- The wireless network booster simply picks up your existing Wi-Fi network signal as it is starting to become weak and then re-transmits the Wi-Fi network signal at a more stronger rate to extend it's coverage. Place the Wi-Fi network booster/extender where your Wi-Fi network signal from the Sky broadband router is starting to become weak.
- All Sky Broadband Buddy features work across 3G and 4G as well as WiFi. Go to Sky Broadband Buddy for more help.
- Sky Broadband Speed Test
- Sky Broadband Signal Keeps Dropping
- Virgin Broadband
- Sky Broadband Signal Dropping Out
In most cases, the Wi-Fi signal from your broadband router in your home won't be strong enough to reach your location or if it does reach, it is very weak, making effective working difficult. Fortunately, if this is the case there are several cost-effective options available to you. Test Your Broadband Check your broadband speed and get tips to improve performance online. It's a quick and easy way to make sure your Sky Broadband is running at its best. The strength of your Wi-Fi signal is dependent on the placement of your Smart Router. Getting the location right can make a world of difference to your broadband experience. Please ensure – 1. Find a central spot: Place your Smart Router in a central location in your house – preferably at a height.
How to contact Sky broadband support and customer service
Sky Broadband offers several contact options, from making a phone call to online diagnostics and live chat. Whether you start with a call or an email, it's useful to know if there will be someone on the other end of the line.
Customer service opening hours for Sky Broadband support are 8.30am to 8pm.
Please note: this guide is purely for Sky Broadband users. If you're looking for assistance with Sky TV, see the Sky TV help page. For mobile problems, head to the Sky Mobile support page.
Sky Broadband customer service numbers
For many, speaking to someone is better than online help. If this sounds like you, calling Sky Broadband customer service will probably be more comfortable.
Keep a note of the Sky Broadband customer service phone number: 0333 7591 018.
Customer services are open 8.30am to 8pm.
Sky Broadband Speed Test
Remember to listen carefully to the menu and make the right choice to find the type of help you need.
Sky Broadband address
Sometimes, calling isn't ideal, and writing an email may result in no response. In this situation, you might prefer to write.
When you want to get in touch with Sky Broadband, use this address:
Sky Subscribers Services Ltd
PO Box 43
Livingston
West Lothian
EH54 7DD
Sky Broadband live chat
**Please note, during the COVID-19 crisis, Sky's live chat function has been temporarily disabled**
Sky Broadband also otter a live chat service which operates via Facebook.
To use this, head to the Your Sky Broadband questions answered page and select the following options:
- Under 'Still need a hand?' click Yes, I still need help
- Under 'Prefer to keep looking for help online?' choose No, I want to get in touch
- Answer the question 'What do you want to contact us about?' with the response I need help with my Sky Broadband
This will unlock the link for the Sky Broadband customer support on Facebook Messenger. You'll also see an option to send a text message, which is another convenient option.
Is Sky Broadband down?
Whether the entire network is down or just certain things (like web pages, email, or streaming media), if it seems that Sky Broadband is unavailable, you have some options for checking this further.
First of all, try rebooting your devices, and then your Wi-Fi router. Often this will fix connectivity problems. If not, it may be a network problem and you can move on to checking service status with some handy online resources. Of course, you won't have an internet connection, so you'll need to use mobile internet on your phone to check these.
Start off with the Sky Service Status page to check for issues. This is an automated page, so should give a realistic representation of the current status of Sky services. For further help, you might also quickly check (or message) @SkyHelpTeam on Twitter. They should be able to give you a fast response.
Sky Broadband Signal Keeps Dropping
When you run into problems with Sky Broadband, it is worth taking a few moments to work through the steps on the Sky Broadband help page. You can also find further assistance with internet connection problems in our guide to troubleshooting broadband.
How to complain about Sky Broadband
Get in touch via Twitter or email
If you need to escalate your problem to a complaint, it's a good idea to drop a message to the @SkyHelpTeam on Twitter. This is a general support account for all Sky services, and they'll be able to advise you on where to direct your complaint.
Using Twitter is a smart option as it is almost instantaneous, and allows the customer service team to easily give you a status update, or forward the relevant link, address, or telephone number you need.
If Twitter is unsuccessful, then try contacting Sky Broadband via email. Sky Broadband's customer service email address is [email protected].
Contact customer services
Complaints can be made over the phone, with representatives trained to deal with managing grievances. This is usually the first step in making an official complaint.
Sky's dedicated complaints phone number is 0330 0413 019.
Complain in writing
To make a complaint in writing to Sky Broadband customer service, send details and any supporting material to:
Customer Complaints
Sky Subscribers Services Ltd
PO Box 43
Livingston
West Lothian
EH54 7DD
Your letter should be polite, clear, accurate, and factual.
Complaining about Sky Broadband to Ombudsman Services: Communications
In most cases, your complaint will have been resolved favourably. Sky maintains a code of practice for complaints, but if you run into a stalemate, it's time to consider an ADR (Alternative Dispute Resolution) scheme where an ombudsman acts as a mediator, working towards an agreement between you and the broadband provider.
To take advantage of this, you will have followed the complaints procedure, and have either had no contact from Sky Broadband for eight weeks or received a deadlock letter.
