Terms & conditions

These Terms and Conditions shall apply to your use of the website located at http://www.sky.com and its related channels ("the Sky Site").

By using the Sky Site You agree to be bound by the terms and conditions set out below. If You do not wish to be bound by these terms and conditions, You should not use the Sky Site.

We may change these Terms and Conditions from time to time and so you should check these regularly. Your use of the Sky Site will be deemed an acceptance of the terms existing at that time.

As part of Our commitment to ensuring the Sky Site is one You want to visit time and time again We welcome your comments on any of the policies or rules set out below. To contact Us please use the Feedback Form on the Sky Site.

1. Definitions

"You" means you, the user of the Sky Site and "Your" shall be interpreted accordingly. "We/Us" means British Sky Broadcasting Limited of Grant Way, Isleworth, Middlesex TW7 5QD (except in sections 6 and 11) and "Our" shall be interpreted accordingly. "Sky Site" shall have the meaning as set out above. "User Information" means the personal details, which may be provided by You to Us via the Sky Site. "Users" means the users of the Sky Site collectively and/or individually as the context admits. "Website" means a site on the World Wide Web.

2. Acceptable Use

You agree that any use by You of the Sky Site shall be in accordance with the following conditions:

2.1 You will not post or transmit through the Sky Site any defamatory, threatening, obscene, harmful, pornographic or otherwise illegal material or material which would violate or infringe in any way upon our rights or those of others (includfing intellectual property rights, rights of confidentiality, or rights of privacy) or cause distress or inconvenience. You must not express opinions that are vulgar, crude, sexist, racist or otherwise offensive. Always treat other Users with respect.
2.2 You will not post or otherwise make available on the Sky Site any material, which You do not own without the express permission of the owner of the material.

2.3 You will not copy, download, reproduce, republish, frame, broadcast, transmit in any manner whatsoever, any material on the Sky Site except as is strictly necessary for Your own personal non-commercial home use.
2.4 You will abide by the specific rules of any competition or promotion that You participate in on or via the Sky Site. Unless we tell you otherwise, all prize draws and competitions offered via the Sky Site are not open to people resident outside the United Kingdom.2.5 You will not do anything that affects the operability or security of the Sky Site or causes unreasonable inconvenience or offence or disruption to our staff.

3. Third Party Websites

3.1 You acknowledge and agree that We are not responsible for the availability of any third party Websites or material You access through the Sky Site.
3.2 We do not endorse and shall not be held responsible or liable for any content, advertising, products or services on or available from such Websites or material.

3.3 Any dealings between You and any third party advertisers or merchants found on or via the Sky Site, including payment for and delivery of products, services and any other terms, conditions, warranties or representations associated with such dealings, are made between You and the relevant advertiser or merchant. Therefore, We are not responsible or liable for any loss or damage of any kind incurred as the result of any such dealings. Where You purchase goods or services directly from Us, section 11 of these terms and conditions will apply.

4. Intellectual Property

4.1 All copyright, trade marks and all other intellectual property rights in all material or content supplied as part of the Sky Site shall remain at all times vested in Us or Our licensors. You are permitted to use this material or content only as expressly authorised in writing by Us or Our licensors. You will not, and You will not assist or facilitate any third party to, copy, reproduce, transmit, distribute, frame, commercially exploit or create derivative works of such material or content.
4.2 If You become aware of any such distribution or commercial exploitation, You agree to notify Us immediately.
4.3 You acknowledge that by posting materials on the Sky Site You grant to Us and Our licensors and assigns an irrevocable, perpetual, royalty free, worldwide licence to use the materials both within the Sky Site and in any other manner. The licence extends to copying, distributing, broadcasting, and otherwise transmitting, and adapting and editing the materials.

