DTH Escalations Guide

Tata Sky
 Basic Guidelines
1. Flagship/Collection O/SilverKey will have only Free-to-Air channels,
irrespective of whether it is MM Gold or not. No exceptions/addition to
channel list can be made.
2. Please keep channel list for the property at hotel reception at all times.
3. While raising an issue, please send screenshot of channel 504 (for Tata
Sky), along with subscriber ID (steps to view that are explained later on) to
‘dth.escalations@oyorooms.com’ & ‘naveenkumar.narula@tatasky.com’ . DO
NOT SEND ANY MAIL WITHOUT SCREENSHOT OF ERROR (on TV), AND
SUBSCRIBER ID (type this out/send in an excel sheet, instead of sending
photograph of the set-top box)
4. Never swap digi-cards between set-top boxes. This leads to error
messages in set-top boxes. Disciplinary action shall be taken if found
doing so.
Sample Screenshot (attachment to be there in mails)
1. The screenshot
should cover the
entire TV screen
2. Do not send
photograph of set-top
box. Error message is
displayed on TV
screen
How to obtain subscriber ID?
1. Subscriber ID can be
viewed by pressing
“guide” button or “yellow”
button on remote, and it
will appear on the TV
screen
How to obtain subscriber ID?
2. If you are unable to view
subscriber ID even after this,
please send SC IC ID (12-digit
number, starts with 000),
present at the back of set-top
box. Always type it out/send in
an excel sheet, instead of
sending photograph of set-top
box.
Error Cases
& Resolutions for them
 1. Recharge Issue/Refresh Issue
1. Whenever you get “Recharge
Issue”, always refresh IDs
yourself first :
a) Please turn ON set-top
box & go to channel 504
(where you have error
message)
b) SMS
“HR<space>Subscriber ID” to
mobile number 9949956633.
 1. Recharge Issue/Refresh Issue
c) “HR” should be in capital
letters followed by 10-digit
subscriber ID.
E.g : HR 1322456428
d) You can obtain subscriber
ID by pressing “guide” button
on remote, as was mentioned
earlier
e) Please always check
“deactivated” message
against the channel list for
the property.
 1. Recharge Issue/Refresh Issue
2. After sending an SMS on that
number, if you receive the
response stating that the account
is deactivated, please mail the
screenshot of error on TV, along
with subscriber ID, to
“dth.escalations@oyorooms.com”
2. Signal Issue/Weather issue
 2. Signal Issue/Weather Issue
a) Please check HDMI cable connectivity & selection of HDMI port, i.e, if set-top
box is connected through HDMI1, please select HDMI1.
b) If set-top box is connected through AV cord, then AV selection should be there
c) Please check whether adapter is connected correctly & should have green
light
d) Please check amplifier before raising the issue

If still not resolved, please share screenshot of the error (as shown in previous
slide, and against channel 504), along with subscriber ID, to
“dth.escalations@oyorooms.com”
 3. New Software is downloading Issue
a) When you get this error, please
keep the TV & set-top box ON for
an hour.
b) If still not resolved, please mail
screenshot of the error, along with
the subscriber ID, to
“dth.escalations@oyorooms.com”
 4. Set-top box needs to be paired Issue
a) Whenever you get this error
message, please Heavy refresh
first. The procedure has been
explained earlier
b) If the issue is still not resolved,
please mail the screenshot of the
error, along with subscriber ID, to
“dth.escalations@oyorooms.com”