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Zgemma s star help please!

I

Ilikepenguin

Newbie
So my mums partner has bought one of these and is having problems with the channels. Here's their description of what's wrong:
Plug it in and the screen comes up saying sky then the ordinary tv channels come on.go to menu. System settings and can do a scan, it seems like it's downloading the channels as it shows them in a list but when it's finished downloading I go into the TV guide and it's just the normal tv channels there. It also says in the instruction manual that when you connect it the installation wizard comes up but this doesn't actually happen.
Any idea where they are going wrong with this?
 
Does box have a line in it. Unless box was brought set up you have to do some work and research to get it up and running. Did they just buy a box
 
What do you mean by a line in it? Sorry complete novice here Yeah they just bought a box so in assuming something needs to be done to set it up then There's a cable that runs from their sky dish into the house that has two separate ports on the end, but the box itself only had one port for a cable to go in to?
 
Its a single tunner box so yes one cable is right. The line is a code from a server to unlock the premium channels. So is the box just basic ie dosent look like sky.
 
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