ACCOUNT MANAGEMENT

MANAGE YOUR TV SUBSCRIPTION SERVICE

Activate TV Package

Find out how to activate your new Sky UK viewing card and select your favorite Sky TV viewing packages.

Change payment details

You can provide new or updated Visa or Mastercard credit card payment details via our website.

Change TV Package

The viewing package can be upgraded anytime (24h). To downgrade you need to give 30 days’ downgrade notice.

Troubleshooting

If you receive an error display message when using your Sky box, please refer to our troubleshooting guides.

 

Sky Box Guides

Here you can find all information and guides, for example the Sky Software Update that provides the newst software version to your box.

Order replacement box

Order a new Sky+ HD 500GB or a Sky+ 2TB replacement box for your existing Sky viewing card.

 

SUPPORT

SKY TROUBLESHOOTING

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typically a credit card debit rejection because of expired, lost or stolen credit card details held by Sky that are no longer valid.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 Backupto cancel.

SUPPORT

SKY BOX GUIDES

The Sky box does switch itself off during the night to save energy. That is normal.

This short manual explains how you switch it off:

  • Press the Services button on your Sky remote.
  • Press 5 for Sky+ Setup.
  • Press up twice to highlight Auto Standby.
  • Press left (or right) once to change ON to OFF.
  • Press down once to highlight Save new Settings and press Select.
  • Press the Sky button to return to whatever you were watching.

If you have downloaded or received the new Sky+ HD Guide and your Sky+ HD box is installed with a single satellite feed, please follow the steps below to ensure you can continue watching TV and receive complete programme listings.

Checking for single satellite feed

Look at the back of your Sky+HD box for two sockets called Dish Input 1 and Dish Input 2.

If you have a wire entering each socket, you have two satellite feeds, so please move on to the instructions for resetting the LNB below.

If you only have a single wire going into one of these sockets, then you will need to ensure Single Feed Mode is set to ‘ON’.

Switching the Single Feed Mode to ON

Follow the steps below to turn Single Feed Mode to ON:

  • Ensure that the satellite cable is connected to Dish Input 1 on the back of your Sky+ HD box, and that the Sky+HD box is not currently recording.
  • Press Services on your Sky+ HD remote control.
  • Highlight the Settings menu using the right arrow button.
  • Highlight the Picture tab by pressing the down arrow button once.
  • Press 01 and select.
  • The Setup tab will be highlighted within the Installer menu.
  • Press Select and use the down arrow to highlight Single Feed Mode within this menu.
  • Using the right arrow button, change this setting to ON.
  • Press the Green button when you’re done.The on screen message (OSM) “Single Feed Mode – Caution” will then be displayed.This will take a few minutes to complete. Pressing select will reboot your Sky+, and current recordings will be stopped. It will then mean you can only record one programme at a time, and Anytime will be unavailable. Press select to continue or backup to cancel.
  • Press Select to continue, and your Sky+HD box will be rebooted

The channels in the Sky line-up all come from the Astra satellites at 28.2 East and Eurobird at 28.5 East. Apart from those channels with numbers on the Electronic Programme Guide, or Skyguide, there are various test transmissions and other channels that you can access through manual tuning of your receiver.

To access the extra channels, you need to add them to the “Other Channels” section of the Sky box “Services” menu.

  • Bring up the Services menu and choose option 4 for System Setup then 4 again for Add Channels.
  • Type in the frequency as shown in the relevant table, together with the polarity letter. For Astra transponders 1 to 40 leave the Symbol rate and FEC at their default values, for other frequencies change them to the settings shown in the table.
  • Choose Find Channels and the list of channels being broadcast by that transponder appears.
  • Highlight the name and press the Yellow button for all the ones you wish to add to your list.
  • Pressing the Select button saves your choices; your selected channels will now be available under the “Other Channels” option in the Services menu.

In the Sky Box System Details screen you can identify your Sky Viewing Card number, box manufacturer or software version.

The Sky Box System Details are required for activation or pairing the Sky Viewing Card to new Sky replacement box.

Accessing Sky Box System Details:

  • Press Services
  • Go right to highlight Settings
  • Go down – highlight Picture
  • Go right until you highlight Details

All information on Details is required for activation.

The Sky remote of all sky boxes can be programmed for almost all TV’s so the volume button of the remote changes the volume of the TV. The Sky boxes DO NOT have an option to change their volume. The volume button on the remote only works if the remote is programmed for the TV connected.

Before proceeding further place the Sky Remote Control on a flat surface.

Reset Sky Remote Control to operate the Sky+ box
  • Place the Sky Remote Control on a flat surface such as the floor or a coffee table.
  • Press the TV button.
  • Press the Select button and the yellow button together until the light at the top of the Navigator flashes twice.
  • Press number 1.
  • Press Select and the red light will flash twice.
  • Press the Sky button to return to Sky mode.
Reset Sky Remote Control to operate the set top box
  • Point the Sky Remote Control away from the TV and press the TV button.
  • Press the Select button and the blue button together until the light at the top of the Sky Remote Control flashes twice.
  • Press Select button.
  • Press the Sky button and then point the Sky Remote Control back at the TV.
  • If this procedure fails to rectify the issue, follow the procedure below.

