About Sky - frequently asked questions

Welcome to Sky - great entertainment starts here. Find out what makes us special, and how you can enjoy our services...

Why choose Sky?

Here at Sky, we believe in better. From pioneering new technology to good old-fashioned entertainment, we've spent the last 20 years continuing to improve the content, service and products we offer our customers. See for yourself...

Switch on to Sky TV

Before Sky began there were only four TV channels - now we bring people hundreds. But choice isn't just about more - it's about better.

  • Choice is good - that's why we offer flexible TV packages you can build around the TV you love to watch across hundreds of channels. Choose from six genre-based Packs, plus movies and sports options - find out more
  • We offer 12 great movie channels with the Movies Pack, including nine movie channels for different film genres, nine dedicated HD movies channels, five Sky Movies premieres a week (a year before any other channel excluding pay-per-view), 900 different movies a month - all un-cut and ad-free.
  • There are also four superb sports channels available with the Sports Pack, including three HD sports channels, giving you the best of cricket, rugby, tennis, golf and boxing, and 92 live and exclusive Premier League football matches and 30 Scottish Premier League games, all in HD - going up to 115 matches from 2010-11 - along with expert commentary and state-of-the-art interactive features.
  • We can give you access to up to 35 HD channels, by far the widest choice in the UK with Sky+HD, including nine dedicated HD movie channels and three HD Sky Sports channels.

Thinking outside - and inside - the Box

We believe in technology, innovation and that change is good. Sky+, and now Sky+HD, are helping to transform the way people watch and enjoy television.

  • Sky+ has been putting you in control of what you watch since 2001.
  • The Sky+ box lets you record and store up to 40 hours of your favourite TV shows.
  • Sky+HD goes one better - it lets you watch all your favourite shows in high definition (along with a HD-ready TV and the HD Pack), and has storage capacity for up to 80 hours of standard definition or 30 hours of HD programming.
  • The Sky+ and Sky+HD boxes let you pause and rewind live TV, record a whole series in one go, all at the click of a button - with no tapes or timers.

Unlimited, Unbeatable, Unrivalled Broadband

Sky launched its broadband service, Sky Broadband, back in 2006, and it's been helping our customers to browse, download and surf the internet ever since...

  • Sky Broadband was voted ‘Overall Winner for Bundled Services’ in the BroadbandChoices.co.uk Customer Satisfaction Awards 2009.
  • We were the first broadband provider to offer truly unlimited broadband with Sky Broadband Unlimited, giving you up to 20Mb download speed and no fair usage policy.
  • Wireless router included as standard with your package, consistent surfing speeds with no peak-time slowdowns, free McAfee Internet Security Software for up to 12 months and 24/7 technical support.

Talk more for less

We love helping you to keep in touch with friends, family and loved ones with Sky Talk, another of our award-winning services...

  • Sky Talk was the winner of an amazing 8 out of 11 awards in the 2009 uSwitch Home Phone Customer Satisfaction Reports, as voted by our customers, including ‘Best deal for you.’
  • There are two great call options to choose from - free UK¹ evening and weekend landline calls and no monthly fee with Sky Talk Freetime, or unlimited calls to UK¹ landlines for just £5 a month with Sky Talk Unlimited.
  • Sky Talk Line Rental can simplify your monthly bills. It's cheaper than BT³ and means you pay for all your phone services - line rental and calls - in one go.

Putting something back

We've always got our eye on the bigger picture, and continue to strive for better for our customers...

  • We're the first media company in the world to become carbon neutral - find out more
  • We've launched environmental initiatives such as an Auto-Standby feature on our boxes, which put them to sleep when they are not in use. Collectively this helps our customers save tens of thousands of tonnes of CO2 and millions of pounds on their energy bills.
  • We believe everyone should be able to enjoy their favourite programmes. We can offer you a range of services including audio description, subtitling, an adapted remote control and a specially trained Accessibility Customer Care team.

Last but not least

A few services you might not be aware of - did you know..?

  • You can watch Sky TV on the internet with Sky Player, offering you programmes and movies from 25 top channels to view live or on demand.
  • You've got 24/7 access to Sky Games - designed all the family when you're up for a challenge or a break from your daily routine. Hit the interactive button on your Sky Remote and select 'Sky Games', or go to www.sky.com/games.
  • You can remote record your Sky+ or Sky+HD box and access the latest headlines, sports and entertainment news on your mobile phone with Sky Anytime Mobile - a free service for Sky TV customers.

