Troubleshooting
What’s wrong?
My phone line is not connected
(continued)
Possible reason
B
There’s more than one phone
line in your home but you’ve
connected one or more of your
boxes to the line that’s NOT
registered to your Sky account.
C
A Sky box and card registered
to your account is in another
property that you own.
D
You have an ADSL/Broadband
service at home.
E
You have disconnected
your phone line (e.g. to
carry out decorative works
in your home).
What to do now
B
Reconnect your Sky box(es) to the correct phone line
(the one you have registered with us), then follow the
‘callback’ procedure below.
C
Reconnect the Sky box to the phone line at the home
address that your account is registered to — and always
keep it connected at that property only, then follow the ‘callback’
procedure below.
D
Make sure you have an ADSL/Broadband filter connected
to the phone socket, plug the telephone line from the box
into the filter, then follow the ‘callback’ procedure below.
E
Reconnect the phone line, then follow the ‘callback’
procedure below.
Warning:
please make sure you
follow steps 1-5 precisely and do
not make any other changes while
in the
Installer Set Up
menu as
these may have an adverse effect
on your service.
Callback procedure:
1
Press
services
, press
right
to highlight
Settings
then press
select
.
2
Press the numbers
0, 1,
then
select
to show the
Installer Set Up
menu.
3
Press number
6
. When
FOR YOUR INFORMATION
appears, press
select
. When the next screen
appears showing a number of readings (signal strength etc.), press
select
. When you see the
message
Channel line-up complete
, press
select
.
4
Make sure your telephone line is connected and press
select
again.
5
Your box now tries to call us back, which checks the phone line connection. After getting the
message
Callback in progress
, the previous menu appears. If you see any other message at
this stage, please call Sky Customer Service for more advice. The number is provided in the
Terms & Conditions document.
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