Terms and Conditions - UK

  • This page contains key facts (below) as well as links to some important information about our subscriptions and services for new customers in the United Kingdom, including the terms and conditions that apply to the services they receive from us. Please select the appropriate link from the list on the left to be taken to the relevant document or webpage.

    If you have any questions or want to talk to us about any of this, please contact us.


    Getting set up as a Sky customer

    • Your services are for domestic use only.

    • Each Sky service has a separate contract.

    • You must get any necessary consent before installation, for example, planning or landlord permission.

    • When you receive your new Viewing Card please keep it safe and give it to your Sky engineer when they arrive to set you up.

    • Non-standard set-up of your TV services may cost extra e.g. if additional cabling, brackets or mounts are needed.

    • You can view our privacy and cookies notice online. You can also choose not to be contacted about other products and services at any time.

    • If, from information you have provided, fraud is identified, details will be passed to fraud prevention agencies to prevent fraud and money laundering. We can provide you with further details explaining how the information held by these agencies may be used.


    Paying for your Sky services and your bill

    • Prices and services may vary, including during the minimum term. We will let you know about any material changes and your options before we make them.

    • In your minimum term, Sky TV prices may increase by up to 10% of the standard price once every 12 months. These limits do not apply to other Sky services.

    • We will bill you monthly in advance for all your subscription services. Other charges, such as Sky Store or non-inclusive call charges will be billed in arrears. Any offers will be shown on your statement.

    • We will send you confirmation of your Direct Debit agreement separately.

    • You can view your bill at least 14 days before your monthly payment due date, make payments and manage your account through the My Sky app or visit sky.com/mysky. If you're a Sky Q customer, press Home on your Sky Q remote and go to My Account.

    • We may charge any one off charges you owe us to the card you used to pay for your set up or upfront payment.

    • Your Sky Broadband price will increase by £5 per month if you cancel Sky Talk (where permitted).


    Ending your Sky services

    • Separate minimum terms may apply to each service. The length of each minimum term is as agreed when you ordered your services and will be confirmed in writing shortly.

    • You've confirmed you're happy for your Sky services to start during your cooling off period. You can still cancel in that period but you will be charged up to that point. Your cooling off rights will be sent to you with your full terms and conditions.

    • To end your TV contract you'll need to give us a minimum 31 days' notice which cannot end before your minimum term.

    • Early termination charges are payable if, during the minimum term, your Sky TV, Sky Broadband or Sky Talk contract ends because you breach your T&Cs.

    • You may be able to reduce any early termination charge by changing your TV option, changing your Sky Talk Calls package and/or removing any service or feature you pay extra for (where permitted), as long as the change takes effect before the contract ends. Find out more about early termination charges

    • If your services are provided on the Sky Network (i.e. you ordered Sky Broadband 12GB, Unlimited or Fibre) it means that if you cancel or switch either your broadband or talk service to another provider, both services will be cancelled.


    Sky TV - General information

    • Sky Q kit (including remotes supplied with boxes) is loaned to you and must be returned when the service ends, but the good news is that if you ever have any technical issues with the loaned kit you won't be charged for a standard service visit.

    • Any dish we provide is owned by you.

    • You need to connect your Sky box to broadband to get the most out of your Sky TV services.

    • A Sky Q 1TB/2TB box must connect to a TV using an HDMI cable.

    • If you're taking a Sky+HD box and your block of flats has a communal satellite dish, you will not be able to receive full Sky+ functionality unless you have more than one satellite connection in your flat. This does not affect Sky Q.

    • You can only swap the channels in your chosen Sky Sports pack once every 31 days.

    • We may charge a reasonable administration fee for making any changes to your TV option which we will let you know about before you make a change.

    • We may show tailored advertising when you watch content on your Sky box and other devices, as described in the Privacy & Cookies Notice which can be found on our website. It also contains details about how you can change your preferences.

