- CONTENTS
- Use e-mail
- Help limitations
- Shopping Cart problems
- I need to send you a picture
- What else should I order?
- Telephone help
- Where can I get sales help about an order I already placed?
- Where can I get additional technical help?
- Complaints about SKY
- Help with system design
- Help with system fault
- Will your kit definitely cure...?
- Help with an Installation problem
- Do you do installations?
- I can't get BBC/ITV
- I have a question about my analogue system
- I have a question about other channels
- Wiring up equipment
- Can I receive Freeview?
- Apple Mac questions
- Why don't you reply?
- Information sheets
- Hints
- I have a question about an item you stock
- What parts are in your kit?
- I have a question about prices
- You can't spell "Catalogue" in the menu tab
Use e-mail In order to minimise costs we communicate by email whenever possible. By placing an order or asking for advice you agree to communicate with us by email using the accepted standards explained on our "Netiquette" page - click HERE to read these guidelines.
Giving accurate technical help often requires the exchange of a large amount of information and it's essential that you present all of the relevant information in a form which is easy to understand - that includes discarding irrelevant paragraphs and keeping the rest in chronological order reading from top to bottom in the normal manner. Use of good English is equally important. If you refuse to follow the simple email guidelines then you will forfeit the right to free help.
In order to ensure a quick reply to technical questions, please use our web site email form. If you simply reply to a message from us you may be sending your reply to a staff member who is on holiday or away from the office so your message will not be read until they return.
Help Limitations To get your "2 minute free reply" it is most important that you give the fullest possible details in our email form. If you force me to ask questions because you omitted (for example) the model number, or because I couldn't understand your explanation, then you are unlikely to receive a comprehensive reply. So please type carefully, clearly, in good English. If you use any technical terms or abbreviations, please use the ones used in our Free eBooks. For example, if you refer to a "dual LNB" I won't know if you mean a "twin-output LNB" or a "Monoblock" LNB or something completely different. If the back/forth messages exceed my patience/time limit, I will stop replying. However, you can still use the discussion forum to seek help.
- The Technical Help email form asks for "Our reference". Please type here your order number beginning with "SAT" (if you are referring to an order from us) or your existing "ticket number" beginning with "TE" if you already asked for help but omitted some information. Otherwise leave it BLANK. Please do not leave it blank if your message refers to an order or to a previously ticketed enquiry. This automatically raises a new "ticket" and destroys continuity. We won't thank you for that because it wastes time.
Technical help for products that you have bought from us will be given to the best of my ability, without the 2 minute limitation. However, in most cases the help will comprise simply directing you to read an information page or eBook. In other cases I may spend considerable time in helping you to solve your problem, if I feel it is worthwhile, provided your explanation is lucid and provided you make it easy for me by sticking to my email rules. However such help will be limited to discussing our product and your use of our product within its design limitations. I may not be able to help if you are trying to use a product for a purpose that was not intended.
If you bought elsewhere a product which we also sell then we would advise you to seek help from the vendor who supplied it. You can't seriously expect us to give you technical help on behalf of another less helpful vendor.
If you seek help for a complex problem which involves a good understanding of your installed system and wiring then it's unlikely that we can help within the time limitations. However, we may accept your wiring sketch and give an opinion if we can do so quickly. Sketches should be supplied in GIF format. Photographs should be in JPEG format. Use the email form to request permission to send these files.
Questions about apartment block systems which are not under your direct control are unlikely to be answered since you will not have the necessary authority to interfere with such systems.
I have no knowledge of cable TV systems or associated wiring or equipment. Most cable TV equipment is the property of the cable TV company under their rental agreement and should not be interfered with.
I have little or no knowledge of non-English satellite TV broadcast systems for other countries. My knowledge is of Sky Digital satellite TV, as received in the UK, Europe, Scandinavia and other nearby countries and in UK "Freesat" and UK digital "Freeview" TV.
As I use Apple Macs, I might be able to answer questions related to these computers. I have no knowledge of PCs using Windows or Linux.
Paid Consultation
You can also request a paid consultation whereby you pay for the time it takes me to research information relating to your problem. Please click HERE for more details.
Shopping Cart Problems Click HERE
I need to send you a picture/screenshot/diagram
Convert your photo or screenshot to JPEG or your wiring sketch to GIF and upload it HERE.
