The following guidance is to help you solve problems with satellite reception. Sky also offers Sky Glass, which is a platform that instead of using satellites to deliver services, uses your internet connection. If you need help with Sky Glass, go to .
If your satellite picture becomes frozen, pixelates or there is sound break up it is probably due to one of the following:the dish has moved, the cable is damaged, something is in front of the dish, it is raining very hard or there is snow in the dish or there is a known problem with the satellite platform.
Cables
Check all the cables between your TV equipment and satellite dish are connected securely. Try disconnecting and reconnecting the cables as this often works. While doing so, check none aredamaged or wet.
Reboot
Unplug your receiver from the mains and leave for 10 minutes. Turn it on again and see whetherthe problem has gone.
Dish has moved
There can be problems even if the dish ispointing only slightly in the wrong direction. Strong winds can cause this. The dish will need to be re-positionedcorrectly.
Dish Installation
Check whetherthe outside cable or connectors have any signs of damage, or whether they are loose or cracked as water can get into your aerial installation. Water will reduce the quality of the signal going through the cable and cause pixelation and loss of channels. See our help guide on cables and water ingressfor further information
Obstructions
Anything in front of the dish, for example a tree, will weaken the satellite signal. Check whetheranything has appeared in front of the dish recently.
Heavy Rain
Very hard rain has the potential to stop or weaken the satellite signal.Wait for the rain to stop and the problem should go away.
Snow
If snow builds up in the satellite dish then this will stop or weaken the signal. If safe to do so, clear the dish of snow or wait until it thaws.
Help Guides
We have a number of help guides on satellite television in our help guide section.
Works & Warnings
Check ourWorks and Warnings pageto see if there any known technical problems.
Satellite platform providers
If the problem persists,you should seek the advice of a qualified installer.We cannot recommend individual Installers. However the is a recognised trade body which will be able to put you in touch with one of their members in your area. Alternatively, you can ask your platform provider, or , for help.
