Contact Sky Customer Services
Call the phone number below to get help with your Sky TV, Telephone and Broadband customer services and technical support questions.
Sky Customer Service Hours
What to know when contacting Sky
- Sky operates a Customer Service telephone line which is available every single day of the week, and can offer support services related to Sky TV, Sky Broadband, and Sky Talk. The line opens at 8:30AM every morning and closes at 11:30PM every evening.
- While Sky is open every day of the week, they are likely to be more busy with routine requests and enquiries during weekends, when people are not busy working. This may be a point to consider when you plan the date of your call with Sky’s Customer Service team.
- In order to make sure your call is effective, it can be a good idea to write down which department you need to contact, as well as a bullet-pointed list of topics you want to discuss. The more specific these are, the more effective your call will be.
- Before you call, gather any information that you have relating to your issue. This could mean original purchase receipts, bills, emails, or other correspondence. By doing this you reduce the chance that you have to search around while on the phone to find accurate information. Although this takes a while, it can dramatically reduce the time spent on the phone and also means you have the relevant information to hand when it’s needed.
- Consider writing a list of desired outcomes for the call to keep you focused, and ensure that you call from a quiet location when you have enough time to discuss and don’t need to rush your conversation.
What to Expect when contacting Sky
- At the first instance, you may be redirected to a telephone switchboard which will give you a number of options to listen to. You may want to listen carefully to these options to ensure that you are redirected to the right department, rather than pressing any number in the hopes of being connected to an operator.
The reason for this is that operators in different departments may have varying authority, training, or understanding of your issue.
- Your Customer Service Representative will have been trained to guide you through your issues in a professional manner. For that reason, it’s important to treat Customer Service staff respectfully, even if you feel that you’re in a difficult situation. This can also often result in a better outcome from a call.
Sky, also known under the trade name Sky UK Limited, is a British provider of telecommunications services. Sky offers a number of products to consumers, including digital and on-demand television, high-speed broadband internet access, mobile telephone and data services, and home-phone lines.
The company is based in the United Kingdom and has its company headquarters in Isleworth.
Sky is a large company, and is the biggest provider of paid television services in the United Kingdom, with an estimated client base of over eleven million customers for the last year data was available (2015).
Previously, Sky was divided into two companies, one of these being British Satellite Broadcasting, and one of these being Sky Television. The two companies combined in a merger, and formed British Sky Broadcasting, also known as BSkyB. The company no longer uses this name, however.
Since the late 2000s, Sky has also become involved in a number of other European interests, having taken ownership of the Italian offering, Sky Italia, and a majority-stake in the German-based Sky Deutschland.
Sky has historically been among the first companies to bring revolutions in television and television technology to the market, including HD television, on-demand TV, and multiroom services.
Sky+ was one of the first services in the country that enabled users to record, pause, and fast-forward live television, as well as store their favourite programmes for later.
The modern day history of the Sky Television company dates back to the boundary between 1989 and 1990.
At this time, two major companies, one known as British Satellite Broadcasting, and the other known as Sky Television, began to codify the movies they showed, making them inaccessible to anyone without the technology and hardware to decode the picture and watch the movies offered.
The two companies, for economic reasons, merged into one, and offered consumers the ability to watch movies on both channels.
Eventually, further channels were added, with one of the most noteworthy being Sky Sports, which today is one of the premier and exclusive outlets for many major sporting events.
As the company has grown and developed, their offerings continue to change. As of 2017, the company has begun to offer their latest set top box, the Sky Q. These boxes have extensive storage of between one and two terabytes of space for television and film.
The 2 terabyte top box is able to receive images at the cutting edge of technology, including the by now infamous 4k picture.
Sky’s other products that continue to expand include their mobile broadband offerings, their mobile phone offerings, and landline offerings.
In many cases, these are included as a ‘bundle’ allowing consumers to take advantage by mixing and matching products from Sky’s repertoire to suit their needs.
If you’re going to call the Sky contact number to order a package make some notes about exactly what you’re looking for, then you can make the most out of your time with the customer service agent on the phone.
Answers to Common Sky Support Questions
Here are some answers to frequently asked questions we have found answers to when searching the internet. We want to be a helpful resource to help you find a solution fast.
We are in no way affiliated or represent Sky. The information that appears on this website has been sourced publicly and we cannot guarantee the accuracy of the content as it may have changed or been updated.
What is a Sky ID and how can I get one?
A Sky ID is a username and password used to access online services associated with your Sky account. The Sky ID can be used to manage a number of different services, including Sky apps, Sky Go, Sky Store and My Sky.
