/DVI channel using your TV remote control.
• Switch your Sky box power supply back on at the mains. When the red light comes on, wait 2 minutes and 30 seconds.
• Press tv then sky on your Sky remote control.

If you see a message on your TV screen saying “To use the full range of interactive services please ensure that an operating telephone line is connected, press backup to return”, just press BACKUP

If you see a message on your TV screen saying “No Satellite Signal”:

• Press tv guide on your Sky remote control.
• Press select with All Channels highlighted.
• After a few seconds the listings should appear as normal.
• Press sky to return to normal viewing when the “No Satellite Signal” message has cleared.

You may see a message on your TV screen saying “Searching for Listings”, then Channel 998 should appear.

Tune to channel 105. If you see a message on your TV screen saying “Insert your Sky viewing card”:
Remove and re-insert the viewing card into the slot marked Sky viewing card. Make sure that the arrow on the viewing card is facing into the machine and the gold chip is facing downwards.

Tune to an HD channel to check whether this procedure has resolved the issue.

If you continue to have problems, please get in touch with us.

HDCP compatibility issues

There are HDCP compatibility issues with a small number of older models of Hitachi LCD and plasma televisions when used in conjunction with a Sky+HD box.
Sky and Hitachi have been working together with the aim of identifying the cause of the issue. If you have a Sky+ HD box and a confirmed HDCP compatibility issue, please contact Hitachi Europe Limited’s Consumer Helpdesk.

*HDMI • High Definition Multimedia Interface: Sometimes referred to as the digital SCART, HDMI is a digital video standard using both a specific lead and socket that can transmit both uncompressed HD digital audio and video signals. Screens require a HDMI connector with HDCP, high bandwidth digital content protection, (or the slightly lower specified DVI) to receive Sky’s HD transmissions.

**DVI/ Digital Visual Interface: A video-only connector found on some DVD and flat screen TVs. Users can connect DVI TVs to their initial Sky+ HD box via an adaptor. For this to work, the connector must support HDCP.

If you are receiving this error message, trying checking the viewing card is inserted correctly by following the procedure below.

Check that your viewing card is properly inserted:

• Switch your Sky+HD box onto standby.
• Remove the viewing card from your Sky+HD box.
• Re-insert the viewing card into the slot marked Sky Viewing Card.
• Switch your Sky+HD box back on.
• Turn to channel 106.
• If your viewing card is not inserted correctly, the message “Please insert your card” will appear.
• In this case, gently tap the front of the card to ensure that it is correctly inserted.

Planner rebuild procedure for Sky+ HD box

This process will stop all recordings in process and reboot the box. If there is a recording underway, consider waiting until it is completed. Rebuilding the planner will not delete any existing recordings.

• Press services on your Sky remote control and you will see the main menu with Options highlighted.
• Highlight the Settings menu using the right arrow button and press select.
• Press 0 (zero), 1 then select to access the Installer Setupmenu (this menu is
  not listed on the Settings menu options).
• Use the left/right arrows to highlight Rebuild (this will change to Sky+ Rebuild when reached) and press select.
• The on-screen message “This will take a few minutes to complete. The rebuild will stop all recordings and reboot your Sky+” will appear. Press select to continue.
• The on-screen message “Housekeeping please wait” will appear and take up to two minutes to clear. If your Sky+HD box continues to display this message for longer than two minutes please carry out a power reset (below) with the viewing card removed.
• Once complete your Sky+HD box will switch itself off and then back on automatically displaying the red standby light.
• Ensure the red standby light on the box has re-appeared, then wait for 3 minutes.
• Press sky your remote control and the light on your Sky+HD box will turn green.

Astra Channel Scan

If you are still seeing the on-screen message after re-inserting your card, try performing an Astra channel scan:

• Press services, highlight Settings and press select.
• Press 0 (zero), 1 then select.
• Highlight Install and press select – an information box will be displayed.
• Press select twice
• The message “Channel Scan. Now Scanning, please wait.” will appear, followed by “Channel Line up complete.”
• Press sky on your Sky remote control to confirm that normal viewing has been restored.

If you keep seeing the message “No further scheduling information available” on your TV screen, follow the steps below to resolve the problem.

Check the on-screen banner information.

