Help & Support

If you can‘t find the answer to your question here, please call our dedicated UK helpline on 0800 561 4457.
(Calls may be recorded and monitored for quality and training purposes. Lines open 8am – 11pm 7 days a week.)

For details of how to contact us by post or email, please see our contact page.

Questions about your policy

Yes you can. Sky Protect Plus complements your Sky box and devices manufacturer‘s warranty by covering your equipment and devices against accidental damage while in guarantee. Once your manufacturer‘s warranty has come to an end you‘ll also get a further cover against breakdown and accidental damage.

No, if you upgrade your box we'll automatically upgrade the rest of your Sky Protect Plus policy without changing the price.

With Sky Protect Plus, you can cover TVs and Games Consoles under 8 years old, Laptops and Tablets under 3 years old.

All items must have an original purchase price of under £2,000 and be in good working order.

You can cover up to 8 devices in one policy.

You can protect any of the following, provided they are under 8 years old and cost less than £2,000 when new:

  • Playstation 3
  • Playstation 4
  • Xbox One
  • Xbox 360

Your tablet or laptop must be under 3 years old and cost less than £2,000 when new. Tablets exclude e-readers and items where the primary use is as a mobile phone.

Our Service Pledge covers your core Sky equipment – your Sky box(es), minidish, Sky Wireless router, Sky on demand connector, cabling and remote.

If Sky engineers don’t fix or replace your core Sky equipment within the next two days of you telling us about the problem, you’ll get a week’s worth of your TV subscription back.

The pledge won't apply if you turn down an engineer's visit offered to you within the next two days or are not at home for an engineer's agreed visit. Bank and public holidays are excluded from the two-day period.

For more about the pledge please read our service pledge.

  • Is the postcode different? You need to use the postcode as it‘s written on your letter. If your postcode is incorrect, use this one for now, and then you'll be able to edit your details once you are in the system.
  • Have you typed a number instead of a letter? As a rule, the first three or four characters of your unique reference/policy number can be letters or numbers. The last seven characters are always numbers.
  • Is the space in your reference/policy number causing a problem? Try entering your number with and without the space.
  • Are you using the reference/policy number from your Sky letter? This unique reference/policy number refers to Sky Protect only, not any other appliance or communication you may have received.

If you're still having problems please call us on 0800 561 4457*.

The price of Sky Protect depends on the type of your main Sky box. You can get a quote for your box here.

Yes. Did you know Sky Protect also covers:

  • An unlimited number of Sky boxes in your home^
  • Remote(s)
  • All associated Sky cabling
  • Sky wireless router (if you have one)
  • LNB
  • tvLINK

No. Sky Protect covers you for as many repairs as you need at no extra cost.

If you have a problem with your Sky equipment, try Sky's simple troubleshooting tips. If that doesn’t help, you can book a Sky-approved engineer by calling 0800 561 4457*.

You can pay for your Sky Protect Plus policy by Direct Debit or credit/debit card. Please note that the Sky Protect Direct Debit is separate from your Sky subscription payments.

If you've recently received a Sky Protect Plus offer in the post, please select "Received a letter" at the top of this page to take it up, or click here to get a quote.

If you upgrade your box you may find the price of your policy goes up when you renew. But don’t worry, we'll notify you of any changes in the price of your policy before they take effect and your cancellation rights will remain unchanged.

Before your Sky Protect Plus policy ends we will write to you about continuing your protection with a new policy. The renewal notice we send will show the new premium to pay. The premium payable may be more than the current premium. If you pay for your Sky Protect Plus policy by Direct Debit you do not need to do anything to ensure that you stay protected. We will automatically continue your protection for a further 12 months with a new policy. If you do not wish to continue your protection you will need to contact us.

For the terms and conditions of your policy, please read the Sky Protect Plus Policy Summary and Terms and Conditions.

Please give us a call on 0800 561 4457* and we‘ll send you another copy of your documents.

You can let us know if your details change by calling us on 0800 561 4457*.
Alternatively, you can contact us by post or email.

Yes. Sky Protect is the only insurance endorsed by Sky. You can rest assured that we will only send Sky engineers to your home to solve any problems you may have with your Sky equipment.

Yes. Engineers are available for call-outs seven days a week, even at the weekends.

One of our approved engineers will repair your TV, Tablet, Laptop or Console away from your home and we will pay for the collection and return of your item. An engineer may also come to your home to repair your Sky and TV equipment at your leisure.

No. All costs are included in the price of Sky Protect Plus. There‘s no hidden insurance excess or additional call-out charges.

Whether your equipment has been accidentally damaged or broken down completely, help is only a phone call away. Call us on 0800 561 4457*.