5. Liability for and information provided on the Sky Site

5.1 Material which is posted on any bulletin boards or chat forums is written by Users and We are not responsible for and do not endorse such material. We reserve the right to monitor the contributions made and may respond to or comment upon communications made by You and edit, refuse to post, or remove any content from the bulletin boards and chat forums in our absolute discretion. No failure to remove particular material constitutes an endorsement or acceptance of it by Us.
5.2 We will not be held responsible or liable for the content, accuracy, timing or reliability of any information or statements contained within the Sky Site, or for statements, advice and/or opinions made or given by Users on the bulletin boards and chat forums (except as required by law). If You have any claim arising from the actions or statements of another User, You agree to pursue such a claim only against that User and not from Us.
5.3 We will endeavour to provide the Sky Site using all reasonable care. Except as required by law, We will not be responsible or liable for the quality, accuracy or fitness for a particular purpose of the Sky Site and do not promise that the material contained in the Sky Site, or any of the functions contained in the Sky Site or its server will operate without interruption or delay or will be error free, free of viruses or bugs or is compatible with any other software or material.
5.4 We will be liable for any fraudulent misrepresentations We make and for any death or personal injury caused by Our negligence. We will not be responsible or liable to You for any other loss or damage that You or any third party may suffer as a result of using or in connection with Your use of the Sky Site.

6. Privacy

6.1 We shall comply with all applicable UK data protection legislation from time to time in place in respect of any personal information relating to You gathered by Us.
6.2 You may be asked to input information about yourself on different pages of the Sky Site. We will not use the information You provide to Us for any purpose that is not set out in Our Privacy Policy, other than as stated at each location where such information is requested.
If you visit the sky.com shop to order any of Sky’s products and services and your order is not successfully completed on-line for any reason, we will retain and use any personal information you have provided to us which may including for market research and the marketing of Sky’s products and services. This may include sending you marketing by email or sms about our similar products and services (unless you advise us of your preference not to receive such marketing). If you don’t want to receive marketing by email or sms then please contact us at dpoffice@bskyb.com.
6.3 Please use the Feedback form on the Sky Site to notify Us of any changes to the information You have previously given or if You wish to withdraw Your consent to Our using Your User Information for the stated purposes or for any form of promotional contact.
6.4 In this Section 6 We means British Sky Broadcasting Limited and company which (i) is controlled by British Sky Broadcasting Limited or (ii) which controls British Sky Broadcasting Limited and for this purpose "Control" means the power of a person to secure that the affairs of another are conducted in accordance with its wishes and Controlled shall be construed accordingly.

7. Safety

We give Our ongoing commitment to ensuring through Our policy of safety that You can use the Sky Site with confidence. When using the Sky Site, in particular any bulletin boards or chat forums, You should always take the following precautions:
7.1 keep Your identity private. Do not give out Your full name, postal address, telephone number, e-mail address, the name of Your school or any other information (other than that specifically requested by Us), that could help someone discover Your actual identity;
7.2 never meet with someone You meet online.
7.3 do not reply to any messages that are hostile, rude or inappropriate, or in any way make You feel uncomfortable.

8. Indemnity

If you are a business User, You agree to indemnify Us, and/or any of Our affiliates and Our and their officers, directors and employees, immediately on demand, against all claims, liability, damages, costs and expenses, including legal fees, arising out of any breach of these terms and conditions by You or any other liabilities arising out of Your use of the Sky Site.

9. Termination

We reserve the right immediately to terminate Your use of the Sky Site if You breach or We have reasonable grounds to believe that You are likely to breach these terms and conditions or You otherwise engage in conduct which We determine in Our sole discretion to be unacceptable.

10. Feedback

Should You wish to make any comments to Us about the Sky Site or if You have any questions relating to the same please contact Us using the Feedback Form on the Sky Site.

11. My Sky

Section 11 applies to visitors to the My Sky section of sky.com in addition to the terms and conditions which precede and follow this section. Attention is drawn in particular to paragraph 2 (acceptable use) and paragraph 5 (liability for information provided on the Sky site) above.

11.1 Registration etc

In order to participate in parts of My Sky, registration is required. You must be a Sky digital subscriber in order to register as the primary user but can nominate guest users provided they are part of the same household and they consent. To register as the primary user, you are required to provide us with accurate and complete details including your viewing card number. You must also choose a user name and password. Any guest user you nominate must also provide a user name and password which must be different to that of the primary user.

