I cannot view a channel

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:

1. Select the channel that Sky is normally viewed on.
2. Using the Sky remote control, press select to display the Search and Scan banner. Note which channels are affected.
3. Press the Sky button followed by 5, 0 then 1 for Sky News.
4. If this channel can be viewed with no problems, then return to the channel which was previously affected.
5. If the problem is no longer apparent then check that the issue has indeed been resolved by selecting some other channels.
6. 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 these instructions then please call us on the number below so we can provide further technical assistance.

Sky Business Customer Care: 08442 411 111 (UK) 0818 719 888 (ROI)

I have a frozen image and/or freezing or blocking of my picture

Extreme weather could be causing this.

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.

This may be resolved by carrying out a Connection Check on your digibox.

If this still doesn't work then please call us on the number below so we can provide further technical assistance.

Sky Business Customer Care: 08442 411 111 (UK) 0818 719 888 (ROI)

My Sky Box is stuck on stand-by

The digibox can be described as "stuck on 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, this may be resolved by carrying out a Connection Check on your digibox.

I have a message saying "no Satellite Signal"

Extreme weather could be causing this.

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 loss of signal.

Once the extreme weather has subsided your viewing should return to normal.

If this is not the case, you need to carry out a LNB Reset.

If you still have no signal, please try carrying out a Connection Check on your digibox.

If the "No Satellite Signal" message is still being displayed the satellite dish outside your home may be obstructed or misaligned.

If you are still experiencing problems after completing a Connection Check and during normal weather conditions then please call us on the number below so we can provide further technical assistance.

Sky Business Customer Care: 08442 411 111 (UK) 0818 719 888 (ROI)

I have a blue screen with search & scan banner

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

If a picture is displayed, go back to the original channel that was showing the blue screen and banner. Has it cleared?

If there is still no change try performing a Connection Check.

I have a message saying "viewing card error"

This may be resolved by carrying out a Connection Check on your digibox.

Connection Check Procedure

1. Switch the Set top box on to standby.

• If it is not possible to switch off onto standby, continue with the rest of the process.
• If a cordless telephone is in use and is connected to the same socket as the Set top box, advise to unplug the Set top box plug only. This process will stop all the recordings currently in progress and reboot the box.
• If there is a recording underway they may wish to consider doing this after the recording has completed.
• If this is for an IDTV there is no need to unplug.
• Switch the power off using the Power button on the front of the TV then switch it straight back on again.
• If this is a Sky+ box, Sky+HD box or a Sky HD box, wait for 30 seconds.

2. Switch off the power supply or remove the plug at the mains socket.

3. Ensure that there are no lights illuminated on the front panel of the Set top box.

4. Switch the power supply back on at the mains and wait 30 seconds after the red light has appeared.

• If this is a Sky+ box or SkyHD box, wait for up to 60 seconds after the red light has appeared.
• If this a Sky+HD box wait for 2 minutes and 30 seconds after the red light has appeared.

5. Using the Sky remote control, press the tv button followed by sky.

6. The on screen message "To use the full range of interactive services please ensure that an operating telephone line is connected, press backup to return" may appear.

• If the message appears advise the following: There may be a problem with the telephone connection from the Set top box to the phone point, we will try and resolve this once we have completed this procedure.

7. The on screen message "No Satellite Signal" may appear.

If this message appears follow the process below:

• Press the tv guide button, then press select with All Channels highlighted.
• After a few seconds the listings should appear as normal.
• Press the sky button to confirm the on screen message "No Satellite Signal" has cleared.

8. The message "Searching for listings" may be displayed before Channel 998 appears. Tune to channel 105. If the on screen message "Insert your Sky viewing card" appears, remove and re-insert the viewing card into the slot marked Sky viewing card.

• Ensure that the arrow on the viewing card is facing in to the slot
• Ensure that the gold chip on the viewing card is facing down

If you are still experiencing problems after completing a Connection Check and during normal weather conditions then please call us on the number below so we can provide further technical assistance.