Skip to content
Sky

Help & Support

Error messages

  • Phone line not connected

    ph2001_hddigibox_other_osm_ensuretelline

    Don’t forget you’ll need to disconnect your Sky box from the mains before you connect it to, or disconnect it from, any other equipment.

    You need to make sure an operating telephone line is connected to see the full range of Sky interactive services. If you're having problems watching some Sky programmes or operating your SkyHD box (also known as the Sky HD Multiroom box if you were recently given a free* Sky HD box when you took a new Sky Multiroom subscription), there may be a problem with the connection between your box and the phone point. Make sure that the telephone line is connected to your box.

     

    If you have Sky Multiroom each box must be connected to the same fixed telephone line at all times. Each box can be connected to a separate telephone socket, as long as the sockets are all connected to the same landline number.

  •  

  • Microfilters and Splitters

    Although only small, Microfilters and Splitters have a big part to play in the correct set up of your Sky set top box and Broadband within your home.

    Microfilters and Splitters 
    Key things to remember:

    1. You must connect a Microfilter to every telephone socket you use (Fig. 1)
    2. The Microfilter must be the first thing connected to each telephone socket you use (Fig. 2)
    3. If you need to connect more than one device to a single socket you will need a Splitter. Each Splitter must be connected to a Microfilter and connected into the socket marked PHONE (Fig. 3)
    4. The telephone cable must be connected to the Telephone Line socket on the rear panel of each Sky set top box, this socket may be colour coded orange (Fig. 4). If you have a Sky+HD or SkyHD box, ensure your telephone cable is not connected into your Ethernet socket (colour coded green)
    5. You must connect each Sky set top box, and any other devices that need a phone socket (e.g. phones, alarm systems etc.), to the Microfilter socket marked PHONE
    6. You must connect your Broadband equipment to the socket marked MODEM
    7. If you are using an extension socket, check you only have a Microfilter connected at one end of the extension cable – not at both ends
       
  •  

  • Incorrect PIN

    PIN blocked message

    If you enter the PIN incorrectly three times in a row, you will receive an error message and your PIN will be temporarily blocked. You will not be able to access anything that needs a PIN for 10 minutes.

     

    If you can't remember your PIN, you can find instructions on how to retrieve it here.
     

  •  

  • Further schedule information not available

    schedule_not_availableThe Now, Next & Later banner displays programme information for up to 12 hours in advance. Your Sky Guide includes TV listings for up to 7 days in advance, so for additional scheduling information press the tv guide button on your Sky remote.

     

    If you still can't see the programme information during these times, you might be facing a temporary broadcast issue. Please have a read of our no satellite signal help article.

  •  

  • Upgrade your subscription

    skyhd-call-to-upgrade

    If you receive an on-screen error message saying you need to upgrade your subscription, your package does not include the channel you are trying to view. Follow these instructions to upgrade your subscription online.

     

    1. Have your payment details handy

    If there are one-off charges associated with your upgrade (such as installation costs), you'll need your credit or debit card handy to pay these. Any increases in your monthly subscription fee will appear on your next Sky bill and be debited automatically using your normal payment method.

     

    2. Sign into the upgrade page

    Sign into our customer upgrade page. You can choose to use your Sky iD (the username and password you use for My Sky services) or use the first time access box to sign in using your payment details or Sky viewing card number.

     

    3. Upgrade your subscription

    Choose the channel packs you wish to add, add Sky Broadband and/or Sky Talk and choose an installation date. We'll display a printable receipt and email confirmation of your order.

     

    Alternatively you can upgrade through Sky Active using your Sky remote control, for details on how to do this have read of our help article.

  •  

  • Channel Unavailable

    channel_unavailableIf you see the message "Channel Unavailable" when entering a channel number, either the channel number you entered is incorrect or the channel is unavailable. If it's an adult channel it may be blocked by parental control settings. Try entering the number again, or alternatively, press the tv guide button on your Sky remote control and select the channel you're looking for from the Sky Guide.

    You can unblock adult channels on your SkyHD box by following the instructions below.

    1. Press services on your Sky remote control and you will see the main menu with Options highlighted.
    2. Use the left/right arrows to highlight Parental and press select.
    3. Enter your 4 digit PIN number.
    4. Use the left/right arrows to highlight Adult Channels and press select.
    5. Use the left/right arrows to toggle setting to OFF, then press the green button to save.
    6. Press sky to return to normal viewing.
     
  •  

  • This viewing card is not authorised

    skyhd-card-not-authorised

    If you see the message "This viewing card is not authorised. Call your broadcaster for assistance" on your TV screen, you should check your viewing card is properly inserted.

    1. Press the standby button on your Sky remote control. Your SkyHD box will switch to standby, and the power light will turn red.
    2. Remove the viewing card from the Sky Viewing Card slot on your SkyHD box.
    3. Re-insert the viewing card, ensuring that the arrow faces into the slot and the gold chip is on the underside (the same side as the rubber feet on your SkyHD box).
    4. Switch your SkyHD box back on.
    5. Tune to channel 501 (Sky News HD) to check that your viewing has returned to normal.


    If this doesn't solve your problem you'll need to Contact us for further assistance.

     

    *First box free when taken with a new Sky Multiroom subscription. Multiroom subscription. Minimum term 12 months. Limited to one free box per household (and not available to customers who have already received a free standard box) otherwise £49.


  • Yes     No

    Please select a choice from above

      Submit

    To help us improve our service, please let us know whether you found the answer to your question, or successfully resolved your issue, using this article.

    Thank you for your feedback.

    Need more assistance?

    If you have any additional comments, require further assistance or a specific response to any particular issue you have encountered, please Contact Us . 

    Would you like further help?

    Or Contact Us

    UK
    Ireland