A Sky FAQ

Below are some frequently asked questions (and some not so frequently), mainly for Sky+HD users, that hopefully you will find helpful for resolving your Sky+HD problems, click/tap on the question to find the answer.
Questions
01.   How do you reboot your set top box?
02.   How do you perform a Planner Rebuild?
03.   How do you access the hidden installers menu?
04.   How do you perform a software update?
05.   When will the DR Stream be updated?
06.   How long does a software roll-out take?
07.   Can we have details of the next software update?
08.   How do you find the software version of your set top box?
09.   Does Sky use premium rate phone numbers?
10.   How long does it take to activate channels after an upgrade request?
11.   How do you check signal strength/quality?
12.   How do you reset the boxes network connection?
13.   Can a planner rebuild, reboot, etc.. delete my recordings?
14.   What is Diskless mode?
15.   How do you perform a Full System Reset (FSR)?
16.   How do you access the Services menu without a Sky remote control?
Answers Start Here
Q
01. How do you reboot your set top box?
A
Use the following procedure:
1 Put your Sky+HD box into standby  and wait a few minutes to let the hard disk settle
or
hold the power button  down until the power LED starts blinking red, release the power button  then wait for the LED to stop blinking (Older boxes do not have this feature)
2 Pull out the mains plug for at least 5 minutes
3 Plug the Sky+HD box back in again

This procedure is worth doing when your box is not behaving as expected

Q
02. How do you perform a Planner Rebuild?
A
Select one of the following procedures:
  For Sky+HD boxes with the latest software try the following instructions:
1 Press SERVICES on your remote
2 Go to Help
3 Select Sky+ Rebuild
4 Press SELECT (this will start the rebuild)

  If you cannot find the rebuild option using the above instructions then you might not have the latest software and should follow the instructions below:
  (steps 1 to 5 are best done without looking at the TV screen, as the menus on-screen will not behave as expected until you complete step 5)
1 Press SERVICES on your remote
2 Press 0
3 Press 0
4 Press 1
5 Press SELECT (You should now be in the hidden menu)
6 Press 7 (Sky+ Rebuild)
7 Press SELECT (An on-screen message will be displayed)
8 Press SELECT (this will start the rebuild)

This will generally fix most recording related issues, It'll usually take less than 5 minutes to complete

A rebuild will stop recordings currently in progress but your saved programmes and schedules in the planner WILL NOT be deleted


YouTube: How to Rebuild Your Planner
Q
03. How do you access the hidden installers menu?
A
Use the following procedure (best done without looking at the TV screen, as the menus on-screen will not behave as expected until you complete step 5):
1 Press SERVICES on your remote
2 Press 0
3 Press 0
4 Press 1
5 Press SELECT

You should now be in the hidden installers menu

Q
04. How do you perform a software update?
A
Use the following procedure:
1 Put your Sky+HD box into standby  , then wait a few minutes to let the hard disk settle
or
hold the power button  down until the power LED starts blinking red, release the power button  then wait for the LED to stop blinking (Older boxes do not have this feature)
2 Turn off the power to your Sky+HD box at the mains
3 Hold down the back up button on the top of your Sky+HD box
4 Whilst you continue to hold down the back up button turn the power back on to your Sky+HD box
5 Keep the back up button held down until you see four LEDs light up on the front of your Sky+HD Box, you should also see an on-screen message
6 Release the back up button and wait for the Sky+HD box to restart

The update will take approximately 10 minutes to complete and uses the Disaster Recovery Stream (DR Stream) to update your Sky+HDs Electronic Programme Guide (EPG) software

Note: This can sometimes take several attempts before the process works as holding the back-up button down is sometimes tricky


YouTube: How to Update Sky System Software
Q
05. When will the DR Stream be updated?
A
The Disaster Recovery Stream is updated in near the end of a roll-out, which can be a couple of month or so after the start of a roll-out
Q
06. How long does a software roll-out take?
A
On average a roll-out takes a couple of months to complete, where there are issues with the software identified during the roll-out this can make things take a little longer than expected
Q
07. Can we have details of the next software update?
A
Software updates are covered by a NDA (Non-disclosure agreement), details are not disclosed until the updates start being rolled out to customers
Q
08. How do you find the software version of your set top box?
A
Use the following procedure:
1 Press SERVICES on your remote
2 Go to Settings
3 Press 3

The software version is the Model Number in the format R000.000.00.00P

Q
09. Does Sky use premium rate phone numbers?
A
No, sky uses 03 numbers

Ofcom introduced UK-wide 03 numbers as an alternative to chargeable 08 numbers, such as 0870

These numbers allow organisations to have a single national point of contact without consumers having to pay extra to call them

Calls cost no more than calls to geographic numbers (01 or 02) and are included in inclusive minutes and discount schemes

Q
10. How long does it take to activate channels after an upgrade request?
A
Package upgrades should take no longer than 24 hours and typically take just a few minutes to a couple of hours to activate
Q
11. How do you check signal strength/quality?
A
The signal strengths/qualities can be found under the signal tab within settings. The white part of the bars should be longer than the blue (See examples in the images below)
Input 1
Input 2
Q
12. How do you reset the boxes network connection?
A
To reset the network connection of your set top box use the following procedure:
1 Press SERVICES on your remote
2 Go to Options
3 Press 5 (Network tab)
4 Press SELECT (to display the coloured button options at the bottom of the screen)
5 Press the red button
Q
13. Can a planner rebuild, reboot, etc.. delete my recordings?
A
No, the only things that delete recordings are:
  • Users manually deleting them with the yellow button
  • Automatic housekeeping when space is required and the Keep feature is not used
  • A downloaded On Demand programme has expired regardless of the Keep feature being used

A full system Reset (from the hidden menu) will also delete recordings, Schedules, etc...

Q
14. What is Diskless mode?
A
If your set top box informs you that it cannot do something because it is in Diskless Mode then this is usually due to the hard disk within the set top box (STB) becoming corrupted or in some severe cases completely broken. You can perform a full system reset of your STB to try and fix the corruption, if this fails then you will need to contact Sky who will most likely replace the faulty STB

A full system reset (from the hidden menu) will delete ALL Recordings, Schedules, etc...

Q
15. How do you perform a Full System Reset (FSR)?
A
This procedure should only be done if all else has failed, if this procedure does not fix your issue you will need to contact Sky for further assistance
  Warning: The procedure below will delete ALL recordings and schedules
  (steps 1 to 5 are best done without looking at the TV screen, as the menus on-screen will not behave as expected until you complete step 5)
1 Press SERVICES on your remote
2 Press 0
3 Press 0
4 Press 1
5 Press SELECT (You should now be in the hidden menu)
6 Use the right arrow button to highlight Sys Reset and press SELECT. You’ll see an on screen message, "This option will delete all existing and planned recordings and purchases. All Buy & Keep purchases are available to re-download from the Purchased Tab"
7 Press SELECT to confirm, Your TV screen will go blank and your Sky+HD box will switch itself off
8 Wait for at least three minutes and then press sky on your remote to switch your Sky+HD box back on
Q
16. How do you access the Services menu without a Sky remote control?
A
If your 3rd party remote control does not have a SERVICES button you can still access the services menu by pressing the i / Info or equivelent button on your remote when you are on your set top boxes home page, also the set top box has an i button on the top that you can use in the same manner to access the services menu

YouTube - Software Update
Example STB Home page