To register for a Sky ID, you must already be a Sky customer. There are two primary ways to get a Sky ID once you are a customer; follow the link on your confirmation email or go to the Sky website and click ‘sign in’.
After entering a username and/or email address and password, you may need to confirm your email address by signing into your account and clicking the link sent.
It’s possible you may also have to provide other information, such as your Sky account number, bank account details or viewing card number.
Once you have followed all the online instructions, you should receive an email with your new Sky ID. When you have your Sky ID password, you can sign in on the Sky website and manage your account.
What should I do if I forget my Sky ID username or password?
If you have forgotten your Sky ID username, keep in mind that it could be the email address that you signed up with.
If your username is not your email address and you can’t remember what it is, go to the Sky website log in page to retrieve it.
Click the ‘forgotten username’ link and follow the instructions to get a reminder of your username. Please note, you may need access to the email address account that you signed up to Sky with to retrieve your username.
If you have forgotten your Sky ID password, go to the Sky login page and click the ‘forgotten password’ link. Follow the instructions on the following page to get a reminder of your password or to reset the password completely. Again, you may need access to your registered email account to receive your password information.
Tip: If you use your online Sky account on private, password-protected device, consider ticking the ‘Keep Me Signed In’ checkbox so that you don’t have to type in your details each time you log in.
What can Sky customers use the ‘My Sky’ app for?
Sky customers can use the ‘My Sky’ app to manage their Sky account, as well as the services they have purchased. It can be a great alternative when you don’t have time to call the Sky number.
The application can be downloaded on to a number of mobile devices so that customers can manage their account on the go. The My Sky app allows you to edit the settings, details and payment methods for all of your Sky services, such as television, broadband, landline and mobile.
I want to change my Sky payment settings – how can I do this?
Two of the easiest ways to change your Sky payment details are by signing in to your online account or via the My Sky app.
After logging in to either of these accounts, choose the Sky service you would like to edit the payment details of and make your changes. You should be able to manage your payment methods and dates.
Remember, changing the date of your bill payment may affect the overall price of your next bill. There may also be a limit to how many times you can change your payment details per month, so make sure you are happy with the changes before you confirm them.
If you are a Sky TV customer, you may also be able to change payment details through your Sky television. Make sure you have your Sky TV remote and PIN code if you would like to change payments using this method.
If you would prefer to get support from Sky staff member, you may also be able to change your payment details over the by calling the Sky telephone number.
What should I do if there is a problem with my Sky broadband service?
You should head Sky’s ‘Broadband Diagnostic Tool’ on their website. You then need to fill in the online form with as much information about the broadband issue you are having. Once you have answered the questions, read through the list of suggestions of what to do next.
If none of the suggested solutions are successful, then call Sky broadband contact number to report the problem.
What voicemail features can I get with Sky and how can I use them?
If you have Sky Talk Voicemail Plus or Sky Talk Voicemail, you should be able to receive Voicemail messages as well as manage your voicemail inbox.
For customers who purchased one of these services at the same time that they initially signed up for Sky Talk, the service should have been automatically activated.
Customers who signed up for a Sky voicemail service after registering for Sky Talk may need to contact Sky directly to activate the service.
To access your Sky Talk Voicemail box, dial the voicemail number provided by Sky. You should hear an automated voice that should inform you whether you have any voice messages and what buttons to press to listen, save of delete messages.
Don’t forget, you may be charged for using voicemail services. If you are still having troubles call the Sky customer service number.
How can I speed up my broadband connection?
If you and your neighbour both use the Sky Broadband service, there may be a clash of channels, causing one or both of your connections to become very much slower.
You can fix this by changing the channel yourself. See below for instructions:
Windows 8 (10)
- Click the search icon on the top right of your screen
- Type in “command prompt” or “cmd”
- Type “netsh wlan show networks bssid” and hit enter
- Take the number of the channel 1 – 13 furtherest from the ones in use
- Open your browser
- Type “192.0168.0.1” hit enter
- Go to the “Wireless Settings” page
- Login in with Username: admin Password: sky
- Open the “channel” drop down menu and select the number you took note of earlier
- Apply, save
Apple OS X
- Click on the Apple logo
- Click “About this Mac”
- Click “System Report”
- Under the “Network” tab, click “WiFi”
- Take the number of the channel 1 – 13 furtherest from the ones in use
- Open your browser
- Type “192.0168.0.1” hit enter
- Go to the “Wireless Settings” page
- Login in with Username: admin Password: sky
- Open the “channel” drop down menu and select the number you took note of earlier
- Apply, save
It you believe there is a different issue effecting your service call the Sky broadband customer service number on this page.
