Terms and conditions FAQs
We know many of you will have questions about the terms and conditions for your Sky services. Before you contact us, here are a few of our most common questions.
How do I cancel my services?
You’ll need to contact us, either by phone, online via chat, by post or email. Once you’re in touch, we’ll need to confirm a few details and check you’re the account holder before we can start processing your cancellation request. Please note: If you email or write to us, we’ll do our best to reply within five days.
No matter how you get in touch, we’ll get started on your request straight away and your notice period will start on the day we received your request.
Read more about cancelling your Sky services:
Will I have to pay to cancel my services?
When you join us or renew your contract, you agree to do so for a minimum period of time, or Minimum Term, such as 18 months, for example. If you end the contract within this time, you may have to pay an early termination charge.
How do I make a complaint?
We know things don’t always go to plan. So, if you’re unhappy with your Sky TV, Sky Broadband, Sky Talk or Sky Mobile services and would like to make a complaint, you’ll need to contact us.
We’ll do our best to reply to your complaint and come to a resolution within 10 days. If we haven’t resolved your complaint to your satisfaction within eight weeks of you first making your complaint to us, or you’ve had a message from us saying your complaint has reached ‘deadlock’ with nothing more we can do, you can take your complaint to the Communications and Internet Services Adjudication Scheme (CISAS) – an independent alternative dispute resolution scheme who’ll review your complaint.
Our complaints process is explained in our Sky Customer Complaints Code of Practice guide.
Like most businesses in the UK we’re still not back up and running as normal. We have less people in our offices due to social distancing so we’re not able to offer our full services and wait times may well be longer as calls are being prioritised for our most vulnerable customers and those who have already been online.