Set-up and installation - frequently asked questions

Everything you need to know about getting connected to Sky...

Sky TV

Can I choose my Sky TV set-up date and time?

When you order your Sky package, please tell us when you'd like to have Sky TV installed. We can't guarantee this date will be available, but we'll do our best to book it for you. Within 48 hours of submitting your order, we'll send you an email, then a letter, confirming your set-up date. Please wait for the email confirmation before calling us. The email and letter will provide phone numbers for our teams, who you can contact if you wish to amend your order or set-up date.

What happens once my set-up date has been confirmed?

You'll receive a confirmation email and welcome pack through the post, which sets out how to get started with Sky TV, including details of your set-up date and time. Also look out for your Sky TV viewing card in the post. Put this to one side, ready for your Sky engineer to activate.

Do I receive any other equipment in the post?

Apart from your TV viewing card, which you'll receive by post, your Sky engineer will provide you with your chosen Sky box and minidish on the day of your Sky TV set-up.

What does a standard Sky TV set-up involve?

A standard Sky TV set-up usually takes no longer than one hour. The Sky engineer will install Sky TV for you, while you sit back and relax; they'll advise on the best place for your discreet minidish and install it to the side of your house, connect your Sky Box to your TV and phone line, plus give you a quick demo to ensure you know how to use the system.

How will I know when the engineer will arrive?

Your Sky engineer will call with an estimated time of arrival on either the evening before they visit or before 9am on the day of their visit.

How should I prepare for my Sky TV set-up?

Your Sky engineer will take care of your set-up, but here are a few preparation pointers:

  • You must have a free electrical socket near your TV
  • As a precaution, you might want to move furniture and ornaments away from the area where the Sky box will go
  • Ensure that working plug-in telephone sockets which can accept incoming and outgoing calls are within 10 metres (30 feet) of your Sky box(es)
  • Make sure someone over 18 will be present and able to decide where the dish and cable will be installed
  • For blocks of flats, listed building or conservation areas, planning permission may be necessary and should be obtained prior to your appointment
  • Any internal cable will need to be tacked to the skirting board
  • Let us know at the time of ordering your Sky TV package if there are any access or parking restrictions our engineer should be aware of

Sky Broadband

Do I need a BT telephone line to get Sky Broadband?

You need a BT compatible telephone line to use Sky broadband, though you do not have to be a BT customer. We check this when you order. If you are moving from a different telephone company or have recently moved to a new house, you need to be the registered owner of that telephone line. We suggest you wait 24 hours after your telephone line has been activated before signing up for Sky Broadband. Alternatively, why not take Sky Talk's own landline rental option, Sky Talk Line Rental?

Will I need to buy a new computer to get wireless broadband with Sky?

No. Most of today's PCs and Macs are already wireless enabled. If this is not the case, you may need to buy a wireless adapter. If you don't have a wireless enabled device, wireless adapters are available for everything from laptops to music systems.

What kind of computer do I need for Sky Broadband?

To get Sky Broadband, you'll need to make sure your computer meets the minimum specifications below. You'll also need to maintain an active Sky Talk landline or BT landline.

PC minimum specification:

  • Windows 2000 or higher
  • 133MHz or higher
  • Spare Ethernet port
  • 100MB hard drive space
  • RAM - 64MB or higher

Mac minimum specification:

  • Processor - 266MHz Power PC G3 or greater
  • Spare Ethernet port
  • OS X v10.2.6 (Jaguar) or higher
  • RAM - 128MB

How long does standard set-up by a Sky engineer take?

The time for a stand alone Sky Broadband installation is usually around 50 minutes. However, this may vary depending on the position of the phone connections and power cables in your home. If you are having Sky TV set-up at the same time, then setup will take, on average, another 50 minutes and will be conducted by the same engineer.

I have provided Sky with a MAC code. How long do I have to wait for Sky Broadband?

Once you have provided Sky with a valid MAC, we aim to switch your broadband service over to Sky Broadband within 7 working days from when you place your order. We will, however, confirm by letter the exact date. The switch could take place any time up until midnight of that date.

Can I set up Sky Broadband myself?

Yes. We've made it easy to set up your Sky Broadband connection yourself. We will send you a letter to welcome you to Sky Broadband followed by a letter outlining your line activation date. Your Sky Broadband Wireless Router will then be delivered to your door, just leaving you to set it up yourself. It comes with a simple, easy-to-use installation CD and guide. Read our PDF guide to setting up Sky Broadband here.

How much does set-up cost?

Standard set-up for Sky+HD box is free (normally £30) for new customers, or £60 for existing customers. Standard set-up for Sky+ box is £30 for new customers (£15 if taken with Multiroom) or £60 for existing customers. Standard set-up for a Sky box is £60 for new and existing customers. Standard set-up £117.45 without Sky TV. Non-standard set-up may cost extra. Sky Broadband set up fee waived for new customers joining Sky TV and taking Sky Broadband at the same time.Sky Broadband set-up fees for existing Sky TV customers £60 for Sky Broadband Base, £30 for Sky Broadband Everyday & Connect or £0 for Sky Broadband Unlimited

Is Sky Broadband compatible with Windows Vista?

Yes, Sky Broadband, and the Sky wireless router are fully compatible with Windows Vista. McAfee Internet Security Suite 2007 that comes on the Broadband Get Set CD with the router is compatible with all versions of Windows Vista used with 32-bit processors (all standard versions of Windows Vista, and the majority of home users). The 2008 version available to download from www.sky.com/security is also compatible with 64-bit versions of Windows Vista (typically for advanced users).

What are the Apple Macintosh system requirements for Sky Broadband?

OS X v10.2.6 (Jaguar) or later operating system, 128MB of memory, a 266MHz Power PC G3 processor, 100MB of hard drive space, the Safari browser and either a vacant Ethernet port (for a wired connection) or the Apple AirPort for a wireless connection.

Sky Talk

What's involved in setting up Sky Talk and Sky Talk Line Rental?

As long as you have a compatible, working BT landline, we can add Sky Talk or Sky Talk Line Rental to your package remotely, and won't need to arrange a set-up visit. If you're getting Sky Talk or Sky Talk Line Rental at the same time as Sky TV then you will still need to arrange a set-up time and date with a Sky engineer.

I don't have a BT compatible line. What should I do?

You'll need a BT compatible line to enjoy Sky services, so you'll need to contact BT to get a phone lined installed or reactivated. Alternatively, if you are a new Sky customer and you don't have a BT compatible line, please call Sky on 08442 411 076 to see if Sky can arrange to install a phone line for you.

What are the BT costs?

Connecting a new BT line costs £122.33, but this charge only applies in some cases, depending on your particular property. If your home has had telephone service from BT in the recent past, and the wiring and socket is undamaged and the line still has dialling tone, it's likely you won't need to pay this charge. But where there's no suitable BT line available in your property the connection charge may apply. Please contact BT on 0808 100 5152, or visit bt.com to get an accurate cost for installing or reinstating a phone line in your home.

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 17 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 17 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.