87
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.
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.
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.
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