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Sky+ FAQ

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Below are some frequently asked questions (and some not so frequently), mainly for Sky+ users, that hopefully you will find helpful for resolving your Sky+ problems, click/tap on the question to reveal the answer.

FREQUENTLY ASKED QUESTIONS

Q01 How do you reboot your Sky box?
Use the following procedure:
  1. Put your Sky 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 box back in again

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

Note: No recordings etc... are lost when performing this procedure
Q02 How do you perform a Planner Rebuild?
Select one of the following procedures:
  • For Sky+HD boxes with the latest software try the following instructions:
    1. Press SERVICES on your Sky remote control
    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 01 to 05 are best done without looking at the TV screen, as the menus on-screen will not behave as expected until you complete step 05)

    1. Press SERVICES on your Sky remote control
    2. Press 0 (very old boxes may need you to press 4 instead)
    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 will 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
Q03 How do you access the hidden installers menu?
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 05):
  1. Press SERVICES on your Sky remote control
  2. Press 0 (very old boxes may need you to press 4 instead)
  3. Press 0
  4. Press 1
  5. Press SELECT

You should now be in the hidden installers menu
Q04 How do you perform a software update?
Use the following procedure:
  1. Put your Sky 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 box at the mains
  3. Hold down the back up button on the top of your Sky box NOT ON YOUR REMOTE CONTROL
  4. Whilst you continue to hold down the back up button turn the power back on to your Sky box
  5. Keep the back up button held down (for about 30 seconds) until you see four LEDs light up on the front of your Sky Box, you should also see an on-screen message
  6. Release the back up button
  7. When the download has finished, the box will switch to standby (with an orange power LED)
  8. Wait at least 3 minutes, then press SKY on your Sky remote to switch your Sky box back on

The update will take approximately 10 minutes to complete and uses the Disaster Recovery Stream (DR Stream) to update your Skys 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
Q05 When will the Disaster Recovery (DR) Stream be updated?
The Disaster Recovery Stream, where the latest software is obtained from, is updated near the end of a roll-out, which can be a couple of month or so after the start of a roll-out
Q06 How long does a software roll-out take?
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
Q07 Can we have details of the next software update?
Software updates are covered by a NDA (Non-disclosure agreement), details are not disclosed until the updates start being rolled out to customers.
Q08 How do you find the software version of your Sky box?
Use the following procedure:
  1. Press SERVICES on your Sky remote control
  2. Go to Settings
  3. Press 3

The software version is the Model Number in the format R024.092.11.00P
Q09 Does Sky use premium rate phone numbers?
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
Q10 How long does it take to activate channels after an upgrade request?
Package upgrades should take no longer than 24 hours and typically take just a few minutes to a couple of hours to activate
Q11 How do you check signal strength/quality?
The signal strengths/qualities can be found under the Signal tab within Settings
  1. Tune to a channel you're having an issue with or channel 101 if all channels are having issues
  2. Press SERVICES on your Sky remote control
  3. Go to Settings
  4. Press 4 (Signal tab)

The white part of the bars should be at least 50% of the total amount

Input 1
Input 2

If any of your bars are fully blue (normally this will be with a signal/quality pair of input bars) then that indicates a problem with the Dish/Cables/Sky Box, swapping the input cables around sometimes fixes this but if that does not help you probably need to call sky or a 3rd party aerial/dish installer out

If the white part of the Quality bars are less than 50% this indicates the dish may be out of alignment

Note: If your Sky+ box is set to Single Feed Mode (A setting in the hidden menu, see Q03) then you'll only get one set of strength/quality bars
Q12 How do you reset the boxes network connection?
To reset the network connection of your Sky box use the following procedure:
  1. Press SERVICES on your Sky remote control
  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
Q13 Can a planner rebuild, reboot, etc.. delete my recordings?
No, the only things that delete recordings are:
  1. Users manually deleting them with the yellow button
  2. Automatic housekeeping when space is required and the Keep feature is not used
  3. 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...
Q14 What is Diskless mode?
If your Sky 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 Sky box becoming corrupted or in some severe cases completely broken.

