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 Sky Glass Support.

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 are damaged or wet.

Reboot

Unplug your receiver from the mains and leave for 10 minutes. Turn it on again and see whether the problem has gone.

Dish has moved

There can be problems even if the dish is pointing only slightly in the wrong direction. Strong winds can cause this. The dish will need to be re-positioned correctly.

Dish Installation

Check whether the 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 ingress  for further information

Obstructions

Anything in front of the dish, for example a tree, will weaken the satellite signal. Check whether anything 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 our Works and Warnings page to 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 CAI (Confederation of Aerial Industries) 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, Sky or Freesat, for help.