Click the link to download a PDF containing Sky Remote Codes.

Sky UK releaes an improved Sky remote control every couple of years. Each new version is compatible with a wider variety of TV sets. It doesn’t matter whether your remote is for a standard Sky box, a Sky+ box or a Sky+ HD box, but to find the code that matches your TV set, you need to find which Sky remote version you have

Check your Sky remote version:

  • Open the battery cover on the back of your Remote Control. The battery cover on some Sky+ remotes extends around the bottom.
  • Hold the top part of the remote control firmly in one hand and use the other hand to push the catch and pull the battery cover off the body of the remote control.
  • Look for a sticker on the battery cover or in the battery compartment, that includes the text ‘Sky rev’ or ‘Sky+ rev’ or ‘Sky HD rev followed by a number. This number indicates the version of your Sky remote.
  • If you’re unable to remove the battery cover or cannot find a sticker and received your remote control after 2002, please refer to the following list which lists the approximate release dates for each version:
    • Version 4: May 2001 (Sky+ introduced)
    • Version 6: March 2004
    • Version 8: January 2006 (includes all current Sky+HD remote controls)
    • Version 9: July 2011
    • Version 10: June 2014

 

Sky remotes older than Version 4 can’t be programed.

Sometimes a Sky box gets stuck in standy or or slow to respond, this instruction will guide you to resolve this issue.

If your Sky box is stuck on Stand-By please follow the instructions below:

  • Using the Sky remote control press the Stand-By (Power) button on your remote control to switch the set top box on to the red standby light.
  • 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 the set top box
  • Switch the TV onto standby and then switch off the power supply or remove the plug at the mains socket. Repeat this process for all other electrical appliances attached, for example, your Blu-Ray player.
  • Confirm there are NO lights remaining on the set top box or any connected equipment.
  • At the back of the set top box, individually check the dish input cable(s) are finger tight and any RF connections are seated correctly.For each scart lead connected, remove the scart fully from the socket and then reseat the scart lead securely back into the scart socket.
  • Repeat this procedure with the SCART/RF connections at the back of the TV.
  • Switch the set top box power supply back ON at the mains socket and ensure the red standby light has appeared. For a standard Sky digibox, wait for 30 seconds after the red light has appeared.
  • Reconnect all other electrical appliances that were disconnected.
  • Turn on your TV as you would normally do.
  • Press the Sky button on the remote control to return the set top box to full power, confirming there is a green light illuminated on the box.
Sky Software download

A software download (update) resets the software in your Sky box to the latest stable version – a bit like reinstalling a program or operating system on your computer to resolve a glitch. A signal is downloaded from the Sky satellite, not via your telephone line.

To start the software download follow these instructions:

  • Press Stand-By
  • If a cordless telephone is in use, and connected to same socket as box, unplug box plug only – not the phone.
  • Switch OFF power supply to set top box.
  • Ensure connected equipment (TV, DVD etc.) are switched to standby then switched off/disconnected at mains power supply.
  • Ensure no lights remain on box or any connected equipment.
  • To start download process, press and hold in Backup button on front panel of box.
  • While holding in Backup, restore power to box by switching on at mains socket, continue to hold backup.
  • Hold for up to 30 seconds until all lights on front panel of box display. When all lights appear, Backup button can be released.
  • If after 40 seconds, lights have not appeared, start process again. If second attempt fails, you’ll need to contact us for further assistance.
  • Switch ON, or reconnect, all electrical appliances that were disconnected at power supply and switch TV on as normal.
  • You may see and on-screen message stating: Updating System Software, do not disconnect from the mains supply or satellite dish. This process may take up to 10 minutes.
Front panel Sky full system reset

A Full System Reset reformats your hard disk to fully restore your recording, playback and viewing facilities. You should only use this as a last resort, as you will lose all your recordings, reminders and series links.

  • On your Sky remote, press services to see the Options menu.
  • Select Settings – the Picture menu is displayed.
  • Press 0 (zero), 1 then select to access the hidden engineer menu.
  • Select System Reset.
  • When you see the message “This option will delete all existing and planned recordings…” press select to continue.
  • You will see the “Housekeeping please wait” message for a couple of minutes.
  • If you’re still seeing the “Housekeeping please wait” message after two minutes, use the Power reset procedure again, then repeat this Full System Reset again.
  • As the Full System Reset begins, the lights on the front panel of your Sky box will light up.
  • Your Sky box will reboot itself and then display a continuous red (standby) light. Note, if your box has ‘Off mode’, this standby light will be amber.
  • Wait for four minutes to allow your Sky box to warm up.
  • Press Sky on your remote, and you should see the green light displayed.

