Satellite Cable
HDMI
Plug in Power cable last AV
Current Decoder
Replacement Decoder
Audios Scarts ETHERNET
Replacing the My Sky & My Sky+ Decoder Where possible, place the replacement decoder on top of the current decoder and swap the cables over
one by one. If the decoder is in a TV cabinet, there should be some slack on the cables to allow the decoder to be taken out, you may need an object that is level to the cabinet to rest the decoder on for the swap over. HINT: Before you start , please take a photo of the back of the decoder with your phone.
That way, after the swap you can check that it looks the same as in the photo.
- Unscrew the satellite cable from current decoder and screw into input 1 of the replacement decoder
(located - back right side if looking from the front) NOTE: Input 1 MUST be used for satellite cable connection
- Swap over HDMI cable and/or AV cable (if applicable)
- Swap over OPTICAL cable if you are using one for separate audio
- Swap over ETHERNET cable if it is hard wired to a router
- Plug in the power cable (located - back left hand side if looking from the front)
- Allow the decoder 3-5 mins to load
Locate and open the smart card slot cover situated at the front right side of the current decoder
Move the smart card from the current decoder and firmly insert it into the replacement decoder
Insert smart card this side up and with the red triangle pointing
into the decoder then close the cover
1. Unplug the power cable at the back of the current decoder and let the decoder sit for 30 secs before moving. Leave the TV on the designated input channel for Sky viewing.
2.
3.
- Once you see the red standby light (on decoder), press the button on the Sky remote to view Sky
4.
Devices connected to your Decoder
If you have other devices connected to the decoder, they will continue to work
and do not need to be setup again.
You only need to swap over the AV cable from
the old decoder to the replacement decoder
Sky Modulator Skylink Wi-Fi
You only need to swap over the ETHERNET cable
from the old decoder to the replacement decoder
DVD/Video Recorder
You only need to swap over the AV cable from
the old decoder to the replacement decoder
Amplifier/Sound Bars
You only need to swap over the optical or Coax
cables from the old decoder to the replacement
decoder
Connecting the Decoder to the Internet
ON DEMAND SKY BOX OFFICE
All decoder installations include: Connecting the decoder to the Internet via your home Wi-Fi network or direct to router. You will enjoy the
benefits of extra services offered by Sky
Thousands of online content available for
download straight to your decoder
Content available for purchase, Download
straight to your decoder
To complete the decoder replacement process, please refer to “Steps to setting up ON DEMAND on the next page
Recording Sky & On Demand
If you use the recording function and/or On Demand, please call Sky to ac-
tivate these functions on 0800 759759.
Steps to setting up ‘On Demand’
1. Press Button setup You will see “FAVOURITE CHANNELS” In the menu screen highlighted in BLUE
Using the Sky remote
2. Press Twice to highlight INTERNET CONNECTION
select
Then press select
3. Press select To select your Network
It will now search for your Wi-Fi Network and once found will
display this screen
4. Use the Remotes numeric pad to enter your Wi-Fi password
5. This box will be displayed on screen for a successful connection
6. Press to exit the setup.
It will display
“Please enter password”
Then press select To Enter
You can now view On Demand
Internet ConnectionSetup and test you MY SKY Internet Connection
SETTINGS GUIDE PLANNER ON DEMAND SEARCH APPS
11:21am
Internet Connection
The Strongest Network
Smith Family Network
Free Wi-Fi…NOT
Stay off my Wi-Fi
Authorised
YOUR NETWORK WILL SHOW IN THIS LIST
Sky not working?
