FAQs

1. I thought there was a technical support helpline for Sky Broadband customers.  What’s this?
   Technical support is available to Sky Broadband customers for help with their broadband service only. Sky Protect PC has been designed as a complementary service to help you if you have a problem using the computer itself, i.e. the hardware and software that make up your PC or laptop.
2. I’ve got Sky Protect, doesn’t that cover me?
   Sky Protect includes your Sky wireless broadband router as its part of the equipment Sky has provided to you. Your computer, however, has not been provided by Sky and as such is not looked after by Sky Protect.

   Find out more about protecting your Sky equipment with Sky Protect

3. Is there anything that you can’t fix?
   No-one can guarantee that they can fix everything on a computer. Some things are not covered by Sky Protect PC. For instance, hardware breakdowns or damage caused by accident. Alternatively, we may tell you that your computer does not have the capacity to run all the programs you require. In any case we will always be clear with you, speak in a language that you understand and advise the best course of action in any event.
4. Can you advise me on what to buy?
   When you join Sky Protect PC our agents will be happy to suggest types of product that might help you, but unfortunately we are unable to offer recommendations or advice on specific makes and brands.
5. My Sky Player isn’t working properly.  Can you help me?
   In the first instance you should contact Sky Player Customer Services on 08442 411 599^† to ensure there’s nothing wrong with your service. If the service is working fine but you are having trouble installing or using the Sky Player software, or if you’re having problems watching programmes you have downloaded then Sky Protect PC can help.
6. Are there any times when Sky Protect PC is closed?
   We are open daily from 8am - 10pm, every day except Christmas Day.

Using Sky Protect PC

1. Do I have to be a subscriber to use Sky Protect PC?
   No, we also offer an Instant Fix service for a one-off fee of £59. An Instant Fix covers the same range of problems as the subscription service and is guaranteed for 30 days after completion. If you think you might want to use Sky Protect PC more than a couple of times a year, you might like to consider the subscription package instead. Please call us on 08444 811 234^† for an Instant Fix.
2. What do I do if I have a problem with my computer?
   If you are a subscriber to Sky Protect PC, please call us on 08444 810 238^†. If you would like an Instant Fix, please call us on 08444 811 234^†.
3. What do I need to have ready when I call you?
   If you are a subscriber, please have your membership details handy. Be ready with your computer turned on and connected to the internet, if it is working. If you have a question about a specific piece of software or hardware, please have any paperwork or CDs handy too.
4. What’s an online support session / remote support?
   Using an online support session (also called remote support) is a quick and easy way for us to fix your computer. It means that instead of having to wait days for someone to turn up on your doorstep, our technicians can, with your permission (and assuming you have a good, working internet connection), 'remote control' your computer and fix it straight away.

   We can only set up an online support session with your permission. If you do not allow us in then we cannot connect to your computer. You are in full control of the session at all times, you have primary control of the mouse and if you are unsure of anything, you can end the session with one click. Furthermore, we can only see what's on your screen, meaning that you can see everything we do.

5. How secure is my data during an online support session?
   Completely secure. We have no access to your data, nor can we transfer any. We can only see what's on your screen at any time and you can control the repair session at all times. There is absolutely nothing we can do without you knowing about it.
6. What safeguards should I have on my computer to prevent breakdown/keep it working?
   Install good anti-virus software and run regular updates on it, plus follow the manufacturer's recommendations on how to keep your machine clean and safe.
7. What do I do if I spill a drink on the computer?
   Immediately unplug it so as not to risk electrocution. Unfortunately, Sky Protect PC does not include any damages caused by accident, but we will be able to provide you with a reputable repairer.

Your agreement with Sky Protect PC

1. What do I do if I am unhappy with your service?
   Please contact us on 08444 811 234^† with any feedback and we will be happy to help.
2. What if the same thing goes wrong a second time?
   If you have a Sky Protect PC subscription, you can call whenever it goes wrong and we will look at the problem again. If you bought a Sky Protect PC Instant Fix, we will take another look at the problem for free if you contact us within the 30 day guarantee period, otherwise we may charge you for a repeat fix.
3. Is my fix guaranteed?
   Yes. Sky Protect PC Instant Fix is guaranteed for 30 days after completion, meaning you can contact us during this time for free help with the same problem if you are not satisfied. Alternatively, signing up to the Sky Protect PC subscription service means you can have as many fixes as you need in a year (subject to a fair usage policy; please see the terms and conditions for more information).

   Sign up to the Sky Protect PC subscription service

4. What if you can’t fix my problem?
   There are some things we will not be able to fix, such as a broken screen for instance. If you do not have a manufacturer's guarantee or extended warranty plan to cover this, we may be able to help organise a repairer for you or advise on the right course of action for you to take.
5. How do I cancel my Sky Protect PC subscription?
   If you have not used the service during the current year of your contract, you can cancel your subscription at any time. If you have used it, but we have not been able to fix your problem on any occasion, then you can cancel at any time.

   If you have used the service and we have successfully fixed at least one problem for you, you must complete the 12 month minimum subscription. Cancelling your Direct Debit with us will not cancel your plan and we will take steps to retrieve any outstanding payments, under the terms of your contract with us. Please see the terms and conditions for more information.