What if I get error messages on Sky TV?
There are three main types of errors possible with Sky TV. The first is a blue screen that tells you your Sky + HD Box isn’t getting signal.
This is an issue with cables, your satellite dish or the connections to your Sky box. To fix this, check all your connections are inserted correctly and check your dish hasn’t been damaged at all.
The second problem is a black screen that says “NO SIGNAL” – this is because of a connection problem between your Sky box and your TV. Again, check these cables and insert properly if needed.
The third is the most popular – the scrambled picture. Because satellite is transmitted in open air, unfortunately your signal strength is subject to adverse weather conditions.
This one you will have to wait out, but it shouldn’t be too long – most weather is handled smoothly. Call the Sky TV contact number above if you need further assistance.
What is Sky Go?
Sky Go is a streaming Sky service available on your devices, so you can keep current with your TV programming, wherever you are in the world. You can have this service on up to two compatible devices. Computer, laptop, Playstation, Xbox, tablet or mobile.
Simply register your device with and follow the easy-to-understand instructions on how to install. Not only can you watch TV, but Sky Go now also includes the popular Sky on demand service.
How much will Sky Go cost me?
Sky Go is free to Sky TV customers, but if you want to connect more than two devices, opt for Sky Go Extra and add another two devices. If you still have questions, the Sky TV customer service team will be able to assist you.
What is my Sky Viewing Card?
Your Sky Viewing Card is an electronic card that goes inside your Sky Box. The device is connected to your Sky account and transmits information about which channels you are subscribed to. The card can be transferred from an old Sky Box to a new one.
However, each time the card is moved to a new device, you may need to manually pair the card and the device. If you are a new Sky TV customer, a Sky engineer should help you activate the card. However, if you have upgraded or changed your Sky Box, you may need to activate your Sky Viewing Card yourself.
A representative from the Sky helpline will be able to assist you further.
I’m a Sky+ customer – how can I activate my Sky Viewing Card?
You can activate your Sky Viewing Card online or on the My Sky App. Before you can activate the card, you will need to have some information to hand, such as your Sky Box version number, Serial Number, Viewing Card Number and Receiver ID.
You can find this information by inserting your Sky Viewing Card into your Sky Box, pressing the ‘Services’ button on your Sky remote control, selecting ‘Settings’ and then selecting ‘Details’.
If you would like to activate your Sky Viewing Card online, you will usually need to log in to your online account on the Sky website. Follow the relevant links to activate your card and enter the information that you took note of earlier. Finally, click the ‘Pair My Card’ button to complete the activation.
If you would prefer to activate your Sky Viewing Card on the My Sky App, you will need to sign in to the app with your Sky ID. Choose ‘Manage Account’ from the menu, then click ‘TV’, ‘TV Settings’ and ‘Activate’. You should then be able to follow the onscreen instructions to complete you Sky Viewing Card’s activation.
Please note: Your Sky Box must be turned on and the Sky Viewing Card must be inserted to be able to complete activation. To activate your card via Sky online or the My Sky App, you need to have already signed up for these services with your Sky ID.
I’m a Sky Q customer – how can I activate my Sky Viewing Card?
You can activate your Sky Viewing Card via your Sky Q remote control. Your Sky Box needs to be turned on and the Sky Viewing Card should be inserted with the chip facing upwards.
Press the ‘Home’ button on your Sky remote control, then choose ‘Settings’, ‘System Info’, ‘Viewing Card Number’ and ‘Setup’.
A message should appear onscreen updating you on the process of activating your Sky Viewing Card. Once the process is completed, you should see the message: ‘Viewing Card Paired’.
What is my Sky TV PIN?
Your Sky TV PIN is a four-digit code used to access restricted Sky TV content. This includes chargeable Sky services that can be bought via Sky TV, such as movies and interactive services, as well as age-restricted channels.
It is often used to avoid buying chargeable services by accident as well as to protect children from inappropriate content.
Customers can enter the Sky TV PIN on their Sky remote control when prompted to gain access to content. The Sky TV PIN can also be enabled and disabled to suit you.
If you are new to Sky TV, your Sky PIN code will usually be the last four digits of your Sky Viewing Card number. Call the Sky customer services phone number if you are still having issues.
How can I reset my Sky TV PIN?
If you would like to change your Sky TV PIN, you can do so via your Sky remote control, your online Sky account or the My Sky App.
To reset your PIN using your Sky remote control, start by pressing the ‘Interactive’ button on your remote. Choose ‘Reset Your PIN’ from the menu and follow the onscreen instructions.
