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Last updated: 12:57 | 7/4/16

FAQs


HOW DO I SUBSCRIBE?

Subscribe online now and there’s no connection fee, saving you up to €14.99! Alternatively you can speak to a customer service agent on 0818 20 30 40 (ROI) or *0371 277 0393 (NI) between 10.00am and 6pm Monday to Friday, and between 9.00am and 6.00pm on Saturday. Please have your viewing card number and your payment details to hand.

How soon after I sign up will my viewing be activated?
Viewing is normally activated within minutes but you should allow at least 4 hours during peak times. Please ensure your viewing card is in your digital satellite box when we send our signal to you. To help get your signal activated quicker please read the following guidelines:

1. Try to limit the number of channels changes (don’t channel hop);

2. Make sure the viewing card is in the correct slot and Satellite viewing restored before sending signal;

3. Do not use interactive services such as teletext;

4. Do not remove the viewing card after signal has been sent (actually, don’t remove it at all unless specifically advised to do so).

All of the above can use up memory from the hard drive in the Satellite box which could cause a delay in receiving the signal.

CAN I PAY BY ANNUAL SUBSCRIPTION?
Yes. The cheapest way to get the Setanta Sports Pack is by signing up to our annual package.

CAN I PAY BY MONTHLY SUBSCRIPTION?

Yes. The Setanta Sports can be paid monthly by Direct Debit or Credit Card instruction.

Are games/programmes available individually or on a pay per view basis?

We do not operate a pay per view system as we feel that the channels in the Setanta Sports Pack offer much greater value for sports fans as a package.

Can I get Setanta Sports for just one month?

We offer our customers a minimum subscription term of two months and we won’t tie you in to a contract for a year. You may cancel your subscription any time after the first ten days of your initial subscription by providing us with 30 days notice which will take effect 30 days after your next billing date.

Is there a 12 month contract?
No. You can subscribe to Setanta Sports with no annual contract.

Can I get Setanta Sports in another room?

Have you got Sky Multiroom? For a small charge you can add the Setanta Sports Pack on up to four more televisions in your house!

Monthly customers can add the Setanta Sports Pack on up to 4 more televisions for €2.99 per multibox. Annual customers pay €25 per year for their first multibox and €5 per year thereafter, with a limit of 4 multiboxes per household.

I am not getting any power to my Digital Satellite box?

Should you be having difficulty in seeing Setanta Sports channels or are seeing a blank TV screen, you should first ensure that your Digital Satellite box and TV are plugged in and switched on at the mains. Ensure that the power cables are correctly connected to your Digital Satellite box and TV set. You may also need to check the power points, sockets and fuses. However, please do take all reasonable precautions when handling anything electrical.

On-screen error messages (commonly known as OSM)

There are various on screen error messages that can appear on a Digital Satellite box. The three listed below are the most common however the resolution for most issues follow the same process contained within each of the below. Where none of this helps resolves an issue, please call our dedicated customer support team on 0818 20 30 40 where a member of the Setanta team will be waiting to help. “No Satellite Signal Being Received” “Channel/programme not available” “Viewing Card not inserted correctly” (or similar) Where you see an on screen message saying “No satellite signal being received” on either of the Setanta Sports channels, please try the following:
Press “tv guide” on your remote control.
Select “All Channels”.
After a few seconds the listings should appear as normal.
Press “sky” when the “No Satellite Signal” message has cleared.

The message “Searching for listings” may be displayed before Channel 998 appears. Tune to channel 423. Should you see the message “Insert your Sky viewing card,”, remove and re-insert your viewing card into the slot marked Sky viewing card. Make sure that:
The arrow on the viewing card is facing in to the slot.
The gold chip on the viewing card is facing down.

Bad Weather

Heavy rain, snowfall, electrical storms or gales are common causes for satellite signals not being received by your Digital Satellite box which can and does affect the quality of your picture. This is usually a temporary problem which will resolve itself once the weather conditions return to normal. Should there be snow on your dish and it is safe to remove the snow, then this could help in the short term however please do ensure that you only attempt this if it is safe to do so. Should your viewing not return once the weather conditions have subsided then please try the steps below: Setanta specific signal issue
Press 501 for Sky News. If you can watch this channel without it flickering, return to the Setanta Sports channel on which you noticed the problem to see if it has been resolved.
If the flickering persists, please press 820 on your remote control which will take you to Peace TV.

If this problem occurs on this channel, it is likely that there is an issue on the transponder and the below may help resolve the issue. Resetting the Box (LNB)
Press services on your remote control.
Highlight System Setup using the up/down arrows and press “select”.
Press 0, then 1, then “select”.
Press “select” again to access the LNB setup screen.
Using the up/down arrows, highlight LNB Power Supply.
Using the left/right arrows change the setting to off.
Using the up/down arrows, highlight 22KHz command.
Using left/right arrows change to off.
Using the up/down arrows, highlight Save New Settings and press select.
Press followed by services.
Highlight System Setup and press “select”.
Press 0 then 1 then “select”.
Press “select” again to access the LNB setup screen.
Press the red button to re-set the default settings.
Using the up/down arrows, highlight Save New Settings and press “select”.
Press “select” to confirm that the settings have been reset. The correct settings are:
- 9.75 for the low frequency.
- 10.60 for the high frequency.
- The LNB power supply should always be set to on.
- The 22KHz Command should always be set to on.
Press “sky” to return to normal viewing. Please note, it may take up to a minute for the picture to appear.

