Have questions about our Sky TV service? The common questions below should have the answers you're looking for.
What is Sky?
More than 17.5 million viewers in over seven million households enjoy an unprecedented choice of movies, news, entertainment and sports channels and interactive services from Sky, the UK's first and most popular digital television platform. Sky offers the largest choice of channels and High Definition channels in Europe. Sky is transmitted via satellite rather than cable. The advantage of this is that the area you as a customer are able to view Sky television is vast. The area covered by the satellite is known as the footprint and this covers all of Europe and stretches as far as North Africa and The Canaries in the South, Scandinavia and Iceland in the North and Western Russia in the East. This allows viewing for people wanting to watch Sky outside of the UK.
What is Sky's TV satellite System?
Sky's digital satellite system is the equipment that allows customers to receive Sky TV programming. Every Sky box gives you access to a custom on-screen programme guide (EPG), and more than 100 quality entertainment, sport, movie, documentary, music, kids and news channels, as well as 160 non subscription TV and radio channels on digital satellite. You don't have to have a card to use the box as without any viewing card at all the box will still open up many free view channels
How much does Sky Cost and what packages are available?
It's more affordable than you might think. The basic Entertainment Pack (without premium channels), can be taken with 1 - 6 mixes and ranges from £19.00 to £24.00 a month. The top package, Sky World (which includes all Sky Sports & Sky Movie channels and the entertainment pack), is £51.00 a month. If you have the HD channels added to your package Sky will charge an additional £10. Of course, you can select the package that suits you and change the package on a monthly basis to suit your viewing needs
Which channels are covered within the packages?
The channels would be the same channels available through sky in the UK. Sky offers hundreds of subscription and free channels, because of this it would be difficult to list all of the channels here. Www.Skycards.eu/ packages has a full breakdown of all of the packages and the channel listings. If you have any further enquiries with the packages, or any other aspect of our service please contact us and one of our advisers will be happy to help you.
How will payments show that I make?
Payments to us for sky equipment will show as Sky cards and our telephone number. Payments to sky will show as sky subscriber services.
When I first activate the viewing card what information is needed?
We would need the version and serial number of the digibox. We would need to know the package that is required and the payment details for the subscription to sky. The payment method's accepted by sky are Visa or master card ( credit or debit card) or a Uk bank direct debit Also we would need to know the current on-screen message.
How long will it take to have the viewing on / activated or my enquiry answered?
We are committed to providing the very best service. We have a Uk based call centre for outbound contact with sky and also an inbound call centre to be available for any enquiries you may have. We are available through email or through our new secure web contact page. Our target is to have a resolution or response to your enquiry within the hour during office hours. Sky's signals can take up to 4 hours to be received by the digibox. We offer a 7 day a week service.
Is HD available to me?
HD is available. You would need a HD television and a HD digibox. The HD subscription is currently £10 per month. You don't have to have the HD subscription with the HD box, there are freeview HD channels available, (BBC, ITV, CH4 and others).
Is 3D TV available to me?
Sky released their first 3D channel in Spring 2010. To view this channel you would need a 3D ready television and a sky HD box.
Can I use a new Skycards.eu viewing card in my current sky box?
Yes. We can match any viewing card to any box so that your viewing card will work in any sky box.
Can I add extra, 'stand-alone' channels?
Sky's platform allows us to add any of the additional stand alone channels available. These include Espn, Zee tv, Sony, Playboy and many more. These are added upon request.
Can I install the satellite system myself of should I hire a engineer?
We don't advise self installation. We recommend that you contact your local satellite technician. Engineers can usually be located in local newspapers or web forums
What do I need?
To subscribe you will need a credit card (Mastercard, Eurocard or Visa), a satellite system has to be pointed to ASTRA 28.2° and a sky box with an active Viewing Card that can be ordered through us. If you order Sky plus or Sky HD: Sky plus and Sky HD will only fully work if you connect it to your dish with two cables (instead of one) using a so-called twin- or quad-LNB, again we recommend you speak with a local engineer to ensure the installation and cable is correct.
How do I re-activate the account after it has been blocked for non payment?
If your account has been blocked due to non payment you have a message on the screen saying "please call this number to upgrade your subscription" You would have to send us an email and we will make a one- off payment through your credit card to clear the outstanding balance and switch your viewing back on. We also have a secure viewing card management system included within this web site. This will allow you to provide payment details in a secure on-line environment
How do I make changes to my Payment method?
