Sky WiFi - FAQs

Please visit sky.com/wifi and use the hotspot finder search tool. Make sure you either allow your browser to use your location to discover nearby hotspots, select a location from the map or enter a postcode.

Sky WiFi will share your account information such as your name, age, gender, postal address, mobile phone number, email address, your device(s) MAC address (which is a unique identifier linked to your device) and usage information with a hotspot venue partner, when you have accepted the partner’s Terms & Conditions at one of their venues. The partner will only be able to market to you if you have consented to marketing when you first visited their venue, or you have opted into a partner’s marketing via the Preference Centre (see how to access below).

You can see how the venue partner uses your account information by reading their Privacy Notice, which you can see for partners whose venues you have visited by logging into Your Account Settings and selecting Sky WiFi Preference Centre. You can also change your marketing options in the Preference Centre.

Sky WiFi may also share your profile information (such as age, gender, postal code, venue location) with advertising services in order to personalise the adverts that you see, if you have consented to this during registration or via the Preference Centre.

You can see more information about how Sky WiFi uses your account information in our WiFi Privacy Notice.

1. Check your WiFi is on.
2. Select _The Cloud from the available network list.
3. Follow the on screen instructions to register or log on.
4. Once you’ve registered, you'll seamlessly connect in future without needing to re-enter your username and password.

Don’t worry, simply email us from your account to wifiuser@sky.uk and let us know you need your password reset (or account deactivated) and we’ll sort this for you.

Just log into your account and access your account details. You can do this by going to Settings>Manage Account and then Update Details, Update Password or Update Memorable Question.

Thousands of venues where you can get wireless Internet on your wireless enabled device when you're out and about. They're in popular places like cafes, bars and selected train stations and we're adding more and more venues all the time.

From your browser, navigate to sky.com/wifi. Allow your location to be found by the browser and check the hotspot list or map to find hotspots nearby. Or you can use the search function to find hotspots somewhere else.

You can register up to six devices to your account. To manage this, all you need to do is go here and login with your registered email address and password.

Next click Settings>Manage Your Devices. You can then add or remove any devices.

With Sky WiFi you can register up to six devices on your account.

Performing a factory reset of your device will not reset the MAC address on your device, so to ensure that subsequent users of a device which you no longer own cannot access the Sky WiFi service via that device and generate data records which will be linked to your account, you should remove the device from the list of devices that are linked to your account.

For more information on how to do this, open the FAQ above titled How do I add or remove devices?

This tends to happen when the device has been registered by a previous owner/user. See the Why did my new device connect automatically without me needing to register? entry in our My Sky WiFi devices help article, which explains how to reset the device.

If this happens, you may need to manually type in the web url: http://service.thecloud.net

Here you'll be able to register/login and browse the internet.

If you see a Lost in the Clouds error message/Error 500 or the Login/Registration page refreshes itself after entering your login details, please ensure that your device is accepting cookies. (Accept Cookies setting should be set to Always)

You may need to clear your browsing history (cache, cookies, form data) and try logging in again.

This happens when a manual DNS address has been set up. Simply clear your DNS settings or set it to Obtain DNS address automatically.

For help with this, email wifiuser@sky.uk and let us know you need help changing your DNS.

Like all public WiFi hotspots, the connection speed can vary depending upon a number of factors, such as where you are and how busy the hotspot is.

Please try again when it is less busy or notify the venue personnel and they can contact Sky WiFi to investigate possible problems.

Some venues require you to obtain an activation code to get online. To get yours, ask a member of staff at the venue you’re in. You can enter this code on the login screen when asked.

Personal security online is very important and, as such, Sky WiFi has dedicated a whole section to security. Give it a read here.

You can change your marketing options for partners whose venues you have visited by logging into Your Account Settings and selecting Sky WiFi Preference Centre.

You can also find out how partners use your information by reading their Privacy Policy in the Preference Centre.

The vast majority of Sky WiFi venues are free. However, some require you to obtain an activation code, or purchase a voucher to get online.

If payment is required, you’ll be asked to select a time limit and purchase using your credit card via Pay Pal or you can pay using your Pay Pal account.

Please note, the price of the service is set by the venue you’re in.

Once you have registered your device in a venue, it will be recognised each time you connect in the future. You'll still have to open your browser, but you won’t need to login or register — just click Continue.