11.2 User name and password

When choosing a user name, a minimum of 6 and a maximum of 40 alphanumerical characters must be used. URLs, Domain Names, underscores, full stops and any of the following characters -=[];'#,./!"£$%^&*()+{}:@~<>? must not be used.
When choosing a password a minimum of 7 and a maximum of 25 characters including both alphanumeric characters and must be used without any spaces. It is advisable not to use obvious dictionary words eg password or consecutive numbers or letters or obvious personal information such as children's name, pet's names or date of birth. Password should not be the same as the username, name or email address and should not be re-used when choosing a new password.
Each registered user is responsible for the security and proper use of their user name and password and must not disclose either. It is each registered user's responsibility to change their password immediately if they believe it has been compromised. It is also advisable to change these details frequently even if not considered compromised.

11.3 Termination or suspension

We may suspend or terminate a user's My Sky registration if these terms and conditions are breached, in particular paragraph 2 (acceptable use).

12. General

12.1 Invalidity etc
If any court or regulator decides that any provision of these terms and conditions is invalid or otherwise unenforceable, such provisions shall be severed and deleted from these terms and conditions and the remainder of these terms and conditions shall continue to have full force and effect.
12.2 Governing Law
These terms and conditions and the Sky Site are governed by English law. Disputes can be dealt with by the English courts.
12.3 Third Party Rights
These terms and conditions apply between Us and Users. No other person is entitled to benefit under these Terms and Conditions.

Sky Broadband Code of Practice

Sky Broadband is provided by Sky Broadband S.A to residential Sky TV subscribers within the United Kingdom. Sky Broadband offers a range of broadband products exclusively for Sky TV customers. You can find out more about the breadth of products and services and the additional features, content, services and applications for Sky Broadband subscribers via the Sky Broadband website.

The equipment you receive when you sign up to Sky Broadband is delivered to you or installed by Sky In-Home Service Limited.
Sky Subscribers Services Limited provides customer services for Sky Broadband.

Both Sky In-Home Service Limited and Sky Subscribers Services Limited act as an agent for Sky Broadband S.A.

These companies are part of the British Sky Broadcasting Group of companies. Their registered office addresses are as follows:
– Sky Broadband S.A: Société Anonyme, Centre Helfent, 1 rue Pletzer, L-8080 Bertrange, Luxembourg; R.C.S. Luxembourg B-118.641..
– Sky In-Home Service Limited and Sky Subscribers Services Limited: Grant Way, Isleworth, Middlesex, TW7 5QD.

How to contact us

If you want to contact Sky Broadband Customer Services, there are a number of ways you can get in touch.

Call us on 08442 410 515, 8:30am to 11pm

Write to us at:

Sky Broadband
PO Box 43
Livingston
West Lothian
EH54 7DD

Complete our sky.com Broadband enquiry form

Visit the sky.com Help Centre

Installation Services

If you want to contact Sky about the installation of your Sky wireless router you can call us on 08442 410 515.

Technical Support Services

Should you run into any technical difficulties or if you want to report a fault with your Sky wireless router then you can contact our technical support team who operate 24 hours a day, 7 days a week. Please call 08442 410 515.
If a reported fault cannot be remedied by one of our engineers over the phone then we will either repair or replace your equipment, whichever is appropriate in the circumstances.

Moving Home

You must notify us immediately of any changes to your address and/or telephone numbers you have provided to us by calling 08442 410 515.
If you move home in your first 12 months then your Sky Broadband contract will continue unless you cancel it in accordance with your contract. If your new address is not in a Sky Broadband network area, then you can select the Sky Broadband Connect product for the remainder of your minimum term. In these circumstances, you will pay the prevailing price for Sky Broadband Connect. If you move home after 12 months then you will need to enter into a new Sky Broadband contract.

For all other moving home enquiries, please call our dedicated Sky Home Move team on 08442 410 623.

Sky Broadband Products and Services

Sky Broadband offers a range of easy and flexible broadband products to Sky TV Customers, dependent on where you live and how fast you want to go. If you are on the Sky Broadband network then the products available to you are:

Sky Broadband Base – excellent for light users or broadband newcomers.
Sky Broadband Mid – quick access to music downloads and short movie clips – perfect if you’re a regular internet user.
Sky Broadband Max – gives you unlimited downloads of music, movies, sports clips and online gaming - no fair use policy applies.

