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• There are a number of reasons why a "No satellite signal" message is shown on your screen.

  
  Extreme weather

  Large snowfall or heavy rain can affect your signal but your viewing should return to normal when the weather improves. If there is snow on the dish this can cause the dish to move out of alignment, so you may be able to watch some channels but not others and will see the "No satellite signal" message.

  
  Obstructions around your Sky dish

  If there is scaffolding, for example, blocking your dish, this can prevent the signal reaching your Sky box. Your viewing should return to normal when the obstruction is removed. You will also need to visually check that your satellite dish is still firmly secured to your home. If it is not attached, please do not attempt to fix it yourself. You can arrange for a qualified engineer to come and fix it. Visit the Contact Us page and scroll to the bottom for email, telephone and live chat (when available) options.

  
  From time to time there may be temporary broadcasting problems with some channels, which means that you may not be able to view all the channels. Press 501 on your Sky remote control and you should see Sky News. If you can see Sky News, return to the channel you were previously having issues with and check to see if the problem has been resolved. If not try the steps outlined below.

   

  Reboot and check your cable connections

   

  Switch off your Sky box and TV at the mains for three minutes. Check that all the wires are firmly inserted into your Sky box and television. The diagram shows you how the wires should be connected into the back of your Sky box. Please note that if you only have a single feed from the dish to your box you'll only have one satellite connection cable. For more information about single feeds read the Single Feed instructions further down this article.

    

     

    

  Satellite signal check

  You can check the strength of your signal using your Sky remote control:

   

  1. Press services on your Sky remote control and you will see the main menu withOptions highlighted.
  2. Highlight the Settings menu using the right arrow button and press select.
  3. Use the left/right arrows to scroll toSignal and press select.
  4. The grey bars displayed will show you the strength of the signal to your Sky+HD box.

  If there are no bars displayed this would indicate there is a physical issue, for example, a cable has fallen out of the back of the box, or a dish related fault. If the bars on both strength and quality are shown, this would suggest that there is a broadcast issue.

   

  If the steps outlined above have not resolved your problem, please use the instructions below to carry out a LNB reset.

• • LNB Reset

  • Single feed process

• 

  You need to make sure an operating telephone line is connected to see Sky interactive services. If you're having problems watching some Sky programmes or operating your Sky box, there may be a problem with the connection between your box and the phone point. 
  
  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. 
  
  Check your telephone line 
  
  First, check whether your phone line is physically connected to your Sky box. 

  1. Press services to see the Options menu.
  2. Press right arrow to highlight "Settings" and press select.
  3. Press right arrow to highlight the Signal menu. Press select then Channel+/- to access the next page.

  
  If you get the message 'Telephone line not connected', you need to make sure the phone lead is connected properly. If you see the message 'Telephone line connected', try the solutions below.

• • There's more than one phone line in your home

  • A Sky box/card registered to your account is in another property

  • Your ADSL/broadband service is connected without a filter

  • You have disconnected your phone line

If you receive a "Housekeeping - please wait" on-screen message, your Sky+HD box is trying to complete a procedure on the internal hard drive. Please wait for your box to resolve the problem.

If your Sky+HD box continues to display "Housekeeping. Please wait" for more than two minutes it may have stalled. Please reboot your box to reset the system.

1. Press and hold the standby button on your Sky remote control until the standby light on your Sky+HD box turns red.
2. Switch off the power plug to your Sky+HD box at the mains socket.
3. Check there are no lights remaining on your Sky+HD box.
4. Switch the power supply back on at the mains socket.
5. Ensure the red standby light on the box has re-appeared, then wait for 3 minutes.
6. Press sky on your remote control and the light on your Sky+HD box will turn green.

• 

  Are you seeing an on-screen message saying “Part-failed recording – power cut”? This means that your Sky box lost power while recording.

   

  To avoid this problem in the future, make sure the box is plugged in and switched on at all times.

