Sky Broadband Customer Service

The quickest way to reach Sky Broadband is by chat: Sky’s broadband complaints chat is open every day from 8.30am to 8pm, and its broadband complaints phone line is 0333 759 0732.¹

For a fault, start with Sky’s Service Checker, which runs tests on your line and gives you a phone number if it can’t fix the problem.²

Sky doesn’t publish a single customer service number or any phone opening hours. It shows numbers at the end of each help guide instead.² We’ve collected the ones Sky publishes, checked on 1 November 2026, so you can go straight to the right one.

How to contact Sky Broadband

Chat is the quickest route: Sky’s broadband complaints chat runs 8.30am to 8pm every day and its complaints line is 0333 759 0732. For a fault, start with Service Checker.¹²

Sky Broadband contact routes, checked 1 November 2026¹²³

What you need	Route	Details	Hours
Fix a fault or slow speed	Service Checker	sky.com/servicechecker or the My Sky app; a phone number is shown if tests don’t fix it	Online any time; Sky doesn’t publish hours for the phone number it shows
Make a complaint (broadband and Talk)	Chat	“Message us” on Sky’s complaints page	Monday to Sunday, 8.30am to 8pm
Make a complaint (broadband and Talk)	Phone	0333 759 0732	Not published by Sky; chat hours above
Cancel broadband	Chat	“Chat with a Sky expert” on Sky’s cancel page	Monday to Sunday, 9am to 7.30pm
Cancel broadband	Phone	0333 759 0534	Not published by Sky; chat hours above
Cancel broadband	Email	mysky@sky.uk	Replies can take up to five days
Complaint about a Sky credit agreement	Phone	0333 759 1018	not stated
Anything, in writing	Post	Sky Subscriber Services Ltd, PO Box 43, Livingston, EH54 7DD	n/a

Phone numbers and call costs

Sky’s numbers all start 03. Calls to Sky are included for Sky Talk and Sky Mobile customers. From other providers, 03 numbers cost the same as calls to 01 or 02 numbers and come out of your inclusive minutes.¹³ If you don’t have a call package, check your provider’s tariff.

Sky doesn’t publish opening hours for any of its phone lines. Its chat hours are published: 8.30am to 8pm every day for broadband complaints, and 9am to 7.30pm for cancellations.¹³ If you need to call, try within those hours.

Sky’s help pages warn that contact centres are busy and ask you to try the help guides first.² Ofcom’s figures suggest the wait is usually short once you get through (see below). The cancellation number shown on Sky’s page can change, so check it there before you call.³

Chat, the My Sky app and Service Checker

For a broadband fault, Sky’s Service Checker is the front door. It tests your line and your Sky hub (Sky’s name for its router), suggests fixes, and gives you contact options if the problem is still there. Sky doesn’t publish a general technical support number outside it.²

Speed checks for Sky’s Speed Guarantee must be done through Service Checker, the My Sky app or a Sky adviser.⁴ Use them and keep a note of the results.

The My Sky app also shows your speeds and connected devices,⁴ and runs Sky’s parental controls and WiFi Max features. If your hub lights are red or off, our page on Sky hub fixes explains what each light means.

On full fibre, Sky’s landline (Sky Talk) runs through the hub as internet calls, so a hub fault can take out your home phone as well as your WiFi. Where a new line is needed, Sky says an Openreach engineer does the installation.

Chat is Sky’s preferred route for most account queries.¹ Sky says you can carry on with your day while you wait for a reply, and you’ll stay in the queue even if you’re logged out after 30 minutes.

Email, post and in person

Sky publishes the email mysky@sky.uk on its cancel page, and says replies can take up to five days.³ Include your name, address, postcode and phone number. For anything else in writing, post goes to Sky Subscriber Services Ltd, PO Box 43, Livingston, EH54 7DD.¹

Sky Stores can help with sales and with your Sky products in person, and the Sky Community forum has answers from other customers.² Sky’s complaints code is available in large print, audio and braille: email accessiblecustomerservice@sky.uk.⁵

How to make a complaint to Sky

Message or call Sky’s complaints team first. Sky aims to respond and agree a resolution within 10 days, and you can ask for a deadlock letter if you reach a stalemate.⁵

1. Raise it with Sky. Message or call using the complaints routes above. On a call, Sky says it will try to fix the problem there and then, or pass you to a specialist.
2. Know the timescale. Sky’s Customer Complaints Code says it aims to respond and agree a resolution within 10 days, and will tell you if it needs longer.⁵
3. Escalate inside Sky. If you’re unhappy with the answer, tell Sky where you think more attention is needed. Sky says it will review and escalate the complaint.⁵
4. Ask for a deadlock letter. If you’ve reached a stalemate, the letter lets you go to the independent scheme straight away.⁵
5. Keep a record. Note dates, names, chat transcripts and any speed test results.