If you aren’t in one of the areas where we have rolled out our state-of-the-art network yet, don’t worry we still have a great value broadband product for you - It’s called Sky Broadband Connect.

Sky Broadband also offers a range of additional features, content, services and applications available for Sky Broadband subscribers. This will include email and photo sharing. You can see the range of extra features available on the Sky Broadband website.

How do I sign up?

You can sign up for Sky Broadband online on the Sky Broadband website or you can call us on 08442 410 515 and we can advise you on the best product and extra features for you.

Pricing

The current pricing and/or savings available for each Sky Broadband product can be found online on the Sky Broadband website or alternatively, you can call Sky Broadband customer services on 08442 410 515.

Important terms of your Sky Broadband contract

There are some key conditions to your Sky Broadband contract to which we would like to draw your attention:

You must be an active Sky TV subscriber at all times during your Sky Broadband contract. If your Sky TV subscription is suspended or ends, Sky Broadband may be too. The Sky Broadband subscription you have chosen is for a minimum of 12 months from the date your telephone line is first activated by BT to receive Sky Broadband unless you or we are allowed to end it earlier under the terms of your Sky Broadband contract. Your use of Sky Broadband, and that of those you allow to use Sky Broadband must comply with our usage policies. These relate to your fair and acceptable use of Sky Broadband. You are responsible for the use of Sky Broadband by any person you allow to use it. Sky Broadband is variable and our prices, products and the extra features can change, even during your first 12 months. However, if we reduce the level of service provided by your chosen product and you reasonably consider that you have been disadvantaged by this you may move to another product or end your contract. You can also end your contract in the first 12 months if we increase your Sky Broadband payment more than once, or by more than 10% of the annual increase in the UK Retail Price Index, whichever is the greater. If you wish to end your contract in these circumstances then you need to let us know within one month from when we notify you of the change.

Any information we collect in relation to your use of Sky Broadband will be used in accordance with the Sky Broadband contract. Any use of Email Tools via sky.com will be governed by the Sky Privacy Policy, which can also be found on the sky.com website for Sky's Privacy Policy. You can also find an up-to-date copy of the Sky Broadband terms and conditions and our usage policies online on the sky.com website for Sky Broadband terms and conditions.

Cancelling Sky Broadband

You can cancel Sky Broadband within 8 working days of the later of delivery of your Sky wireless router (if you are installing Sky Broadband yourself) or your installation by Sky In-Home Services Limited and the date your line is first activated by BT to receive Sky Broadband. You can also cancel Sky Broadband after your first 12 months by giving us at least 30 days’ notice.

To cancel Sky Broadband:

Call us on 08442 410 515

Write to us at:
Sky Subscribers Services Limited
Customer Care Department
PO Box 43
Livingston
West Lothian
EH54 7PR

Fax us on 01506 484701

Complete our sky.com Broadband enquiry form

You must give your name, address, post code and customer number in order to cancel Sky Broadband.

Sky Customer Complaints Code

How to complain to Sky

We are committed to providing you with the best possible products and services.

Despite all our efforts things can sometimes go wrong and if they do, we want to know so that we can put them right as soon as possible.
Our Customer Complaints Code below sets out our processes for resolving complaints related to the provision of our products and services and our complaints handling process itself.

How to register a complaint


In the unfortunate circumstance that you have a complaint, please get in touch with us straightaway in any of the following ways:

Online

Chat to an advisor or email us: Contact us now

On the phone

Call us on: 08442 414141 if you’re in the UK or 0818 719 819 if you’re in the Republic of Ireland.

Our Advisors are here to take these calls 24 hours a day, 7 days a week.  Calls to and from our Advisors may be recorded or monitored for training and other purposes. 

By Post

Write to


Customer Complaints,
Sky Subscriber Services Ltd.,
PO Box 43,
Livingston,
West Lothian,
EH54 7DD.  

 
More information about our complaints procedures

What can you expect once you have registered your complaint?

At Sky we will do all we can to provide you with the most suitable response specific to your particular situation and to ensure, where possible, that your complaint is resolved to your satisfaction.

