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.

Before you buy

Sky Protect Plus is the only insurance endorsed by Sky. It’s provided by Domestic & General, the UK‘s leading specialist warranty provider, and developed with Sky to offer you cover to suit your needs.

When something goes wrong, you can make a claim online or 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. And repairs won‘t cost you a penny more*. Plus, we’ll fix your product or replace it, subject to the policy’s terms and conditions.

You can also get an annual Sky equipment health check, helping to ensure everything’s set up properly and is in good working order.

*If you make a claim on your mobile phone, there will be a £75 excess.

Yes, it is. Sky Protect Plus is provided by Domestic & General, the UK‘s leading specialist warranty provider, and developed with Sky to offer you cover to suit your needs.

Other companies can offer cover, but it’s against the law for them to say they’re Sky or contacting you with the permission of Sky. Just something to keep an eye out for.

Yes, you can. Sky Protect Plus adds to your standard warranty by covering your Sky equipment and viewing devices against accidental damage. Then, when your manufacturer‘s warranty ends, you‘ll be covered for breakdowns and faults as well as accidental damage.

Yes, it is. Sky Protect Plus also covers:

  • All the Sky boxes in your home
  • Your remotes
  • Your Sky cabling
  • Your Sky wireless router (if you have one)
  • Your LNB
  • Your tvLINK

As a Sky Protect Plus customer, you have exclusive access to priority slots when you need a Sky engineer*. This means we aim to repair or replace your core Sky equipment the verty next day when you call before 4pm, or you'll benefit from our Service Pledge.

*Excludes special heights and premises difficult to access safely, North Highlands and Islands.

Our Service Pledge covers your core Sky equipment – your Sky boxes, Sky dish, Sky router, Sky on demand connector, cabling and remote.

If Sky engineers don't fix or replace your core Sky equipment the day after you tell us about the problem, you’ll get a week’s worth of your Sky TV subscription back.

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

For more about the pledge please read our Service Pledge.

With Sky Protect Plus, you can cover TVs, mobiles, games consoles, laptops and tablets. They just need to have cost less than £2,000 when new and be working properly. If you’re covering a mobile, it also must be no more than three years old.

Your first device is included in your Sky Protect Plus policy when you register it, and you can add up to seven more.

Your first device is included in your Sky Protect Plus policy when you register it and you can add up to seven more.

Your Sky Protect Plus policy gives you access to expert engineers who will repair or replace your mobile if:

  • Its screen breaks
  • It suffers liquid damage
  • It breaks down
  • An accident stops it working properly

Plus, you’re covered if any of the above happens anywhere in the world. So, if you’re on holiday and drop your protected mobile, you can get it repaired through your Sky Protect Plus policy when you get home.

You can add any of the following to your Sky Protect Plus policy, as long as it cost less than £2,000 when new and is in good working order:

  • PlayStation 3
  • PlayStation 4
  • XBOX One
  • XBOX 360

You can get continuous Sky Protect Plus cover from £8.99 a month. This insures your Sky equipment and one viewing device. You can also add up to seven more viewing devices to your policy for £3 a month each.

Build your cover

You'll pay for your Sky Protect Plus policy by Direct Debit. Your Sky Protect Plus Direct Debit will be separate from your Sky subscription payments.

No. Sky Protect Plus covers you for as many repairs as you need. And if we can’t fix it, we’ll replace it at no extra cost.

The only time your premiums might increase is when you renew your policy or if you add more devices to it, but we’ll always tell you exactly what you’ll be paying.

You will only be charged an excess when making a claim for a mobile phone, in which case there is a £75 excess. All our other policies are excess-free.

Mobile phones must be no more than 3 years old and cost less than £2,000 when new.

As long as your phone is within the age and cost limits, and doesn’t have any unauthorised modifications, you can cover it.

No, all you need is your IMEI number, which you can get by dialling *#06# from your phone.

You can get your IMEI number by dialling *#06# from your phone. If you’re making a claim and your phone is no longer working, you can also find the IMEI number under the battery if it’s removable or printed on the SIM tray.

You can buy Sky Protect Plus online. Just tell us what Sky box you have and add up to eight devices (TVs, mobiles, games consoles, laptops or tablets) to your policy by clicking here.

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’ve included the most common equipment problems, but if you can’t find the answer you need, try the Help & Support section of the Sky website.

Your Sky TV PIN is a four digit code that lets you access age restricted content, interactive services and Sky Store movies. It also lets you set up parental controls on your Sky box.

If you don’t know your PIN, please read the PIN help & support information on the Sky website.