We really hope we haven‘t let you down. If there's anything we can do to improve your experience, please don't hesitate to let us know. If you'd still like to cancel your policy, you can contact us by phone, email or post.

For details of your cancellation rights please see the Policy Summary and Terms and Conditions.

We're committed to providing a level of service that makes our customers happy. But if there's anything you're unhappy with, contact us and we'll do our best to put things right.

For information about our complaints process, please read our complaints handling document.

*Calls may be recorded and monitored for quality and training purposes. Lines open 8am – 11pm 7 days a week.
^Subject to the Policy Terms and Conditions.

Help with your Sky Equipment

From problems with your Sky box to trouble with your remote, check out the handy troubleshooting tips below for simple solutions.

We have tried to include all of the most common equipment problems experienced by Sky customers, but if you are still unable to find the answer you require, please check the Help & Support section of the Sky website.

Your Sky TV PIN is a four digit code which lets you access age restricted content, interactive services and Sky Store movies, as well as set up parental controls on your Sky box to restrict the programmes and channels that can be viewed on your TV.

If you do not know or have forgotten your PIN, or if you would like to reset it, please read the PIN Help & Support information on the Sky website.

If something has gone wrong with your Sky box, TV set or connections you may see:

  • A plain or multi-coloured screen, such as a blue or green screen with no pictures at all.
  • A rolling or jumping picture.
  • Programmes that should be in colour showing in black and white.
  • Blurred or frozen images on the screen.
  • Snowflakes (just showing moving white dots/interference).
  • Picture blocking (‘blocky’ or pixelated picture, image split into rectangular shapes).

For details of the causes of TV picture problems, and possible solutions please read the Help & Support information on the Sky website.

This could be due to bad weather, damage, or something blocking the signal.

In order to find the cause and resolve your issue, please use the satellite signal diagnostic tool on the Sky website.

Your Sky box will occasionally let you know that a recording has failed and will display a message telling you why. For further details and information about how you can avoid these messages in the future, please read the Recordings and Planner Help & Support information on the Sky website.

If your Sky box is stuck on standby, or displaying a continuous or flickering red or amber light, there are a few things you can do yourself to fix the problem.

For a step-by-step guide to fixing you specific Sky box, please read the Standby Help & Support information on the Sky website.

Other

Sky Protect is the only insurance endorsed by Sky. It is provided by Domestic & General, the UK‘s leading specialist warranty provider and developed in conjunction with Sky and is specifically for Sky customers. Sky UK is an introducer appointed representative of Domestic & General Insurance PLC, which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

If something goes wrong, you can call our dedicated UK helpline seven days a week. We’ll send you a Sky engineer as soon as we can, even at the weekend. Repairs won‘t cost you a penny more, and if we can‘t fix it we‘ll replace it subject to the policy’s terms and conditions.

You'll also be able to request an annual Sky equipment healthcheck too. This will help to make sure it‘s set up properly and is in good working order.

Sky Protect is the only insurance that is endorsed by Sky and is provided by Domestic & General Insurance PLC.

Other companies can offer you cover for your digital satellite equipment. It is against the law for them to say that they are Sky or that they‘re contacting you with permission from Sky, just something to keep an eye out for.

Every year, you can request an annual healthcheck on your Sky equipment to make sure it‘s set up properly and is in good working order.

Our technical helpline experts will guide you through a variety of recommended remote resolution processes. These will help with checking signal strength, LNB reboots and signal retuning.

Sky+,Sky+HD and Sky+HD 1TB customers can also get help with hard disc management issues and how to run a planner rebuild.

Give us a call on 0800 561 4457*. If you provide your name and policy number, we'll be able to confirm whether you have a Sky Protect Plus policy.

You can buy Sky Protect online.

Get a quote here.

All information exchanged online is encrypted using SSL software and we make every effort to keep your personal information confidential. The site uses Thawte's Digital IDs for the best possible protection for our customers.

All customer data we collect is protected against unauthorised access. Protecting your data is our utmost priority.

If you‘re concerned about mail or phone calls you may have received from someone claiming to be from Sky, please let us know.

Your feedback is important to us and we want to hear what you think about Sky Protect.

Give us your feedback here.

If you‘re still within the first 12 months of your Sky subscription contract, just call Sky on 03442 414 141.

If you‘re outside the first 12 months of your Sky subscription contract and your Sky box is broken, you can get a repair and 6 months cover with a Service Call Protect Policy. For more information call us on 0800 561 4460*.

*Calls may be recorded and monitored for quality and training purposes. Lines open 8am - 11pm 7 days a week.
^Subject to the Policy Terms and Conditions.