SKY HELP & SUPPORT: Choose a category

FAQs
HOW-TOs

FREQUENTLY ASKED QUESTIONS:

eSOA

Electronic Statement of Account (eSOA)


  1. Statement of Account - Printed Statement of Account that is delivered via courier to your billing address
    *Note: Starting May 1, 2017 a Php20.00 charge per delivery will be applied to NEW One SKY, SKYbroadband and SKYcable subscribers in Metro Manila.
  2. Electronic Statement of Account – Statement of Account that is sent electronically to your email (FREE)
It is the Statement of Account sent electronically via email.
Environmentally friendly
  • Help reduce paper consumption and gas emissions from courier delivery vehicles.
Convenience
  • View your Electronic Statement of Account securely via your laptop, mobile phone or tablet anytime and anywhere!
Assured on time delivery
  • Get Electronic Statement of Account quickly. Avoid any physical delivery delays caused by circumstances such as inclement weather and accidents.
  1. Subscribers with One SKY, SKYbroadband and SKYcable accounts.
  2. Subscribers with SKYmobi are NOT yet qualified due to current system limitations. Rest assured that this will be addressed.
To enrol, please follow the steps:
 
  1. Go to MY ACCOUNT and login with your mySKY ID.


     
  2. View the Bills & Payment section to enrol


     
  3. Confirm by clicking OK

There should be only one (1) email address.
You may change your email address anytime provided that you notify SKY via: *Note that you will be asked to verify your subscriber details prior to changing the email address.
  • Yes for One SKY, SKYbroaband and SKYcable subscribers. You may cancel your enrollment and choose to have your Statement of Account delivered to your billing address provided that you notify SKY via:
    • Email SKY at skyserves@mysky.com.ph
    • Call your local SKY office. Visit mysky.com.ph/locations
      *Note: Starting May 1, 2017 a Php20.00 charge per delivery will be applied to NEW One SKY, SKYbroadband and SKYcable subscribers in Metro Manila.
  • No for SKYDirect subscribers.
By charging for the Statement of Account delivery, we are encouraging subscribers to move to an environmentally friendly alternative to help reduce paper consumption and gas emissions from courier delivery vehicles.
We are moving towards implementing the same charges for Statement of Account delivery to existing SKY Subscribers in quarter 2 of 2017.
Please do the following:
  • Make sure that your email inbox is not full.
  • Check all your folders.
  • Disable the auto-junk setting in your email.
  • Add SKY to your safe senders list.

iRecord

iRecord


No. This iRecord model can only support recording of one channel at a time. But one can schedule a recording while recording an ongoing show.
No. The recorded shows in your hard drive can only be played in the iRecord you used to record a show.
The recommended hard drive size is 320 GB and up for optimal recording and playback.
It is recommended to turn off the switch/pull out the power plug at the back panel before pulling out the hard drive to protect the hard drive from damage.
Press Menu then choose iRecord then select Photo Viewer.
Press Menu then choose iRecord then select Music Player.
Download your iRecord Quick Start Guide here:
Metro Manila
Regional Areas
 

HOW-TOs (Troubleshooting Guide):

Cable Troubleshooting

Check if your payment is up to date.
  • Login to your account to check on your current balance and payments.
Check the channel line up of your subscribed package
  • Go to plans and bundles to check on the available channels of your current package.

Check the cable connections
  • Check the cable if properly connected to the RF input of the digital box.
Check your TV Source
  • Go to your TV settings and check if the TV source, input, or AV is in the correct mode depending on where you plugged the digibox.
  • It could be that your Source setting is incorrect.

Check your Smart Card
  • Remove the Smart Card from the digibox and wipe the Gold Chip with a dry cloth.
  • Insert back the Smart Card and turn on your digibox again.

Broadband Troubleshooting

These steps explain the possible causes and troubleshooting steps that may help resolve the No Internet Connection issue.

