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 Sky 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.

    • If you live in a property with a shared Sky system, you will need to arrange access to the communal Sky system with your Property Management Company.

    • 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 may increase 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 once every 12 months by up to 10%. 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.

     

    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 services end 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 you decide to cancel or switch your Sky Broadband or Sky Talk services to another provider, both your services will be cancelled (unless we agree otherwise).

     

    Sky Owned Equipment

    • Any Sky Owned Equipment that is loaned to you must be returned when the service ends, but the good news is that if you ever have any technical issues with the loaned equipment you won't be charged for a standard service visit or replacement.

    • We will write to you shortly advising which Sky equipment is being loaned to you.

     

    Sky TV - General information

    • 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/ 1TB UHD/ 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 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.

    • Sky Q 1TB UHD and Sky Q 2TB boxes are UHD compatible.

    • You can only use 2 Sky Q Mini boxes at the same time with a Sky Q UHD compatible 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.

     

    Sky TV - If you've taken the Ultimate TV Add On or Disney+

    You need a Sky Signature subscription, Sky Q box and an active broadband service for Netflix or Disney+

    • If you already have a Disney+ subscription with another provider you may be paying twice so it's your responsibility to contact that provider to confirm and take the necessary steps. Netflix can be linked to your Sky account without cancelling (see below).

    • Disney+ is not available via Sky Q in Ultra HD, however, when you take Disney+ via Sky it may be available in Ultra HD via other devices that are not the Sky Q box.

    • Sky will bill you for your Disney+ or Netflix plan from the date it's activated on your Sky account and your 14 day cooling off period will commence on the same date .You've confirmed you are happy for your Netflix or Disney+ services to start during your cooling off period. You can still cancel in that period, but you will be charged for the services up to that point.

    • We will need to share some of your information with Disney+ or Netflix (as applicable) in order for them to provide you with a service. For further information about how Sky handles your personal data and your rights, please visit the Privacy & Cookies Notice.

     

    Sky TV - If you've taken the Ultimate TV Add On

    • If you already have a Netflix account, you have the option to link it to your Sky account, once it's been activated. Netflix will continue to charge you separately until you link that account. For any queries regarding your billing with Netflix prior to linking it to your Sky account, please contact Netflix.

    • The Netflix Premium plan allows you to watch Netflix on 4 screens at the same time, and access Netflix Ultra HD. To get this via Sky you need a Sky HD and a Sky UHD subscription. Please note that in order to watch in Ultra HD on Sky Q you'll need a Sky Q UHD compatible box and a UHD compatible TV. You cannot view content in Ultra HD on a Sky Q Mini box.

    • Netflix Standard plan requires the Sky HD pack and allows you to watch Netflix on 2 screens at the same time and access Netflix in HD.

    • If you link an existing Netflix Premium subscription plan to your Sky account but don't have a Sky UHD subscription, you'll move to the Netflix Standard or Basic plan depending on whether you have a Sky HD subscription.

    • Netflix Basic plan allows you to watch Netflix on 1 screen and in standard definition.

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

    • You'll need to contact Sky to make changes to your Sky TV subscriptions in order to change the Netflix plan you are on.

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

    • If you link an existing Netflix account as part of your Sky package, Netflix will resume billing you for your membership once your Netflix subscriptions via Sky ends if they still hold a valid payment method. If you wish to review your Netflix membership with them, please visit help.netflix.com

    • Netflix is streamed via broadband. A minimum download speed per stream of 3.0 Mbps for Netflix Basic (SD content) and 5.0 Mbps for Netflix Standard (HD content) and 25.0 Mbps for Netflix Premium (Ultra HD content) is recommended.

    • 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.

    • While Netflix is part of your Sky TV package or linked to it; 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 - For Disney+ only

    • Once your Disney+ service is active on your Sky account you will be sent an email with instructions on how you can set up and use the service straight away.

    • You can view Disney+ content on 4 devices at the same time and have a maximum of 10 devices registered at any one time.

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

    • You can view the Disney Privacy Policy and UK & EU Privacy Rights at disneyplus.com/legal/privacy-policy


    Access to Disney+ on Sky Q is part of your Sky TV package as a ‘TV extra service’
    . The Disney+ service is supplied to you by Disney+ under the terms of the Disney+ Subscriber Agreement. While access to Disney+ is part of your Sky TV package, if and to the extent that the Disney+ Subscriber Agreement relating to billing, payments and cancellations conflict with the terms of your Sky Q customer contract, the Sky Q terms shall prevail.

