Question 1

May 2024 - Temporary Delivery Extension

Accepted Answer

As part of our ongoing commitment to providing you with the best possible service, we strive to maintain transparency and keep you informed of any changes that may affect your experience with us.

From 15th to 24th May, our delivery window will be extended to up to 7 working days for any orders placed via our website due to upgrading our delivery systems.

We appreciate your understanding and patience as we work to minimize any disruptions. If you require further assistance, please do not hesitate to reach out to our Customer Team. Details of how to reach us can be found on our contact us page.

Question 2

May 2024 - Freesat ID and Remote Record feature on Freesat Mobile will be removed from early June 2024

Accepted Answer

Due to a change to our internal systems, we will be removing Freesat ID accounts from our platform from early June 2024. As a result of this change, the Remote Record feature on Freesat Mobile Apps on iOS and Android will no longer function.

You can continue to enjoy recording your favourite shows on your new and refurbished Freesat Recordable 4K TV Boxes (500GB, 1TB and 2TB). There will be no disruption to your viewing as a result of this change.

We understand that this may impact your experience with our product, and we sincerely apologise for any inconvenience this may cause.

Question 3

January 2024 - HD Satellite Upgrade for BBC Channels

Accepted Answer

What is happening?

From January 8^th Starting in 2024, the BBC will end all SD broadcasts on satellite. The BBC is replacing its standard definition (SD) broadcasts on satellite with high definition (HD) versions.

Will you be affected by the switch to HD?

This switch only affects people using an SD-only satellite set-top box. If you’re using an SD-only box, you will lose all BBC SD channels from January 8^th 2024.

How to tell if you’re using an SD-only box?

Go to channel 799 on your TV (Freesat customers only). If you see a “Good news!” message, then you don’t need to do anything. You’re ready and won’t be affected. Over the next few months, your new HD BBC One region will appear on channel 101 automatically.

If you see a “sorry, your satellite set-top box is not capable of receiving high-definition services” message, these changes will affect you and you will need to upgrade your satellite box. However, you may be eligible for extra support.

Eligibility Checker Tool now Live!

If you are affected by the changes and would like to find out more about whether you may be eligible for extra support, The Eligibility checker tool is now live on the HD Satellite Upgrade website.

Viewers who are affected by the SD switch off can now check their eligibility for further assistance on the help scheme and, if eligible, can apply for a voucher or a home support visit.

Click here to check your eligibility.

For further information please visit hdsatelliteupgrade.co.uk or contact their freephone helpline 0330 123 1876.

Question 4

May 2023 - HD Satellite Upgrade for BBC One - Eligibility Checker Tool now Live

Accepted Answer

What is happening?

The BBC is replacing its standard definition (SD) broadcasts on satellite with high definition (HD) versions.

When this is happening?

From January 23rd, 2023, to February 23rd, 2023, the BBC will close your regional BBC One SD channel and replace it with a UK-wide version of BBC One. At the same time, the BBC will launch the HD version of your local BBC One channel.

Starting in 2024, the BBC will end all SD broadcasts on satellite.

Will you be affected by the switch to HD?

This switch only affects people using an SD-only satellite set-top box. If you’re using an SD-only box, you will start to lose your local programming in January-February 2023. In early 2024, you will lose all your BBC channels.

How to tell if you’re using an SD-only box?

Go to channel 799 on your TV (Freesat customers only). If you see a “Good news!” message, then you don’t need to do anything. You’re ready and won’t be affected. Over the next few months, your new HD BBC One region will appear on channel 101 automatically.

If you see a “sorry, your satellite set-top box is not capable of receiving high-definition services” message, these changes will affect you and you will need to upgrade your satellite box. However, you may be eligible for extra support.

Eligibility Checker Tool now Live!

If you are affected by the changes and would like to find out more about whether you may be eligible for extra support, The Eligibility checker tool is now live on the HD Satellite Upgrade website.

Viewers who are affected by the SD switch off can now check their eligibility for further assistance on the help scheme and, if eligible, can apply for a voucher or a home support visit.

Click here to check your eligibility.

For further information please visit hdsatelliteupgrade.co.uk or contact their freephone helpline 0330 123 1876.

Question 5

8 February 2023 - Loss of channels on Freesat 4K TV Boxes after a reset

Accepted Answer

If you have lost signal after carrying out a factory reset on your Freesat 4k box, you may need to update the software on your device to the latest version to restore your signal. (Software version v1.5.0-1 or later.)

You may have lost your signal due to changes made by local broadcasters in the way they broadcast their channels. These changes affect customers who have a satellite dish using a wideband LNB. You can find out how to identify your LNB type on our dedicated FAQ

Freesat 4K Boxes receive software updates and install them automatically whilst in standby. You can update your software by carrying out the following simple steps:

Check that both your satellite cables are connected to the box. (RF IN 1 & RF IN 2)
Ensure your box is plugged in and keep the power supply connected to the box.
Leave the box switched on for 30 minutes.
After 30 minutes press the standby button on the remote control or the box to set the box to standby mode. Please do not remove power supply to the box.
Wait 10 seconds and press the standby button again to switch on your device. The box may show a loading screen. Wait for this to finish and then complete the on-screen instructions to set up the box.
If after the setup of your device regional channels are not available such as BBC One on 101 and ITV/STV/UTV on 103, go to “Home” on your remote control then select “settings”. From “settings” select “Freesat channels” and then “Begin channel scan”. Follow the on-screen instructions entering your postcode when requested to restore your local channels.

If the above steps do not resolve the issue please contact our customer team for further support.

Question 6

5 January 2023 - Channel Changes, Launches and Close

Accepted Answer

On 05 January 2023 some broadcasters are making important changes to their channels and two new channels are launching on Freesat.

You will need to retune to update your TV and keep your channels and TV Guide up to date.  

What's Changing?

Channel Launches:

Channel Name

LCN

BBC Two (North Ireland HD)

102 (North Ireland region)

969 in all regions

Channel Moves:

Channel Name

Current LCN

New LCN

BBC Two (NI region SD)

102 (North Ireland region)

969 in (England, Wales & Scotland regions)

106 (North Ireland region)

974 (England, Wales & Scotland regions)

BBC Two HD

106 (North Ireland region only)

949 (North Ireland region)

Channel Name Changes:

Channel Name	New Name	LCN
Classic Hits	That’s 60’s	506
Box Christmas (BoXmas)	The Box	502
Great Movies Christmas	Great! Romance	303
Great Movies Christmas+1	Great! Romance+1	304

Channel Closures:

Channel Name	LCN
Smithsonian	175

See our Freesat Channel Checker for channels in your area. 

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May 2024 - Freesat ID and Remote Record feature on Freesat Mobile will be removed from early June 2024

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