Terms and Conditions – UK

  • Sky Mobile Terms and Conditions

    This page contains key facts (below) as well as links to some important information about the Sky Mobile subscriptions and services for new customers in the United Kingdom, including the Sky Mobile terms and conditions (PDF) (for access to mobile calls, texts and data services). Please take a few minutes to read this important information carefully.

    If you have any questions or want to talk about any of this, please contact us.

     

    Your Sky Mobile services and contract

     

    • Your Sky Mobile services are for your personal use as a consumer and are separate to any other Sky services you have.
    • A 12 month minimum term applies to your Sky Mobile service.
    • If you end your Sky Mobile contract in your minimum term, you may have to pay us an early termination charge. You may be able to reduce this by changing data plan or removing recurring optional extras before you terminate.
    • We may charge this, and any other one-off payment you owe us, to the card you used to pay for any upfront payment.
    • Your cancellation rights will be sent to you with your full terms and conditions. You agree your Sky services may start during your cooling off period, you may still cancel your services at any time within this period but you'll need to pay for any services used and costs incurred up to that point (e.g. call costs).
    • Your new contract for each order will be posted to your My Sky account. Create a SkyiD to log in from sky.com. If you already have products or services from Sky Mobile, your existing contract(s) remain unchanged unless we tell you otherwise.
    • You must activate your SIM card within 31 days of receipt. If you don't do this, we may cancel your order.
    • Your Sky Mobile services should be available within 24 hours of you activating the SIM card. Details about how to activate your SIM card will be sent with your SIM.
    • Phones we supply may be locked to our network. Visit Sky Help to find out if they are and, if so, when you can unlock your phone and any fees you may have to pay.
    • Unless you have bought your phone from us, please ensure your phone is unlocked before you activate your Sky SIM. It can take several days for your current network to do this. If you activate your SIM when your phone is locked, you will not be able to use calls and texts with Sky Mobile.
    • As this is a mobile phone service, it may not be available everywhere in the UK and in some places it is only available at certain times. Several factors could impact your coverage, for example, weather and geographic conditions or your location.
    • You can check your predicted network coverage in your area using our Coverage Checker.
    • Unfortunately, there may be some rare occasions where our services will not work for you whilst you are abroad. You can check your current service availability in a particular destination before you travel by contacting us on 03442 414141.
    • Please take care when using your Sky Mobile services close to borders as you might pick up another network. You can stop this by changing the settings on your phone so it selects 'National roaming only' or the 'Sky' network in the data roaming settings.
    • Beware of automatic uncontrolled data roaming and downloads. You can switch off data roaming in your device settings.
    • The monthly data allowance is for use in the UK and EU/EEA.
    • Unused data will be rolled over into your piggybank at the end of each billing period. You can choose to redeem this in increments of 1GB. Accumulated data expires after 3 years.
    • For security reasons SIM Cards may be replaced from time to time. If this happens we will tell you in advance and send a replacement.
    • Sync is available to Sky TV customers with a compatible Sky+ box only. It's not available to customers with a Sky Q box.
    • Once your Sky Mobile services are active, it may take up to 24 hours to enable access to Sky+ recordings on your mobile. Downloads are not available via 3G or 4G.
    • Sky+ and Sky Go apps required to access Sky+ recordings on your mobile.

     

    Paying for your services

     

