Frequently asked questions

No. We are an independent assistance service. We are not affiliated with, endorsed by or authorised by any satellite radio provider or manufacturer. Subscriptions are managed by the provider.

We help you understand what's happening, run the right checks and prepare for the right conversation with your provider or installer. We can't activate radios, change subscriptions or repair hardware.

Sending an enquiry through this website is free. If we ever offer anything that carries a fee, we will tell you the price clearly before you agree to anything.

The vehicle make, model and year, any radio ID you can find, the message shown on the radio and what you've already tried. The more specific you are, the more useful our reply.

The receiver can't lock onto the satellite signal. The usual reasons are a blocked view of the sky or an antenna or installation fault. Try an open area first.

Usually the plan attached to the radio changed, for example a trial ended. A refresh requested through your provider sometimes fixes temporary mismatches.

Many receivers display it on a dedicated ID channel (often channel 0) or on a label on the unit. Write it down carefully, as some characters are never used in IDs.

Not necessarily. It depends on the receiver in the vehicle. Tell us the details and we'll be honest about what we can help with.

Never. Please don't include them in an enquiry. If anyone asks you for them in our name, don't share them and contact us.

Only to respond to your enquiry and to keep a record of it. See the privacy policy for what we keep, how long we keep it and how to request deletion.

No. Only your satellite radio provider can activate a receiver. We help you prepare, find the right information and understand the process so you can complete it with fewer false starts.

A previous owner's plan normally does not carry over. The receiver usually needs a new plan or trial through the provider. A radio ID and a clear view of the sky are the two most useful starting points.

That depends on the provider. Many receivers update within minutes of the signal being sent, but some take longer. We don't control timing, and we won't quote a guaranteed time.

Yes. Tunnels, covered car parks, dense tree cover and tall buildings can all block the signal. Many providers supplement satellites with ground repeaters in some areas, but coverage still varies.

Test in an open area first. If it still won't connect, power-cycle the radio and check whether anything about the antenna or installation has changed. If nothing helps, an installer should inspect the antenna and cabling.

No. We provide guidance only. If the checks point to a hardware issue, we explain what to ask a dealer or installer to look at.

It is a request your provider sends to your receiver to reload its authorisation and lineup. It can resolve temporary mismatches, but it can't add channels your plan doesn't include.

The most common cause is a change to the plan on your radio, such as a trial ending. A pending refresh or a mismatched radio ID can also be responsible.

No. Which channels you receive is set by your provider and your plan. We can help you understand what a plan includes and what to ask.

No. Cancellations are handled by your provider. We can help you understand how cancellation works and what to have ready so the request goes smoothly.

Not through this website. We provide independent guidance only, and we never take payments or card details through the enquiry form.

Providers generally support transfers, but the process and any fees are theirs. We help you gather the radio IDs and know what to ask.