Sky+HD, SkyHD & Sky 3D

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Your Sky viewing card controls the viewing that you receive through your Sky box by identifying the television channels that you subscribe to and also manages any movies or events you may order via Sky Box Office or Sky Store. In order to book Movies/Events from Box Office your Sky box must be connected to an active telephone line.

To manage the number of movies/events that are ordered each viewing card is set with an individual credit limit (i.e. amount that can be spent on box office events/movies) per month. Each month Sky will perform a callback to your Sky box(es) to retrieve any box office movies/events that have been booked onto your Viewing Card, this ensures that we can accurately charge you for these services.

If when attempting to book a Box Office movie/event you are presented with the onscreen message “There is insufficient credit left on your viewing card” this can be due to :

• We have been unable to perform the monthly callback to your Sky box(es) successfully
• Your Sky box is not connected to an operating telephone line
• You have exceeded your set credit limit in that month

In order to resolve this issue the following troubleshooting steps should be undertaken :

Check Phone Line Connection

It is important to check that your telephone line is correctly connected to both the telephone socket and your Sky box.

Using your Sky Remote Control:

1. Press the standby button. The standby light will display on the front panel of your Sky+ HD box
2. Switch off the box power supply or remove plug at mains socket.
3. Ensure all connected equipment (TV, DVD etc.) is switched to standby then switched off/disconnected at mains.

Check that there are no lights displayed on your box or connected equipment.

1. Ensure that you have a modem cable (grey/white telephone cable) connected from the socket marked Telephone Line on the rear of your box to an operational telephone point. 

2. If unplugged, reconnect your box to mains socket.

3. Switch box power supply ON at mains socket.  The Red standby light will be displayed on the front panel of your box.

Sky+ HD/SkyHD, wait 2 – 4 minutes after red light displays.

1. Switch on, or reconnect, all electrical appliances that were disconnected at power supply.

2. Switch TV on as normal.

3. Press the Sky button to return box to full power, the green light will be displayed on the front panel of the box

Check the status of your Phone Line connection

Sky+ HD / Sky + (New Generation Black Sky+)

Using the Sky remote control:

1. Press the Services button. The Services menu will be displayed onscreen with Options highlighted.
2. Press the right arrow to highlight Settings and press select.
3. Press the right arrow to highlight the Signal menu and press select. Telephone line connection status displays.

The telephone line connection status will display:

Connected	The telephone line is connected and available.
Busy	The telephone line is connected but is in use.
Not Connected	The telephone line is not connected or a connection cannot be established.

If telephone status displays : Not Connected

Replace microfilters /Extension Cables/ Telephone Line Cable

If a modem cable, microfilter, multi socket adaptor or extension cable is faulty your Sky box may not read the telephone line status correctly, or it may not pick up the line connection at all.

Try replacing any microfilters, extension cables or the telephone line cable and check if the box can now establish a connection.

Test Telephone socket

If possible, test socket with a regular telephone, connected directly without splitters or extensions, to determine if socket point is ok. If the telephone socket point is faulty or you are unable to hear a dialling tone please contact your telephony provider.

Perform a Callback

Using the Sky remote control :

1. Press the Services button. The services menu will be displayed onscreen with Options highlighted.
2. Press the right hand arrow to highlight Settings and press select
3. Press 0, 1 and then select. The Installer menu will display onscreen.
4. Use the right hand arrow to highlight Install and press select

1. You will be presented with the onscreen message “Please ensure that the satellite dish is correctly aligned and connected and your viewing card is correctly inserted”.
2. Press Select.
3. Follow the onscreen instructions onscreen
4. Your Sky+HD box will perform a call back to Sky

You will then be presented with the Onscreen Messages :

1. Installation Complete (This message validates that the callback has been successful)
2. Installation Failed (This message advises that the callback has been unsuccessful)

If you receive the On Screen Message “Installation Failed” this means that the box is unable to connect via the telephone line to perform the call back successfully.

This may be due to :

1. There is a fault within the cabling/filters used to connect the telephone to the Sky box
2. Your telephone number is withheld when making outbound calls

1.   Replace microfilters /Extension Cables/ Telephone Line Cable

• If a modem cable, microfilter, multi socket adaptor or extension cable is faulty your Sky box may not read the telephone line status correctly, or it may not pick up the line connection at all.
• Try replacing any microfilters, extension cables or the telephone line cable and check if the box can now establish a connection.

2. Dialling Prefix : Withheld Number

If your telephone number is withheld when making any outbound calls your Sky box will be unable to successfully callback to Sky. In order to resolve this you will require to add a dialling prefix to your Sky box to enable the box to successfully perform a callback.

1. Press the Services button. The Services menu will be displayed onscreen with Options highlighted.
2. Press the right hand arrow to highlight Settings and press select
3. Press 0, 1 and then select. The Installer menu will display onscreen.
4. Use the right hand arrow to highlight Tel Settings and press select.
5. Use the bottom arrow to select Dialling prefix
6. Using the keypad on your Remote control enter the code 1,4,7,0 and press select.

Adding the dialling prefix will initiate a callback to Sky.

If your phone line is correctly connected and you have successfully completed a callback but

continue to experience issues when attempting to book box office movies/events, contact us directly on 08442 41 41 41 or via Live Chat.