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.
Troubleshooting
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