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Sky help, issues and complaints

By Aaron Howdle | Friday, May 26th 2023

The broadband, TV and phone service provided by Sky offers fantastic options for entertainment, education and everyday utility, but what do you do if your broadband has slowed to a crawl or your TV picture keeps on breaking up? What is the best way to get your problem fixed?

In this guide we will take a look at how Sky can help when problems arise, plus solutions you can try yourself to solve minor problems. Whether you have a problem with your bill or a slow broadband connection, this guide will advise you on how to find a solution. Sky provides a lot of help on its website, but you can also contact them by telephone to solve any issues you might have.

Problems with your bill

If you have missed a payment or are struggling to pay your bill

You can only have a Sky account with a direct debit or an automatic monthly card payment, but if your card is declined due to financial difficulty and as a result you miss a payment, you should get in touch with Sky as soon as possible to avoid either being cut off or being charged late payment fees.

Sky can help you with this if you contact them. The help it can offer depends on a number of factors, including the frequency of late payments and whether you already have a payment plan in place. Whatever your situation, it is a good idea to contact Sky.

It is worth noting that you can’t cancel your Sky account if your service is restricted. Cancellation can begin once the service is reinstated.

If you think you have been overcharged

If your bill is unexpectedly high, check your contract for charges such as late payment fees, expensive phone calls which fall outside your call package, or any extras you don’t think you ordered. If you are sure a charge is incorrect, get in touch with Sky online or over the phone.

Broadband Faults

If your broadband connection slows to a crawl, or disappears completely, there are a few things you can try before contacting Sky.

  • Have you tried turning it off and on again? – Unplug your router from the power supply. While you are there, unplug the cable which runs from the router to your telephone socket at both ends. Wait a couple of minutes before plugging the cable firmly back into the telephone box socket and the router. Now reconnect the power and wait for the router to finish its start-up sequence. Check if you are reconnected
  • Have you paid your bill? – If you haven’t noticed a failed direct debit payment, it is possible your service has been restricted. It will be reinstated when the bill has been paid, or you may be able to come to an arrangement with Sky if you are in difficulty
  • Check the service status – Visit the Sky website to find out if there is any maintenance work affecting your service
  • Plug a device directly into your router with an ethernet cable – If the device can connect to the internet this way, then the problem may be with your wifi

If none of these suggestions help, contact Sky directly to report the fault. If necessary, an engineer will visit to solve the problem.

TV faults

What should you do if your TV picture is breaking up or there is no signal at all?

Sky offers more than one set-top box, so instructions will vary depending on which box you have. Take a look at the Sky website for box-specific instructions. The website will take you through a few steps you can try, including how to reset the box or check the HDMI connection to your TV.

If none of this works, contact Sky directly by phone or via its website. It may be necessary for Sky to send an engineer to check your system and/or satellite dish (if you have one).

Customer service phone number

You can contact Sky on 0333 7591 018 to get help or report a fault. You can also check the status of your account or view your service status online at the Sky website.

Slow or unreliable broadband

A number of different factors can affect the speed of your broadband connection, from the distance between your property and the nearest on-street cabinet, to the position of your router. Speeds are also affected by the number of users in your home. If your household is connected to numerous devices then you may need a faster broadband package.

If you have a slow wifi connection in some parts of your property

If you have a large home, or even one with lots of structural steel, this can interfere with your wifi connection, so finding the right position for your router is important to make sure your devices are close enough to get a good connection. If you need a good connection in a part of your home where your wifi signal is weak, you can either buy a powerline adaptor to connect directly to your router via your property’s electricity cables. Alternatively, you can run an ethernet cable from the router to your computer (these hard-wired connections won’t help with wireless devices such as phones).

To improve your wifi signal, a Sky wifi booster will be the best option. You can choose to add Sky Broadband Boost to your current package for an extra fiver per month.

If you have consistently slow wifi

If your connection speed is consistently slower than the estimated speed you were quoted when you took out your contract, you can make a formal complaint. Call the Sky customer service number to get started. It is a good idea to rule out any technical faults before taking this step as the problem may be something Sky can fix.

Use social media to speed up response times

If you are experiencing persistent problems with your service, you can try posting your concerns on the Sky Facebook or Twitter accounts. Sky wants to be seen to provide a good service, so making your complaint on a more public platform can push providers to act more quickly.

It is important to remain polite, clear and factual in these interactions to get the best response.

Frequently asked questions

What causes broadband issues?

Problems with broadband routers can often have very simple solutions. These can be found by following instructions over the phone or on the Sky website, where there is a copious amount of advice to be found. The position of the router in your property can affect the quality of your wifi signal, and a slow connection can result from your home being a long way from the nearest Openreach cabinet. More serious issues like poor quality cabling in the street will require work from Openreach engineers.

What causes TV issues?

Problems with Sky TV can come from a number of technical issues with your system, such as satellite dish alignment or even bad weather in rare cases. There may also be simple things wrong with your Sky box which can be solved over the phone or via live chat. More technical issues will require a visit from an engineer.

What is the Universal Service Obligation?

Ofcom requirements state that customers receiving a broadband service with download speeds under 10Mbps are entitled to ask for an upgraded connection. This could be through your pre-existing connection, or it could require the installation of new cables. The full fibre network being rolled out by openreach is now available to around a third of the country and will likely resolve any speed or reliability issues you have if you can get it.

How quickly are faults fixed?

Depending on the complexity of the issue, most faults should be fixed within two days. However, if an engineer needs to visit, it will depend on which appointments are available. Sky provides its broadband and telephone service over the Openreach network, a separate entity to Sky, so extra time may be required for engineers to fix broadband or phone line issues as they may require action from Openreach.

Can a faulty telephone line affect my broadband?

Yes. Sky superfast broadband is provided over a telephone line, so problems with the line can affect broadband as well. Sky’s full fibre broadband does not use a telephone line however.

How can I find out if there is a fault in my area?

You can find out the Service Status in your area on the Sky website.

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