Code of Practice
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Code of Practice
Sky Broadband is provided by British Sky Broadcasting Limited within the United Kingdom. You can find out more about the breadth of products and services and the additional features, content, services and applications for Sky Broadband subscribers via a link from www.sky.com/broadband
The equipment you receive when you sign up to Sky Broadband is delivered to you or installed by Sky In-Home Service Limited.
Sky Subscribers Services Limited provides customer services for Sky Broadband.
Both Sky In-Home Service Limited and Sky Subscribers Services Limited act as an agent for British Sky Broadcasting Limited.
These companies are part of the British Sky Broadcasting Group of companies. Their registered office addresses are as follows:
Sky In-Home Service Limited is registered in England (No. 2067075). Registered office: Grant Way, Isleworth, Middlesex TW7 5QD, UK.
Sky Subscribers Services Limited is registered in England (No. 2340150). Registered office: Grant Way Isleworth, Middlesex TW7 5QD, UK.
British Sky Broadcasting Limited is registered in England (No. 2906991). Registered office: Grant Way Isleworth, Middlesex TW7 5QD, UK.
How to contact us
If you want to contact Sky Broadband Customer Services, there are a number of ways you can get in touch.
Call us on 08442 410 515, 8:30am to 11pm
Write to us at:
Sky Broadband
PO Box 43
Livingston
West Lothian
EH54 7DD
Complete our Broadband enquiry form
Visit our Web site: Sky.com/help
Installation Services:
If you want to contact Sky about the installation of your Sky wireless router you can call us on 08442 410 515.
Technical Support Services:
Should you run into any technical difficulties or if you want to report a fault with your Sky wireless router then you can contact our technical support team who operate 24 hours a day, 7 days a week. Please call 08442 410 515.
If a reported fault cannot be remedied by one of our engineers over the phone then we will either repair or replace your equipment, whichever is appropriate in the circumstances.
Moving Home:
You must notify us immediately of any changes to your address and/or telephone numbers you have provided to us by calling 08442 410 515.
If you move home in your first 12 months then your Sky Broadband contract will continue unless you cancel it in accordance with your contract. If your new address is not in a Sky Broadband network area, then you can select the Sky Broadband Connect product for the remainder of your minimum term. In these circumstances, you will pay the prevailing price for Sky Broadband Connect. If you move home after 12 months then you will need to enter into a new Sky Broadband contract.
Sky Broadband Products and Services
Sky Broadband offers a range of easy and flexible broadband products, dependent on where you live and how fast you want to go. If you are on the Sky Broadband network then you can choose from two broadband products depending on whether you use the internet a little or a lot:
Sky Broadband Everyday Lite – 2GB monthly usage allowance.
Sky Broadband Unlimited – truly unlimited usage.
If you aren’t in one of the areas where we have rolled out our state-of-the-art network yet, don’t worry we still have a great value broadband product for you - It’s called Sky Broadband Connect.
Sky Broadband also offers a range of additional features, content, services and applications available for Sky Broadband subscribers. This will include email and photo sharing. You can see the range of extra features available on, or via a link from www.sky.com/broadband
How do I sign up?
You can sign up for Sky Broadband online at www.sky.com/broadband or you can call us on 08442 410 515 and we can advise you on the best product and extra features for you.
Pricing
The current pricing and/or savings available for each Sky Broadband product can be found online at www.sky.com/broadband, or alternatively, you can call Sky Broadband customer services on 08442 410 515.
Important terms of your Sky Broadband contract
There are some key conditions to your Sky Broadband contract to which we would like to draw your attention:
If you are a Sky TV subscriber and your Sky TV subscription is suspended or ends, Sky Broadband will be too. The Sky Broadband subscription you have chosen is for a minimum of 12 months from the date your telephone line is first activated by BT to receive Sky Broadband unless you or we are allowed to end it earlier under the terms of your Sky Broadband contract. Your use of Sky Broadband, and that of those you allow to use Sky Broadband must comply with our usage policies. These relate to your fair and acceptable use of Sky Broadband. You are responsible for the use of Sky Broadband by any person you allow to use it. Sky Broadband is variable and our prices, products and the extra features can change, even during your first 12 months. However, if we reduce the level of service provided by your chosen product and you reasonably consider that you have been disadvantaged by this you may move to another product or end your contract. You can also end your contract in the first 12 months if we increase your Sky Broadband payment more than once, or by more than 10% of the annual increase in the UK Retail Price Index, whichever is the greater. If you wish to end your contract in these circumstances then you need to let us know within one month from when we notify you of the change.
Any information we collect in relation to your use of Sky Broadband will be used in accordance with the Sky Broadband contract. Any use of E.mail Tools via Sky.com will be governed by our Privacy Policy, which can be found at www.sky.com/privacy. You receive a copy of the full terms and conditions relating to Sky Broadband when you sign up for the service. These are sent to you as an attachment to your welcome email. You can also find an up-to-date copy of the Sky Broadband terms and conditions and our usage policies online at www.sky.com/bbcontract.
Cancelling Sky Broadband
You can cancel Sky Broadband within 8 working days of the later of delivery of your Sky wireless router (if you are installing Sky Broadband yourself) or your installation by Sky In-Home Services Limited and the date your line is first activated by BT to receive Sky Broadband. You can also cancel Sky Broadband after your first 12 months by giving us at least 30 days’ notice.
To cancel Sky Broadband:
Call us on 08442 410 515
Write to us at:
Sky Subscribers Services Limited
Customer Relations Department
PO Box 43
Livingston
West Lothian
EH54 7DD
Fax us on 01506 484701
Complete our Broadband enquiry form
You must give your name, address, post code and customer number in order to cancel Sky Broadband.
Complaints
If you should have cause to complain about Sky Broadband, you should follow our complaints procedure as set out in our Sky Customer Complaints Code which can be found on our website at http://www.sky.com/helpcentre/sky-complaints-code/ or a copy can be provided on request by calling Sky on 08422 414141. It is also available in large print, audio, and braille by contacting us by email at: accessibility@bskyb.com.Sky does not have a refund policy, but, if you feel the service you receive falls below that which you should reasonably expect from Sky, we will ensure that your complaint is dealt with appropriately.
Obtaining a copy of this Code of Practice
This Code of Practice is published at www.sky.com/broadband. Additional copies are available on request and free of charge. It is also available in large print, audio and/or braille by contacting us by email at: accessibility@bskyb.com
Further Information
Office of Communications (Ofcom)
Ofcom
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Telephone: 0300 123 3000 or 020 7981 3000 Monday to Friday from 9.00am to 5.00pm.
Fax: 020 7981 3333
Web site: www.ofcom.org.uk
This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom’s Web site at: http://www.ofcom.org.uk/telecoms/ioi/g_a_regime/gce/ccodes/ccodes.pdf
Ofcom's 2010 Voluntary Code Of Practice: Broadband Speeds is available on Ofcom’s Website at: http://stakeholders.ofcom.org.uk/binaries/telecoms/cop/bb/cop.pdf
Corporate Information
British Sky Broadcasting Limited (Registration No. 2906991), Sky Interactive Limited (Registration No. 3554332), Sky-In-Home Service Limited (Registration No. 2067075) and Sky Subscribers Services Limited (Registration No. 2340150) are direct or indirect subsidiaries of British Sky Broadcasting Group plc (Registration No. 2247735). All of the companies mentioned in this paragraph are incorporated in England and Wales and share the same registered office at Grant Way, Isleworth, Middlesex TW7 5QD.
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