residents-number

FAQs

 

line

SKY

 

Q.  I have no satellite signal

A.  Reboot the Sky Box using the Sky remote:

  1. Press and hold standby.
  2. Wait for the remote command light (left of the standby light on the front panel) to begin flashing.
  3. Release standby.
  4. The remote command light will continue flashing for approximately 15 seconds and then the standby light will turn red.
  5. Confirm the light on front panel is red and leave for a few seconds.
  6. Press Sky. Standby light displays.
  7. After 1 – 4 minutes press Sky to turn the Sky box on. The green light displays.
  8. Wait for a few minutes for the Sky box to initialise. The last channel viewed or channel 998 displays.

 

Q. I have an SCR and have no signal?

A. You may need to re-set your SCR settings on your Sky+ HD box.

Please ensure that the SCR is on i.e. plugged into a mains power socket that is switched on.

  1. Using the Sky remote control press the SERVICES button
  2. In quick succession press 0 0 1 SELECT on the Sky remote
  3. Scroll DOWN once in order to high light LNB TYPE in orange
  4. Scroll RIGHT to change the band type to SCR band
  5. Scroll down to the channels and change Channel 1 to 9 and Channel 2 to 14
  6. Scroll down to the SAVE NEW SETTINGS option and press SELECT

It will take a moment for the Box to update and you will need to reboot it (switch it off at the mains for 5-10 minutes).

 

Q. I only have one satellite feed and have no signal on my Sky +HD box

A.  It may mean that your box is no longer on Single Feed Mode. To check this, follow these instructions:

  1. Check that your satellite cable is connected into dish input 1 on the back of your Sky box
  2. Using the Sky remote control, press the SERVICES button
  3. In quick succession press 0 0 1 SELECT on the Sky remote
  4. Scroll down 5 times to highlight Single Feed Mode in orange. If it is currently off, press the right arrow to change to on and the press green to save the settings. Your Sky box will then reboot itself.

 

Q.  The pictures on my TV are breaking up.

A.  This is called pixilating.  If it is raining/bad weather, please wait until it stops to see if your pictures return as normal.  If you are not experiencing bad weather, then try rebooting the Sky Box.  If this doesn’t work please call us on 01892 722 887 to arrange for an engineer’s attendance.

 

Q.  I have sound but no picture / I have picture but no sound.

A.  Check your scart lead.  This goes from the back of the Sky Box to the back of your TV.  Ensure that it is plugged in properly – if necessary remove it from both the back of your TV and Sky box and reconnect it.  Once you have checked this, if you are still experiencing problems try a new scart lead.

 

Q.  My HD pictures have disappeared.

A.  Check the HDMI lead.  This goes from the back of the HD box to the back of your TV.

 

Q.  My Sky +HD Box will not record properly.

A.  Ensure both satellite fly leads are screwed onto the dish input connections on the back of the box. If they are then you can try a Planner Rebuild, instructions as follows :

  1. Press the Services button on your Sky remote. (The Radio tile on the Services Homepage should now be highlighted.)
  2. Use the Right and Down arrow buttons on your Sky remote to highlight the “Help” tile.
  3. Now press the Select button on your Sky remote. (You should now be in the Help tab with the “Help & Support” tile highlighted.)
  4. Use the Left or Right arrows on your Sky remote to scroll across to the tile labelled “Sky+ Rebuild”.
  5. Press the Select button on your Sky remote to select the Sky+ Rebuild option. The following warning will be displayed on screen: “This will take a few minutes to complete. The rebuild will stop all recordings and reboot your Sky+HD”
  6. Press the Select button on your Sky remote. “HOUSEKEEPING, Please Wait…” will be displayed on your TV screen. Your Sky+HD box will then switch off and reboot. Wait 5 minutes before bringing your Sky+HD box out of standby.

If this doesn’t work you can also try a System Software Update, instructions as follows:

  1. Turn the TV and Sky box on and ensure you have Sky on the screen.
  2. Turn the power off at the socket for the Sky box only.
  3. Press and hold down the backup button on the front of the box.
  4. Turn the power to the Sky box back on whilst holding down the back up button.
  5. Keep your finger on the backup button until the lights on the front of the box flash. A message should come on the screen saying “System software update”
  6. This takes 10 minutes. The box will reboot itself. Then use as normal.

If neither of these works you can try a Full System Reset. However, this will erase any recordings you have stored on the box.