Getting started

What is Sky TV?

Sky TV is the UK's leading digital satellite TV service. With Sky TV, you only pay for the TV you want to watch. We've packaged our TV options into six themed Entertainment Packs - Variety, Knowledge, Style & Culture, News & Events, Children's and Music - each containing a range of quality digital channels to suit your interests and passions. Take one Pack for just £18 a month, and add more for an extra £1 a month each. You'll also automatically receive 200 free-to-air channels, including all your BBC, ITV and Channel 4 favourites. Our premium Packs, the Movies Pack and the Sports Pack are also available. Find out more in our Sky TV FAQs

What is Sky Broadband?

Sky Broadband is a range of products offering Sky TV customers quick, convenient and secure internet access. All Sky Broadband products give you a high-speed, 'always-on' connection. All Sky Broadband products come with a wireless router, 10 sky.com email addresses, and you can currently receive 12 months' free McAfee security, to help protect you and your family from spam, identity theft and other online risks. Find out more in our Sky Broadband FAQs.

What is Sky Talk?

Sky Talk offers a choice of two great-value home telephone services - Sky Talk Freetime and Sky Talk Unlimited - available only to Sky TV customers. Find out more in our Sky Talk FAQs.

What is Sky Talk Line Rental?

Sky can now provide you with a phone line to replace your BT compatible line. Find out more in our Sky Talk FAQs.

What is Sky+HD?

With Sky+HD you can experience television like never before with up to five times more picture detail, incredibly vibrant colours and superb quality sound. Plus you get all the Sky+ features such as record, pause, rewind and series link, and twice the storage capacity of a Sky+ box. Find out more in our Sky+HD FAQs.

What is Sky+?

A Sky+ box, along with a Sky+ subscription which is free to Sky digital subscribers, delivers all the benefits of a standard Sky box as well as being a digital video recorder. Sky+ lets you record, store and play back your favourite shows without tapes, DVDs or timers, pause and rewind live TV and record entire series at a time - all at the touch of a button. Find out more in our Sky+ FAQs.

What is Sky Multiroom?

Sky Multiroom is a great way to keep everyone entertained. By allowing everyone in the home to enjoy Sky's great entertainment in different rooms at the same time, Multiroom gets the entire family talking about their favourite shows. Find out more with our Multiroom FAQs.

Choosing your combination

How do I build my TV package?

With Sky TV, you only pay for the TV you want to watch. We've packaged our TV options into six themed Entertainment Packs - Variety, Knowledge, Style & Culture, News & Events, Children's and Music - each containing a range of quality digital channels to suit your interests and passions. Take one Pack for just £18 a month, and add more for an extra £1 a month each. You'll also automatically receive 200 free-to-air channels, including all your BBC, ITV and Channel 4 favourites. Our premium Packs, the Movies Pack and the Sports Pack are also available.

Which box shall I choose?

  • A standard Sky box is a digital TV receiver, allowing you watch and enjoy all your favourite programmes on Sky. The standard Sky box itself is free when you join Sky TV online. Standard set-up for a Sky box is £60 for new and existing customers.
  • A Sky+ box, along with a Sky+ subscription (free to Sky digital subscribers), delivers all the benefits of a standard Sky box as well as being a personal video recorder. The Sky+box is free with a £30 standard set-up.
  • With Sky+HD you can experience television like never before with up to five times more picture detail, incredibly vibrant colours and superb quality sound, with all the Sky+ features and twice the storage capacity. Sky+HD box for just £49 with £30 set-up when you join Sky TV with the HD Pack (£10 extra a month).

Compare the boxes to see which one is best for you - view our box comparison table

Which broadband package should I choose?

Firstly, you need to check which of our broadband products are available in your area. Enter your home telephone number into our Broadband checker to see what options are available. If you are in a Sky broadband network area you can choose Sky Broadband Base, Everyday or Unlimited. If you live outside Sky's broadband network, you can get Sky Broadband Connect as an alternative from £17 a month - compare the options here

Which phone package should I choose?

We have two phone packages on offer to Sky TV customers. With Sky Talk Freetime you get free evening and weekend calls to UK¹ landline numbers. You just pay Sky for any other calls you make. With Sky Talk Unlimited, you get unlimited calls to UK¹ landlines, 24 hours a day, 7 days a week. It costs just £5 per month, plus what you pay to Sky for any other calls you make.