- Or go to either of these image sites:
http://www.imageshack.us
http://www.pictiger.com
You will be given the "URL" (web address) of your image. Copy it and paste it into our email form, together with your question.
If it's a wiring sketch, please be sure to label all relevant parts and cable lengths.
What / what else should I order?
People frequently order items then ask me to tell them what else they might need. Please understand that it's quite impossible for me to guess what you need and give you a list. To do that would require a site survey and a very lengthy discussion about your requirements. We provide information, on hundreds of web pages and in eBooks, which is drawn from dozens of professional sources and from my own experience. Please spend a week or two gathering information and reading it so that you understand fully what is involved. We have to assume that you have at least a basic knowledge of electric wiring and use of tools. If, after reading all available information, you are still uncertain then PLEASE employ a professional. It is obviously impossible for you to learn a new trade with just two weeks of research so it's not sensible for you to attempt it unless you are already fairly competent.
Telephone help
Telephone help is not available unless you pay for a consultation (see above). Our free help system is by email only as this is the only way we can cope efficiently with the large number of enquiries each day. Phone help tends to be very time consuming because:
- The caller never has all the information to hand.
- I may not have the answers to hand.
- I normally refer to web pages so you need the links to click on.
- The caller likes to chat about irrelevant subjects.
- There's no written record so calls have to be recorded.
- I'm often out on business.
Where can I get sales help about an order I already placed?
Sales help can be found by clicking HERE
Where can I get additional technical help?
If you have any technical questions you will almost certainly find the answers on one of the (hundreds of) web pages or in one of the downloadable books. The web sites AND the books have a local word/phrase search facility so you should be able to find what you need without too much difficulty. (Please USE this search facility before you waste time by asking "where is..."). The search link is on the index page. If you can't find the answer, e-mail Martin and tell him where you've looked. He'll tell you where you ought to look. A few pages are hidden. These give product troubleshooting information which we won't divulge if you bought the stuff elsewhere! Technical help is free if you bought from us (tell us your Customer receipt number SAxxxxxxxxxx) or if it's a product that we don't sell.
See our Technical Section
You can also get help in our free Discussion Forum.
If you want to employ me as a consultant I have a standard hourly rate. I'm unlikely to agree to travel - getting too old to do much travelling now - but if I do the hourly rate still applies, in addition to all incurred expenses. This also applies if you decide to summon me as an expert witness (don't!).
Complaints about SKY
WE ARE NOT SKY. WE HAVE NO CONTACT WITH SKY
From time to time we get people complaining to us about Sky programming or Sky's lack of service, poor customer support and similar. This is nothing to do with us. We will not reply. Please post your rant in our discussion forum.
Read the Sky Digital FAQ page:
http://www.satcure.co.uk/digifaq2.htm or
http://www.satcure.com/digifaq2.htm
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System Design
Includes questions like:
What LNB do you recommend to receive...?
Which magic eye do you recommend?
Can you recommend a dish system or an aerial system, that meets my requirements, or a system that lets me watch TV in more than one room?
Please tell me exactly what I need to buy from you.
I can't do this because there are too many choices available. If I tried to do this you would inevitably end up with a system that didn't meet your present or future needs because only YOU know what you want. BUT, I don't need to design your system. You can do it yourself with a little reading and you'll be sure that it will do exactly what you want at a price you can afford. In addition, I'm not going to recommend an LNB or anything else if the choice is between near-identical pieces of equipment. If there's a significant difference, it will say so on the catalogue page or associated "More Info" page. Please read the notes. If there's no difference except price and appearance then you can safely use either.
Where can I get help?
The answer is: from my web site and from my "eBooks". I've put dozens of free technical pages on my web site. Also many free "eBooks" that you can download now. But the best help is in those "eBooks" that will cost you typically £8 each. I've spent months in writing and rewriting each book so that it answers all of your questions and teaches you everything you need to know.
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| I'm so convinced that you'll be delighted with each and every one of my books that I'll offer you a money back guarantee. Just tell me that my book did not save you any time or money (send proof of purchase) and I'll arrange a refund. You can't lose! Click on this link now to see the books available: http://www.The-Cool-Book-Shop.co.uk Go to TOP of page |
Since you can probably find the answer that you need immediately without having to wait for my reply, or even buy a book, here's a few tips:
If your question relates to Sky Digital, you'll find just about every aspect covered on some page of this web site.