At this point you should check to see if you can view and record Sky programmes normally again. If you cannot, please contact Sky customer services. If you see a messages on your screen which begins “TELEPHONE CONNECTION – To use the full range of interactive services…” there may be a problem with the telephone connection from box to phone point. To resolve this, please refer to our help guide.

With the digital-audio outputs you switching on Dolby Digital, Audio can connect your Sky box to a compatible home cinema system and listen to programmes broadcast in Dolby Digital audio. For this you need an optical cable (not supplied with your Sky box) and you have to change the default settings on your Sky box.

Switch on Dolby Digital on Sky+ HD boxes:

  • Press Services on your Sky remote control.
  • Highlight System Setup, then Sound Settings and Select.
  • Highlight Digital Audio Output and usesing the up/down arrows to change the setting to Dolby D.
  • Press the down arrow to highlight Save New Settings, then press Select.

Switch on Dolby Digital on Sky+ boxes:

  • Press Services on your Sky remote control.
  • Highlight System Setup, then Sound Settings and Select.
  • Highlight Optical output usesing the left/right arrows to change the setting to Dolby D.
  • Press the down arrow to highlight Save New Settings, and then press Select.

Please Note: Some older amplifiers may not support Dolby Digital audio.

If you’ve connected your Sky box to a home cinema system using either of the digital-audio outputs, you may find the audio and video are out of sync.

If this happens, you can easily change the sound settings to correct the sound.

Instructions for customers with a Sky+ HD box:
  • Press the Service button and then scrolling right, choose Select.
  • Highlight Digital Audio Output Delay and press Select.
  • In the Digital Audio Output Delay banner, use the left/right arrow to choose the setting you want. In this preview mode, you can hear the results as you adjust the level.
  • Press Select then press green to save the setting.
  • To change the delay setting without a preview, highlight Digital Audio Output Delay and use the left/right arrow to choose the right setting. Select Save New Settings when you’re done.
Instructions for customers with a Sky+ and standard digiboxes:
  • Press the Services button on your Sky remote and then scrolling down select System Setup.
  • Move down to select Sound Settings
  • Highlight the Optical Output option and then use the left/right arrow to choose the setting you want.
  • Scroll down to Save New Settings and press select to save.

Sky’s HD service uses two HD picture formats. The first, 1080i, brings the number of rows in the frame up to 1080 – that’s over 500 more than a standard PAL image. The other, 720p, shows 720 rows in each frame and refreshes the screen at twice the rate of 1080i. In rare cases, your TV may only be able to display one of these formats.

Check your TV’s settings if you find the picture isn’t as sharp as it should be. Otherwise you can change your HD picture settings to find the ideal resolution output.

When your Sky+ HD box is installed, the picture settings are set at the right level to suit your equipment, so please don’t adjust them unless you find it absolutely necessary.

If you do wish to change the resolution setting, please follow the instructions below:

Changing the resolution setting in the new Sky+ HD Guide

  • Press Service and highlight “Settings” using the right arrow button, then press Select.
  • Highlight HD Resolution Output and use the left/right arrow to choose from Automatic (this is the default and recommended setting), 576, 720p and 1080i.
  • Press the green button to save any changes you have made.
  • Follow the on-screen instructions to confirm these changes.

If your TV doesn’t display anything after you confirm the changes, the new setting is incompatible with the TV set. You don’t need to do anything – after ten seconds your set top box will automatically revert to the previous settings, and your blank screen will be replaced with normal viewing.

If your Sky box is not responding to any action you might need to reset all box settings.

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 your Sky+ HD box has an old software / EPG version you might need to update your system.

The Sky Software Update improves the operation of the box and brings new features like the new Sky EPG Guide to the Sky+ HD box.

Sky Software download

A software download (update) resets the software in your Sky box to the latest stable version – a bit like reinstalling a program or operating system on your computer to resolve a glitch. A signal is downloaded from the Sky satellite, not via your telephone line.

To start the software download follow these instructions:

  • Press Stand-By
  • If a cordless telephone is in use, and connected to same socket as box, unplug box plug only – not the phone.
  • Switch OFF power supply to set top box.
  • Ensure connected equipment (TV, DVD etc.) are switched to standby then switched off/disconnected at mains power supply.
  • Ensure no lights remain on box or any connected equipment.
  • To start download process, press and hold in Backup button on front panel of box.
  • While holding in Backup, restore power to box by switching on at mains socket, continue to hold backup.
  • Hold for up to 30 seconds until all lights on front panel of box display. When all lights appear, Backup button can be released.
  • If after 40 seconds, lights have not appeared, start process again. If second attempt fails, you’ll need to contact us for further assistance.
  • Switch ON, or reconnect, all electrical appliances that were disconnected at power supply and switch TV on as normal.
  • You may see and on-screen message stating: Updating System Software, do not disconnect from the mains supply or satellite dish. This process may take up to 10 minutes.

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