Getting a service back working comes first: Sky signed up to Ofcom’s automatic compensation scheme in April 2019.⁶ Under the scheme, signatories pay you without you having to ask when things go wrong. Ofcom lists the current amounts as:⁷

• Delayed repair. £10.34 for each calendar day your service isn’t fixed, once two full working days have passed since you reported a total loss of service.⁷
• Missed appointment. £32.31 if an engineer doesn’t turn up, or the visit is cancelled with less than 24 hours’ notice.⁷
• Late start to a new service. £6.46 for each calendar day after the date you were promised.⁷

The amounts rise with inflation each year, so check Ofcom’s page if your problem runs into a new year.⁷

If Sky doesn’t fix it: CISAS

If your complaint isn’t resolved six weeks after you first raised it, or Sky gives you a deadlock letter, take it to CISAS, Sky’s free independent scheme, within 12 months of the deadlock letter.⁵⁸

Sky belongs to the Communications and Internet Services Adjudication Scheme (CISAS), not the Communications Ombudsman.⁵ Ofcom approves two alternative dispute resolution schemes for phone and broadband, and every provider must belong to one.⁸

You can take your complaint to CISAS if it isn’t resolved six weeks after you first complained, or earlier with a deadlock letter. Ofcom says you must do so within 12 months of the deadlock letter, and the scheme is free.⁸

Sky says it will send a written reminder of your right to go to CISAS after six weeks,⁵ and it will act on any CISAS decision in your favour.

CISAS contact details (from Sky’s complaints code)⁵

Route	Details
Phone	020 7520 3814
Textphone	020 7520 3767
Email	cisas@cedr.com
Post	CISAS, Centre for Effective Dispute Resolution, 100 St Paul’s Churchyard, London EC4M 8BU

Ofcom itself can’t take up individual complaints. It publishes complaint figures so customers can compare providers.⁹ Complaints about a Sky credit agreement go to the Financial Ombudsman Service instead.⁵

Sky’s customer service record

Sky drew 5 broadband complaints to Ofcom per 100,000 customers in April to June 2026, against an average of 6, and answered calls in 46 seconds on average in 2024.⁹⁶

Ofcom complaints figures

In April to June 2026, Ofcom received 5 complaints about Sky broadband per 100,000 customers. The industry average was 6. Ofcom named Plusnet, Sky and Virgin Media as the least complained-about broadband providers, and BT, EE, TalkTalk and Vodafone as the most (7 each).⁹

Sky was also among the providers with the fewest landline complaints.⁹

Satisfaction and call waiting

Ofcom’s Comparing Customer Service report, published in May 2025 with 2024 data, shows where Sky does well and where it doesn’t:

Sky Broadband customer service against the average, Ofcom 2024 data⁶

Measure	Sky	Average
Average call waiting time (broadband and landline)	0:46	2:01
Calls abandoned before reaching an adviser	2%	7%
Satisfied with complaint handling	63%	58%
Complaint fully resolved at first contact	49%	44%
Had a reason to complain	26%	23%
Complaints to Ofcom per 100,000 customers	21	41

Sky answers quickly, and its complaint handling beats the average. The weak spots are that more Sky customers had a reason to complain, and Sky missed 8% of repair appointments in 2024, the highest share Ofcom recorded.⁶ Our Sky Broadband review puts these figures alongside prices and speeds.

For other providers’ numbers, see our list of broadband provider contact numbers and our guide to getting help from your provider.

Common Sky customer service mistakes

Most Sky complaints that drag on involve one of these five mistakes, and each one is simple to avoid.

If you’re unhappy, compare deals

Once you’re out of contract you can leave Sky without an exit fee, and One Touch Switch means your new provider arranges the move for you.

If you’re out of contract, or Sky has raised your price by an amount your contract didn’t set out, you can leave without an exit fee. Inside your minimum term, Sky’s early termination fee applies.

Broadband switching is simpler than it used to be. Under Ofcom’s One Touch Switch you only need to contact the new provider, and Sky Broadband and Talk end automatically when the new service starts. Sky TV has to be cancelled separately.

Our guide on how to cancel Sky Broadband covers notice, exit fees and returning your hub. If you’d rather stay, check what new customers are paying on our Sky Broadband deals page before you call, or compare other providers.

Sky customer service terms in plain English

Service Checker

Sky’s online tool that tests your line and hub, suggests fixes and shows contact options.

Deadlock letter

A letter from your provider saying it can’t resolve your complaint, which lets you go to the independent scheme straight away.

CISAS

The Communications and Internet Services Adjudication Scheme, the free independent scheme Sky belongs to.

Communications Ombudsman

The other dispute scheme Ofcom approves for phone and broadband. Sky isn’t a member.

Alternative dispute resolution (ADR)

An independent scheme that settles complaints you and your provider can’t resolve.

Automatic compensation

Money signed-up providers pay without you asking when repairs are late, engineers miss appointments or a new service starts late.

One Touch Switch

The switching process in which you only contact your new provider, and it arranges the rest.

Early termination fee

The charge for leaving before your minimum term ends.

Sources

1. Sky Help, How to make a complaint (read 1 November 2026). sky.com
2. Sky Help, Contacting Sky (read 1 November 2026). sky.com
3. Sky Help, Cancel Sky Broadband (read 1 November 2026). sky.com
4. Sky, Sky Broadband FAQs and Speed Guarantee terms (read 1 November 2026). sky.com
5. Sky Help, Sky Customer Complaints Code of Practice (read 1 November 2026). sky.com
6. Ofcom, Comparing Customer Service 2025 (2024 data, published 22 May 2025). ofcom.org.uk
7. Ofcom, Automatic compensation: what you need to know (updated 20 July 2026). ofcom.org.uk
8. Ofcom, Problem with your phone or broadband provider (updated 6 August 2026). ofcom.org.uk
9. Ofcom, Latest telecoms and pay-TV complaints revealed (Q2 2026, April to June; published 26 October 2026). ofcom.org.uk