You may need the details of your bank account or credit card that you use to pay your Sky bill, or your Sky account number. Once you have entered the relevant details, you should be able to enter a new Sky TV PIN code.
If you would prefer to reset your PIN via Sky online, log in to your online account on the Sky website and go to the ‘TV PIN’ page. Choose the relevant Sky Viewing Card number, if you have more than one card, and enter your new PIN code on the next page.
To reset your PIN on the My Sky App, log in to the app and go to the ‘Manage Account’ page. Select ‘TV’, ‘TV Settings’ and then click the ‘Update’ button next to ‘TV PIN’. You should then be able to reset your PIN code on the following page.
I’ve blocked my Sky TV PIN – what should I do?
If you enter the wrong Sky TV PIN three times, your PIN will likely be blocked. In most cases, you will be able to attempt to enter your PIN again after waiting for a few minutes. Alternatively, you can reset your Sky Box by turning it off and unplugging it from the mains for a couple of minutes.
Then, you will need to follow the instructions to reset you Sky TV PIN.
How do I set up my Sky+HD Box?
If you are a customer who has upgraded or replaced your Sky Box, you may need to install it yourself. First, check that you have all the parts; your Sky+HD Box, a matching remote control with batteries, an HDMI cable and a power cable.
If you have any missing pieces, get in touch with Sky to try to organise a solution.
Once you have all the relevant parts, you can start installing your new Sky+HD Box. The first step is removing your old Sky Box by switching it off at the mains and unplugging all cables that connect it to your TV. This includes unscrewing the two satellite cables and unplugging the telephone line from your old Sky Box, as well as taking out the viewing card.
Now, you can start installing your new Sky+HD Box. Sky recommends that you leave more than 10 centimetres of ventilation space around the device, both while setting it up and during general use. Start by screwing the two satellite cables into the input ports on the back of your new Sky+HD Box.
If you only have one satellite cable, make sure to connect it to the socket marked ‘DISH INPUT 1’.
Next, plug one end of your HDMI cable into your television and the other into your Sky+HD Box. If you have any trouble working out which end of the cable goes into your TV and which goes into the Sky+HD Box, look for matching colours on one end of the cable and on the socket on your Sky+HD Box.
For customers that don’t have an HDTV, use a SCART cable instead of an HDMI cable.
Now, plug in the power cable, with one end fitting into the Sky Box and the other into the mains. Finally, insert the viewing card from your old Sky Box into the new one, making sure the chip is facing upwards.
Wait a few minutes for the viewing card to initialise, then turn on your TV. Using your television remote control, press the ‘Source’ or ‘Input’ button and choose the correct input for Sky TV.
Then, using your Sky remote control, press the ‘Sky’ button. The standby light on your Sky+HD Box should turn from red to green – if it does not, try again after a few minutes.
When your Sky+HD Box successfully turns on, you should see an onscreen message asking you to connect your router.
Customers who have a router with a WPS button simply need to hold down the WPS button on their router for a few seconds, then press the WPS button on their Sky+HD Box – this should connect the two.
Customers who have a router without a WPS button will usually need to connect their router via the ‘Network’ menu on their television. To do this, click the ‘Connect with Password’ option on the ‘Network’ menu, choose the relevant wireless network and enter your Sky password via your remote.
Finally, you will need to activate your subscription channels. Do this by going to the relevant channel on your television – at the time of writing, the channel is 106 – and follow the onscreen instructions to pair your viewing card and Sky+HD Box.
Alternatively, activate your subscription channels by logging in to your Sky account online.
If you have one satellite cable, rather than two, you need to activate your channels by turning on the ‘Single Feed Mode’ in the hidden ‘Setup’ menu. This menu should be accessible via your Sky remote by going to ‘Services’, ‘Settings’ and then pressing the numbers 001.
After turning on ‘Single Feed Mode’ via this menu, your Sky+HD Box should automatically turn off. Wait a few minutes before turning the box back on.
Now, your Sky+HD Box set-up should be complete. If you have any problems with any of the steps, get in contact with the Sky customer services telephone number to get advice.
How do I install my Sky Hub?
Start by finding the master phone socket in your home – some will have space for two cables and others will only have space for one.
If your master phone socket only has space for one cable, use one of the ‘micofilters’ that came with your Sky Hub to convert it into two sockets – this way you can plug in both your Sky Hub and a telephone line.
Next, plug one end of the DSL cable into the telephone/microfilter socket and the other into your Sky Hub.