    • We will bill you monthly in advance for all your data plan(s) and any recurring optional extras you have. Other charges, such as add-ons or non-inclusive call/text charges will be billed in arrears. Any offers will be shown on your statement.
    • You are responsible for all activity using your services unless you tell us someone is not authorised to use them before charges are incurred.
    • You can view your bill at least 3 days before your monthly payment due date, make payments and manage your account through My Sky.
    • We will charge you an extra 30p per month if you pay by continuous credit or debit card mandate.
    • Your Sky Mobile bill will be separate to your bill for any other Sky services.
    • Prices may increase and services may vary, including during your minimum term. If we increase your monthly subscription price you may cancel your subscription without early termination charge. Other prices and services may also vary. We will let you know about any material changes before we make them. Details of call rates and optional charges can be found on sky.com.
    • Unless you have Unlimited Calls and Texts, calls to UK landlines (01, 02 or 03) and UK mobile numbers, as well as your voicemail, are charged at 10p a minute. Text messages to UK mobiles are 10p per text.
    • The access charge for calls to 0845, 0870 and other 'service numbers' is 45p a minute.
    • Unlimited Calls and Texts gives you inclusive calls to UK landlines (01, 02 and 03) and UK mobile numbers (07), plus inclusive texts to UK mobiles (excludes Channel Islands, Isle of Man, indirect access and 070/076 numbers). This is subject to our acceptable use policy.
    • With our International Saver, you get discounted rates for calls and texts to over 60 popular international destinations (to both landline and mobile numbers). See our tariff guide for full details.
    • Recurring optional extras (Unlimited Calls and Texts and the International Saver) stay on your account each month until cancelled.
    • When you're roaming in the EU, any data that you use will come out of your data plan allowance. If you have Unlimited Calls and Texts, standard calls or texts to the UK or other EU destinations will be inclusive of your plan. If you Pay As You Use, any calls to standard numbers in the UK or other EU destinations will cost 10p a minute. Texts to standard numbers in the UK or other EU destinations will cost 5p to send until 15 June 2017, and after that will cost 10p to send. Calls and texts are free to receive. Other charges apply outside the EU. See our tariff guide for full details of roaming charges.
    • Please take a look at our tariff guide to see how much non-inclusive calls you make, or texts you send, will cost you. You can also see how much it will cost you to use our call forwarding service.
    • For your protection, some spend limits apply to each SIM card on your account. If you have multiple SIMs, higher total charges may be incurred. You can manage the spend on your Sky Mobile account via My Sky.
    • We will send you confirmation of your Direct Debit agreement separately.

     

    Swap

     

    • If you buy a phone from us, you will automatically be enrolled in either our 'Swap 12' or 'Swap 24' equipment upgrade programme (we'll confirm which one when you place your order). This gives you the option to sell your phone back to us at any time during the agreed Swap window.
    • When you purchase your equipment we will give you a Swap option price. You can check this at any time in My Sky or by asking us.
    • Before you confirm you want to Swap, we'll tell you how much we'll buy your phone back for and the impact this will have on any loan you have from us.
    • See our Sky Mobile terms and conditions (PDF) for more information about Swap, including why the Swap option price may be different from the final price we offer for your phone (for example, if the phone is damaged).
    • If your phone is in full working order (with no damage), the market value adjustment does not apply and you exercise the Swap option as soon as you are eligible, the price we pay for it will be the same as the Swap option price we give you when you first buy your phone.

     

    Complaints

     

    • Information on how we deal with complaints, and options for alternative dispute resolution, can be found in our 'Complaints Code of Practice,' which you will find by visiting 'Complaints' in the My Sky section of sky.com. You can also visit Sky Help or the European Commission's Online Dispute Resolution website.

     

    General

     

    • If, from information you have provided, fraud is identified, details will be passed to fraud prevention agencies to prevent fraud and money laundering. We can provide you with further details explaining how the information held by these agencies may be used.
    • Sky may use your information to contact you about content, products and services that we think you'd like, including for a reasonable period after you cease to be a Sky customer. By becoming a customer, you are agreeing to this unless you opt out by calling us on 03442 414141 or by changing your preferences via your My Sky account. You may have separately agreed to us using your mobile number to keep you updated by text and picture messages about Sky Mobile products and services, so you don't miss opportunities to upgrade or make the most of your plan.
    • If you want to keep your number, you'll need a PAC code from your current provider.
    • We may send notices to your mobile number. If you give your SIM or device to someone else, you should ensure they tell you about any notices they receive.

     

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