Q: My box is not turning on

Our 4K Set Top Box has a light indicator</strong></a> to let you know what mode your box is in. If there is no light displaying on your box, this may indicate that the power adapter is not connected properly. </p> If there is no light indicator on your box, check the power adapter is plugged into the wall, with the wall socket switched on. Also check the connection of the power adapter to your Freesat Box.</p> If the connection is secure but your Box still isn't turning on, or there is no light showing on your Box, this may indicate another issue. Please contact us</a> to help get this issue resolved as efficiently as possible. </p>

Question 1

I'm having trouble connecting to wireless network

Accepted Answer

This may be an issue with your wireless network itself, so we recommend you first check that any other devices connected to the same wireless network network are not facing the same issue.

If they are, then it is best to contact your internet service provider. If the wireless network appears to be working correctly on other devices, we recommend you restart your Freesat box. This can be done by holding down the power button for 5 seconds.

If your box still doesn't connect to your wifi network after a restart, try connecting to the internet using an Ethernet cable (not supplied).

Question 2

My box is not turning on

Accepted Answer

Our 4K Set Top Box has a light indicator to let you know what mode your box is in. If there is no light displaying on your box, this may indicate that the power adapter is not connected properly.

If there is no light indicator on your box, check the power adapter is plugged into the wall, with the wall socket switched on. Also check the connection of the power adapter to your Freesat Box.

If the connection is secure but your Box still isn't turning on, or there is no light showing on your Box, this may indicate another issue. Please contact us to help get this issue resolved as efficiently as possible.

Question 3

What does the light on my box mean?

Accepted Answer

Our 4K Freesat Set Top Boxes display different lights on the front of the box. This tells you which mode your box is in. Below is a guide to what the coloured lights represent.

The Blue Light

Your Set Top Box is on

The Purple Light

Your Set Top Box is transitioning between standby and on

The Red Light

Your Set Top Box is in standby mode

No Light - if there is no light showing on the front of your Set Top Box, this means there is no power going to your box. Please check your power connection. Visit My Box Isn't Turning On guide for further assistance.

Question 4

My signal is poor. What can I do?

Accepted Answer

The first thing to check is the satellite cables are correctly inserted into your Freesat Box and haven’t come loose.

If the cable connection is okay, there may be interference causing the signal issues such as scaffolding or trees.

If you are still experiencing poor signal, then it might be an issue with the satellite dish itself. You may want to consider getting an installer to check it.

Question 5

How do I complete a channel scan?

Accepted Answer

While new channels should appear in your TV Guide automatically, if you cannot find a newly launched channel on your Freesat TV Guide you may want to complete a manual channel scan. Similarly, if you have recently moved house you may want to do a manual channel scan to set your new local channels.

To complete a channel scan follow these simply steps:

Navigate to the Settings section
Choose Freesat Channels
Click Channel Scan and then Begin Channel Scan

Question 6

I can’t find the channel I am looking for

Accepted Answer

There are a few potential reasons as to why you cannot find a channel on your Freesat Set Top Box.

1 – The channel may not be available on the platform. For the latest list of channels and on-demand players available on Freesat, visit our channels page.

2 – Try restarting the box. You can do this by holding down the Power Button on the Set Top Box for 5 seconds

3 – The signal may have dropped. In this instance, check that the satellite cables haven’t come loose from the back of the box. If they haven’t, you can run a Signal Test by going to Settings – System Information – Signal Strength. If the signal is good, we'd recommend performing a channel scan. You can do it in Settings – Freesat Channels – Channel Scan

Question 7

Why does my box squeak?

Accepted Answer

While in standby your Set Top Box will regularly check for updates issued by Freesat to fix bugs and introduce new features. When it finds a new update your Box will automatically restart to install it.

During this process you may hear a short squeak and notice that the light on the front of your Box changes colour. This is completely normal and nothing to be concerned about.

Once the update is complete your Box will operate as normal and the sound should subside. If you continue to hear unusual or unexpected sounds from your box please contact our customer team for further support.

Question 8

What do I do if my box is overheating?

Accepted Answer

If your 4K Set Top Box hard drive starts to get too hot it will display a message on your TV screen to let you know.

If your box is located in a closed cupboard or there is something on top / around it you may wish to re-position it so that it has enough space to ensure there is adequate ventilation to stay cool.

If the temperature of your hard drive continues to rise it will automatically turn off to prevent it from overheating, and let you know via an on screen prompt.

Once your hard drive has switched off, you will still be able to use your Set Top Box to watch live TV and on-demand services, but won’t be able to make use of smart features like recording, pausing or rewinding live TV.

When your hard drive has cooled down, all features will be re-enabled automatically.

Question 9

How do I identify my LNB type?

Accepted Answer

An LNB (Low-Noise Block downconverter) is the receiving device on a satellite dish (the bit that sticks out from the middle of the dish) that determines the number of recordings your Box can make at the same time.

You can check what LNB you have by looking in the System Information menu in Settings. Go to the Signal Strength menu and next to Type you will see what LNB you have:

• Wideband LNB
• Standard LNB (1 cable)
• Standard LNB (2 cables)
• MDU/MDU 2

To record four programmes at one time on our 4K TV Boxes you will need a Wideband LNB.

Click here to find out what the different LNB types are.

Question 10

Where can I download the Freesat Manual?

Accepted Answer

Download all of our product manuals for our latest 4K TV Boxes and earlier generation boxes right here.

Question 11

My TV isn't recognising my Freesat Box

Accepted Answer

If you are having issues connecting your Freesat Box to your TV, we recommend you try using a different HDMI cable or a different HDMI slot in your TV. This should fix the issue you are experiencing.

Question 12

I’m having a problem accessing On Demand players

Accepted Answer

If you’re having issues with connecting to the On Demand players, there are a couple of things you can try to do.

Check that your Freesat Set Top Box is connected to the internet.

If you are connected over Wifi, try using an Ethernet cable (not supplied) to test the connection. If the connection appears to be in working order, try restarting your box. This can be done by pressing the Power Button located on the Set Top Box for 5 seconds. If you are still experiencing issues, please contact our Customer Service Team.

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