Try rebooting your Sky box using the instructions in Q01, if this fails try a software update (see Q04 for instructions), if both these fails to fix the issue then you can perform a full system reset (FSR) of your Sky box to try and fix the corruption, if an FSR fails to reolve the problem then you will need to contact Sky who will most likely replace the faulty box

A full system reset (from the hidden menu) will delete ALL Recordings, Schedules, etc...
Q15 How do you perform a Full System Reset (FSR)?
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 01 to 05 are best done without looking at the TV screen, as the menus on-screen will not behave as expected until you complete step 05)
  1. Press SERVICES on your Sky remote control
  2. Press 0 (very old boxes may need you to press 4 instead)
  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 box will switch itself off
  8. Wait for at least three minutes and then press sky on your Sky remote control to switch your Sky box back on

A full system Reset (from the hidden menu) will also delete recordings, Schedules, etc...
Q16 How do you access the Services menu without a Sky remote control?
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 Sky boxes home page, also the Sky 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
Q17 How do you reset your On Demand connection with a Sky box connected to your router via Ethernet?
Try the following procedure:
  1. Put your Sky 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. Whilst the box is powered off remove the Ethernet cable
  4. Reboot your broadband router
  5. Power on your Sky box
  6. Wait another 5 minutes for the Sky box to fully initialise
  7. Reinsert the Ethernet cable
Q18 How do you reset your On Demand connection with a Sky box connected to your router via Wi-Fi adapter?
Try the following procedure:
  1. Put your Sky 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. Whilst the box is powered off remove the Wi-Fi adapter from the USB port
  4. Reboot your broadband router
  5. Power on your Sky box
  6. Wait another 5 minutes for the Sky box to fully initialise
  7. Reinsert the Wi-Fi adapter to the USB port
Q19 Why am I being asked to upgrade my subscription for some On Demand programmes?
On Demand is the name given to any programme you download to your Sky+ box. This name does not indicate which section the programme comes from when you search for its title, the programme could be from Catch Up ,that is free to all subscribers or it could be from Box Sets, which requires an additional monthly charge.
Q20 Why is Audio Description (AD) still on after I have turned it off?
If this is on an existing recording then you cannot turn AD off for recordings as the audio track is recorded at the same time as the video and it is not possible to remove the Audio Description soundtrack, once you turn off AD the any existing or new scheduled recordings will not include the AD soundrack.

AD for live broadcasts can be turned off and on at will.

If you are having difficulty turning off AD from live TV then try a Planner Rebuild (See Q02 in this FAQ).
Q21 How do you perform a New Install?
A New Install will do a dial back to Sky (Call home) that will pair/authorise your viewing card to your Sky box

Use the following procedure (best done without looking at the TV screen, as the you will not get to the hidden menu until you complete step 06) :
  1. Make sure your Sky box is either connected to a Phoneline via the modem cable or that it is connected to your broadband via Wifi or Ethernet
  2. Press SERVICES on your Sky remote control
  3. Press 0 (very old boxes may need you to press 4 instead)
  4. Press 0
  5. Press 1
  6. Press SELECT
  7. Scroll across to New Install
  8. Press SELECT
  9. Press SELECT

If you have issues with the above then additional viewing card help (from sky) can be found here, if all else fails you can phone sky and they can try to pair your viewing card remotely

Note: No recordings, Schedules or Settings will be deleted due to this process
Q22 Why can I not record a programme whilst watching another live programme?
There could be an issue with one of the dish inputs:
  1. Try rebooting your Sky box using the instructions in Q01
  2. Check the signal and strength of both dish inputs using the instructions in Q11, if the 4 bars are not mainly white then there is an issue with the corresponding dish input
  3. Make sure both dish cables are undamaged and securely screwed into your Sky box (finger tight), make sure none of the thin copper sheilding wires are touching the thicker central copper wire
  4. Try swapping the input 1 & 2 cables around at the back of your Sky box
  5. Check that the dish is not lose or moved (even the slightest bit)

