Sky contact numbers: How to get in touch with Sky

Dan Howdle | April 12th, 2024

When you have a problem needing resolved, you want to be able to speak to the right person, fast. Sky has multiple options for getting in touch, whether you’re a new or existing customer, as well as extensive online guides. We’ve collected the most direct ways to contact Sky, whether you’re looking to troubleshoot your existing services, or are in the market for a new Sky bundle.

Contact Sky

Sky has a range of numbers available to call on its website, making it easy for existing customers to find the solution they need. However, if you don’t already have an account with Sky, you will likely be directed to the sales team, which takes calls from 8:45am to 8pm.

Quick overview

Sky customer service number

Sky’s general customer service number is 0333 7591 018. If you are an existing Sky account holder, the automated service will recognise your number and offer you options relevant to the services you currently receive, to direct you to the right operator. If the line doesn’t recognise the number you are calling from, it will ask you to enter the phone number linked to your account to identify you, so have this to hand when you call.

Those who don’t yet have a Sky account should hold the line. The automated service will then ask you to state aloud the reason for your call, and direct you to the appropriate department.

Most mobile and landline bundles will include calls to 0333 numbers, though this is not a freephone service. If these numbers are not included in your package, you will be charged at the same rate as 01 and 02 numbers.

To get a new Sky deal

With Cable.co.uk, you can receive special offers for Sky services that you won’t find listed in its current deals on Sky.com. Call our sales team directly on 0333 210 0092 and we’ll recommend the best deal for you, with no obligation to buy. You can reach us Monday to Friday, from 9am to 5.30pm.

Sky customer service via Live Chat

If you’d prefer not to phone, certain Sky departments offer customer service via live chat. Sky’s Virtual Assistant appears at the bottom of most pages of the Sky website, and will ask you questions to understand the nature of your query. The Virtual Assistant will then direct you to relevant resources, with a button to sign in to live chat, if applicable. Sky’s live chat services run from 8.30am to 4.30pm, Monday to Sunday.

Response time on this service is not always immediate, as your agent will often be helping several customers at the same time.

Accessible customer service from Sky

Sky also has a number of service options if you have additional access needs. This includes a BSL Live Sign service, where a qualified interpreter will join you via webcam to support your customer service query. You can also use Relay UK (previously Next Generation Text Service) with Sky’s customer service lines, aiding your experience if you have hearing or speech difficulties.

Sky has an accessible general customer service number, too. You can call this line on 0344 241 0333.

Sky on social media

Sky is active on social media in case you want help finding the right solution without trawling its website. You can message Sky on Facebook or tweet @Sky or @SkyHelpTeam on Twitter for support. Direct messages are open on both accounts, if you’d prefer not to broadcast your query on your public feed. Sky’s Twitter account is staffed from 8.30am to 9pm on weekdays, and from 9am to 9pm on weekends.

How to complain to Sky

If you’d like to raise a complaint to Sky, you can do so with the dedicated complaints number, 0333 759 1898. You can also direct your complaint to the general customer services number, above. Live chat is available for complaints, and this is staffed between 8.30am and 7.30pm, or you can email your complaint if you prefer.

If your complaint is about something you’ve seen on Sky TV, you can ring the specific viewer complaints line on 0344 241 0265.

Resolving your issue by phone may involve escalating your complaint to a specialist advisor. Complaints in writing will also be forwarded to the most suitable person, who will typically respond by phone call, or in writing in some cases. Sky aims to respond to and resolve complaints within 10 days, but will advise if the resolution process is likely to take longer. You may find your issue resolved quicker if you decide to reach out by social media, as companies tend not to like leaving public complaints unresolved. Sky deals with complaints posted on Twitter through @SkyHelpTeam, and we’d recommend a direct but polite approach here.

How to escalate your complaint

You might be disappointed with the response you receive after your Sky complaint. If this is the case, or if you have not received a resolution after eight weeks from when you first sent the complaint, you can escalate your complaint to the Communications and Internet Services Adjudication Scheme (or CISAS), an independent organisation. This route is known as Alternative Dispute Resolution, where CISAS will review the complaint and make a decision on your dispute. If CISAS upholds your complaint, Sky must act based on CISAS’ instructions.

To open a case, CISAS can be called on 0207 520 3814 or emailed at cisas@cedr.com. You should outline your situation and provide any evidence you can when reaching out.

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