Engineer visits and orders during the COVID-19 pandemic

To keep our customers and staff safe, we’re making some changes to our engineer and order processes. Please keep checking back here for the latest updates.

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. Our engineer visits will continue to go ahead, safely and in-line with the latest national guidance. We’ll let you know if anything changes with your engineer appointment.

Key Information

Before you book an engineer visit, please complete all the available troubleshooting online, through the My Sky app, or on your Sky box.

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Last updated: 12 April 2021

TV engineer visits

We understand how important your Sky services are during this difficult time.

We are sending engineers out to fix TV problems and install Sky, but we’re following current government guidance to keep our engineers and you safe.

We need you to do a few things to prepare for our visit in case the engineer needs to enter your home.

Key things are:

  • You must be able to keep a safe distance of two metres from the engineer at all times. Or where possible, if you can stay in another room
    • If we can’t keep a safe social distance, we won’t be able to complete your visit
  • Make sure the engineer has a clear working space, all household items are stored away and any areas the engineer needs to access have been cleaned.
  • Where possible, open all doors and windows in the rooms the engineer will need to access.
  • If you have pets, make sure they’re kept in a safe place while any doors are open.
  • Leave your WiFi password, My Sky username and Viewing Card (if applicable) by your main TV or broadband hub..

Our engineers and experts will use the relevant PPE while in your home to keep you and them safe.

We can’t send an engineer to your house at the moment if you or someone in your household:

  • Has any of the Covid-19 symptoms
  • Is self-isolating or has recently been diagnosed with Covid-19
  • Is waiting for a Covid-19 test result
  • Has recently returned from a country on the quarantine list

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Broadband engineer visits

Broadband Openreach installations:

Openreach are still minimising any work inside the home but will enter your home if needed to install a new line.

If you’re switching to Sky Broadband or moving home and you have an engineer booked to install your new line, then Openreach will still attempt to connect your service but they’ll now try and do that from outside your home.

But sometimes it really isn’t possible to activate a new line without going inside the home. If this in the case, the engineer will come into your home for a short period of time only, to install or replace a socket. But in some cases we might have to postpone the visit until restrictions are relaxed. They'll complete a pre-visit consultation call if they need to visit your home to make sure it is safe for the visit to go ahead.

Go to Keeping you safe during new Broadband & Talk installation for more info.

The engineer won't be able to enter your home if you or someone in your household:

  • has any of the Covid-19 symptoms,
  • is self-isolating or has been recently diagnosed with Covid-19,
  • is waiting for a Covid-19 test result
  • has recently returned from a country on the quarantine list

Broadband repair visits from Openreach:

Openreach are still minimising any work inside the home but will only enter your home, when needed, to fix a problem if you have no working broadband or phone. If:

  • The fault outside your home (for example, at the cabinet, exchange or the cable leading to your home), Openreach will fix the problem without having to enter your home. But we'll still need you to be home for your whole appointment slot.
  • The fault is inside your home, Openreach will do everything they can outside your home to try fix the problem. But if it isn’t possible and you have no working broadband or phone, the engineer might come into your home for a short period of time so they can access your master socket.
  • Your broadband/phone is working but your problem is speed or performance, the engineer will try fix the problem without entering your home. But if this isn’t possible and access is needed, we can arrange to revisit at a later date when restrictions are relaxed.

Before your visit, Openreach will send you a text with some info and what they can and can’t do on the day. You can reschedule your visit through the text if you’re now self-isolating or your circumstances have changed.

They might offer you the opportunity to speak to an engineer remotely before the visit to talk you through any simple troubleshooting that might fix your issue. If they can fix the issue without coming to your home, they’ll cancel the appointment if you agree. If not, the visit will go ahead as planned.

The Openreach engineer will complete a pre-visit consultation call if they need to visit your home, to make sure it is safe for the visit to go ahead. It will cover:

  • Making sure there's a clear pathway for the engineer to access the master socket.
  • All surfaces are cleaned before the visit.
  • Leaving all windows and doors open during the visit, if possible.
  • During the visit, asking you to maintain social distancing of two metres or go into another room.
  • The engineer will wear a face mask to keep both them and you safe.

The engineer won't be able to enter your home if you or someone in your household:

  • has any of the Covid-19 symptoms,
  • is self-isolating or has been recently diagnosed with Covid-19,
  • is waiting for a Covid-19 test result
  • has recently returned from a country on the quarantine list

Broadband visits from Sky

We’re sending engineers out to fix broadband and talk problems and install, but we’re following current government guidance to keep our engineers and you safe.

We need you to do a few things to prepare for our visit in case the engineer needs to enter your home.

Key things are:

  • You must be able to keep a safe distance of two metres from the engineer at all times. Or where possible, if you can stay in another room
    • If we can’t keep a safe social distance, we won’t be able to complete your visit
  • Make sure the engineer has a clear working space, all household items are stored away and any areas the engineer needs to access have been cleaned.
  • Where possible, open all doors and windows in the rooms the engineer will need to access.
  • If you have pets, make sure they’re kept in a safe place while any doors are open.
  • Leave your WiFi password, My Sky username and Viewing Card (if applicable) by your main TV or broadband hub..

Our engineers and experts will use the relevant PPE while in your home to keep you and them safe.

We can’t send an engineer to your house at the moment if you or someone in your household:

  • Has any of the Covid-19 symptoms
  • Is self-isolating or has recently been diagnosed with Covid-19
  • Is waiting for a Covid-19 test result
  • Has recently returned from a country on the quarantine list

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Equipment orders

Sky Q Mini boxes:
Good news! You can currently order and self-install new Sky Q Mini boxes.

Replacement Sky hubs:
Good news! If you need a new hub, we can send one out to you and you can set it up yourself.