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Sky Broadband and Talk remote activation

If you’ve ordered Sky Broadband or Talk, your products will be activated remotely. 

Here’s what will happen.

On your activation day

  • Do I have to be home for my activation?

    No, you don’t need to be in on your activation day. The engineer will connect you remotely from the telephone exchange or street cabinet, and won't need access to your home.

  • When will my services go active/switch?

    Your services could go live anytime up to midnight on your activation day. We'll send you a text to confirm that your services are activated.

    In the unlikely event that your services haven't gone live by the following day, please contact us so we can look into this for you.*

    * If you've ordered Sky Talk but not had your services activated yet, or if you’re not with Sky Talk, calls to 03 numbers cost the same as calls to 01 or 02 numbers and are included in your calls package. If you don’t have a calls package, charges may apply, check your provider’s tariff guide. 

  • What will happen on my activation day?

    The work to connect your services will be done at your local telephone exchange and street cabinet. You don't need to wait in on your activation day, as the engineer won't need access to your home.

    If you’re switching a working phone line from another provider, you may experience a short disruption to your services – usually less than an hour. You may also be unable to receive incoming calls for a short time while we move your phone number to Sky. 

  • Can I change or cancel my remote activation date?

    Remember, your remote activation can happen without you needing to be at home, but if you still need to change the date then you may contact us up until 3:29pm the working day before your scheduled remote activation*.

    If you've ordered Sky Talk but not had your services activated yet, or if you’re not with Sky Talk, calls to 03 numbers cost the same as calls to 01 or 02 numbers and are included in your calls package. If you don’t have a calls package, charges may apply, check your provider’s tariff guide. 


Tracking your order

  • My router has not arrived

    We'll have sent you an email or text when your Sky Hub was dispatched. You can also track your router delivery at My Sky - you’ll need to set up a Sky iD first, if you haven’t already done so.

    Your Sky Hub should arrive three to five days after it was dispatched, though sometimes your services may become active before it arrives. 

    If your Sky Hub hasn’t arrived five days after your dispatch confirmation email, please contact us.*

    If you've ordered Sky Talk but not had your services activated yet, or if you’re not with Sky Talk, calls to 03 numbers cost the same as calls to 01 or 02 numbers and are included in your calls package. If you don’t have a calls package, charges may apply, check your provider’s tariff guide.

  • How do I track my order?

    Visit My Sky to track your order. You’ll need to set up a Sky iD first, if you haven’t already done so.

    You can follow every step of your order in My Sky, including:

    • The products and subscriptions you've ordered.
    • Your phone number.
    • Your router delivery progress.
    • Your activation date – remember your services can go live up to midnight on this date.
    • An estimate of your first bill – this may be higher than you are expecting, so please take some time to understand our billing process.


Setting up your broadband

  • When should I set up my broadband?

    Once your line is active with Sky, you're ready to set up your Sky Hub which you should have received in the post. You can track your router delivery at My Sky.

    Please don't set up your Sky Hub before you receive a text from us confirming activation, as it won't work.

    You'll find a handy setup guide in the box with your router plus there will be on screen prompts for you to follow. You can also get additional help by reading our help article.

    For the best speeds we recommend that you connect your Sky Hub to the master telephone socket in your home – see the section below for more details.


About your master socket

  • Where is my master socket?

    Your master socket is the point where the external phone line enters your home. It’s a square, white socket that’ll be attached to one of the walls in your house.

    This is where the broadband signal is strongest and you get the fastest speeds.

    You can visit our Broadband set up page, for a step by step guide to get you set up correctly.

  • Can I install, move or replace a master socket?

    If you don’t already have a master socket and would like one installed, we can arrange that for you.

    Also, moving your master socket and router to a more central location may be useful if you’ve a big house or are struggling to pick up Wi-Fi, as it could help with coverage. 

    If you’d like your master socket moved to a new location in your home, we can organise this for you. 

    Also, if you’ve accidentally damaged your master socket, we can arrange an engineer to replace it for you. There is a charge for an engineer to move or replace existing master sockets.

    For more information, please contact us once your services go live with Sky and we can arrange for you.*

    If you've ordered Sky Talk but not had your services activated yet, or if you’re not with Sky Talk, calls to 03 numbers cost the same as calls to 01 or 02 numbers and are included in your calls package. If you don’t have a calls package, charges may apply, check your provider’s tariff guide.