Step 1

  1. Check if the cable modem's "Cable" or "Online" LED is steady ON.
    1. If it is OFF or blinking, make sure that the Coaxial and Power cable at the back of the cable modem are properly connected.
    2. If it is still OFF or just keeps blinking, please contact SKYbroadband Support for further assistance.
    3. If it turns ON but is still unable to connect to the Internet, please continue on following the steps below.
  2. Check if there's any loose connection or damaged cable from the modem to the affected computer and/or third-party router. Replace cables if necessary.
  3. Restart the third party router and/or the affected computer/device. If you're connecting through WiFi, make sure that the computer's WiFi adapter is enabled and the physical WiFi switch is turned ON.
    Note: If you're using a third-party router, please try connecting the affected computer directly to the Cable Modem using a good/working Ethernet cable (wired). This will isolate any possible networking device issue.
  4. If same issue persists, please proceed to Step 2.

Step 2

  1. Check the computer's network status and make necessary changes if needed.
    Note: Network status icon is usually found on the computer's system tray. Clicking or right-clicking on it will give us options on checking and changing the settings. Make sure that the Network Adapter is enabled and the status is Connected.
  2. If it shows Connected, open an Internet browser (e.g. Internet Explorer, Google Chrome, etc.) and browse popular websites (e.g. Yahoo.com, Google.com, etc.) to check if the issue is still present.
  3. If possible, you may also check if you will get same result when using other Internet browsers and computers.
  4. You may also contact SKY Broadband Support for further assistance.

These steps explain the possible causes and troubleshooting steps may help resolve slow or intermittent Internet Connection issue.

  1. To get accurate test results, temporarily disconnect other devices or users connected to the network. If possible, use a computer that can be connected to the cable modem using an Ethernet (Patch/Ethernet) cable.
  2. Restart the cable modem by disconnecting it from the power source for 10 seconds. Restart the computer or device as well.
  3. Once the computer is connected to the Internet, open a web-browser (e.g. Internet Explorer, Safari, Google Chrome, etc.).
  4. Go to www.speedtest.net and select Metro Manila server Hosted by SKYbroadband to test your connection speed. speedtest
  5. If the speedtest result is normal (Example: 2.0+ Mbps for a 3Mbps Plan), try accessing websites such as www.yahoo.com or www.youtube.com and observe the connection.
  6. If possible, check if you will get same result when using other web-browser and computer.
  7. If the issue still persists, please contact SKYbroadband Support for further assistance.

  • If the issue happens on a SINGLE computer in the network, you can have that device checked by a qualified computer technician.
  • If the issue happens ONLY when connected through WiFi, it could be due to interference with other wireless device/s (e.g. cordless phone, microwave oven, remote controlled device, etc.) or faulty networking equipment (e.g. Router, LAN Card, etc.).

SKYdirect Troubleshooting

  1. Check Signal Level & Quality Level
    • Go to Menu > Scan Channels > Auto Scan (do not press "OK").Check the Signal Level & Quality Level if it is fluctuating or too low. Quality level should be stable & above 80%.
    • If signal is below 80%:
      • Weather can also sometimes affect signal levels, or objects blocking the dish.
      • Check the dish assembly if it was visibly dislocated or moved from its original position.
        (Note: A slight drift from the Dish and LNB original position can cause signal loss. Re-align the dish if the user is capable or call customer service for support.)
  2. Check LNB Power
    • Go to Menu > Scan Channels > Scan Channels > LNB Setting > LNB Power.
    • LNB power should indicate ‘ON’.
      (Note: For user with two (2) or moredigiboxes, LNB power should only be “turned ON” on the STB powering the LNB (usually the main outlet or the one nearest the SKYdirect dish)
  3. Check the cable connections
    • Check any loose connection or damaged cables. Replace cables if necessary.
    • Check the cable if properly connected to the RF input of the digital box.
  4. Check your TV Source setting (“No Signal” message displayed on TV)
    • Go to your TV settings and check if the TV source input (HDMI or composite), or AV is in the correct mode depending on where you plugged the digibox.
    • It could be that your Source setting is incorrect.
  1. For postpaid subscribers - Check if your payment is up to date.
    • Login to your account to check on your current balance and payments or,
    • Text BILL <space> Account Number and send to 23662.
  2. For prepaid subscribers - Check your remaining balance.
    • Text SKYBAL <space> Box ID and send to 23667 to check validity of your prepaid plan.
  3. Check the channel line-up of your subscribed plan.
    • Go to the SKYdirect page to check on the available channels of your current plan.