Scenario:
Tenants had to leave our rental house in Waihi going to Australia. Had contract on Mysky and are paying it till completion with me listed as the caretaker of the mysky box (confirmed by Sky).

I am an ex technician and would have expected Mysky to use my existing freeview dish as they both use the same Optus Satellite to my knowledge.
However, Mysky is not working and there does not appear to be any settings for aerial.
Sky refuses to disclose any information pertaining to setup over the phone (I do not expect a technician to come here; only any relevant info they may have as advice) saying that if the box were at original address that would be fine, but since its at a different address they refuse to help. I find that pretty poor, considering the service is being paid for until June.
The tenant also advised that if they returned from Australia they would not touch Sky ever again due to poor service that they personally experience too.

Anyway, can anyone advise if there is something I may have missed regarding settings (having reset the device already).
Thanks kindly,
Alistair