You may also want to plug your telephone line back in at this point. Finally, plug in the power cable, with one end in your Sky Hub and the other in a mains power socket, and switch on the power.
When the lights on the front of the Sky Hub stop flashing and remain steadily on, you should be connected to the internet.
Please note: If you used a microfilter to connect your Sky Hub, you may need to use microfilters on other telephone sockets in your home to receive the best possible internet connection.
How do I install my Sky Q Hub?
Before installing your Sky Q Hub, check the activation date on the outer packaging and do not try to install the hub until this date.
For the best performance results, you should also plug your Sky Q Hub directly into the master phone socket of your home.
If you already use this socket for a phone line, Sky recommends using one of the microfilters that come with your Sky Q Hub so that both devices can be plugged into the same socket.
To install your Sky Q Hub, start by plugging one end of your DSL cable into your telephone/microfilter socket and plugging the other end into your Sky Q Hub. You should also plug your telephone line in again at this point.
Next, plug the correct ends of the power cable into the Sky Q Hub and a mains power socket. The Sky Q Hub should be ready to use when three green lights are visible on the device.
Please note: If you used a microfilter to connect your Sky Hub, you may need to use microfilters on other telephone sockets in your home to receive the best possible internet connection. Visit the Sky contact us page for additional assistance.
Where can I find my Sky Broadband WiFi password?
Your Sky WiFi username and password can be found on your Sky Hub. Depending on what model of Sky Hub you have, the details can be found on either the side or the underneath of the hub on a small card.
How can I change my Sky Broadband WiFi password?
To change your Sky WiFi password, you need to be connected to the same WiFi network that you would like to edit.
Open a new window on your computer’s internet browser, enter the relevant IP address and press return. At the time of writing, the IP address needed to change WiFI settings is: 192.168.0.1
On the next page, you need to go to the menu bar and click the ‘Change Wireless Password’ option. If you cannot see this option, you may need to click ‘Wireless Settings’, ‘Setup’ or ‘Wireless’.
You should then be promoted to enter a username and password. At the time of writing, the default username is ‘admin’ and the default password is ‘sky’. On the next page, you should be able to enter a new WiFi password.
Please note: Once you have changed your Sky WiFi password, you will likely need to reconnect all devices using the new log in details.
How can I reset my Sky Broadband WiFi password?
If you don’t have access to a computer or can’t change your WiFi password for another reason, you can reset your hub to use the default log in details found on your hub.
To reset your hub, simply hold down the ‘Reset’ button for over five seconds. Once you have done this, you should be able to log in with the original log in username and password found on your hub.
Please note: After resetting you Sky Hub, all devices will usually be disconnected from your Sky Broadband WiFi. To reconnect, each device user will simply need to connect using the default password details.
How can I connect to Sky WiFi Hotspots?
As a Sky customer, you should have access to Sky WiFi in a number of hotspots. You will need to sign up for a Sky WiFi account via ‘The Cloud’.
Once you have signed up and logged in online with a mobile device, you should be automatically connected to free Sky WiFi whenever you are in range of a hotspot. Find out where your nearest Sky WiFi hotspots are by downloading the Sky WiFi App.
Call the contact number for Sky if you require additional assistance.
How can I transfer Sky Broadband to my new home?
Go to the ‘Home Move’ page on the Sky website and follow the links to inform Sky about moving your Sky Broadband.
You may need to log in to your online Sky account to enter details about your new address as well as the date you move. Sky recommends you inform the company a decent amount of time before your move as it can take a number of days to transfer your services.
Please note: You will need to take all broadband devices and equipment from your old home to your new home, including cables and microfilters.
How can I switch to Sky Talk from another phone service provider?
To switch your phone service to Sky Talk, simply place a Sky Talk order on the Sky website or get in touch with the Sky customer service team over the phone to request to become a customer.
Oftentimes, once you have made an order, Sky will arrange the phone line switch with your previous phone service provider – this way your previous service is cancelled and your new service is started on the same day.
If you are switching from a non-cable service provider, such as BT, EE, O2, PlusNet or Virgin Media National customers, you should have your phone line switched on the same day, remotely or by a qualified engineer.
You can find out how your phone line will be switched by logging in to your online Sky account and tracking your order, going to the ‘Track Order’ page on the Sky website or by getting in touch with the Sky customer service team.
If you use a cable phone service, such as Virgin Media, your phone line won’t be automatically switched from one provider to another on the same day. You will usually need to cancel your cable phone line service after a new Sky phone line has been installed and the Sky Talk service has been activated.
Can I keep my old phone number when I switch to Sky Talk?
