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Fix problems with Sky TV on demand

In order to access the full library of Sky programmes through On Demand, you will need to connect a compatible Sky+ box to your broadband router.

On Demand

Note: Customers with Thomson boxes, older Sky+ boxes (white boxes) and Digiboxes (black or white) will not get On Demand or Catch Up services. If you are unsure which Sky+HD box you have, press services on your Sky remote and scroll right to Settings. Press select and then scroll right to Details and check the version number. Thomson boxes have a version number of 4E30.

If you haven't already done so, take a look at our guide to connecting your Sky box to your broadband router:

Connect your Sky box to your broadband router

If you're having problems setting up On Demand, the following checklist should help you find out where the problem lies.

Is your broadband working?

Make sure that you have a broadband connection by checking that web browsing works on any device that's already connected to the router. If you're unable to browse, you'll need to resolve this before continuing with On Demand setup. If you're a Sky Broadband customer, take a look at Sky Broadband help. If you receive broadband from another provider, you may need to contact them for assistance.

Is your Sky+ box's broadband network connection turned on?

  1. Using the Sky remote, press the services button.
  2. Press the select button.
  3. Press the left/right arrow buttons to highlight Customise.
  4. Press the select button.
  5. Press the down arrow button to highlight Enable On Demand Downloads (this may appear as Broadband Network Connection on certain boxes).
  6. Press the left/right arrow buttons to change the setting to On.
  7. Press the green button to save the settings.
  • Wireless Connector

    These instructions are for fixing problems with the set up of On Demand with your Wireless Connector. If your connector has Wireless Connector MINI written on the front, please select the Wireless Connector MINI tab.

    Wireless connection

    Is the Wireless Connector's power light on?

    Check that the power adaptor is connected to the Wireless Connector and to a wall socket, and that both the Wireless Connector and wall socket are switched on.

    Is the Wireless Connector's Ethernet light on?

    Check that the supplied Ethernet cable is firmly connected to both the green port on the Wireless Connector and the green port on your Sky+ box.

    If the Ethernet light doesn't come on, the following "loop" test can determine whether the Ethernet cable is faulty. If you have two available Ethernet ports on your router, connect both ends of the Ethernet cable into these ports to create a small loop. If both Ethernet port lights come on, the cable is fine – if not, the cable needs to be replaced. Cables supplied by Sky have a 12-month warranty and can be replaced free of charge; otherwise, you will need to purchase a replacement Ethernet cable.

    If the loop test confirms that the Ethernet cable is working but the Ethernet light on the Wireless Connector still doesn't come on, the problem lies with either the Wireless Connector or your Sky+ box. In this case, please contact us so that we can assist you.

    Is the Wireless Connector's Wireless Network Activity light on?

    Follow these steps to ensure that you have established a connection with your wireless network:

    1. Using the Sky remote, press the services button.
    2. Press the left/right arrow buttons to highlight Settings.
    3. Press the select button.
    4. Press the left/right arrow buttons to highlight Network.
    5. Press the select button. You will be shown a list of available wireless networks.
    6. Press the up/down arrow buttons to highlight your wireless network.
    7. Press the select button.
    8. Enter your wireless network password using the number buttons on the Sky remote (there's more on how to do this in the "Entering your wireless network password" section below).
    9. Follow the onscreen instructions to save the changes made.

    Entering your wireless network password

    When you try to connect to your wireless network, you will be prompted for your router's wireless network password. You can usually find this printed on the base or back of your wireless router.

    The Sky remote's number pad is used to enter the letters, numbers and any other special characters that make up your wireless network password. Remember that passwords are usually case sensitive, so it's important to use the right combination of uppercase and lowercase letters.

    Repeated pressing of a number button on the remote will cycle through that button's characters. For example, repeated pressing of number 3 will cycle through this list: D, E, F, 3, d, e, f.

    Special characters such as the dollar ($) symbol can be entered by repeated pressing of the 0 button.

    After a few seconds, each character entered is converted into an asterisk (*) onscreen. This is a security measure to stop anyone else from seeing your password while you enter it.