Although the Now, Next and Later banner only holds programme information for up to 12 hours in advance, you can receive more listings by pressing the TV Guide button on your Sky+ HD TV remote control. The TV Guide gives you listings for up to 7 days in advance.

If the “No Satellite Signal” message appears:

• Press TV Guide on your Sky remote control.
• With All Channels highlighted, press select.
• After a few seconds the listings should appear as normal.
• When the “No Satellite Signal” message has cleared, press sky.

The message “Searching for listings” may be displayed, then you will see Sky Channel 998. Tune to channel 105.

If you see the message “Insert your Sky viewing card”, remove and re-insert your viewing card into the slot marked Sky viewing card.

Make sure that: The arrow on the viewing card is facing in to the slot. The gold chip on the viewing card is facing downwards.

If you keep seeing the message “System Fault” on your TV screen, follow the steps below to resolve the problem.

Planner rebuild procedure for Sky+ HD box

This process will stop all recordings in process and reboot the box. If there is a recording underway, consider waiting until it is completed. Rebuilding the planner will not delete any existing recordings.

• Press services on your Sky remote control and you will see the main menu with Options highlighted.
• Highlight the Settings menu using the right arrow button and press select.
• Press 0 (zero), 1 then select to access the Installer Setupmenu (this menu is
  not listed on the Settings menu options).
• Use the left/right arrows to highlight Rebuild (this will change to Sky+ Rebuild when reached) and press select.
• The on-screen message “This will take a few minutes to complete. The rebuild will stop all recordings and reboot your Sky+” will appear. Press select to continue.
• The on-screen message “Housekeeping please wait” will appear and take up to two minutes to clear. If your Sky+HD box continues to display this message for longer than two minutes please carry out a power reset (below) with the viewing card removed.
• Once complete your Sky+HD box will switch itself off and then back on automatically displaying the red standby light.
• Ensure the red standby light on the box has re-appeared, then wait for 3 minutes.
• Press sky your remote control and the light on your Sky+HD box will turn green.

Full System Reset Procedure

You should only use this procedure as a last resort, as it will delete all your recorded programmes and recording requests. If you have already used a Full System Reset to clear a similar problem in the last month we advise you to contact Sky Europe Support to resolve the issue.

If you are using the latest Sky+ HD Guide:

• Switch off at the mains
• Holdin Left and Right navigation buttons, switch power on and hold for about 30 seconds until Green play light comes on
• Press Select
• The play-light will then rotate clockwise while the resetting procedure takes place. This may take up to 3 minutes (this timing could vary if there are no programmes stored in the hard drive).
• It then reverts to “Standby”
• Leave the machine for 2 minutes while hard drive reformats.

If you are using a Sky digibox, Sky+ box or still have the older Sky Guide:

• Press Services on your Sky remote control.
• Select option 4 – System Setup.
• Press 0 (zero), then 1, then Select to access the Installer Setup Menu.
• Select option 8 – Full System Reset.
• You will see a warning that you are about to delete all existing and planned recordings.
• Press Select to continue and you should see the message “Housekeeping please wait” for up to 2 minutes.
• Your Sky box will carry out the procedure, reboot itself, then wait in standby mode.
• Wait for 2 minutes and 30 seconds after the red light comes back on, then try to record a programme, to see if the problem has been resolved.

If you see the on-screen message “Programme Clash” this could be because a third programme was set to record at the same time as two others, or a programme’s time changed after you set it to record, making it clash with other recordings. Bear in mind that for series-linked programmes, the next episode is sometimes added to the Planner only when the previous episode starts recording.

Removing a Sky programme clash

If you see the “Programme Clash” message as you try to record more than two programmes at the same time, your Sky+ HDTV box will automatically highlight the recordings it suggests you cancel to make way for the new recording.

• To cancel the previous recording and replace it with the one you’ve just requested, press Select
• To cancel the recording you just requested and keep the previous one, press Backup

Manually schedule a recording

The advanced recording clash options give you full control over which recordings you cancel. Pressing back up will take you back to the simple recording clash screen.

To manually cancel a recording:

• Press the Red button on your Sky+ HD TV remote control to display the advanced options.
• Highlight the recording you wish to cancel using the up/down arrows.
• Press the Yellow button to cancel a recording. Repeat the first two steps for each recording you wish to cancel.
• Press Select to confirm the changes made or press Backup to cancel.