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| If you haven't downloaded your free Understanding Sky Digital book, do it now. It covers most of the questions in the FAQ page as well as many others. See the FAQ page: Free Book |
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System Fault
If your question refers to a Sky Digibox problem, dish or LNB problem or a repair question, please read the Faults page and follow the suggestions there. Send me the results together with the make and the model number from the LABEL under your Digibox (not from the on-screen menu) or from the rear panel. Grundig = GDSxxx. Panasonic = TU-DSBxx. Pace = BskyBxxxx. Sony = VTX-Sxxxx. If you don't tell me the model number I'll probably give you a general reply such as "read this page".
Please don't ask me to guess "is my fault caused by the LNB, tuner, dish, cable...". How am I supposed to know? You need to determine whether the fault is caused by the receiver, cable, dish, LNB, bad connection or local interference. Read my notes on the Help pages.
Will your kit definitely cure...?
I'm not going to make promises based on guesswork. Please read the web site notes. Our kits cure quite a lot of faults but I can't perform magic and I'm not clairvoyant. If you prefer more certainty, use the recommended Repair Service.
Installation Problem
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| Are you planning to install or move a dish or have you a problem with an existing installation? Many aspects of Sky dish installation are covered on this web site but you can get everything you need in a single eBook which includes hints and tips from professionals and reports on dish sizes and LNBs from Expats. Fully illustrated eBook with 100+ pages of information. Go to TOP of page |
Do you do installations?
No but I'm compiling a list of installers.
I can't get BBC/ITV
I've been covering this topic in newsletters. Please get a copy at:
http://www.satcure-focus.com/mailshot.htm
You can also discuss it with others in the forum.
Analogue System
If you have a technical enquiry relating to Sky Analogue receivers, (Sky is no longer broadcasting analogue programmes), you will certainly find the answer on this web site:
http://www.your-book.co.uk
... or in one of my "eBooks" which you can download.
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Other Channels
If you have an enquiry relating to whether you can receive specific programmes or the frequency of a specific programme or digital bouquet of channels then I can not help you as this information changes too often to be worth keeping a record. Look at a magazine such as "What Satellite TV" instead or ask in the USENET News Group: uk.tech.tv.sky or alt.satellite.tv.europe
Also read this page.
Other useful web sites for this sort of information:
Sky programmes - http://www.skydigionline.pwp.blueyonder.co.uk/epg.htm
TV Listings - http://www.digiguide.com/ (£7 per year, has more channels, has full description for almost every programme, searchable) http://www.tvtv.co.uk
Frequencies - http://www.lyngsat.com/ and http://www.satcodx.com/
Wiring up equipment
How do I connect a Sonee DAV-S980 Compact AV system to a Gruntpig MW92-2900 DPL/FT television, a Sharper VC-MH95HM video cassette recorder and a Paste Digital Cable Set-Top box (Tele-south Active Digital)?
Use cables. I simply can't answer questions like this since I don't have the in-depth knowledge of every piece of electronic equipment on the market. There are hundreds of DVD models and Hi-Fi equipment, thousands of TVs and VCRs. Even an expert is not going to know the latest model that you just bought today!
So my advice is: Get a demonstration of everything connected together before you buy anything!
If the shop can't do this, then you are taking a risk which could result in your paying a technician £30 - £60 an hour to come and connect everything up in your house, tune it in and show you how to use it (after he's read your manuals).
For information about Scart cables see our Technical section
If you've already bought the stuff (oops) try asking your question in a relevant News Group or discussion forum which deals with Audio-Visual equipment or whatever it is. You might find an enthusiast who has a similar set-up and can advise you.
Our Forum
http://forum.digitalspy.co.uk/board/
http://www.avforums.com/
http://www.radioandtelly.co.uk/cgi-bin/forum/YaBB.pl?
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Can I receive Freeview at my location?
Please click HERE to find out.
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| Freeview (was ONdigital or ITVdigital) If you have a technical question about digital terrestrial TV, I might be able to help you, although my knowledge is limited. An eBook is available - "The Freeview Bible". This should tell you everything you need to know. |
Apple Mac
If your question relates to Apple Macintosh accessories try HERE:
(I might be able to answer a technical question about an Apple Mac but remember that I'm a user not a repairer of Macs).