Please e-mail us or call us with your new monthly payment method and we will contact sky on your behalf to add the new details, please note sky apply for payments 15 days in advance so a final payment may still be taken from the old payment method. Payment method changes can also be done through our new on- line card management system. This system allows you to do any change or update to the sky account in a secure an d safe way.
I don't understand the period my bill covers?
You are billed monthly in advance e.g. if your payment date is the 1st January, your payment will cover the period from 1st January to 31st January; if it is the 15th January then it will cover the period from 15th January to 14th February.
The amount on my bill is not as I expected?
If you have made any changes to your viewing package or requested an adjustment to the day on which you are normally billed, there will be an adjustment to ensure that you are billed the correct amount. This could result in your bill being more or less than your previous subscription bill but, as long as you don't request any more changes, this will run normally again from your next billing date. You should also check any additional purchases you have made over and above your subscription, for example Sky Box Office events. Please also bear in mind that sky always bill 30 days in advance.
How long is Sky's minimum contract?
In accordance with sky's terms and conditions it is a 12 month contract and you must give 30days notice to terminate the contract.
How do I pay for my Sky package?
You can pay for your sky subscription using Visa / Mastercard or any UK direct debit . Please inform us of your preferred payment method and we will set this up for you.
Is it safe to leave my digibox on standby?
Your Sky box has been designed to ensure it is safe to be left on standby at all times. It is useful to leave your Sky box plugged in as from time to time updated software is sent to your Sky box from the satellite, providing you with Sky's latest services or functions. These updates are not possible if your box is unplugged.
What's the difference between a sky box and a sky + HD box?
Sky+ provides additional recording functionality on top of the standard Sky box features. Instead of recording using a video you can record the full digital quality onto Sky+ and view at your leisure. It also has the Anytime feature. The anytime feature is a pre-recorded selection of the highlighted weeks programs, which are available to view 'Anytime'. The HD boxes also have the recording and any time feature. Live pause is also available on the recordable boxes (sky+ and HD). This is where you can pause Live television
I have an error message
We want your sky viewing to be as enjoyable and problem free as possible. But there may be occasions when we would need to look into a message that is being received on screen. There are many different signals that we can send and therefore it is imperative that we know the exact message that is being displayed on screen (asking us to "reactivate viewing" or "viewing is not on" would only delay viewing being restored. Here is an explanation of some of the onscreen messages and what would need to be done to reactivate viewing.
No satellite signal is being received
The are many reasons why this message may be appearing . As the message on-screen says there is no satellite signal being received by the sky digibox. A Software Download or a Full System reset may rectify the problem.
Software download -
- Switch the box off and unplug it from the wall.
- Press the back up button on the box and keep it pressed whilst you re-connect the power to the digibox.
- Keep your finger pressed on the back up button until a message appears on screen "Software download now in process please do not disconnect the power for 15 minutes"
- After this has been done please switch the box off and on again.
System Reboot -
- Switch the box off and unplug it from the wall.
- Wait around 20 seconds and then reconnect the power and switch the box back on.
The channels may break up intermittently and then show the message only at certain times or in certain conditions. Common reasons for this include adverse weather / change in atmospherics, blocking of the satellite dish for example a tree growing in the line of sight of the dish, the dish slipping out of alignment o a connection has come loose. There are many other reasons why this message may appear
Because the message indicates that there is no signal being received by the box there is no signal we can send that will remove this message.
In cases where the software download and a system reset has been done and have proved unsuccessful then a satellite installer will need to visit the property to determine why the message is appearing.
If you are receiving this message and a HD box is installed with just one rather than two LNB connections, you will need to switch to single feed mode.
Single feed mode -
- Using a Sky+HD box with a single cable feed from the satellite dish
- Make sure that the satellite cable is connected to "Dish Input 1" on the back of your Sky+HD box.
- Press services on your Sky remote control. "Options" in the Top Menu will be highlighted in orange.
- Press the right arrow once to highlight "Settings" in the Top Menu.
- Now press the down arrow once to highlight the "Picture" tab in the Middle Menu.
- Press 0, 1, select on your Sky remote in quick succession. The "Setup" tab will then be highlighted within a hidden menu.
- Press the down arrow five times to highlight "Single Feed Mode" at the bottom of the list.