Possibly. If you would like to keep your phone number, you need to inform Sky of your current telephone number and phone service provider when joining Sky Talk.
It’s important that you do not close your account with your previous phone service provider, as this could make it difficult to keep your old number. If it is not possible for Sky to transfer your number to a Sky phone line, they should let you know in advance of your order being completed.
To begin the process call the Sky contact numbers above.
Can I get Sky Talk if I don’t have an active phone line?
Possibly. You should contact the Sky customer service department to find out what services are available at your home.
If it is possible to get Sky Talk at your address, the Sky Talk team should be able to process your order and arrange to activate your phone line.
Activation should either be done remotely or by a qualified engineer. You can find out how your phone line will be activated by getting in touch with Sky or by signing in to your Sky account and using the ‘Order Tracking’ tool.
I’m moving home – how can I transfer Sky Talk to my new home?
Go to the ‘Home Move’ page on the Sky website and follow the link to move your Sky Talk service. You may need to have an online Sky account to use this page.
If you don’t have an online account, you can register for one on the Sky website. Once you have informepersonalise your voicemail settings, simpd Sky of your move, you should be able to keep track of any progress using the ‘Order Tracking’ tool on your account.
If you are moving within or to the Republic of Ireland, you may not be able to arrange your move via the ‘Home Move’ page – Sky recommends you contact their customer service team directly instead.
Remember, you need to take all of your Sky devices and equipment from your old address to your new address. You may also be expected to arrange permission for some installations.
For example, if you will be renting your new home, you may need to gain your landlord’s permission for some installations, such as satellite dishes.
Please note: If an engineer will be installing equipment at your new home, you may need to make arrangements for parking and make sure that the engineer has clear directions to your new address.
I’m moving away from the UK – can I take my Sky Talk service abroad?
No. Unfortunately, Sky Talk and Sky’s other services are only available in the UK and Ireland.
What is Sky Talk Shield and how does it work?
Sky Talk Shield is a screening service for your home phone line. Using this service, callers will usually have to identify themselves before their call is put through to your phone.
You should receive a recording of the caller identifying themselves and then you should be given the choice to block, accept or ‘star’ the phone number.
If you block the number, the caller won’t be able to contact your home phone via this number again. If you choose to accept the number, you should be connected to the caller.
If you ‘star’ the phone number, the caller should be able to contact you via the relevant phone number without needing to identify themselves with a voice recording.
You can manage your Sky Talk Shield account as well as your blocked and starred users via your online Sky account.
How can I activate my Sky Mobile SIM card?
Before you can activate your Sky SIM card, you will likely need to sign up for an online Sky account and make sure that your mobile phone is unlocked.
Once you have done this, you will need to choose the correct SIM card size. You should have received a Sky SIM card that can be adapted into three different sizes; Standard, Micro and Nano.
Find out which size of SIM card your mobile device needs – this information can usually be found in your device manual or on the ‘Phone Support’ page of the Sky website – then remove the correct SIM card size.
Next, log in to your online Sky account and activate your SIM card by entering the activation code into the relevant field.
The activation code can usually be found on the same card that your SIM card comes in. You may also need to link your ‘Mix’ using the same activation code – your ‘Mix’ is the data, text and call allowance you have chosen for your SIM card.
Finally, insert your SIM card into your mobile and turn the device on. You should receive a message or notification from Sky to confirm that your SIM card has been activated.
Can I keep my old mobile number if I become a Sky Mobile customer?
Yes. To keep your old phone number, you will need to request a PAC code from the mobile network provider that you are currently with. It’s important that you still have your account open with your old network provider at this point, otherwise you won’t be able to request a PAC code.
Once you have activated your Sky Mobile SIM card and you have a valid PAC code, you should be able to transfer your old mobile number to your new Sky Mobile SIM.
Go to the ‘Keep My Number’ page on the Sky website and log in to your online account. Follow the ‘Keep My Number’ link and enter the number you would like to keep as well as your PAC code.
Once you have confirmed this information, Sky should begin transferring your number. Keep in mind, the transfer is not immediate, it may take a few hours to transfer your number. Sky should send you an update when your phone number has been successfully transferred.
Do I need to unlock my phone to use a Sky Mobile SIM?
Possibly. If you bought your mobile phone from another network provider, the device may be locked to that network.
If you find you have a locked phone, you will usually need to contact the network provider to request to unlock the phone. Keep in mind, some companies will charge an unlocking fee.
Please note: You should not activate your Sky Mobile SIM card until your phone is unlocked.
How do I set up my Sky Mobile voicemail?
