Your Personal Identification Number (PIN) lets you choose which TV shows are watched in your home. You can stop children from viewing unsuitable programmes and control how many Sky Box Office movies and events are ordered.
When you join Sky, we recommend you change your PIN to a number you will remember straight away, so that nobody can access your account or spend money without your permission.
Your PIN restricts access to your Sky account and can help you control what your family watch and spend. You can set up age rating filters which for selected programmes, restrict access to specific channels completely (or from 8pm) and remove the adult channels from the TV listings. You can stop recorded programmes from being viewed or restrict access to after a certain time in the evening.
When you use these features you'll need your PIN to access the selected programmes and channels.
Parental Control also protects your bills so you can stop your family spending too much on Sky Box Office and online.
Please note that your viewing card and Sky credit card (if you have one) will have separate PINs.
Check your PIN:
1. To check your PIN, press the services button on your Sky remote and use the arrow keys to move right and highlight 'settings'.
2. Press select and press 3 on your Sky remote to highlight 'system details'. Your PIN is usually the final four digits of your viewing card number. If this does not work then please refer to the handy tips below.
To reset your PIN:
1. Sign into My Sky
2. Follow the 'Reset Sky TV PIN' link within the 'Manage Profile' section.
3. Choose a new four-digit PIN, enter the number in the two boxes to confirm your new PIN.
PIN reminder:
If you require a reminder of your Sky viewing PIN, please follow the steps below:
Press interactive on your Sky remote control.
Using the up/down arrows, select 'Sky Active' and press select.
Using the left/right arrows, select 'Help Centre' and press select.
Using the up/down arrows, select 'Sky PIN reminder' and press select.
Follow the on-screen instructions to find your PIN.
Please note that this service is only available if you pay your Sky bill using Direct Debit or automatic credit card payments. Your Sky box will connect online at a freephone rate to provide you with your PIN reminder.
If your Sky TV picture is sticking, pausing or jerking then please follow the instructions below to resolve the issue. Most Sky TV picture issues can be resolved in just a few minutes using your Sky remote control or by checking the cables connecting your equipment.
You might want to print this help guide out if you're not currently near your Sky equipment.
Connection check procedure
Check the connections to your Sky box in order to fix a freezing or frozen Sky TV picture.
Please note that this procedure involves turning your Sky box off and restarting, so if you are currently recording TV you may want to wait until the recording has completed before following this procedure.
1. Switch your Sky box onto standby (if you cannot do this, don't worry - just continue with the rest of the process):
If a cordless telephone is in use and is connected to the same socket as your Sky box unplug your Sky box plug only.
If you're using a Sky+ box or a Sky+HD box, wait for 30 seconds to allow the hard disk to stop spinning.
2. Switch off the power supply or remove the plug at the mains socket and ensure that there are no lights illuminated on the front panel of your Sky box.
3. Switch the power supply back on at the mains and wait 30 seconds after the red light has appeared. If you're using a Sky+ box, wait for 60 seconds after the red light has appeared.
If you're using a Sky+HD box wait for two minutes and 30 seconds after the red light has appeared.
4. On your Sky remote control, press the TV button followed by sky.
You may see the on screen message "To use the full range of interactive services please ensure that an operating telephone line is connected, press backup to return." If this message appears then there may be a problem with the telephone connection from your Sky box to the phone point. If you do see this message, please contact us once you have completed this procedure.
If the on-screen message "No Satellite Signal" appears:
Press the TV guide button.
Press select with 'All Channels' highlighted.
After a few seconds the listings should appear as normal.
Press the sky button when the "No Satellite Signal" message has cleared.
The on-screen message "Searching for listings" may be displayed before Channel 998 appears.
Tune to channel 105. If the on-screen message "Insert your Sky viewing card" appears, remove and re-insert your viewing card into the slot marked Sky viewing card ensuring that the arrow on the viewing card is facing into the slot and the gold chip on the viewing card is facing downwards.
If the connection check has not fixed your issue please try the following procedure.
Extreme weather procedure
Extreme weather, such as torrential rain, heavy snowfall, electrical storms or gales can affect the digital signal being received by your Sky box and the quality of your picture.
Your Sky TV picture should return to normal once the extreme weather conditions have passed unless there is snow on your Sky dish.
If your problem persists please try the following procedure.
Broadcast issue
If your Sky TV picture is freezing or frozen, please follow these simple steps with your Sky remote to check which channels are affected. The following procedure takes just a few minutes to complete.