Other Topics
For Electronics, car/caravan/motorhome speakers, radios, security cameras, electrics etc. look at:
http://www.satcure-focus.com
TV set or Video Cassette Recorder fault
Refer to this page: http://www.satcure.co.uk/tvvcrs.htm
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Why don't you reply?
YOU MAY NOT RECEIVE A PERSONAL REPLY IN CERTAIN CIRCUMSTANCES:
- Because I can't
If you use an email checking service such as "Spam Arrest" you will not receive an automatic reply from our servers and I probably won't bother to reply either. You don't need to use such services if you follow my advice about dealing with spam.
At least one person each day sends me a message with the WRONG email address so it's impossible for me to reply. If I consider the question is important and my reply "bounces" back, I'll put the question and reply in our discussion forum where you can find it.
Rude messages
Questions typed in ALL CAPITALS or all lower-case or without punctuation, or so badly that I can't understand them, are considered RUDE and will not be answered except maybe to direct you to the beginners page where you'll find lots of useful tips about how to type understandable messages. If a message looks as if it has been typed by a five year old, I'm obviously not going to reply because I know that my answer will not be understood.
Piracy - CAMS, cards, hacks, PCs, programmers
If you have an enquiry relating to BskyB policy or CAMS, software, smartcards, hacks, PCs or PC cards then I can not and will not help you. I know nothing about smart card programmers, Pee Cees, RS232 ports, fooling the Sky movies booking system, erasing the Digibox memory or card codes. I can not supply cards or card programmers of any type. I can not recommend anyone who will supply a card except BskyB. I have never been involved with piracy of any type.
BskyB policy - subscriptions, cards
I will not answer questions about subscriptions or BskyB policy relating to Sky smartcards, smartcard subscriptions, fees for services or their answers to your enquiries. If you want to know the policy, ask BskyB. If you don't like the policy, complain to BskyB, Trading Standards or your MP.
Not a Sky Digibox
If your question relates to a Digibox which is NOT a UK Sky Digibox then I probably can't help you since I specialise in Sky Digital (but I will try to help if I can). We do stock a Humax PSU kit.
CB Radio
If your question relates to CB Radio, I can not help you. I haven't looked at a CB Radio since 1984 and I remember nothing about the subject. Try CB37 in Crewe, Cheshire. 01270 588440 for CB radio repairs. We can NOT supply model-specific parts such as front panels, knobs, switches, labels etc. for CB radios. If you want electronic components, ask our Sales office. We can get microphones but we don't keep them in stock. You can also get some specialized books and conversions here:
http://www.cbcintl.com
Cable TV
If you have any question about cable TV then I probably can not help you as there is no cable in my area and I have no information about the systems in use. However, if I do know the answer I will tell you.
DirecTV
I know nothing about this American satellite TV system but I'm happy to sell power supply repair kits if you tell me what components are needed.
Connecting equipment
If your question refers to methods of connecting equipment to get picture/sound in another room, this subject is covered in detail with suggested wiring methods in my book "Piping TV Around the House". The book deals with a complex subject in simple terms. I can't do this in a 2 minute reply!
eBooks
There is no support for FREE downloadable eBooks. If you are unable to download and read a FREE "eBook" then PLEASE do not buy an "eBook" until you have sorted out your problem. If you paid for an "eBook" and have a problem, read the FAQ page then ask me, if your problem still isn't solved by following the advice there.
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Information sheets
Some of our products require additional information sheets for installation, fitting or adjustment. This can be determined by looking at the product description. If it is preceded by an order code with a colon (eg. MODULP: RF modulator) then your Order Confirmation e-mail message will contain a web page address from where you can download the PDF instruction sheet. This is our way of keeping costs low and ensuring that you get the information as quickly as possible.
Very occasionally people fail to download the information and ask us where it is. We will try to give a polite answer but it can cause delays so please look for the download link in your Order Confirmation message.
If the download file is clearly missing then please send me an email and include the download page URL so that I can test it. I do move eBook files around to minimise piracy and it's not unusual for me to screw things up. But if you don't tell me the full URL, I can't help.