Where nothing above resolves the issue, please call one of our customer support team who will be delighted to help by calling 0818 20 30 40.

“Channel/programme not available” On screen message (OSM): “Channel / Programme Not Available”.

If you are receiving this error message, it is likely that the viewing card has not been inserted correctly Tune to channel 423. Should you see the message “Insert your Sky viewing card,”, remove and re-insert your viewing card into the slot marked Sky viewing card. Make sure that:
The arrow on the viewing card is facing in to the slot.
The gold chip on the viewing card is facing down.

Should you still see the on-screen message after re-inserting your card, try performing a channel scan using the following guide:
Press on your Remote Control.
Using the up/down arrows, highlight System Setup and press “select”.
Press O, 1 then select.
Highlight New Installation and press select and “New Installation” will be displayed.
Press “select” twice.
The on screen message “Astra Channel Scan. Now Scanning, please wait” will appear.

When the on screen message “Channel Line up complete” appears, press the sky button on your remote control which will take you back to the last channel where you can confirm if the issue has been resolved. Should the above not resolve the issues, please call our customer support team on 0818 20 30 40 for further assistance. “No Satellite Signal Being Received” “Channel/programme not available” “Viewing Card not inserted correctly” (or similar) Where you see an on screen message saying “No satellite signal being received” on either of the Setanta Sports channels, please try the following:
Press “tv guide” on your remote control.
Select “All Channels”.
After a few seconds the listings should appear as normal.
Press “sky” when the “No Satellite Signal” message has cleared.

The message “Searching for listings” may be displayed before Channel 998 appears.
Tune to channel 423. Should you see the message “Insert your Sky viewing card,”, remove and re-insert your viewing card into the slot marked Sky viewing card. Make sure that:
The arrow on the viewing card is facing in to the slot.
The gold chip on the viewing card is facing down.

What are the call charges for phoning Setanta Sports?

Typical call charges for calls to Setanta’s service centre are?

Eircom (and most landline providers)
Peak: 4c
Evening: 1c
Weekend: 1c

Typical mobile
Flat Rate Bill Pay: 30c
Flat Rate Prepay: 29c

NI CALL CHARGES

Setanta Sports Complaints Handling Policy

Setanta Sports Hibernia S.à.r.l prides itself on offering an efficient and personalised customer service. In the event of a complaint we ask that customers contact Setanta Sports promptly via telephone or email.

ACCOUNT INFORMATION:

For security purposes we can only deal with authorised persons who are named on the Setanta Sports account.

In order to help us to expedite any queries we would ask that you provide the following information when contacting us by telephone or email:-

  • Your 9 digit viewing card number
  • The full name and address given at the time of subscription
  • The contact telephone number on the account
  • The contact email address on the account

HOW TO MAKE A COMPLAINT

By Telephone on 0818 203040 (Monday – Friday 10am-6pm)

By email at customerservicesire@setanta.com

WHAT HAPPENS WHEN YOU MAKE A COMPLAINT?

By Telephone:

  • Step 1. Your complaint will be fully documented with details of the issue recorded on your account.
  • Step 2: The first point of contact will attempt to resolve your complaint over the telephone.
  • Step 3. If the complaint cannot be resolved by the first point of contact, the matter will be investigated by a supervisor, who will endeavour to resolve your complaint by working with you to reach a satisfactory conclusion.
  • Step 4: Should you be unhappy with the manner in which your complaint is being dealt with the matter will be escalated to the Management Team which will provide an outline resolution to the subscriber within 7 days of the original complaint.

By Email:

  • Step 1. Your complaint will be fully documented with details of the issue recorded on your account.
  • Step 2. Email complaints will be acknowledged by email within 1 day of the day complaint being made.
  • Step 3. A follow up email will be sent to you identifying your complaint and offering a suitable resolution.
  • Step 4. If you are not happy with resolution offered, the matter will be investigated by a supervisor, who will endeavour to resolve your complaint by working with you to reach a satisfactory conclusion.
  • Step 5: Should you be unhappy with the manner in which your complaint is being dealt with the matter will be escalated to the Management Team which will provide an outline resolution to you within 7 days of the original complaint.

Online Dispute Resolution

Under the Online Dispute Resolution (ODR) Regulation the European Commission has established a European Online Dispute Resolution platform (ODR platform). This is a web-based platform that is specifically designed to help consumers who have bought goods or services online and subsequently have a problem with that online purchase and will become accessible on 15th February 2016 through the following link: http://ec.europa.eu/consumers/odr/

The Setanta Sports Package


What is the package?

When you subscribe to Setanta Sports you get 6 great sports channels bringing you hundreds of hours of live sport every month.

Our Sports Include

71 Premier League Games, 40 FA Cup Games, Every Champions League Game, Every Europa League Game, 35 Champions Cup Games, 30+ UFC Events, Allianz Leagues GAA, F1, The Master, The Open and lots more . . .