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

  • A plain or multi-coloured screen with no picture 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
  • Moving white dots/interference
  • Picture blocking (‘blocky’ or pixelated picture, image split into rectangular shapes)

To find possible solutions for these problems, please read the picture troubleshooting information on the Sky website.

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

To find the cause and fix the problem, please use the satellite signal diagnostic tool on the Sky website.

Your Sky box will occasionally let you know a recording has failed and will display a message telling you why. To find out how you can avoid these problems, please read the recordings and planner help & support information on the Sky website.

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

For a step-by-step guide, please read the standby help & support information on the Sky website.

Repairs

Whether your equipment has been accidentally damaged or broken down, we're here to help. You can make a claim online here , or call us on 0800 561 4457. Calls may be recorded and monitored for quality and training purposes.

Sky Protect Plus is the only insurance endorsed by Sky, which means we'll only send Sky engineers to your home.

Yes, Sky engineers are available for call-outs seven days a week.

Your mobile, tablet, laptop or console will be repaired by one of our approved engineers in a repair centre. We’ll pay for the collection and return of your gadget.

If it’s your TV that needs a repair, an engineer could also come to your home to try to fix it.

You will only be charged an excess when making a claim on a mobile phone, in which case there is a £75 excess. All our other policies are excess-free.

First, you should back up your phone as it will be wiped before an engineer works on it to protect your data. We’ll send you instructions on how to do this.

Next, you’ll need to remove any security blocks, like "Find my iPhone". We recommend doing this by resetting your phone to factory settings as this also erases your data from the phone, further protecting your information.

If we can’t fix it, we’ll replace it.

However, if we can’t fix your phone because any blocks haven’t been removed, we’ll return it to you so you can remove the blocks and make a new claim. If this happens, we’ll refund your excess for your initial claim.

Every year, you can get a health check on your Sky equipment to make sure it‘s set up and working properly.

Our experts will guide you through the health check over the phone, examining signal strength, LNB reboots and signal retuning.

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

If you‘ve had your Sky subscription for less than 12 months, just call Sky on 03442 414 141†.

If you‘ve had it for more than 12 months, you can get a repair and six months cover in case of any future accidents and breakdowns with Service Call Protect.

†Calls cost the basic rate per minute plus your phone company’s access charge. Calls may be recorded and monitored for quality and training purposes.

Renewals & upgrades

If you pay for Sky Protect Plus by Direct Debit there’ll never be a break in your cover. We’ll let you know if there are any changes to the price of your policy before they take effect, and if you don’t want to continue your protection you can contact us.

If you bought your Sky Protect Plus policy before July 2017 and paid an annual fee in advance, we’ll let you know about continuing your protection with a new policy before it ends and tell you how much it will cost (including any price changes).

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

If you upgrade to Sky Q, you can get your Sky Q boxes, Sky Q Hub and supplied remote control repaired or replaced by Sky at no extra cost. This doesn’t include accidental damage or faults caused by you. If your loaned equipment is repaired or replaced under your Sky Q contract, the Sky Protect Service Pledge will also not apply.

When you replace your phone, you can remove your old one and add your new one to your Sky Protect Plus Policy.

Just call us free on 0800 561 4538
Calls may be recorded and monitored for quality and training purposes.

It will take 30 days for your new phone to be covered.

Terms & Conditions

For another copy of your documents, please give us a call on 0800 561 4457. Calls may be recorded and monitored for quality and training purposes.

For policies purchased after July 2017, please read these terms and conditions.

For policies purchased after July 2017, please read these terms and conditions. For policies purchased before July 2017, please read these terms and conditions.

Contact us

Your feedback helps us serve you better. So please let us know what you think of Sky Protect Plus.

We’re sorry we haven’t met your expectations. Please contact us to make a complaint.

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

We’re sorry you’re thinking of leaving us. To cancel your policy, use the details on our contact us page.

For details of your cancellation rights please see you terms and conditions:

Terms and Conditions for policies purchased after July 2017

Terms and Conditions for policies purchased before July 2017

Check the postcode
You should use the postcode as it‘s written on your letter. If this is incorrect, use it for now and update your details once you’ve logged in.

Check the reference
As a rule, the first three or four characters of your unique reference can be letters or numbers. The last seven characters are always numbers. If you’re sure the numbers and letters are correct, try entering your reference with and without the space.

Check you’re using the correct reference
Your unique reference for Sky Protect Plus will be on a letter clearly branded with the Sky Protect logo. If your letter doesn’t have the Sky Protect branding it’s not an official letter from us.

If you're still having problems please call us on 0800 561 4457. Calls may be recorded and monitored for quality and training purposes.

If you‘re concerned about mail or phone calls you’ve received from someone claiming to be from Sky, please contact us with as much detail as you can give.