On very rare occasions, people have difficulty in downloading the PDF file or in reading it. In such an instance we ask you to get a friend to download and/or read it on his/her computer. It can then be transferred to yours on a floppy disc or other medium.
Unfortunately, we have no computer expertise and we are unable to help with file download or reading problems.
If you are in any doubt about your computer's ability to download and read PDF files, please test it by downloading our FREE catalogue file or a FREE eBook..
Hints
Use the search facility on the first page of my Digibox site to find what you want. It looks at all three sites. Type in a key word or phrase and be sure to spell the words correctly or it won't be able to find what you want. Type a sensible phrase such as "Scart lead" or "Amstrad DRX100". If you type something stupid such as "satellite" or "receiver" then it will find them OK but you'll get a list of every page on both satellite web sites (hundreds)!
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Stock items
Questions about things that we sell will be answered to the best of my ability, assuming that the answer is NOT already available on the web site or in an "eBook". The answer is often complex and you are better off reading all the available information before making a purchase or asking me a question. That way you save money by avoiding mistakes and getting what you really want. Questions about problems with products that you've bought elswhere will be kept for a rainy day when we need a good laugh ;o) OK, that's not very fair. I'll usually help if I can do so quickly but don't be surprised if my reply is simply: "ask your supplier". He's the one you paid.
Kits
Don't ask me for a list of parts contained in any of our kits. If I tell you the component specifications you'll probably buy the nearest equivalent (incorrect parts) from your local Maplin or Tandy store and create expensive smoke when you switch on. When you buy a kit from us, you are paying for the parts and my 43 years of experience in electronics. If the kit parts don't correspond to the description on the paperwork then we may have made a mistake. ASK! If parts are missing please tell Sales. But in most cases we supply parts which are higher specified than the originals so don't be surprised if they are a fraction larger, different colour, slightly higher rating or value.
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Prices
If you need to know prices, look in the web site catalogue. The listed prices do NOT include post and packing and VAT. You will be told the total by the shopping cart or before your order is posted if the cart got it wrong. Please use the shopping cart to calculate the total with NO OBLIGATION.
You can't spell "Catalogue" in the menu tab
On the Satcure web page menu tabs the button should read: "Catalogue" instead of "Catalog".
(Try telling that to an American).
Yes, but "Catalogue" doesn't fit and I refuse to use a smaller point size. The majority of people can understand so I made the decision to leave it as it is. It attracts LOADS of people who like to point out the "mistake" to me. :-)
Anyway, I've now changed it to "Shop".
By now you've probably guessed that I'm extremely busy most of the time and don't tolerate fools gladly, but I like a bit of humour (but don't send me jokes or pictures unless I request them!) It can be quite boring to answer questions all day long, so make it easy but interesting for me and you'll usually get a (fairly) sensible reply.
Martin
My current working e-mail address is used by the email form.
Some of my eBooks:
- "Understanding Sky Digital TV" (free)
- "ITV on Sky Digital" (free)
Other eBooks:-
- "Installing Sky Digital TV"
- "Sky Digital in Spain"
- "Satellite Secrets - Installing Analogue"
- "Installing a Motorised Dish"
- "Piping TV Around the House"
- "The Freeview Bible"
- "Repairing Sky Digital Receivers"
- "Satellite Receiver Repair"
Which you can download from:-
http://www.The-Cool-Book-Shop.co.uk
Thank you for taking the trouble to read these notes.
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See our web sites at:
http://www.satcure.co.uk (UK Sky Digibox and Apple Mac accessories) and
http://www.satcure.com (mirror site for above) and
http://www.your-book.co.uk (Analogue satellite)
http://www.satcure-focus.com (electronics, car, caravan, AV).
http://www.The-Cool-Book-Shop.co.uk (Our new bookshop)
http://www.samedayremote.com/search.html (remote control handsets for everything)
http://www.telepart.co.uk (spare parts for TVs and VCRs etc.)
NEWS LETTER
Get our monthly satellite TV newsletter (free) at
http://www.satcure.co.uk/mailshot.htm
If you subscribe to the newsletter you will get a monthly news bulletin which currently goes to 4000+ people who obviously think it's interesting. Your details will NOT be given or sold to anyone else.
Thanks for reading this. I know it's an essay but I do appreciate your taking the time to wade through it. 
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