    Sky TV customers adding Sky Sports/Sky Cinema Premium Packs: If you joined Sky TV before 18 July 2017 and are adding or amending either a Sky Sports or Sky Cinema package, then new terms and conditions will be added to your Sky TV contract. These will apply from the first time you add or amend your Sky Sports or Sky Cinema package. We will send these to you. If you are adding a Sky Premium contract pack (i.e. you are adding either Sky Sports or Sky Cinema on a contract) and you already have the other on a contract, then a new 18 month contract applies to all your TV services (including Sports/Cinema).


    Sky TV - If you've taken Ultimate On Demand

    • You need a Sky Entertainment subscription, Sky Q box and an active broadband service for Ultimate on Demand.

    • Sky will bill you for Ultimate On Demand from the date it's activated. If you already have a Netflix account, you have the option to link it to your Ultimate On Demand pack, once Ultimate On Demand has been activated. Netflix will continue to charge you separately until you link that account. For any queries regarding your billing with Netflix prior to Ultimate On Demand please contact Netflix.

    • To watch Netflix on 4 screens at the same time, and access Netflix Ultra HD, you need Sky Q Multiscreen with Ultimate On Demand. Please note that in order to watch in Ultra HD on Sky Q you'll need a Sky Q 2TB box and a UHD compatible TV.

    • If you link an existing Netflix Premium plan to your Ultimate On Demand pack but don't have Sky Q Multiscreen, you'll move to Netflix's Standard plan which allows you to watch Netflix on 2 screens at the same time and access Netflix HD, but not Ultra HD.

    • You can access your Netflix account through Ultimate On Demand via the Sky Q box or via the Netflix app on 3rd party devices.

    • The RRP of the Netflix Standard Plan is £7.99 and the Netflix Premium Plan is £9.99

    • You can view Netflix's Privacy Statement on Netflix.com/privacy

    • If you link an existing Netflix account as part of your Ultimate On Demand pack, removing Ultimate On Demand will not automatically cancel your Netflix membership, and billing will automatically revert to Netflix if they hold a valid payment method, once your Ultimate On Demand pack ends. If you wish to review your Netflix membership please visit help.netflix.com

    • Netflix is streamed via broadband. A minimum download speed per stream of 5.0 Mbps for Netflix HD content and 25.0 Mbps for Netflix Ultra HD content is recommended.

    • You must give us at least 31 days' notice if you wish to cancel your Ultimate on Demand subscription.

    • We will share the preferred email address registered to your Sky account with Netflix International B.V. in order for Netflix to provide you with your services. For further information about how Sky handles your personal data and your rights, please visit the Privacy & Cookies Notice

    • While Ultimate On Demand is part of your Sky TV package and you have activated Netflix as part of Ultimate On Demand, if and to the extent that the Netflix Terms of Use related to billing, payments and cancellations (except section 3.2) conflict with the terms of your Sky Q customer contract, the Sky Q terms shall prevail.


    Sky TV - If you've taken Multiscreen

    Sky Q customers:

    • You need an active broadband service for Sky Q Multiscreen and a Sky Q Multiscreen subscription to use a Sky Q Mini box.

    • You can only use 2 Sky Q Mini boxes at the same time with a Sky Q 2TB box or 1 with a Sky Q 1TB box.

    • We recommend the maximum number of Sky Q Mini boxes connected and powered at any time is 4.

    • TV links are not compatible with Sky Q, as there are no RF connections. If you want to watch on another TV, you'll need a Sky Q Mini box.

    Sky+ customers:

    • If you have an active broadband service, any internet enabled Sky box you have must be connected to your router if we have provided the equipment you need to connect e.g. an On Demand connector.


    Sky TV - If you've upgraded to Sky Q from Sky+

    • Sky Q replaces your existing Sky TV services. Our engineer will uninstall Sky boxes you currently use and your Viewing Card(s) will no longer work with them.

    • Your current Sky TV contracts will end and a new contract for Sky Q under new terms and conditions starts.