If you can see nothing wrong then you will have to call out Sky to have your system checked, the fee is £65 and includes all parts and labour to get you back up and running again
Q23 Why am I getting a No Satellite Signal message?
There could be an issue with one of the dish inputs:
  1. Try rebooting your Sky box using the instructions in Q01
  2. Check the signal and strength of both dish inputs using the instructions in Q11, if the 4 bars are not mainly white then there is an issue with the corresponding dish input
  3. Make sure both dish cables are undamaged and securely screwed into your Sky box (finger tight), make sure none of the thin copper sheilding wires are touching the thicker central copper wire
  4. Try swapping the input 1 & 2 cables around at the back of your Sky box
  5. Check that the dish is not lose or moved (even the slightest bit)

If you can see nothing wrong then you will have to call out Sky to have your system checked, the fee is £65 and includes all parts and labour to get you back up and running again
Q24 Why is my Sky box stuck on initialising?
There could be an issue with one of the dish inputs:
  1. Try rebooting your Sky box using the instructions in Q01
  2. Check the signal and strength of both dish inputs using the instructions in Q11, if the 4 bars are not mainly white then there is an issue with the corresponding dish input
  3. Make sure both dish cables are undamaged and securely screwed into your Sky box (finger tight), make sure none of the thin copper sheilding wires are touching the thicker central copper wire
  4. Try swapping the input 1 & 2 cables around at the back of your Sky box
  5. Check that the dish is not lose or moved (even the slightest bit)

If you can see nothing wrong then you will have to call out Sky to have your system checked, the fee is £65 and includes all parts and labour to get you back up and running again
Q25 My viewing card looks burnt, is it damaged?
t is highly unlikely that your viewing card is burnt, the card is glued together with resin that overtime discolours leaving a brown mark, this is quite normal and the card will work, there is no reason to replace the card unless it is no longer authorising your channels and re-pairing and/or a new install has been performed and failed
Q26 How do you clean the remote controls internals?
If for some reason 1 or more buttons stop working on your Sky remote control this could be a build up of natural oils from your fingers on the printed circuit board (PCB)
To clean the remote controls internals perform the following:
  1. Remove the single screw found in the battery compartment
  2. Carefully pry the two pieces of the remote case apart (this can be rather tricky) to gain access to the PCB and rubber button mat
  3. Clean the parts with a dry soft cloth, making sure the PCB and back of the button mat are totally clear of any dirt etc...
  4. Put the remote back together again in the reverse sequence you took the remote apart
Q27 Why are some channels requesting a PIN in the daytime?
Ofcom have allowed some channels to show out of watershed programmes but require a PIN to do so, check this link for sky's information

Note: There is no way to turn these PIN requests off
Ofcom: What is the watershed?

Ofcom: TV watershed has been protecting viewers for 50 years
Q28 What are the most current Sky box models?
It is worth noting that Sky+HD boxes were last manufactured in 2015 so all boxes, available from sky or secondhand, will be many years old

The boxes with the most current software are:-
  1. DRX890 (with 250GB of recording space)
  2. DRX890W (with 250GB of recording space, built-in Wi-Fi)*
  3. DRX890WL (with 250GB of recording space, built-in Wi-Fi, No built-in RF (I/O link required) and fewer outputs)*
  4. DRX895 (with 1000GB or 1500GB of recording space)
  5. DRX895W (with 1000GB or 1500GB of recording space, built-in Wi-Fi)*
  6. DRX895WL (with 1000GB or 1500GB of recording space, built-in Wi-Fi, No built-in RF (I/O link required) and fewer outputs)*