You can take complaints about Sky Broadband to Ombudsman Services: Communications.
For more information about this topic read our guide to complaining about broadband.
Had enough of Sky Broadband? Switch and save £££s
If you're fed up with Sky and looking to switch to a different provider you might be able to swap for free. If you're out of contract with Sky then you can move to different broadband at no cost. Our guide to checking your Sky contract end date can tell you how to check your contract term, and our guide to cancelling Sky can show you how to move to a different provider.
Want to see what deals you could get instead? Well, below you'll find a selection of our best offers:
Alternatively, enter a postcode below to see the latest offers in your area:
Broadband Genie postcode checker
Why do we need your postcode?Why do we need your postcode?
Once you've entered your postcode, you'll only see deals available to that address. We partner with SamKnows in order to bring you the most accurate information possible (see our privacy policy for further details).
Satellite Signal Meter
For Sky Digital or Freesat
- Accurate Sky Dish Alignment
- Get the Best Signal & Quality
- For DIY Sky Dish Installation
A quick Sky signal test is recommended if you are experiencing reception problems like picture break-up or pixelation. In extreme cases a 'no satellite signal is being received' message may be present. These problems are usually caused by poor signal quality, a mis-aligned dish or faulty LNB.
How to Check for Poor Signal Quality
Virgin Broadband
The procedure is the same on Sky HD as it was on older Sky+ and non-recording types of Sky box.
Press 'Services' on the Sky handset followed by buttons 4, 6 in quick succession. This should bring up the 'Signal Test Menu'. Sky signal quality should be at least 50% during dry weather, but may fall to 40% during heavy rain or extreme weather.
The Signal Lock Indicator should indicate 'Locked' and the 'Network ID' should read '0002'. An incorrect Network ID indication means that your Sky dish is aligned on the wrong satellite.
Sky Broadband Signal Dropping Out
The signal strength reading is less critical and varies according to the type of LNB fitted to the dish and the length of coaxial cable feeder used. The longer the cable run, the lower the signal strength reading will be on the Sky signal test screen.
Typically a signal strength reading of 60% or more is expected. Anything lower than that may imply LNB problem, excessive cable lengths or you may need to realign your Sky dish. Our Sky dish installation page provides tips to help with realigning the satellite dish. A satellite meter is required to get the best signal.
Complaining about Sky Broadband to Ombudsman Services: Communications
In most cases, your complaint will have been resolved favourably. Sky maintains a code of practice for complaints, but if you run into a stalemate, it's time to consider an ADR (Alternative Dispute Resolution) scheme where an ombudsman acts as a mediator, working towards an agreement between you and the broadband provider.
To take advantage of this, you will have followed the complaints procedure, and have either had no contact from Sky Broadband for eight weeks or received a deadlock letter.
You can take complaints about Sky Broadband to Ombudsman Services: Communications.
For more information about this topic read our guide to complaining about broadband.
Had enough of Sky Broadband? Switch and save £££s
If you're fed up with Sky and looking to switch to a different provider you might be able to swap for free. If you're out of contract with Sky then you can move to different broadband at no cost. Our guide to checking your Sky contract end date can tell you how to check your contract term, and our guide to cancelling Sky can show you how to move to a different provider.
Want to see what deals you could get instead? Well, below you'll find a selection of our best offers:
Alternatively, enter a postcode below to see the latest offers in your area:
Broadband Genie postcode checker
Why do we need your postcode?Why do we need your postcode?
Once you've entered your postcode, you'll only see deals available to that address. We partner with SamKnows in order to bring you the most accurate information possible (see our privacy policy for further details).
Satellite Signal Meter
For Sky Digital or Freesat
- Accurate Sky Dish Alignment
- Get the Best Signal & Quality
- For DIY Sky Dish Installation
A quick Sky signal test is recommended if you are experiencing reception problems like picture break-up or pixelation. In extreme cases a 'no satellite signal is being received' message may be present. These problems are usually caused by poor signal quality, a mis-aligned dish or faulty LNB.
How to Check for Poor Signal Quality
Virgin Broadband
The procedure is the same on Sky HD as it was on older Sky+ and non-recording types of Sky box.
Press 'Services' on the Sky handset followed by buttons 4, 6 in quick succession. This should bring up the 'Signal Test Menu'. Sky signal quality should be at least 50% during dry weather, but may fall to 40% during heavy rain or extreme weather.
The Signal Lock Indicator should indicate 'Locked' and the 'Network ID' should read '0002'. An incorrect Network ID indication means that your Sky dish is aligned on the wrong satellite.
Sky Broadband Signal Dropping Out
The signal strength reading is less critical and varies according to the type of LNB fitted to the dish and the length of coaxial cable feeder used. The longer the cable run, the lower the signal strength reading will be on the Sky signal test screen.
Typically a signal strength reading of 60% or more is expected. Anything lower than that may imply LNB problem, excessive cable lengths or you may need to realign your Sky dish. Our Sky dish installation page provides tips to help with realigning the satellite dish. A satellite meter is required to get the best signal.
No Satellite Signal
If no Sky signal is being received we provide help to fix the problem on our no satellite signal page.