    Wireless network tips

    Improve your On Demand experience by taking steps to improve your wireless network's signal strength:

    1. Make sure any sources of interference are removed, either by moving them or your wireless router. These may include cordless telephones, fax machines, microwaves, mobile phones, central heating and anything that can use wireless signals, e.g. doorbells, motion sensors.
    2. Adjust the wireless router's location to avoid physical objects that block signals, particularly metal or water-based materials.
    3. Put the wireless router high up on a shelf and away from other electrical appliances.
    4. Avoid placing the wireless router near windows, in order to reduce signal interference from outside.
    5. Change the router's wireless "channel" to avoid interference from your neighbours' networks.
    6. If you cannot connect to your own wireless network, consider trying different security schemes (e.g. change from WEP to WPA) by reconfiguring your router using instructions provided by your ISP.
  • Wireless Connector MINI

    These instructions are for fixing problems with the set up of On Demand with your Wireless Connector MINI. If your connector doesn't have Wireless Connector MINI written on the front, please select the Wireless Connector tab.

    On Demand Connector MINI

    Is the On Demand Connector MINI’s power light on?

    The On Demand Connector MINI only works with the latest Sky+HD boxes.

    Check if you have a compatible Sky box and the latest software:

    1. Using your Sky remote, press services.
    2. Press 0, then 3 to view System Details.
    3. Make a note of the Version Number.

      Box version numbers beginning with 4F31 (Amstrad DRX890 or DRX895) are compatible with the On Demand Connector MINI.

      Box version numbers beginning with 4F30(Amstrad DRX780), 9730 (Samsung) or 9F30 (Pace) need the On Demand Connector and not the On Demand Connector MINI.

    4. The Model Number listed should be R007 or higher. If you don't have the latest software go to our Help Forum article on Updating the software on your Sky+HD box for more help.

    Reboot your Sky+HD box

    Make sure you have rebooted your Sky+HD box with your On Demand Connector MINI plugged into the rear USB port of your Sky+HD box.

    1. Turn off your Sky+HD box by switching it off at the mains.
    2. Plug in the large end of the black USB cable into the USB port on the back of your Sky+HD box. The smaller end goes into the back of your On Demand Connector MINI.On Demand Connector MINI connected to a Sky+HD box

    3. Turn on your Sky+HD box at the mains.
    4. Wait two minutes before switching it back on from standby mode by pressing the sky button on your Sky remote and then select any channel.

    Is the On Demand Connector MINI's Wireless Network Activity light on?

    Once your On Demand Connector MINI's power light is on, follow these steps if you still can't connect to your broadband router.

    1. Using the Sky remote, press services, 0 then 5 to show your Network settings.
    2. You should see three options for connecting to your broadband router:

      Three options for connecting to your broadband router

    3. If you have already tried to connect to your broadband router, then you may see the status of your connection on the screen. Press red on your Sky remote to reset and display the three options.
    4. If you still cannot see three options for connecting to your broadband router, then check whether the On Box Wireless Support setting is turned ON:

      On Box Wireless Support

      Using the Sky remote, press services, 0, 0, 1 then select.

      If the On Box Wireless Support is showing as OFF then switch this to ON and press green to save.

      If the On Box Wireless Support is showing as ON then switch this to OFF and press green to save. Then switch the setting back ON and again press green to save.
    5. If you're still having difficulties, try rebooting your Sky+HD box:

      Turn off your Sky+HD box by switching it off at the mains.

      Wait at least 60 seconds.

      Turn on your Sky+HD box at the mains.

      Wait two minutes before switching it back on from standby mode by pressing the sky button on your Sky remote.

    6. Once you can see three options for connecting to your broadband router, follow the steps in our Set up on Demand article to connect to your broadband router.

    Entering your wireless network password

    When you try to connect to your wireless network, you will be prompted for your router's wireless network password. You can usually find this printed on the base or back of your wireless router.

    The Sky remote's number pad is used to enter the letters, numbers and any other special characters that make up your wireless network password. Remember that passwords are usually case sensitive, so it's important to use the right combination of uppercase and lowercase letters.

    Repeated pressing of a number button on the remote will cycle through that button's characters. For example, repeated pressing of number 3 will cycle through this list: D, E, F, 3, d, e, f.

    Special characters such as the dollar ($) symbol can be entered by repeated pressing of the 0 button.