    • If you have any subscriptions that are not on your Sky bill you'll need to speak to the provider you pay to ensure your viewing continues on your Sky Q box. You'll need to tell them the number of the Viewing Card for your Sky Q box.


    Ultra HD, On Demand and the Sky Q app

    • To watch in Ultra HD with Sky Q you need a Sky Q Multiscreen subscription, a Sky Q 2TB box and a compatible UHD-ready TV. You cannot view content in Ultra HD on a Sky Q Mini box or in the Sky Q app.

    • You need an Ultra HD TV that supports 2160p at 50 frames per second (fps) and HDCP 2.2 on at least one of the HDMI inputs. All Ultra HD content available through Sky is protected by HDCP 2.2

    • How long it takes to start viewing On Demand content depends on your broadband download speed. For speedy viewing you'll need:
       o 3Mbps for standard definition
       o 8Mbps for HD
       o 24Mbps for Ultra HD

    • On Demand downloads count towards any broadband monthly usage cap (including for Sky Broadband).

    • The Sky Q app only works on compatible devices. Find out more about setting up the Sky Q app and the supported devices.


    Using Sky Go Extra

    • It may take up to 24 hours to enable Sky Go Extra after your Sky TV is active.

    • Downloads are not available on games consoles or via 3G.

    • If you are a Sky Q Multiscreen customer, Sky Go Extra is included when you've registered for Sky Go.


    Sky Broadband & Talk - Switching and set-up

    • Unless you have Virgin Media cable, BT Ultrafast Fibre or Fibre to the premises with another provider, you do not need to contact your existing provider to tell them you are switching your telephone or broadband service. We will do this on your behalf.

    • If you are switching from Virgin Media, BT Ultrafast Fibre or Fibre to the Premises from another provider, you'll need to cancel your services with them (including if you are unable to keep your telephone number). To help avoid loss of service, it's best to tell your existing provider your confirmed Sky activation date so they can cancel their service as close to your new activation date as possible. Find out how to change your Sky activation date.

    • Your Sky Talk service may activate within 24 hours. If you get a dial tone before receiving any correspondence from us, call 17070 to find out your new number.

    • If you have booked an engineer visit you must contact us before 3.30pm on the working day before the installation date to re-arrange or cancel your appointment. If you fail to do so or you miss or fail to make the necessary arrangements for your appointment to take place, we will retain your installation fee and a charge may apply for another appointment.

    • You must keep the Sky Broadband product you have chosen for the duration of your minimum term.


    Sky Broadband - If you're on a capped product

    • Sky Broadband 12GB has a 12GB monthly usage allowance and Sky Fibre has a 25GB monthly usage allowance.

    • If you go over your usage cap twice in any six month period you will be upgraded to Sky Broadband Unlimited (Sky Broadband 12GB customers) or Sky Fibre Unlimited (Sky Fibre customers). We will send you alerts before this happens.


    Sky Talk - Information about your chosen product

    • If your Sky Talk package has inclusive minutes during an agreed period, you get calls of up to one hour to UK 01, 02, 03, 0870, 0845 and UK mobile numbers.

    • Within all Sky Talk packages, under the Acceptable Use Policy, if you reach either 150 calls or 1000 minutes per month to inclusive service numbers starting 0845 and 0870 we can: suspend your Sky Talk Calls service to establish if your use of the service falls within the terms and conditions for use of the service; and /or charge for any further calls to 0845 and 0870 numbers at the rate set out in our tariff guide, until the start of your next billing month.

    • Please take a look at our Tariff Guide so you can see what calls are included in your Sky Talk package and how much any non-inclusive calls you make and optional features will cost you.

    • Remotely monitored security alarms, social alarms and Telecare services use your phone line. If you have one of these, it is your responsibility to ensure it is compatible. If Sky Talk Shield is activated on your line, you should add your security or care alarm provider's number(s) to your Star List. If you experience problems with your service you should contact us on 03442 414141 so we can investigate the issue.


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