     

    Sky TV - if you've taken BT Sport

    • If you've got BT Sport already from another provider, you'll need to cancel your subscription with them as soon as possible to avoid paying twice for these channels. You will have agreed an activation date for your BT Sport with us when you placed your order.

     

    Ultra HD, High Dyamic Range, On Demand and the Sky Go App

    • To watch in Ultra HD or HDR, you need a Sky HD and Sky UHD subscription, a Sky Q UHD compatible box and a compatible UHD-ready and HDR TV (as applicable). To watch in HDR, your UHD set-top box will also need to be HDR compatible. You cannot view content in Ultra HD or HDR via a Sky Q Mini box or the Sky Go 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. For HDR, your TV needs to support Hybrid Log-Gamma (HLG) HDR.

    • If you remove your Sky HD subscription, your Sky UHD subscription and access to HDR content will automatically end.

    • To watch Netflix in Ultra HD through your Sky Q box you need Sky Ultimate TV, the Ultra HD pack, a Sky Q UHD compatible box and a compatible UHD-ready TV.

    • To watch Disney+ in Ultra HD through your Sky Q box you need a Disney+ subscription, a Sky Q UHD compatible box and a compatible UHD-ready TV.

    • Further compatibility requirements apply to view High Dynamic Range (HDR) content. To review these additional requirements, visit Sky Help.

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

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

    • The Sky Go App only works on compatible devices. Please visit Sky Go Help for information on setting up the Sky Go 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 and/or via 3G.

    • If you are a Sky Multiscreen or Ultimate On Demand 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 - Fibre To The Property

    • The engineer may need to bring a cable through your home to install a new socket and lay cables from the street to your house so there may be some digging around your property. The engineer will bring a fibreoptic cable through your home and install a new type of socket - an ONT. This will allow your Fibre connection to work. Your ONT will be placed near your existing master socket, which must also be near a power supply.

    • Your install date is provisional only as we'll need to do some checks at your property before completing the installation. We'll confirm your installation date once these checks are completed.

     

    Sky Broadband - If you've taken Sky Broadband Boost

    • Sky Broadband Buddy will be available after your Sky Broadband service has been activated. You need to activate Sky Broadband Buddy separately and it requires the Sky Broadband app on compatible iOS or Android devices. See sky.com/buddy for device and software requirements.

    • Our proactive service monitoring will take place each night between midnight and 5am. During this time your phone line and broadband service may experience an outage of up to 3 minutes. This means you will not be able to make or receive any calls and any care/security alarms connected to the line might not work during this time.

    • Our WiFi Guarantee is not available if you've previously claimed money back at the same address.

     

    Sky Broadband - If you've taken Sky Broadband Superfast Boost

    • Sky Broadband Superfast Boost is comprised of Sky Broadband Superfast and Boost products, so please see the other sections relating to these products and note that all further correspondence will refer to these products, not Superfast Boost. These are consumer facing products for domestic purposes only. You will receive the benefit of the relevant consumer legislation.

    • The terms of the Sky Broadband and Talk contracts apply, which means Sky accepts no liability for any business related losses (that includes but is not limited to loss of profits, revenue, contracts, anticipated savings, reputation, wasted expenses or any other purely financial loss) even if the loss was foreseeable or we were advised of the potential for incurring that loss.

    • If you require a business grade product, you could consider Sky Business Comms.

     

    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 and UK mobile numbers.

    • 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 (they are not compatible with internet/VOIP based Sky Talk services). 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.

     

    Sky Essentials

    • Your monthly subscription price for Sky Essentials will not change for the first 3 years. This excludes any additional charges such as non-inclusive calls and call rates.

    • To add additional TV packs including Sports, Cinema, Box Sets, Kids, Multiscreen, you will need to upgrade to Sky Signature.

    • If you cancel or change any of the TV, Talk or Broadband elements of Sky Essentials, the discounted offer will be removed and you will be charged standard pricing for those elements which you continue to take, unless we agree otherwise.

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