This problem is normally caused by incorrect box details. In order for us to assist you as quickly as possible please provide us with the following information.
On a HD Sky box.
On the Sky remote control, press Services.
Scroll left/right to settings and press Select.
Highlight System Details to see the required box information.
Remember to include the Receiver ID!
On a non HD Sky box you do not need a Receiver ID, instead just press Services, then push button 4 (Setup), then push button 5 (Details). Here you will find the Viewing card number, Version & Serial numbers