- Press the right arrow once to turn "Single Feed Mode" from "OFF" to "ON." Then press the green button to "Save Settings."
- The "Single Feed Mode - Caution" message will be displayed. Your Sky+HD box is now ready to be rebooted - to do this, press select. Please allow a few minutes for your Sky+HD box to reboot.
I have a blue screen with search and scan banner?
From the channel displaying the Blue screen and banner, select channel 501 (Sky News) using your Sky remote control.
If there is no change, follow the instructions below to perform a Connection Check:
- Switch your digibox on to standby using your remote control or the button on the front panel of the digibox.
- The red light will be displayed on the front panel of your digibox.
- Isolate the power to your digibox by unplugging or switching off at the wall socket and ensure there are no lights on the front of the box.
- Ensure all the digibox and TV connections are seated securely. Pay particular attention to the 21 pin SCART lead, the dish input connection and the traditional RF type connection.
- Restore power to your digibox and leave it in standby mode for 30 seconds. (The red light will show on the front panel of your digibox). This time is required to allow the digibox to initialise.
- Ensure that your TV is switched on, and on the correct channel. Take the digibox out of standby mode by pressing the Sky button on the remote control or the standby button on the front panel of the digibox.
- The red light will turn to green on the front panel and the message "searching for listings" will appear on screen.
When completed successfully the Sky Welcome channel on Channel 998 will be displayed.
*Please note, if the Sky Welcome Channel is not displayed, please repeat procedure from step one.
If you are still experiencing problems after completing a Connection Check then please send us an email so we can provide further technical assistance.
I have a frozen picture and / or blocking of my picture, or a message saying no satellite signal received
Extreme weather could be causing this problem. If it is raining hard, snowing heavily or if snow is settling on the dish, or if you are experiencing strong or gale force winds this could cause a reduction in signal quality. Once the extreme weather has subsided your viewing should return to normal.If there is no change, follow the instructions under the section "I have a blue screen " to perform a Connection Check: If the connection check is unsuccessful there may be a problem with the alignment of the dish and you may need to contact your local engineer
My box is stuck in stand-by
The digibox can be described as "stuck in stand-by" when only the red light is illuminated on the front panel of the box and you are unable to switch it on (green light illuminated) by use of the Sky button on your Sky remote control or the front panel stand-by button.If this is the case, follow the instructions under the section "I have a blue screen" to perform a Connection Check: If this is unsuccessful please contact us for further assistance
It says Channel unavailable
Occasionally, groups of channels may not be able to be viewed due to a problem with one of our transponders. However, if your viewing issue is only with one channel, please follow the instructions below. Select the channel on your TV that Sky is normally viewed on. Using the Sky remote control, press Sky and then press 501 for the Sky News channel. If this channel can be viewed with no problems, then return to the channel which was previously affected. If the problem is no longer apparent, check that the issue has been resolved by selecting some other channels. This may happen from time to time but if it occurs again please try this process before calling back. If you are still experiencing problems after completing this procedure then please call us on the number below so we can provide further technical assistance.
This is the wrong card for this set top box
This is the prominent message when the box has been changed. We can send a signal to remove this message, please contact us with the version and serial number of the box and viewing card number.
Wrong card please insert correct sky viewing card
This is often mistaken for the previous message as t is very similar. This message requires a different signal. This is one of the reasons why we would need the exact on screen message. This message usually occurs with recently replaced sky viewing cards. We can send a signal upon request to remove this message.
Card not Authorised / This viewing card is not Authorised
There are a number of reasons why this message may appear onscreen. The most common are usually if the viewing card has not been activated in the UK or the exchanged card has been sent out by sky unactivated and therefore needs a signal sending.
Call this number to upgrade
This is a subscription error message. The most common reasons for this this message is if the payment has failed for the subscription or the management fee. We Can remove this message by sending a signal. If a payment has failed previously it may be quicker to speak to the card issuer before trying to reactivate the account.
Please insert old card for 5 minutes and then replace with new card
As part of the card changeover process, this message was introduced to try and ensure the new card was inserted at the correct time and was ready to receive the signal. This is a message we can remove by sending a signal. Please ensure that the new card is in the box and contact us for a signal to be sent.
Searching for listings
This message usually appears when the box is first switched on and the message usually goes within a couple of minutes as the box picks up the signal. If there are problems with the signal this message may stay on for longer and is usually replaced after a while by the no satellite signal is being received message.