1. Using your TV remote control, turn to the channel you normally watch Sky on.
2. Press select on your Sky remote control.
3. Make a note of the channels that are affected.
4. Press sky on your Sky remote control.
5. Press 5, 0 then 1 for Sky News.
If you can watch Sky News without any problems, return to the channel on which you noticed the problem to see if it has been resolved.
6.Try a few channels at random to see whether the problem appears elsewhere.
If your freezing or frozen picture is not connected to a broadcast issue please try the following procedure.
Cordless telephone interference
Cordless telephones may interfere with your Sky box, so if your Sky TV picture is freezing or frozen, please try moving the telephone base unit further from your Sky box.
If you continue to have problems and your box is over a year old or you are a Sky Protect customer please contact us on 08444 810 255†. Alternatively if your box is under manufacturer's warranty please contact Sky on 08442 41 41 41†.
Step 1: Weather check
Extreme weather, such as torrential rain, heavy snowfall, electrical storms or gales can affect the digital signal being received by your Sky box and the quality of your picture. This should return to normal once the extreme weather conditions have passed unless there is snow on your Sky dish.
If the viewing difficulties continue during normal weather then please follow the procedures below.
Step 2: Check other channels (broadcast issue)
1. Using your TV remote control, turn to the channel you normally watch Sky on
2. Press select on your Sky remote control
3. Make a note of which channels are affected
4. Press sky on your Sky remote control
5. Press 5, 0 then 1 for Sky News.
If you can watch Sky News with no problems, return to the channel on which you noticed the problem. If it has been resolved, try a few channels at random to see whether the problem appears elsewhere.
Step 3: Reset the Low Noise Block (LNB)
1. Press services on your Sky remote control
2. Highlight 'System Setup' using the up/down arrows and press select
3. Press 0, then 1, then select
4. Press select again to access the LNB setup screen
5. Use up/down arrows to highlight LNB Power Supply
6. Use left/right arrows to change the setting to off
7. Use up/down arrows to highlight 22KHz command
8. Use left/right arrows to change to off
9. Use up/down arrows to highlight 'Save New Settings' and press select
10. Wait 10 seconds
11. Press select to access the LNB setup screen
12. Press the red button to reset the default settings
13. Using the up/down arrows, highlight 'Save New Settings' and press select
14. Press select to confirm that the settings have been reset.
The correct settings are:
15. Press sky to return to normal viewing. It may take 60 seconds for the picture to appear. If this issue is affecting the playback of recorded material, you will need to make a new recording to check whether this procedure has resolved the issue.
Step 4: Disconnect dish cables from Sky box
1. First you need to check if you have Sky Anytime on TV:
2. Switch your Sky box to standby and disconnect both dish cables from the sockets at the back. Wait 30 seconds before reconnecting.
Connection check procedure
If the on screen message (OSM): ‘No Satellite Signal' appears:
Press TV guide on your Sky remote control.
The message ‘Searching for listings' may be displayed before Channel 998 appears.
Tune to channel 105. If you see the message ‘Insert your Sky viewing card', remove and re-insert your viewing card into the slot marked ‘Sky viewing card'. Make sure that:
The arrow on the viewing card is facing in to the slot.
The gold chip on the viewing card is facing down.
"You cannot playback this recording"
We work continually to improve the function and performance of Sky+ and Sky+HD to meet and exceed your expectations. We're constantly improving the software inside your Sky box to enhance your experience and reduce the chance of errors.
Because we know that any failed recording is frustrating we endeavour to resolve issues as quickly as possible.
Rebuilding your planner is a simple process (taking just a few minutes) which may prevent future recording problems. Rebuild your planner.
"You cannot record this programme"
We work continually to improve the function and performance of Sky+ and Sky+HD to meet and exceed your expectations. We're constantly improving the software inside your Sky box to enhance your experience and reduce the chance of errors.
Because we know that any failed recording is frustrating we endeavour to resolve issues as quickly as possible.
Rebuilding your planner is a simple process (taking just a few minutes) which may prevent future recording problems. Rebuild your planner.
"Recording Interrupted"
We are working continually to improve the functionality and performance of Sky+ and Sky+HD to meet and exceed your expectations. As part of this ongoing work we aim to resolve technical issues by continually improving the service through future software updates.
We appreciate that any failed recording is frustrating and would like to reassure you that we are committed to resolving outstanding issues as quickly as possible.
If you see the on-screen message "Recording Interrupted", this means that the recording was unable to record because your Sky+HD box was disconnected to the mains during the recording or someone chose to cancel the recording before restarting it. It's possible to do this accidentally by choosing the wrong programme from the "Programme clash" warning screen. Follow our simple procedure to resolve this.