    Wireless network tips

    Improve your On Demand experience by taking steps to improve your wireless network's signal strength:

    1. Make sure any sources of interference are removed, either by moving them or your wireless router. These may include cordless telephones, fax machines, microwaves, mobile phones, central heating and anything that can use wireless signals, e.g. doorbells, motion sensors.
    2. Adjust the wireless router's location to avoid physical objects that block signals, particularly metal or water-based materials.
    3. Put the wireless router high up on a shelf and away from other electrical appliances.
    4. Avoid placing the wireless router near windows, in order to reduce signal interference from outside.
    5. Change the router's wireless "channel" to avoid interference from your neighbours' networks.
    6. If you cannot connect to your own wireless network, consider trying different security schemes (e.g. change from WEP to WPA) by reconfiguring your router using instructions provided by your ISP.
  • Sky+HD box with Wi-Fi

    These instructions are for fixing problems with the set up of On Demand with your Sky+HD box with built in Wi-Fi. If you're not sure whether your box has built in Wi-Fi, check if there is a WPS button on the front of the box. If not, you'll need a Wireless Connector or an On Demand Connector MINI to connect your box to your broadband router.

    Reset the wireless settings of your Sky+HD box

    1. Using the Sky remote, press services, 0 then 5 to show your Network settings.
    2. You should see three options for connecting to your broadband router:

      Three options for connecting to your broadband router

    3. If you have already connected your box to your broadband router, then you may see the status of your connection on the screen. Press red on your Sky remote to reset and display the three options.
    4. If you still cannot see three options for connecting to your broadband router, then check whether the On Box Wireless Support setting is turned ON:

      On Box Wireless Support

      Using the Sky remote, press services, 0, 0, 1 then select.

      If the On Box Wireless Support is showing as OFF then switch this to ON and press green to save.

      If the On Box Wireless Support is showing as ON then switch this to OFF and press green to save. Then switch the setting back ON and again press green to save.
    5. If you're still having difficulties, try rebooting your Sky+HD box:

      Turn off your Sky+HD box by switching it off at the mains.

      Wait at least 60 seconds.

      Turn on your Sky+HD box at the mains.

      Wait two minutes before switching it back on from standby mode by pressing the sky button on your Sky remote.

    6. Once you can see three options for connecting to your broadband router, follow the steps in our Set up on Demand article to connect to your broadband router.

    Entering your wireless network password

    When you try to connect to your wireless network, you will be prompted for your router's wireless network password. You can usually find this printed on the base or back of your wireless router.

    The Sky remote's number pad is used to enter the letters, numbers and any other special characters that make up your wireless network password. Remember that passwords are usually case sensitive, so it's important to use the right combination of uppercase and lowercase letters.

    Repeated pressing of a number button on the remote will cycle through that button's characters. For example, repeated pressing of number 3 will cycle through this list: D, E, F, 3, d, e, f.

    Special characters such as the dollar ($) symbol can be entered by repeated pressing of the 0 button.

    Wireless network tips

    Improve your On Demand experience by taking steps to improve your wireless network's signal strength:

    1. Make sure any sources of interference are removed, either by moving them or your wireless router. These may include cordless telephones, fax machines, microwaves, mobile phones, central heating and anything that can use wireless signals, e.g. doorbells, motion sensors.
    2. Adjust the wireless router's location to avoid physical objects that block signals, particularly metal or water-based materials.
    3. Put the wireless router high up on a shelf and away from other electrical appliances.
    4. Avoid placing the wireless router near windows, in order to reduce signal interference from outside.
    5. Change the router's wireless "channel" to avoid interference from your neighbours' networks.
    6. If you cannot connect to your own wireless network, consider trying different security schemes (e.g. change from WEP to WPA) by reconfiguring your router using instructions provided by your ISP.
  • Wired

    Is the Ethernet cable working?

    Check that the Ethernet cable is firmly connected to both your broadband router and the green port on your Sky+ box.

    Wired connection

    The following "loop" test can determine whether the Ethernet cable is faulty. If you have two available Ethernet ports on your router, connect both ends of the Ethernet cable into these ports to create a small loop. If both Ethernet port lights come on, the cable is fine – if not, the cable needs to be replaced. Cables supplied by Sky have a 12-month warranty and can be replaced free of charge; otherwise, you will need to purchase a replacement Ethernet cable.

    If the loop test confirms that the Ethernet cable is working, the problem may lie with your Sky+ box. In this case, please contact us so that we can assist you.