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.

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.

Last updated: Tuesday 18 August

TV engineer visits

TV service visits:
We understand how important your Sky services are during this difficult time.

We are sending engineers out to fix TV problems for most existing customers. The engineer will attempt to complete the visit outside your home (such as adjusting the position of your satellite dish or fixing external cabling).

There may be instances that they need to enter your home to complete the visit. If that is needed, they will;

  • make sure you’re comfortable for them to do so,
  • limit the amount of time they need to be in your home,
  • where necessary, will talk you through any remaining steps from outside your home.

They will limit the amount of time they need to be in your home and, where necessary, will talk you through any remaining steps from outside your home. If they do need to enter your home, they will make sure you’re comfortable for them to do so.

If an engineer does need to come into your home, we’ve got a short video at sky.com/engineervisit with some simple steps you'll need to take.

We won't be able to 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 been recently diagnosed with Covid-19,
  • has received a government letter anyone in the household to practice shielding (areas of England in local lockdown only)

TV installs:
We are booking Sky Q installs for new and upgrading customers. The engineer will complete as much of the visit as possible outside your home.

There may be instances that they need to enter your home to complete the visit. If that is needed, they will;

  • make sure you’re comfortable for them to do so,
  • limit the amount of time they need to be in your home,
  • where necessary, will talk you through any remaining steps from outside your home.

If an engineer does need to come into your home, we’ve got a short video at sky.com/engineervisit with some simple steps you will need to take.

The safety of our people is our number one priority, so please be aware that our engineers won’t be able to visit your home if someone in the household;

  • has any of the Covid-19 symptoms,
  • is self-isolating or has been recently diagnosed with Covid-19,
  • has received a government letter anyone in the household to practice shielding (areas of England in local lockdown only)

Broadband engineer visits

We are sending engineers out to install broadband and fix certain problems. Work inside the home will be minimised and engineers will not enter if someone in your household:

  • has any of the Covid-19 symptoms,
  • is self-isolating or has been recently diagnosed with Covid-19,
  • has received a government letter anyone in the household to practice shielding (areas of England in local lockdown only)

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 in some cases 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. 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.

Broadband visits from Openreach:

Openreach are still minimising any work inside the home but will enter your home when needed to fix a problem.

If the fault is outside your home (for example, at the cabinet or exchange) Openreach will fix the problem as quickly as possible without having to visit your home.

If the fault is inside your home, Openreach will do everything they can outside your home to try fix the problem – so you might not see an engineer on the day. But if it isn’t possible to fix the problem from outside, the engineer will come into your home for a short period of time only to access your master socket.

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. 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 Personal Protective Equipment to keep both them and you safe.

Broadband visits from Sky

To protect our customers and front-line staff, the expert will do everything they can outside your home to try fix the problem.

There may be instances that they need to enter your home to complete the visit. If that is needed, they will;

  • make sure you’re comfortable for them to do so,
  • limit the amount of time they need to be in your home,
  • where necessary, will talk you through any remaining steps from outside your home.

If your broadband visit is a WiFi Guarantee visit, the engineer might need to access to multiple rooms in your home – you’ll need to keep social distancing of two metres or go into another room if possible.

If an expert does need to come into your home, we’ve got a short video at sky.com/engineervisit with some simple steps you'll need to take.

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.