Your voicemail should be automatically set up when your SIM card is activated. If your voicemail does not seem to be working, get in touch with the Sky customer service team to request support.
To personalise your voicemail settings, simply dial Sky Mobile’s voicemail number and follow the recorded instructions. At the time of writing, Sky Mobile Voicemail can be reached by dialling 759 or by holding down the number 1 key.
Keep in mind, you may be charged for calls to voicemail.
How can I set up a voicemail PIN code?
You will need a voicemail PIN code if you would like to access your voicemail inbox from a phone other than your Sky Mobile phone.
You should be prompted to set up a voicemail PIN code when you first connect to your Sky Mobile voicemail inbox.
Once you have set up a PIN code, you should be able to access you inbox by calling your Sky Mobile number from another phone, waiting until you reach voicemail, pressing ‘*’ and then entering your PIN code.
How can I change my Sky Mobile Mix?
Your Sky Mobile Mix is the allowance of data, calls and texts you choose to pay for. You can change your Sky Mobile Mix each month to choose an allowance that suits your usage.
To change your Mix, log in to your online Sky account and click the ‘Mobile’ tab.
On the following page, click the ‘Mix’ link and choose to edit your allowance of ‘Data’ or ‘Calls and Texts’. Once you have chosen the amount of data, call or texts you would like, confirm your selection by clicking the relevant button. Your Mix should now have been updated.
Please note: Sky recommends editing your ‘Data’ Mix before editing your ‘Calls and Texts’ Mix, as many data plans have the option of unlimited free calls and texts.
What is Sky Mobile ‘Piggybank’ and how can I use it?
The Sky Mobile ‘Piggybank’ is a mobile data saving bank. At the end of each billing month, unused data from your Sky Mobile Mix allowance should be saved in your Sky Mobile Piggybank.
You can choose to use data from the Piggybank when you are running low on mobile data in the future.
Please note: There must be over a certain amount of data left at the end of your billing month for it to be transferred to the Sky Mobile Piggybank. At the time of writing, you must have at least 1GB of data remaining for it to be transferred to the Piggybank.
How can I sign up for the My Sky App?
To use the My Sky App, you need to have already signed up for an online Sky account. Next, download the My Sky App from the Apple App Store or Google Play to a compatible mobile device.
Then, you can log in to the app using your Sky ID. You should now be able to manage a number of elements of your Sky account while on the move, including Sky Broadband, Mobile, Talk and TV.
Please note: You must have access to 3G or 4G internet on your device to be able to use the app.
What is ‘Sky Go’ and what devices can I use it on?
Sky Go is a streaming service available to Sky TV customers. The service allows customers to watch Sky TV on mobile devices while on the move in the UK or Ireland.
To use Sky Go, you will need to download the Sky Go App to a compatible device. At the time of writing, the Sky Go App can be downloaded to a number of computers, game consoles, laptops, mobiles and tablets.
You can find out if your device is compatible with the Sky Go App on the Sky website or by contacting the Sky customer service team.
Once you have downloaded the app, you should be able to sign in to your online Sky account with your Sky ID and access Sky TV remotely.
What is the Sky VR App and how can I use it?
The Sky VR App is a virtual reality application that can be used to watch videos.
You will need to download the app from the Apple App Store or Google Play to a compatible device, such as an Android device with OS version 5.0 (or more) or an iPhone with iOS update 8.0 (or more).
After downloading the app to a compatible mobile device, simply choose a video from the Sky VR App to watch. Sky recommends using the app with a headset, such as Google Cardboard, Oculus Rift or Samsung Gear VR, for the best possible experience.
What is the Sky Kids App and how can I use it?
The Sky Kids App is a video streaming service for children. The app can be used by Sky TV customers who are subscribed to the ‘Variety’ or ‘Box Sets’ bundles.
Customers simply need to download the app to a compatible device, such as a Android, Kindle Fire or iOS tablet. Next, sign in to the app with your Sky ID to gain access to a choice of children’s videos and entertainment.
What is ‘Remote Record’ and how can I use it on my Sky Box?
‘Remote Record’ is a Sky service that allows Sky TV customers to record programmes from anywhere in Ireland or the UK.
To use the Remote Record service, you will need to sign in to you online Sky account and go to the ‘Settings’ page. Click the ‘Manage Remote Record’ link and then click ‘Activate Remote Record’ – if you have more than one Sky Box, make sure to pick the one that you would like to activate.
You can also activate the Remote Record service via the My Sky App by logging in to the app with your Sky ID. Once you have logged in, click ‘Manage Account’, ‘TV’, ‘TV Settings’ and then the ‘View’ link next to ‘Remote Record’. Finally, click ‘Activate Remote Record’.
