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HOW-TOs (Troubleshooting Guide):

SKYcable Troubleshooting

To restore your SKY On Demand box from the reboot, you will need to do a basic reset to restore your box to factory setting.

  1. Restart the box by turning the box off and on from the rear panel’s power switch. Blue screen with SKY logo will appear.
  2. When black screen or "no display" appears on the screen, wait for the red power icon on the box's LED display to blink (around 15 seconds), then press the “arrow down” key found on the front panel of the box for two seconds.
  3. Immediately press keys: “2”, “4”, “8”, “5” on your remote control.
  4. The LED display on the front panel will change to “FACT” signifying that the box has been reset to factory settings.
  5. The box will resume boot-up. When the channel scan pop-up message appears, press OK to scan channels.

If this fails to resolve the issue, you may need to do a more comprehensive reset.

Step 1: Download the Digibox Software Update

  1. Prepare a USB flash drive and check its file system.
    1. Plug it into your PC and check storage details under Removable Stage. It should have at least 100MB free space.
    2. Right-click on the "USB Drive” icon then select “Properties” to see the file system of the USB.
    3. This File system has to be “FAT32”. If it is, proceed to download; otherwise, you need to reformat the USB.
  2. From your PC's browser, download the new SKY On Demand Box software at https://drive.google.com/open?id=1MLdeFtGmClbCm0tjIX9hOiF-w0Mfx0sr
    1. Unzip the downloaded file: MR100_V6.1_rel.zip then save/ transfer filename: “INSPUR_9642C_UPDATE.DAT” to USB drive directly (it should be in the default directory of the USB drive, don’t save/transfer it inside a folder of the USB drive).
    2. The unzipped file is “INSPUR_9642C_UPDATE.DAT” shall be the software to be loaded to your SODv2 box.

Step 2: Update your SKY On Demand Box's Software

  1. Insert the device into the USB port of your SKY On Demand Box
  2. Simultaneously press the box's "POWER ON" switch at its rear panel and the "CHANNEL UP" button (in the middle of the front panel).
  3. Release the buttons when "Starting Loader" appears on your TV screen.
  4. Your TV screen will display "USB UPGRADE" along with a status bar of the software upgrade. While the upgrade is in progress, do not turn off your box.

Step 3: Reset your YouTube App

  1. Make sure that the box is connected to WiFi or LAN.
  2. Launch the YouTube App using the "YOUTUBE" button on your remote control.
  3. Skip "SIGN IN" and select "SETTINGS."
  4. Go to "Reset App" and press "OK."
  5. Press "OK" to continue reloading the app. Once the app reset is done, it will return to the Sign In screen.

If troubleshooting does not work, you may do either of the following:

It may be time to have your box replaced. Here's what you need to look out for:

  1. Indicators in Display
    • No red light on standby mode
    • No clock display

      LED Display

  2. Damaged Power Adaptor
    • No 12v Output
    • With damaged or excessively twisted cable
    • With damaged or loose power adaptor

      power adaptor

  3. System Interruptions
    • stuck on reboot
    • interrupted software update

      boot up screen

If any of these symptoms are present, please contact SKY at mysky.com.ph/contact-us to request for a box replacement.

 

 

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.

In some cases you may need to refresh your cable box. To do so, you can click on the button below to go to the myAccount page(you need to be signed in to refresh your cable box). Click on My Tasks, and then click on Refresh Box on the menu on the left side of the page.

Refresh cable box

You may also refresh your box using the mySKY App. Open the app, select your CABLE account, then tap "Refresh" beside the box you want to refresh.

 

 

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.

SKY Fiber 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.
 

FREQUENTLY ASKED QUESTIONS:

eSOA

Electronic Bill (SKY e-Bill)

  1. Statement of Account - Printed Statement of Account that is delivered via courier to your billing address
  2. Electronic Bill - 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 e-Bill securely via your laptop, mobile phone or tablet anytime and anywhere!
Assured on time delivery
  • Get e-Bill 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 enroll, 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:
  • No for SKYDirect subscribers.
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:
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