   

  If your Sky box was not unplugged or switched off at mains and there are no obvious issues with the power supply, there may be an underlying issue with the planner.

   

  You can use a few simple steps to rebuild your planer and prevent failed recordings. The instructions can be completed using your Sky remote and take just a few minutes.

   

• • Rebuilding your planner

  • Switch off your Sky+HD box

• 

  If you see the on-screen message "Recording Interrupted", this means that your Sky box was unable to record because it lost power or the satellite signal during the recording, or someone chose to cancel the recording and then restarted it. It's possible to do this accidentally by choosing the wrong programme from the "Programme clash" warning screen.

  
  After a few seconds your Sky+HD box will continue playback from the point when the satellite signal returned or recording was started. 
   

  Rebuilding your planner may prevent future recording issues. 
   

  A planner rebuild may fix the issues you have experienced or prevent future issues from occurring. The following instructions are easy to follow using your Sky remote and take just a few minutes. 
   

  Please note that this procedure will stop any recordings currently in progress - if you're currently recording a programme, you may wish to wait until it's finished before continuing.

   

• • Performing a planner rebuild

  • Switch off your Sky+HD box

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 to change your subscription online.

1. Have your payment details handy

If there are one-off charges, such as installation costs, associated with your upgrade, you'll need your credit or debit card handy to pay these. Any increases in your monthly subscription fee will simply 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.

• 

  Are you seeing an on-screen message saying “You cannot play back this recording”? The fault may be caused by an error on the disk of your Sky box. The fastest and easiest way to fix your disc is with a planner rebuild.

   

  Rebuilding your planner is an easy process (taking just a few minutes) which may prevent future recording problems. A planner rebuild can be performed using your Sky remote.

   

  Please note that this procedure will stop any recordings currently in progress – if you’re currently recording a programme, you may wish to wait until it's finished before continuing. 
   

• • Rebuilding your planner

  • Switch off your Sky+HD box

There are two reasons why you might this see message on your screen. Firstly, if you have a Multiroom subscription it may be that your cards have been mixed-up. Secondly, if you have just had a service call/engineer visit or you have self set-up your Sky+HD box it may be that your card has not linked-up correctly.

Multiroom Subscription Steps: 

1. Insert your viewing card into your Sky+HD box.
2. Tune to a channel you pay a subscription for, such as a Sky Movies or Sky Sports channel. If this channel is not part of your package, you'll see a message prompting you to upgrade, so choose a different channel that you do pay a subscription for.
3. If the correct card is in place you’ll be able to watch this channel. If the incorrect card is in place you will continue to see the wrong card message, so try a different viewing card orContact us for further assistance.

Engineer Visit/Self Set-Up 
If you have had an engineer visit, wait 2-4 hours after the visit and then check the channel again. If you have carried out a self set-up make sure you have followed all the set-up steps. If the problem continues, you’ll need to Contact us for further assistance. 

If a problem occurs with your Sky+HD box during recording or playback you may see an on-screen error message.

When the message above appears on your screen, you have used the maximum space in your Planner. Delete unwanted programmes from the Planner to make way for new recordings.

To permanently delete a recorded programme from your Sky+HD box, press tv guide then the green button to access your personal planner, use theup/down arrows to highlight the programme you want to delete and press the yellow (Delete) button.

If you've previously chosen to keep the programme it will be marked with a blue icon, and you will be asked to confirm that you're sure you want to delete it. 

• 

  Are you seeing an on-screen message on your planner saying "Please Wait" when you're trying to schedule a viewing? It is normal to see this message for a few seconds when you operate the planner, but if the message will not disappear, there might be a temporary issue with your planner.

  
  
  Rebuilding the planner is an easy process (taking just a few minutes) which should restore the box's settings and allow it to function as normal. A planner rebuild can be performed using your Sky remote.

   

• • Rebuilding your planner

  • Switch off your Sky+HD box