Sky scams and calls

Fraudulent calls or emails pretend to be from an official source (like Sky, a bank or another well-known company) to try to gain personal, sensitive or financial info from you – like usernames, passwords, credit card details, even your Sky viewing card number, as well as other things.

You might be contacted by email, phone, text, through a website or social media site and they can often look or sound genuine.

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What to do if you get a scam call or email

1. Forward the email to us

Email a copy of any email that is from ‘Sky’ but you suspect is a scam/phishing email to abuse@sky.com. If it’s from another company, contact them directly.

abuse@sky.com gets a high volume of emails so you won’t get a reply, but we’ll review any info that’s provided and take any action needed after investigating. Emails about anything other than a suspected scam/phishing won’t be dealt with.

2. Then report it:

If you’ve received a phone call pretending to be from Sky or believe you’ve been a victim of fraud or cybercrime you can report it to Action Fraud directly or Police Scotland if you live in Scotland.

Report it to Action Fraud (UK) or Police Scotland if:

  • Financial or personal details have been given out.
  • You suspect an email or call was a scam or fraudulent (even if you didn’t give out any personal details).
  • Something has been downloaded onto your computer, phone or tablet.

To report it to Action Fraud, go to the Action Fraud website, select REPORTING then Report a phishing attempt.

Good to know: If you’ve lost money or personal details, it needs to be reported as crime. Speak to Action Fraud or go to their website for more info. And if you’re worried that your personal details have been compromised, Protective Registration from CIFAS can help reduce the risk of identity fraud.

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Things to remember

  • Sky Talk Shield can be used to block scam calls or nuisance calls in the future - Sky Talk customers on the Sky Network can get Sky Talk Shield.
  • Sky Broadband Shield can help protect against unwanted attacks, such as viruses, phishing or malware-infected sites when activated. It’s free for all Sky Broadband customers.
  • Always keep your anti-virus software up to date to help protect your devices.

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Tips to help spot scam calls or emails

There are different types of vishing call - some use automated dialling, some act like a recorded voice and ask you to press a number, and some you speak to a human.

But always be careful of unsolicited or unexpected calls that do things like:

  • Ask you for your account, payment details, Sky viewing card number or passwords.
  • Tell you a bill hasn’t been paid or a direct debit has failed, and you need to add a new payment method method or that you’re due a refund and need to confirm your payment details.
  • Say they’re from something like ‘Sky Broadband’ or 'Microsoft Tech Support' and need access to your computer, phone or tablet to fix it when you haven’t reported anything.
  • Ask for your credit card details to ‘validate’ a version of software or something similar.
  • The caller gets agitated or angry when you try to validate that they are who they say they are.

If you’re suspicious of a call:

  • End the call and contact the company directly using the phone number from a trusted source - like a copy of your bill or contract.

There are a lot of different types of phishing emails, but be careful of unsolicited or unexpected emails that do things like:

  • Ask you to send or input any personal or financial info, including things like: saying your account has been locked, or reset a password that you didn’t request, or a direct debit has failed and you need to add a new payment method.
  • Ask you to download security updates or other attachments – these can be used to download malicious software (such as malware or viruses) to a device to gain personal or financial details.
  • Show offers that seem too good to be true, that are ‘for a limited time’ or put pressure on you to respond urgently.
  • Have bad grammar, spelling mistakes or suspicious attachments.
  • Generalised emails with no personal information, like: ‘To customer’ or ‘Dear your email address

If you’re suspicious of an email:

  • Check the email address is from the company.
    • If you can’t see a full email address and it just says a company name like Sky, click on the name and it should show the email address it’s been sent from.
    • If you notice a large number of recipients in the “To” field or your own email address in the “From” field, it might be a Phishing email.
  • Check any websites are legitimate - a small padlock icon should show in your browser bar when an email links to a website. If it’s not there, the website is unlikely to be secure.
  • Avoid using the links or phone numbers in the email if you’re unsure - instead go to their website to sign in or contact them.
  • Mark the email as Spam and your mailbox can try to identify emails like that in the future, where possible.

For more tips and advice go to Take Five to Stop Fraud - a national campaign that offers impartial advice to help prevent fraud, particularly when criminals impersonate trusted organisations.

Still need a hand?

Thanks for using our online services – if you do still need to contact us, please be aware that wait times may be longer than normal due to social distancing in our contact centres, but be assured we’re prioritising calls from customers who’ve already been online. We’re working hard to help you as fast as we can. We know it’s a challenging time for everyone right now. Thank you in advance for showing kindness and consideration to our team as they do their very best to help you.