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Updates from us on Coronavirus (COVID-19)

We know how important it is for you to stay connected, so we’re working hard to help where we can. We’re prioritising calls from our vulnerable customers, so we hope this gives you peace of mind if you, or your family and friends, are in these categories.

Please use our FAQs below or online services where possible before getting in touch. If you have any additional questions not relating to our Covid-19 response, please visit our Support page.

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Frequently asked questions

Yes, you can still book a repair. For device repairs you can do this online here and do not need to call us. If you need a repair for your Sky equipment, then please call us on 0800 561 4457.

As Covid-19 has changed our everyday norms, we’re prioritising those who need us most, which is our vulnerable customers.

We hope this gives you peace of mind if you, or your friends and family, fall into any of these categories.

Please be aware:
To keep our customers and staff safe, we’re making some changes to our service.

Sky equipment engineer visits:

We understand how important your Sky services are during this difficult time, so we are still sending engineers out to fix Sky equipment problems.

However, the Sky engineer might not be able to enter your home. Instead, they’ll complete any external work (such as adjusting the position of your satellite dish or fixing external cabling) and talk you through any troubleshooting steps from outside your home.

Repairs for devices:
Good news! We can still repair your devices. They will be collected by courier to be repaired or replaced.

Sky Q Mini boxes:
You can currently order and self-install new Sky Q Mini boxes, but it may take up to 6 weeks for your box to arrive.

Replacement Sky hubs:
More good news! If you need a new hub, we can send one out to you and you can set it up yourself.

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

Sky equipment repairs:
To keep our customers and staff safe, we’re making some changes to our engineer processes. That means our engineers are no longer entering our customers’ homes.

They can still carry out any repairs possible outside (such as adjusting the position of your satellite dish or fixing external cabling), and if you need a replacement Sky box, they’ll talk you through the setup, all whilst following the Social Distancing Guidelines.

Device repairs:
Good news! We can still repair your devices. They will be collected by courier to be repaired or replaced. You can book for your device to be repaired here.

If you are self-isolating because you or a member of your household are experiencing any of the following an engineer will not be able to attend your home until it’s safe to do so:
• Symptoms of the Coronavirus such as a high temperature or new persistent cough
• Awaiting test results
• Diagnosed with the Coronavirus
• Been in contact with someone with the Coronavirus
• Recently returned from abroad.

In these cases, please book a repair when the recommended 2 week self-isolation period due to infection is over.

If you are self-isolating because you are vulnerable, the current Government guidelines suggest that you should self-isolate for 12 weeks if you are considered vulnerable, for example if you are:
• Over 70 years old
• Pregnant
• Have some underlying health conditions

If you would still like to book or go ahead with an existing engineer appointment for your Sky equipment, you don’t need to worry. To keep our customers and staff safe, we’re making some changes to our engineer processes. That means our engineers are no longer entering our customers’ homes.

They can still carry out any repairs possible outside (such as adjusting the position of your satellite dish or fixing external cabling), and if you need a replacement Sky box, they’ll talk you through the set up.

It’s a good idea before you book a repair to complete all the available troubleshooting online, through the My Sky app, or on your Sky box.

For the most up to date advice for self-isolating please visit the NHS website.

We're doing what we can for the people who need us most, too - we're prioritising calls from our vulnerable customers. We hope this gives you peace of mind if you, or your family and friends, are in these categories.

If you would still like to book or go ahead with an existing engineer appointment, you don’t need to worry. To keep our customers and staff safe, we’re making some changes to our engineer processes. That means our engineers are no longer entering our customers’ homes. They can still carry out any repairs possible outside, and if you need a replacement Sky box, they’ll talk you through the set up.

It’s a good idea before you book a repair to complete all the available troubleshooting online, through the My Sky app, or on your Sky box.

For the most up to date advice for self-isolating please visit the NHS website.

Once your delivery is booked, you’ll receive confirmation details from the courier explaining how and when your device or Sky box will arrive. Please be aware that this might be a little longer than you might normally expect.

Unfortunately, at the moment we’re not able to offer an installation or setup at this time either. We always aim to do the right thing and will help customers as much as possible where it is safe to do so.

We understand this a challenging time for many, and you may be relying on your devices more than usual. That’s why we’re committed to doing everything we can to help you stay protected.

If you are struggling to make your monthly payments due to Covid-19 and you’d like to discuss your plan/policy, please call us on 0800 561 4457.

In the meantime, avoid cancelling your Direct Debit with your bank as this may affect your cover.

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