Error Messages on Sky

Subscribers

New Sky Card?

If you have received a new Sky card you will need to reactivate your account. Please log in using your existing username and password. You will be directed to your My Account page, from there please click on ‘Update / Change membership details’ button and choose the Sky package option. Please insert your new Sky card number (this is the nine digit number printed on the reverse of the new card) and click ‘Get Access Now’, this will reactivate your account and provide you with full access to the Television X website.

Call Your Broadcaster

This message is displayed when the signal to activate the channel has not reached or is not active on your card. If you have registered within the last couple of hours it may be that the signal has not yet reached your set top box. When Sky experience periods of high volume this signal can take a maximum of 24 hours to reach your box, the usual time for a signal request is less than 45 minutes. If you have been waiting in excess of 4 hours please call us on 0871 271 3505. If you haven’t viewed the channels for a period of time the signal may have been lost, in this case you need to call us on 0871 271 3505 to reactivate the signal

No Satellite Signal Being Received

This message is displayed when the signal for viewing the channel is not detected by your box. The most common way to resolve this is by performing a Digital Reboot Procedure, however if this fails to resolve the issue you may need to have your equipment checked by an engineer as the satellite dish may have moved out of alignment.

Digital Reboot Procedure

• Switch off your Sky Box at the mains and unplug from the wall
• Once unplugged, immediately put the plug back in
• Leave on standby for 30 seconds (HD Boxes need 2 min 30 secs and Sky + boxes need 1 min)
• Switch box back on

Wrong Card for Set Top Box

This message is displayed when the viewing card has not been paired with the Set Top Box, this may be because you have received a new card or have replaced a faulty box. To resolve this please call us on 0871 271 3505 and we’ll be happy to help.

Pay Per Night

As above but also including

You Cannot Purchase This Programme

This message is displayed when the signal to activate the channel has not reached or is not active on your card. If you have registered within the last couple of hours it may be that the signal has not yet reached your set top box. When Sky experience periods of high volume this signal can take a maximum of 24 hours to reach your box, the usual time for a signal request is less than 45 minutes. If you have been waiting in excess of 4 hours please call us on 0871 271 8484(RedHot). If you haven’t viewed the channels for a period of time the signal may have been lost, in this case you need to call us on 0871 271 8484(RedHot) to reactivate the signal.

Insufficient Credit

This message is displayed when you reach the credit limit for Pay Per Night purchases on your Sky viewing card. This may be due to a problem with the phone line connection which is required to purchase RedHot on a Pay Per Night basis.

To clear your credit limit and continue viewing please call us on 0871 271 8484 and we will be able to initiate call to retrieve your purchase information and allow you to continue viewing.

To ensure your telephone line connection is working properly, please follow the below procedure;

Press ‘Services’ on your Sky Remote

Select Option 4 System Setup

Select Option 7 System Test

If your connection is working correctly you will see the message ‘Telephone line busy’ or ‘Telephone line connected’. If any other message is displayed it indicates a fault with the telephone connection to your Sky set top box. You can contact Sky customer services on 08702 404040