Could be caused by:
1. LNB cables connected to the wrong terminals on the HDR, quite easy to do if you do not concentrate…..easy to check they should be connected to the outer terminals of the three, the middle one being LNB out.
2. Unit was set up as a single cable install, again easy to check
Menu
Setup
Highlight Freesat Tune but do not press OK.
Press Red, Green, Yellow, Blue, Green, Yellow, Blue
Highlight Antenna Setting press OK
Connection Type should be – Two Cable(Same) – if it states single cable then carry out a Factory reset, and it should automatically find two cables….Note a factorty reset will delete your schedule so make a note of any timers you have set.