Updates from us on Coronavirus (COVID-19)

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’ve made 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’ve made some changes to our engineer processes. That means our engineers 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.

If the engineer does need to enter your home where it is safe to do so, we’re following current government guidance to keep our engineers and you safe.

We need you to do a few things to prepare for our visit in case the engineer needs to enter your home. Key things are:

• You must be able to keep a safe distance of two metres from the engineer at all times. Or where possible, please stay in another room.

• Please make sure the engineer has a clear working space, all household items are stored away and any areas the engineer needs to access have been cleaned.

• Where possible, open all doors and windows in the rooms the engineer will need to access.

• If you have pets, make sure they’re kept in a safe place while any doors are open.

• Leave your WiFi password, My Sky username and Viewing Card (if applicable) by your main TV or Sky hub.

Our engineers will wear a mask while in your home to keep you and them safe and will observe the latest social distancing guidelines throughout the visit as much as possible. You will not have to sign engineer tablets for a normal job completion, instead you may be asked if the engineer can sign on your behalf.

If you have any concerns or questions, please raise them when you book your appointment or delivery, or when the engineer calls ahead of the visit.

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.

The engineer won't be able to enter your home if you or someone in your household:

• has any of the Covid-19 symptoms, such as a high temperature or new persistent cough

• is self-isolating or has been recently diagnosed with Covid-19

• is waiting for a Covid-19 test result

• has been in contact with someone with Covid-19

• has been told to isolate by the NHS Track & Trace service

• has recently returned from a country on the quarantine list – for the latest travel advise please visit the Government website 

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, you can still book a repair. 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’ve made 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 everything we can for the people who need us most, so 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’ve made 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.