frequently asked questions

This section of our site has been designed to help with the most common problems. Using these FAQs will help you to decide the fastest and most efficient course of action .

Sky Digital Services

Q: Why can’t I get the same channels as back home?
A: The Canary Islands are on the very edge of the Sky digital transmissions. To get any channels requires a bigger satellite dish than the UK or Ireland. There is a play off of channels to dish size. The bigger the dish the more channels you can get. For the UK BBC and ITV channels a dish of 3 meter diameter is required.

Q: Can I get Irish Sky in the Canaries.
A: Due to restrictions on getting Irish authorised viewing cards we regret we are not able to provide the Irish version of Sky, however we do provide many Irish customers with Sky TV from the UK.

Q: What is Sky Plus and what do I need?
A: Sky plus makes recording programs the easiest it has ever been. No tapes or DVD discs are required, everything is recorded in the Sky box. For full details click here.

Q: I want to change the payment method for my Sky Subscription.
A: If you pay your Sky subscription by Credit Card and the card is about to expire, or you pay by Direct Debit and you are changing banks then you need to let us know so we can update the information and ensure you Sky viewing is not interrupted. Contact Digital Dave giving details of your 9 digit viewing card number at least 72 hrs before the payment details are due to change. Please do not leave details of your Credit Card – we will contact you for these.

Your Digibox receiver

Q: The message "searching for listings" is stuck on the screen.
A:Take sensible precautions to prevent risk of electric shock. Remove your viewing card. Put your Digibox in standby. Unplug the box at the mains for at least 2 minutes. While unplugged, wipe the gold contacts of the card carefully with a dry tissue to remove any static build-up. (Note: use a tissue, not a jumper!) Switch the mains back on. Allow the box to restart which takes about 20 seconds. Insert viewing card when prompted. This cures most common problems. If this does not solve the issue repeat the process but leave for 5 minutes. Ensure the box is back on and wait for it to initialise. If this fails contact Digital Dave.

Q: I get a blue screen and banner at the bottom of my screen with no picture what should I do?
A: Take sensible precautions to prevent risk of electric shock. Remove your viewing card. Put your Digibox in standby. Unplug the box at the mains for at least 2 minutes. While unplugged, wipe the gold contacts of the card carefully with a dry tissue to remove any static build-up. (Note: use a tissue, not a jumper!) Switch the mains back on. Allow the box to restart which takes about 20 seconds. Insert viewing card when prompted. This cures most common problems. If this fails contact Digital Dave.

 Q: Why does my Digibox say no signal is being received?
A: This can be for several reasons. The most common is that the channel you are trying to watch is not available in the Canaries. Change to a channel you know is available (check our channel list in the Sky Packages section of our website). Sometime during or just after heavy rain the box will say no signal is being received on every channel. Give the dish time to dry out and try again.

If the ‘no signal is being received’ message persists on every channel contact Digital Dave.

Q: My television picture has frozen on the screen.
A: Take sensible precautions to prevent risk of electric shock. Remove your viewing card. Put your Digibox in standby. Unplug the box at the mains for at least 2 minutes. While unplugged, wipe the gold contacts of the card carefully with a dry tissue to remove any static build-up. (Note: use a tissue, not a jumper!) Switch the mains back on. Allow the box to restart which takes about 20 seconds. Insert viewing card when prompted. This cures most common problems. If this does not solve the issue repeat the process but leave for 5 minutes. Ensure the box is back on and wait for it to initialise. If this fails contact Digital Dave.

Q: My remote control will does not work the Digi Box.
A: Replace the remote control batteries within 10 minutes ensuring they are correctly inserted then take sensible precautions to prevent risk of electric shock and unplug the Digibox from the mains electricity supply for approx: 2 minutes and then reconnect. If this does not solve the issue recheck the batteries are inserted the correct way round. If the controller still fails contact Digital Dave.

Q: My remote control will not work the TV.
A: First press TV on the Digi Box remote then try to switch off the TV, if the TV does not switch off it may be that your remote has lost the code for your make of TV , typically this happens if the batteries have been out of the remote for more than 10 minutes. For instructions on how retrain the remote to operate you TV refer to your instruction manual or click here

Q: I can't get sound and/or picture.
A: This typically this happens if the cables at the rear of the TV or Digibox have been disturbed. Take sensible precautions to prevent risk of electric shock. Check that the SCART lead is fully pushed in the back of the TV and the back of the Digibox. If you have the digibox connected to a Hifi ensure that these leads are correctly inserted. If the problem persists contact Digital Dave.

Q: My Pay Channels are not in the TV guide list.
A:Go to channel 998, when a message No "Satellite Signal is being received" appears go to channel 999, wait for message "Insert Viewing card", remove your viewing card from the DigiBox and reinsert it correctly in the bottom slot . If the problem persists contact Digital Dave.

Q: I have noticed my Sky box operating unusually and sometimes won’t switch on.
A: Before attempting this fix you must ensure you have a good Sky signal or your can damage you Sky Digibox. If you have any doubts please contact Digital Dave. Find the ‘back up’ button on the front panel of your Digibox (not on the remote). Take sensible precautions to prevent risk of electric shock. Unplug your Digibox from the mains supply at the wall then press and hold the ‘back up’ button on the front of the DigiBox. Plug the box back in still holding the back up button, when all lights come on release the button and wait approx 20 minutes then press the Sky button on your remote to switch back on. If the problem persists repeat the operation one more time. If the box still behaves erratically or more problems occur then contact Digital Dave.

Q: I used to have a channel but I can’t find it now.
A: Sometimes channels available in Nothern Europe will disappear from the Canaries. We try to maintain a list of current channels in the Sky Packages section of our website. If the channel you are looking for is not on the list then its no longer available in the Canaries. Check out this list as new channels become available all the time.

Your Subscription and Viewing card

Q. My pay channels say to upgrade my subscription to I need to call.
A: This means that Sky has discontinued your subscription for some reason, please DO NOT call sky, contact Digital Dave giving details of your 9 digit viewing card number we will get back to you as soon as possible.

Q: I have the message "This viewing card is not authorised."
A: Sky need to activate your viewing card DO NOT call sky, contact Digital Dave, please leave a message with 9 digit viewing card, we will get back to you as soon as possible.

Q: My Pay Channels are not in the TV guide list.
A: Go to channel 998, when a message No Satellite Signal is being received appears go to channel 999, wait for message Insert Viewing card, remove your viewing card from the DigiBox and reinsert it correctly in the bottom slot. If the problem persists contact Digital Dave.

Q: My screen says that I am using the wrong viewing card.
A: Each viewing card is matched to a particular Sky box, if you have changed your Digibox or trying to use someone else’s card in your box then the Digibox needs to be matched to the card. This is only done as a permanent measure. If you need to do this please contact Digital Dave, DO NOT call Sky.