Once you have updated this setting, you should be able to record programmes while away from home. Customers can set up recordings using the Sky+ or Sky Go app, on Sky’s Online TV Guide or Cinema website, on the Never Miss website or via Sky TV email.
What can I use the Sky+ App for?
The Sky+ App can be used to record films and TV programmes on the Sky+ Box while away from home.
Sky+ customers can download the Sky+ App via Google Play or the Apple App Store. Once you have downloaded the app to a compatible mobile device, you should be able to record programmes on to your Sky+ Box remotely.
Keep in mind, you cannot watch the recorded programmes via the app, you can only record them on to your Sky+ Box to watch when you return home.
Please note: Your mobile device will need access to wireless, 3G or 4G internet to be able to use the Sky+ App.
What can I use the Sky Q App for?
Customers with a Sky Q Box can use the Sky Q App for a number of purposes, both at home and on the move. The app can be downloaded to many mobile devices from Google Play or the Apple App Store.
While at home, the Sky Q App can be used to watch Sky TV, saved recordings and on demand programmes – this means residents can watch different TV shows at the same time.
The Sky Q App can also be used to download on demand shows to your device or Sky Q Box, as well as to arrange film or TV shows recordings to your Sky Q Box.
While away from home, the Sky Q App can be used to watch on demand or live television, download on demand shows and watch downloaded content.
Please note: You may need WiFi, 3G or 4G access to use some of these services on the Sky Q App.
A Sky Q Multiscreen subscription may also be needed for some of the above services.
How can I cancel one of my Sky services?
The easiest way to cancel one of your Sky services is by contacting the Sky customer service team or via your online Sky account.
How can I view and pay my Sky bill?
Your Sky bills are available on your online Sky account or on the My Sky App. If you are a Sky TV customer, you may also be able to view bills via your Sky Box.
To view or pay your bill online or via the app, you need to sign in using your Sky ID. Once you have signed in, you should be able to view previous bills, pay for bills and edit your payment details.
Why does the price of my Sky bill vary?
In most cases, you should be able to see a breakdown of any costs and charges on your Sky bill – check your bill carefully to see if the change in cost can be explained by one of the charges.
You may have been charged for a one-off purchase, such as downloading a chargeable film via Sky TV or calling a premium number via Sky Talk.
Keep in mind, most of your Sky services will often be combined into one bill. For example, Sky Broadband, Talk and TV should all appear on the same bill.
In most cases, you will pay a fixed amount for all of the services in advance. Any one-off charges, such as buying movies via Sky TV, will usually be charged on the following bill.
Please note: If you are a Sky Mobile customer, you may receive a separate bill for this.
How can I view and pay my Sky Mobile bill?
You can view and pay for your Sky Mobile bill via your online Sky account or the My Sky App.
Once you have signed in with your Sky ID, you should be able to view and pay your bill easily. In most cases, you will be prompted to pay via credit/debit card or by direct debit.
Keep in mind, the day of your first Sky Mobile bill will usually be a few days after your SIM card has been activated.
If you are paying via direct debit, your first bill could be up to a fortnight after your SIM was activated. Once your first bill has been paid, you should receive a bill at a similar time of every following month.
However, you may be able to change the date of your payments online or via the My Sky App.
In general, your Sky Mobile Mix, and any other additions bought with it, will be charged in advance. One-off charges made during the month will usually be charged in your next bill.
How can I change my Sky package?
If you would like to upgrade your Sky package, go to the ‘Offers and Upgrades’ page on the Sky website.
Choose the package you would like to purchase and sign in to your online account when prompted.
Your Sky package upgrade should be updated within a full day of completing your purchase. If your Sky package does not update within the expected amount of time after paying for an upgrade, get in touch with the Sky customer service team.
If you would like to downgrade your Sky package, log in to your online Sky account and choose the package you would like to downgrade, such as ‘TV’ or ‘Broadband and Talk’. On the next page, click the ‘Manage’ option – it may come up as ‘Manage My Broadband’, ‘Manage My Talk’ or Manage My TV Package’.
Next, follow the onscreen instructions to downgrade or remove the relevant service.
What happens if I terminate my Sky contract early?
Most of Sky’s service contracts are between 12 and 18 months long. If you decide to terminate your Sky contract early, you may be charged a fee.
Some contracts have a ‘minimum term’ – if you terminate your contract early but not before the minimum term, you may not be charged a termination fee.
Keep in mind, you may need to give a certain amount of notice to cancel some Sky services.