FREQUENTLY ASKED QUESTIONS

PRIME / FOUR plus 1 / THE EDGE TV

UPDATED 25 MAY 2016

Why do I see a message onscreen?

Why are these channels moving?

For recorders, will Series Links need to be reset?

Why didn’t my approved device update automatically?

Why can’t I complete the update process?

How do I find an installer?

Is PRIME going to be in HD after this change?

Why do I see a message onscreen?

Due to a change being made by SKY TV as the broadcaster for PRIME, PRIME, FOUR plus 1 & THE EDGE TV are moving to a new transponder / frequency. 

This message is from the broadcasters and it’s to let you know that you need to update your device to keep watching by Tue 14 June.  Once you update your device, you won’t see the message any more.  

You'll find instructions here for your approved satellite device.

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Why is this happening?

Due to a change being made by SKY TV as the broadcaster for PRIME, PRIME, FOUR plus 1 & THE EDGE TV are moving to a new transponder / frequency.  It is so SKY can combine all 3 regional feeds for PRIME on satellite into 1 single national PRIME feed, which would ultimately reduce satellite capacity required.

If you’d like more information, please contact SKY TV on 0800 759 759 or email online through the SKY website: https://skytv.custhelp.com

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Is PRIME going to be in HD after this change?

PRIME is not going to be in HD immediately after this change; SKY has yet to share with us their plans to broadcast PRIME in HD but tells us that this change does not preclude the delivery of PRIME in HD for Freeview viewers.

If you’d like more information, please contact SKY TV on 0800 759 759 or email online through the SKY website: https://skytv.custhelp.com/

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For recorders, will Series Links need to be reset?

Yes.  Because these channels are moving to a new SKY transponder, series links will need to be reset after the devices are updated.

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Why are THE EDGE TV / FOUR plus 1 moving?

As part of commercial agreements between the broadcasters, they’re carried on the same SKY TV operated transponder as PRIME, since SKY TV is moving PRIME to a new transponder; these two channels also needed to move.

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Why are Freeview channels being affected by a SKY TV change?

This is because of how these channels are broadcast and transmitted, which is managed by each broadcaster independently of Freeview.

Freeview doesn’t manage broadcasting or transmission; but develops, manages and approves device specifications, and provides information to viewers.

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Why didn’t my approved device update automatically?

Because these channels are moving to a brand new transponder, some devices may not have that transponder in the default range they’re set to scan for.  This may be why yours didn’t update automatically.

Another common reason is having old firmware or software on your device.  To avoid this, always select OK or YES when your device prompts you to update to a new software or firmware version.

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Why can’t I complete the update process?

There could be various reasons relating to the setup of your TV and antenna.

If you’re having trouble, first check the instructions page here to see if the manufacturer has provided instructions to troubleshoot; alternatively you can contact manufacturer support.

If the manufacturer rules out any device errors, it’s likely that your satellite dish is not in good working condition and it’s best to talk to your installer.

An installer can give you a quote to come to you and repair your satellite dish or replace the LNB.

DIY instructions on how to adjust your LNB can also be found in the RESOURCES section here.

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But my dish was working fine to pick up those channels before?

Typically you may not see any issues straight away.  They may appear as pixilation onscreen that come and go, on a single channel or a group of channels.

The LNB (Low Noise Blocker) on an average satellite dish are exposed and can be eroded by the elements, becoming less reliable over time. 

The average life span of an LNB is usually 5 years; can be 2 or 3 years if you live near the sea (salt can be very erosive).

If you haven’t replaced the LNB in the last few years, it’s probably a good time to do so in any case.

Once that’s done, you’ll be able to watch all channels without interruptions, and free from subscriptions.

For DIY instructions about adjusting or replacing your LNB, please see here; alternatively please contact your installer or find an installer near you using this Installer Directory Online

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How do I find an installer?

You can find an installer near you using this Installer Directory Online. Or contact Clearvision Communications – they have a nationwide network of accredited installers. 

Call 0800 102 154, email clearvision@aerialsdirect.co.nz or see www.clearvision.net.nz for more information.

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How much will an installer charge me?

We don’t operate as an installer so we can’t give you a reliable estimate.  Their charges will depend on your existing setup and time spent including travel time to get to you.  So it’s best to get an indication or a quote directly from the installers.  You can call a couple to compare estimates before you decide.

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