Applies to: Match the white New Sky Box shown in Sky New Zealand’s quick-start guide, with SAT IN1, SAT IN2, NETWORK and HDMI on its rear. Do not apply UK Sky Q, Sky Pod or older black-box instructions. Confirm your account’s delivery setup with Sky before changing it.
Match your symptom
| What you see | What to do next |
|---|---|
| Menu absent | TV input and local menu: The TV must use the HDMI socket connected to the box. A missing local menu calls for display-path checks before satellite reception checks. |
| Activation fails | Keep the exact account error and setup stage. Ask Sky to check the linked account; do not change dish alignment for an activation error. |
Work through these checks
Check the screen path
TV input and local menu: The TV must use the HDMI socket connected to the box. A missing local menu calls for display-path checks before satellite reception checks.
What the result means: No menu: check the selected HDMI input first. A menu: continue with the failing setup stage.
Check home internet
Use the existing Ethernet connection or on-screen Wi-Fi setup. Check another device on that same network before blaming the dish.
What the result means: Both devices offline: investigate the home network. Other device works: record the box’s exact message.
Check account activation
Follow the linked My Account activation prompt. Scan its QR code with the phone camera; avoid third-party scanner apps requesting card details.
What the result means: An account error is not proof of antenna failure. Ask Sky to check activation if the prompt persists.
Restart without erasing setup
For a contradictory no-internet warning while apps work, Sky describes My Hub → Android Settings → Device Preferences → Restart. Select Restart, not factory reset.
What the result means: If it returns, report the message and results to Sky rather than repeatedly resetting.
When to stop and get help
Stop for damaged power equipment, inaccessible dish wiring or unfamiliar shared cabling. Ask Sky before a factory reset; preserve recordings and account information.
What to tell support
Record the white-box model, visible message, setup stage, TV input and whether another device has internet. Share passwords only through the appropriate provider’s secure process.
Common questions
Does this apply to Sky Pod?
No. This checklist is for the white New Sky Box in New Zealand; use the exact model’s documentation.
Original troubleshooting guidance based on the official sources below. Menu names can change. This is an independent guide, not a manufacturer service bulletin or a bench-tested repair.