FAULT POSSIBLE CAUSES SOLUTION
Decoder has no
power
Power not turned on at the wall socket
Power cable not plugged in at the multi-board
Power cable not fully inserted into the decoder
Decoder is faulty
Check the power at the wall is switched on
Ensure power is plugged in at the multi-board
Check power cable is inserted firmly into decoder
Contact Sky customer services on 0800 759759
Atmospheric
Conditions/T100
message on screen
(orange light showing on
front panel of decoder )
Wrong satellite input used at the back of decoder
Loose satellite connection at the back of decoder
Decoder LNB setting may need changing
Satellite cable connector is broken
There is no signal from the dish
Check satellite cable is screwed into INPUT 1
Tighten the satellite connection on Input 1
Refer to “Steps to changing the LNB frequency”
Contact Sky customer services
Contact Sky customer services
Decoder showing
green light, but no
pictures on TV
TV power is off or on standby
TV not set to designated HDMI input for decoder
HDMI cable is not connected properly
HDMI cable is faulty
Decoder HDMI output is not working
Turn TV power on
Check TV is on the right HDMI input for decoder
Check HDMI cable is plugged in on decoder & TV
Replace the HDMI cable
Decoder needs to be replaced
‘Please insert card
Message’ C001 on
screen
Smart card is missing from decoder
Smart card is not fully inserted in the card slot
Card reader is not reading the card microchip
Check if the smart card is in the decoder
Smart card needs to be firmly inserted
Contact Sky customer services
For most issues, a power reset would be the first tip to try before you perform troubleshooting.
To perform a power reset on the decoder
Open the card slot cover at the front right side of the decoder
Press & hold the red button until the decoder powers off
Release the button & allow 3-5mins for the decoder to reset
Troubleshooting Tips Below are some steps for troubleshooting, but if they don’t work please contact Sky
Troubleshooting Tips
FAULT POSSIBLE CAUSES SOLUTION
Re-Insert Card
C001 message on
screen
Smart card is upside down or other way around
Smart card microchip is faulty
Card reader is not reading the card microchip
Refer to ‘Replacing decoder’ instructions Step 2.
Contact Sky customer services on 0800 759759
Contact Sky customer services
Recognition of
viewing card in
progress C043
message
on screen
The smart card requires activation for viewing Contact Sky customer services for activation
Can see picture, but
there is no sound
TV volume is turned down
Sky volume is turned down
HDMI cable may not be plugged in properly
HDMI cable is faulty
Turn up the TV volume
Turn up the Sky volume
Check HDMI cable is plugged in on TV & decoder
Replace the HDMI cable
I can’t
PAUSE or
RECORD
PVR service is not activated on the account
Decoder hard drive is faulty
Please call Sky to activate PVR service
Contact Sky customer services
HDCP message keeps
appearing on my TV
A problem with the physical connection between
the TV and the decoder via HDMI. This is only a
warning message which can be turned off
- On your Sky remote, Press the SETUP button
- Scroll to PICTURE and press SELECT
- Select High Definition & go to HDCP warnings
- Change ‘enable’ to ‘disable’ and press green
button to save
- Press the Sky button to exit
I can’t view channels
that I’m subscribed to
The services on your Sky account require
Updating or Re-Activation Contact Sky customer services for activation
On Demand is not
working
Internet Connection needs setting up
Internet Connection has stopped working on
decoder
Sky Link Device has stopped working
There is a problem with your network
Refer to ‘Steps to setting up On Demand’
Check Internet Connection on Sky menu to check if
still connected to your network
Follow setup instructions again
Reset Sky Link Device, pull out power for 15 secs
and re-insert the power. If fails the device needs to
be replaced
Check that other devices are connected to your
Network, if not contact your ISP
Steps to change the LNB frequency
1. Press Button setup
Using your Sky remote
2. Press 0
3. Press
4. Press
7 5 9 then select Button
select
You will see “FAVOURITE CHANNELS”
In the menu screen highlighted in BLUE
You will see “LNB SETUP”
In the menu screen highlighted in BLUE
Again to access LNB SETUP
You will see “22khz Tone Use (LNB Type)”
In the menu screen highlighted in BLUE
To scroll down to “High Band LO Frequency”
5. Press 1 1 3 0
1 0 7 5
0
0
For changing from 10750 to 11300
For changing from 11300 to 10750
6. Press Button to SAVE settings, then to exit
or
Your LNB frequency will either be 10750 or 11300, If it is set to 10750 and you have
atmospheric conditions, change the LNB setting to 11300 by following the steps