Fix problems with 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.

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 On Demand setup guide:

Set up On Demand

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 Broadband Network Connection.
6. Press the left/right arrow buttons to change the setting to On.
7. Press the green button to save the settings.

• Wired connections

  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.

  

  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.

• Wireless connections

  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 AES to TKIP) by reconfiguring your router using instructions provided by your ISP.
  7. The Wireless Connector supports wireless standards 802.11b and 802.11g. If you have an 802.11n router, make sure it is working in b/g/n mode to ensure it is compatible with the Wireless Connector.