  1. Turn the TV and Sky box on and ensure you have Sky on the screen.
  2. Press the Services button on the Sky remote control.
  3. Press 0 0 1 Select on the Sky remote in quick succession to bring up Setup menu.
  4. Press the Right arrow button once to highlight SYSTEM RESET.
  5. Press Select then Press Select to confirm.
  6. You will see a warning that you are about to delete all existing and planned recordings.
  7. Press Select to continue and you should see the message “Housekeeping please wait” for up to 2 minutes.
  8. Your Sky box will carry out the procedure, reboot itself, then wait in standby mode. Wait a couple of minutes before turning the box on.

 

Q.  My box is stuck on standby.

A.  Try switching it off at the mains power first, if this doesn’t work then your box is faulty.  If we have supplied you with the box and it is in its first year’s warranty, please call us to arrange an appointment.  If the box is out of warranty then you will need to look at purchasing a new one, either from us or Sky.

 

Q.  My magic eye is not working.

A. Ensure the magic eye is plugged into the aerial socket on the back of your TV. Also check that the cable from the back of the Sky box to the magic eye is screwed onto the RF 2 output. If everything is connected properly, check the power for the RF output is switched on in the settings on the Sky box.

  1. Press the services button on the Sky remote
  2. Press 0 0 1 Select on the Sky remote in quick succession to bring up Setup menu
  3. Using the arrow buttons on the Sky remote move across to the RF option

Check that RF outlet power supply is on, if this says off, use the arrow keys on the Sky remote to change it to on. Then save the new settings. If none of the above work your magic eye may have gone faulty. You can either purchase one from us or from a local electrical store.

 

Q.  My box keeps turning itself off onto standby.

A.  Press the services button on your Sky remote options will be highlighted

Press the down arrow seven times to select Auto Standby option.

Change this so it says off.

If this does not work then your box may be faulty.  If you purchased it from us and it is within its first years warranty please call us to arrange for an engineer’s visit.  If is not in warranty then you will need to think about purchasing another box, either from us or Sky.

 

Q.  My Sky remote control will not control my Sky box

A.  Check the batteries first to see if they need changing.  New batteries must be fitted within 10 minutes.  If this is not the case, it may need retuning.  If you have your instruction manual handy please refer to the section on how to retune.  If you do not have this please call us for details.

 

Q.  The channels on my Sky box are scrolling by themselves

A.  Check if you have something resting on-top of your Sky box as the buttons on top of the box can easily be affected by other equipment sitting on top of them.

line

Freesat

 

Q.  I have no satellite signal

A.  Reboot the Freesat Box i.e. turn the mains power off to the Sky Box for 5-10 minutes then turn it back on again.

 

Q.  The pictures on my TV are breaking up.

A.  This is called pixilating.  If it is raining/bad weather, please wait until it stops to see if your pictures return as normal.  If you are not experiencing bad weather, then try rebooting the Freesat box.  If this doesn’t work please call us on 01892 722887 to arrange for an engineer’s attendance.

 

Q.  I have sound but no picture / I have picture but no sound.

A.  Check your scart lead.  This goes from the back of the Freesat Box to the back of your TV.  Ensure that it is plugged in properly – if necessary remove it from both the back of your TV and Freesat box and reconnect it.  Once you have checked this, if you are still experiencing problems try a new scart lead.

 

Q.  My HD pictures have disappeared.

A.  Check the HDMI lead.  This goes from the back of the HD box to the back of your TV. Ensure that it is plugged in properly – if necessary remove it from both the back of your TV and Freesat box and reconnect it.  Once you have checked this, if you are still experiencing problems try a new HDMI lead.

line

Freeview

 

Q. I have a message on screen saying channel not found / no television signal.

A. First check that the aerial connection is still connected to the back of your television or Freeview box. If the connections are plugged in correctly, carry out a retune. Check the manual for your television or Freeview box to see how to retune your equipment. If this doesn’t work please call us on 01892 722887 to arrange for an engineer’s attendance.

 

Q. I have a message on screen saying listings not available.

A. First try to reboot your Freeview box, or your television if it has inbuilt Freeview. If this doesn’t work carryout an auto tune. If this doesn’t work please call us on 01892 722887 to arrange for an engineer’s attendance.

 

Q. I cannot get my television pictures up on screen.

A. This could mean that your television is on the wrong source to be able to receive a digital signal. If you have Freeview built into your television you will need to ensure the television is on DTV to be able to watch Freeview programming. If you have a Freeview box connected via a scart lead, your television will need to be on either scart of AV1. To check how to change the source on your television, refer to your television manual.