With both products your monthly line rental from BT will be charged separately, or alternatively, choose Sky Talk Line Rental for just £11 a month to get everything in one bill from Sky.

Please read the Terms and Conditions below:

Due to demand at Christmas existing customers may not be able to get installed in time to watch the Christmas channel.

For £18.50 you'll get Sky TV 2 entertainment packs (£18.50 a month), Sky Broadband Base (for £0 a month when you take Sky Talk, otherwise £5 a month) and Sky Talk Freetime (£0 a month)

1. Sky Broadband Base is free in Sky network areas when you take Sky Talk. Sky Talk Freetime includes selected free UK evening and weekend calls. UK calls are to 01, 02, 03 & 0870 numbers only (excludes calls to Channel Islands, indirect access numbers, dial-up Internet access and 070 numbers). Max price for other 08 numbers is 10ppm, with a max connection fee of 10p. Max price for 070 is 48ppm, with a max connection fee of 50p. Full tariff details at sky.com/callpricing. 'Free' and 'unlimited' calls last up to an hour, then UK calls charged at 5.25ppm at any time of day and international calls at Sky Talk standard rates, or hang up and redial as often as you like. Unlimited international landline calls to 20 countries including Australia, Austria, Belgium, Canada, Czech Republic, Denmark, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Netherlands, New Zealand, Norway, Spain, Sweden, Switzerland and USA and calls to international mobiles in Canada and USA. Subject to Acceptable Use Policy. See sky.com/skytalk.

Sky+/Sky+HD box offer: Sky+HD offer ends 28 December 2009. Free Sky+HD box for new Sky TV customers taking Sky TV, Sky Movies Pack 1 or 2 and the HD Pack for 12 months. Offer also available to existing Sky TV customers joining Sky+HD with the HD Pack and taking a Sky TV package with Sky Movies Pack 1 or 2 for 12 months. Existing customers must also recommit to Sky TV for 12 months. Free Sky+ box for new Sky TV customers taking Sky TV for 12 months. Free Sky+HD and Sky+ box not available in conjunction with any other offer.

Online Marks and Spencer voucher offer: Join Sky TV online by the extended offer date of the 21 December 2009 and we'll send you a £50 Marks and Spencer voucher within 30 days of activating your viewing. Only available for new customers with their viewing card enabled by 21 January 2010. One voucher per household and only available when you join online. Marks and Spencer voucher is subject to separate terms and the offer is not available in conjunction with other offers.

^Dolby Digital 5.1 Available on many programmes. Compatible home cinema system required.

Set-Up: Current standard set up lead times for new Sky TV customers for UK mainland currently average 7-10 days and are likely to increase before Christmas. Existing customers may be longer. Standard set-up for free Sky+HD box is £30 for new and existing Sky TV customers (£15 if you take a new Multiroom subscription). Standard set-up for non-offer £49 Sky+HD box is £30 for new customers (£15 if you take a new multiroom subscription). and £60 for existing Sky TV customers (£30 if you take a new Multiroom subscription). Standard set-up for Sky+ box is £30 for new customers (£15 if you take Multiroom) or £60 for existing Sky TV customers. Non-standard set-up may cost extra. Standard set-up for a standard Sky box is £60 for new and existinf customers. Standard set-up £120 without Sky TV. Sky Broadband set-up fees for existing Sky TV customers £60 for Base, £30 for Everyday & Connect or free for Unlimited.

Sky TV Subscription: Packages from £18-£48.50 per month (pm). Sky Box Office costs extra. Free Sky+ box available with any package. Sky News and Sky Three are available without subscription; Sky Three, Ch4, Five, Five US and Fiver require a viewing card.

Sky+: If you do not take up this Sky+ offer Sky+ box costs £49 for new Sky TV customers. For existing Sky TV customers Sky+ box £149 (or £49 when taking a new Multiroom subscription). Existing customers need to sign up to another 12 month minimum term for Sky TV. One £49/£149 box per household and not available if you already have Sky+/SkyHD/Sky+HD box or if you take a Sky+HD box at the same time. Sky+ box up to £199 if you are not eligible for discounted price (Sky TV subscription required). Sky+ can store an average of 40 hours of programmes. Sky+ functionality requires a Sky+ subscription (free for Sky TV customers, or £10 pm) and two satellite feeds.

