Audience Technical Support

Do you need some help using SBS On Demand?

If you are seeking support using SBS On Demand, please first check that you are using an SBS on Demand supported platform, and then visit the SBS on Demand FAQs where you can find answers to commonly asked questions.

If this information do not help to resolve your technical issue, please submit your enquiry online or email sbsondemandteam@sbs.com.au.

 

Accessing audio description services 

SBS is undertaking a trial of audio description services from 5 April 2020, ahead of launching a more comprehensive service by 30 June 2020, as a way of improving the accessibility of our content. Find out more and get support. 

 

Are you experiencing issues accessing SBS channels?

If you are experiencing technical difficulties accessing SBS broadcast channels please visit the SBS transmission website which contains detailed information about reception, digital transmission, interference, transmitter sites, frequencies and the self-help retransmission scheme.

If this information doesn’t help to resolve your technical issue, you can email your enquiry to Audience Technical Support at ATS@sbs.com.au, or review answers to common questions below.

 

Technical support FAQs

How can I find out about transmission problems in my area?
The SBS Transmission website contains information about reception, digital transmission, interference, transmitter sites, frequencies and more.

Is SBS received Australia-wide?
Across its digital terrestrial television services around the country, SBS serves approximately 97% of the population. When including those serviced by the VAST satellite platform, SBS reaches almost 100% of Australians.

SBS is also delivered on cable and satellite Foxtel subscription services, in addition to SBS On Demand being available on a range of supported platforms.

How to do I tune/retune my TV to access SBS channels?

The following are basic instructions to and not related to any specific set, model or brand. Menu descriptions and labels may vary depending on your equipment. 

  1. Press the “menu” or “home” button on your remote control to display the device control panel.
  2. Locate the “digital auto tuning” or “digital channel search” option.
  3. Select “start” or “search”. Retuning should then only take a few minutes.

For specific instructions for your equipment, consult the manufacturer’s user manual or website.

What is the difference between Standard Definition (SD) and High Definition (HD)?
Both standard and high definitions are digital formats. High Definition (HD) television is an enhancement that provides more pixels per square inch than Standard Definition (SD) and shows much finer details.

SD digital TV broadcast resolution – 720 x 576 pixels

HD digital TV broadcast resolution – 1920 x 1080 pixels

Do I need a TV that supports MPEG-4 to receive SBS in HD?  
You will only be able to access SBS’s HD channels if your TV set is MPEG-4 and HD compatible.

Most televisions, set top boxes, personal video recorders or PC tuner cards purchased from 2009 onwards should be MPEG-4 compatible. If not, HD set-top boxes are widely available, and will allow you to receive an HD broadcast.

What can I do if my digital TV/set top box does not receive SBS?

You will have to rescan/retune your digital TV or set top box. If an automatic scan doesn't work, try a manual scan the by entering the frequency on which SBS is transmitted in your area.

If the problem persists, you may also need to check the age and condition of the antenna system, including cabling and connections.

I want to manually retune only SBS. How do I find the SBS physical channel number and frequency for my area?
Frequency information by state is available on the SBS Transmission website.

I have retuned my TV and I still don’t have the HD channels – why?
Your television may not be HD MPEG-4 compatible. Please check with your equipment manufacturer to see if it is HD MPEG-4 compatible. If not, HD set-top boxes are widely available, and these will allow you to receive an HD broadcast.

Why can I only hear audio and not see vision?

This error will occur when a device that is not MPEG-4 compatible is used, and the device cannot decode the HD channel. Please check with your TV manufacturer to see if your device HD MPEG-4 compatible. If not, HD set-top boxes are widely available, and these will allow you to receive an HD broadcast.