"Cancelled recording"
This means that the recording was either unable to record because your Sky box was not receiving power or someone chose to cancel the recording. It's possible to cancel a recording accidentally by choosing the wrong programme from the Clashed warning screen. If the programme has just started to record and is then selected for cancellation, it will appear in your planner as 'Failed - Cancelled.'
Rebuilding the planner may prevent this issue from happening again.
"Part-failed recording – scheduled"
This message will appear when the broadcaster has changed the transmission time, causing a clash with another programme. This is unavoidable and will occur very rarely.
"Part-failed recording – missed start"
This message will appear when either the broadcaster has changed the transmission time or a previously set recording has over-run. This message will also appear if you start the recording after the programme had started.
"Out of disc space"
If you see this message, please carry out the following procedures in turn until the issue is resolved.
"Part-failed recording – no satellite signal"
We're constantly improving the software inside your Sky box to enhance your experience and reduce the chance of errors.
Because we know that any failed recording is frustrating we endeavour to resolve issues as quickly as possible.
To try and resolve this issue follow the simple procedures outlined here.
"Part-failed recording – no viewing card"
This message will appear when the viewing card has been removed from your Sky box during a recording. Please make sure the card is securely in place at all times.
"Part-failed recording – upgrade required"
Only channels which are part of your current subscription package can be viewed and recorded. For information about upgrading your Sky subscription, please sign in or call Sky on 08442 41 41 41†
"Clashed or part-failed recording"
Your Sky box can only record one programme at a time, so you will see this error message if you attempt to record a programme that clashes with another programme already set up to record at the same time. If you try to record two programmes back-to-back and the first programme over-runs then the recordings will clash and you will see this error message. If you were watching another channel when your Sky box attempted to make the second recording, it will not take place. You may also see this message because the programme clashed with a series link. The series link only populates the next episode once the previous episode has recorded. Please see our procedures for further assistance with this issue.
"Part-failed recording - power cut"
If you see this message, it is likely that while the recording was taking place your Sky box was unplugged or switched off at the mains. If the Sky box was not unplugged or switched off at the mains, we are sorry that you experienced a failed recording.
We work continually to improve the function and performance of Sky+ and Sky+HD to meet and exceed your expectations. We're constantly improving the software inside your Sky box to enhance your experience and reduce the chance of errors.
We work continually to improve the function and performance of Sky+ and Sky+HD to meet and exceed your expectations. We're constantly improving the software inside your Sky box to enhance your experience and reduce the chance of errors.
Connection check procedure
1. Using the Sky remote control press the Standby button on your remote control to switch the set top box on to the red standby light.
2. Switch off the power supply or remove the plug at the mains socket and ensure that there are no lights illuminated on the front panel of the set top box.
3. Switch the TV onto standby and then switch off the power supply or remove the plug at the mains socket. Repeat this process for all other electrical appliances attached, for example, your DVD player.
4. Confirm there are NO lights remaining on the set top box or any connected equipment.
5. At the back of the set top box, individually check the dish input cable(s) are finger tight and any RF connections are seated correctly.
6. For each scart lead connected, remove the scart fully from the socket and then reseat the scart lead securely back into the scart socket.
7. Repeat this procedure with the SCART/RF connections at the back of the TV.
8. Switch the set top box power supply back ON at the mains socket and ensure the red standby light has appeared. For a standard Sky box, wait for 30 seconds after the red light has appeared.
9. Reconnect all other electrical appliances that were disconnected.
10. Turn on your TV as you would normally do.
11. Press the Sky button on the remote control to return the set top box to full power, confirming there is a green light illuminated on the box.
If the OSM: "No Satellite Signal" appears:
The message ´Searching for listings´ may be displayed before Channel 998 appears
Tune to channel 105. If you see the message ´Insert your Sky viewing card´, remove and re-insert your viewing card into the slot marked 'Sky viewing card'. Make sure that:
The arrow on the viewing card is facing in to the slot.
The gold chip on the viewing card is facing down.
Call our friendly
advisors on
08444 810 255†
or contact us online
†Calls cost up to 5.1p per minute plus a connection charge of up to 12.5p from a BT landline. Charges from other providers may vary. Information correct as of March 2011. © 2011 BSkyBLtd All Rights Reserved. Sky Protect is provided and administered by Domestic & General Services Ltd, Swan Court, 11 Worple Road, Wimbledon, London SW19 4JS. Registered in England and Wales. Company No: 1970780. © BSkyB Limited 2011. British Sky Broadcasting (registered in England & Wales as company no. 02906991) has its registered office at Grant Way, Isleworth, Middlesex TW7 5QD.