Other models of box should be avoided

* The newest models
Q29 What is the latest software version?
The latest software version available on the Disaster Recovery Stream for the DRX890 & DRX895 boxes is: R024.092.11.00P
Q30 How do you change your Sky boxes DNS server?
Use the following procedure to change the DNS server on your Sky box:
  1. Press SERVICES on your sky remote
  2. Using your Sky remote Highlight the Settings box and press SELECT
  3. Using your sky remote Highlight the Network tab and press SELECT
  4. Press the green   button on your Sky remote (Manual IP Configuration)
  5. Fill in a static IP address for your Sky box, this address must be unique to your network (LAN) and outside the DHCP range for your router, check your routers settings to ensure this

    Exampe address that is OK on a default BT Home Hub / Smart Hub: 192.168.1.10 and for Sky 192.168.0.254 (there is only a tiny chance of an address clash so should be good)
  6. Fill in the Subnet mask with 255.255.255.0
  7. Fill in the Gateway Router, this is the IP address of your router (ie 192.168.1.254 for a BT Home Hub / Smart Hub, 192.168.0.1 for a Sky router, other addresses can be used, by other IPS's, but these are the two most common addresses)
  8. Fill in your desired DNS servers IP address ie 1.1.1.3
  9. Press the green   button on your Sky remote (Save Settings)
Q31 How do I get sky on an additional TV using RF1 or RF2 with a coax cable?
You will firstly need to make sure your TV has an analogue (non-freeview) tuner as the sky box mixes its signal with the existing frequencies transmitted over the coax cable, if you require a magic eye then connect your additional TV to the Sky box using the RF2 socket (this is the one that carries power) otherwise you can use either RF1 or RF2, then tune your TVs analogue tuner to the Sky boxes frequency (default frequency is ch68).

If your TV only has freeview (many TV manufactures are not providing the defunct analogue tuners on newer TVs) then you'll not be able to use it via RF and would require additional hardware such as a video sender

Note: The frequency on the Sky box can be altered withing the hidden installers menu (see Q03), when choosing a different frequency you need to make sure you are not clashing with a freeview frequency or the picture quality may suffer
Q32 I have just moved home and my Sky box gives no satellite signal when attached to the existing dish?
Not all Sky dishes are equal, if the pervious occupants of the property had Sky Q then the LNB (low noise block) on the arm of the dish would have been changed for a newer wideband one, this LNB will be incompatible with older Sky systems and will need changing before the dish will work

There is such a thing as a hybrid LNB that will work with new and old Sky systems but you need to make sure the cables are connected to the correct ports on the LNB for the system you are trying to use
Q33 I have a communal dish, what services can sky provide?
Sky can install a Sky box but only if there is an exist­ing socket in your property that they can screw a satellite patch cable into, if a socket does not exist then the install cannot take place. If you only have one connect­ion then you'll only get a limit­ed Sky+ service (only one tuner instead of the usual two)

Sky cannot touch any­thing other than the wire<s> that attach to your wall socket and any sky equip­ment attach­ed to said wire<s>.

A communal dish and its supporting hardware/cables/sockets is the responsibility of your land­lord, build­ings manage­ment, housing association, council, etc... only they can arrange for any work to be perform­ed on your communal dish set­up
Q34 Why will a rented movie will not play from my sky box?
If you want to watch a movie on yor TV via your Sky box then the movie must be rent­ed from the Sky store section on your Sky box, if you rented else­where it will not be available on your Sky box
Q35 My sky box is showing No Signal, what does this mean?
A Sky box will only display "No satellite signal" if you are seeing "No signal" on your TV screen then this message is produced by the TV itself and not your sky box, check that you have selected the correct input on the TV (using the TVs controls)

This message could be caused by: A faulty Sky box video output socket (ie HDMI), a total failure of the Sky box, a faulty cable that connects your sky box to the TV, a fault with the TV, etc...

Further help may be obtained from your TVs user guide
Q36 Do you still need a phone line for your Sky box?
The short answer is NO

The requirement for a phone line was removed several years ago, the latest models of Sky+HD boxes did not even have the hardware to connect to the phone line
The information supplied on this web page is given in good faith. This web page is in no way affiliated with Sky plc or its subsidiaries.
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