Sky+HD: £10 pm for the HD Pack. HD channels received depend on your Sky TV package. If you do not take up this Sky+HD offer Sky+HD box costs £49 when you take the HD Pack and Sky TV and existing customers sign up to another 12 month minimum term for Sky TV. One £49 box per household and not available if you already have SkyHD/Sky+HD box or if you take a Sky+ box at the same time. Sky+HD box up to £199 if you are not eligible for discounted price (Sky TV and HD Pack subscriptions required). Sky+ functionality requires a Sky+ subscription (free for Sky TV customers, or £10 pm) and two satellite feeds. Sky+HD can store an average of 30 hours of high definition and 80 hours of standard definition programmes. HD ready TV required. Luxe TV HD, Channel 4 HD and BBC HD are available without subscription. Channel 4 HD requires a viewing card.

Sky Multiroom: £10 pm. Provides the same Sky TV channels as your main Sky TV subscription on a box in another room. You must subscribe to Sky TV throughout and an extra box is required for each Multiroom subscription. Each box you have must be connected to the same fixed telephone line at all times. To receive your HD subscription channels in another room, you'll need another Sky+HD box and HD Pack subscription.

Remote Record: Recording requests must be made at least 30 minutes before start of programme. Confirmation costs 25p. Mobile network charges apply. See Sky Active OR sky.com for full details.

Sky Anytime TV: Sky+ subscription & Sky+HD or recent Sky+ box required. Available programming will depend on your Sky TV subscription.

Sky Player: Price and availability of content depends on whether you are a Sky TV customer and the kind of subscription you have. PC with Microsoft Windows XP or Vista or Intel based Mac required. Sky Multiroom, Broadband Unlimited, or Sky Player subscription required for Live TV. Minimum 2Mb broadband connection recommended. Some programmes from live Sky TV channels are unavailable to show online (see skyplayer.sky.com).

Introduce A Friend offer: Only available by the steps set out on Sky.com/friend and not by any other means e.g. via a retail outlet. Offer ends 8 December 2009. New customer cannot be in same household. Vouchers sent within 30 days of receipt of first subscription payment from new customer provided existing customer's account is active. Existing customer must remain an active subscriber to qualify. M&S vouchers subject to separate terms and conditions. Not available in conjunction with any other offer. Offer excludes Sky group employees and agents and cannot be offered commercially.

Sky Broadband: You must subscribe to your chosen Broadband product for 12 months. Monthly subscription providing you remain a Sky Talk subscriber: Base £0; Everyday £5; Unlimited £10 (otherwise £5, £10 or £15). Connect at £17 pm is available to customers outside our network area. Monthly usage caps: Base – 2GB; Everyday – 10GB; & subject to Traffic Management Policy. Maximum upload speed: Base –400Kb; Everyday –600Kb; Unlimited –1.3Mb; Speed you get depends on factors including distance from the exchange and line quality. See sky.com for more details and our Usage Policies. McAfee Security Free Trial: Base-3 months, Everyday-3 months, Unlimited-12 months, Connect-3 months, then £3 per month unless you let us know you no longer wish to subscribe.

Sky Talk: 12 month minimum term applies to new Sky Talk customers and to existing customers taking up Sky Talk Line Rental. Sky Talk is only available to Sky digital subscribers paying by Direct Debit/continuous credit card mandate. Calls only packages not available to BT line rental customers with BT Basics or if outgoing calls are barred. Compatible BT line required for Sky Talk line rental. Codes of Practice for sales and marketing and premium rate/NTS services can be found at sky.com/skytalk.

General: Pre-registration required for existing customers due to exceptional demand. Once registered you will receive an indication of when you can complete your order. Your Sky box(es) must be connected to a fixed telephone line for 12 months. Sky+/Sky+HD box prices may vary if you live in a flat. You must get any consents required (e.g. landlord's). Minimum Sky TV/Sky+/HD Pack/Multiroom subscriptions 12 months. You must be 18 years or over. Channels/programmes & prices subject to change. Prices shown apply to customers paying by Direct Debit. For continuous debit/credit card mandate, 50p monthly charge applies. Information only applies to residential customers in UK, Channel Islands and Isle of Man. Further terms apply. Calls cost 5p per minute (plus up to 9p connection fee) for BT customers. Calls from other providers may vary. Correct at 27 October 2009.

3 BT line rental £12.50 a month with paper-billing (£11.25 a month for paper-free billing). Sky Talk line rental £11 a month. Sky Talk customers can request paper billing at no extra cost.