If you call us, our advisors will ask you about the nature of your complaint. We will take into account all the points you raise and the details we hold in our records and seek to resolve the problem while you are on the line. If your complaint requires specialist knowledge, we will transfer you to a specialist advisor with the right expertise to resolve it. If we are unable to resolve your complaint while you are on the line, we will inform you of how long it is expected to take to resolve and agree when and how we will keep you updated.

If you contact us by letter or by email we will review your complaint fully, taking into account all the points raised in your correspondence and the service details held in our records. We will ensure that your complaint is investigated by the person in the company that is best placed to resolve your complaint. We will normally get back to you by phone, but if this is not possible, we will respond in writing.

We will do all we can to resolve your complaint as soon as possible. If your complaint is of an urgent nature, for example, if you are experiencing a loss of service, we will prioritise as appropriate and escalate your complaint.

We aim to respond to your complaint and agree a resolution within 10 days. Some complaints by their very nature, however, may take longer than others to resolve, particularly if they have technical complexity. If we have been unable to agree the resolution of your complaint within this timeline we will contact you. We will keep you informed of progress in a way that best suits you and at a time that is convenient for you.


What can you do if you are unhappy with our response?


We hope to resolve every complaint promptly and to your satisfaction. But if for any reason you are not fully satisfied with our response, please tell us and let us know where you think further attention is required. We can then review your complaint, and our response, and can escalate the complaint within the company. We will let you know if anything else can be done to resolve your complaint and we will inform you of how long it is expected to take to resolve. We will keep you informed of progress and any changes.


Referring your complaint to the Ombudsman Service

Sky Broadband, Sky Talk and Sky TV  complaints


If your complaint relates to Sky Broadband, Sky Talk or Sky TV or our complaints handling process and we have not resolved your complaint to your satisfaction after 8 weeks from when you first made your complaint to Sky, or if you have received a letter from us saying that your complaint has reached "deadlock" as there is nothing more we can do to resolve your complaint, you have the right to take your complaint to Ombudsman Services: Communications, an independent alternative dispute resolution scheme. Ombudsman Services: Communications will review your complaint and if it decides that your complaint is justified, Sky will act on any decision it makes and put things right for you.

If your complaint remains unresolved after 8 weeks we will send you a written reminder of your right to go to Ombudsman Services: Communications. We will also send you a deadlock letter on your request, unless there are further steps we can take to resolve your complaint in a timely manner (however, we will not send you a reminder or issue you a deadlock letter if your complaint is vexatious or outside the jurisdiction of the scheme).

Ombudsman Services: Communications can be contacted in any of the following ways:
By post: 

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU  

By Telephone: 0330 4401614 or 01925 430 049
By Fax: 0330 440 1615 or 01925 430 059
By e-mail: enquiries@os-communications.org
Visit the website: www.ombudsman-services.org/communications.html

Complaints relating to transferring your telephone number to Sky

If we have agreed to transfer your telephone number to Sky and we are late in doing so by more than one business day after the date that you were informed that the transfer would take place (or any revised date that you were informed of) you may claim compensation for that delay. Compensation will be calculated on the basis of the daily charge for your line rental service for each day that transfer of your number is delayed. Claiming compensation in this way will not affect any other rights you have. You may make a claim for compensation by contacting us in one of the ways set out in this Code. We will normally deduct any amounts owed to you from your next monthly Sky bill, unless otherwise requested by you.

Complaints relating to premium rate services

PhonepayPlus is the independent regulatory body for all premium rate charged telecommunications services. Premium rate services offer some form of content that is charged to your phone bill or pre-pay phone account, for example, directory services, entertainment or ring tones. Many services are advertised on 09 dialling codes. Directory enquiry services are advertised on six-digit numbers beginning 118.

If your complaint relates to the provision, content or promotion of premium rate services you may contact PhonepayPlus to log a complaint. You can make your complaint
In writing, to PhonePayPlus, FREEPOST WC5468, London, SE1 2BR By using PhonePayPlus’ online complaint form, which can be found at www.phonepayplus.org.uk
By calling PhonePayPlus' free helpline, on 0800 500 212, between the hours of 9.00am and 5.00pm, Monday to Friday

Complaints relating to on-demand programme services including Sky Go and Sky On-Demand

Sky programmes made available via Sky’s on-demand services are provided by British Sky Broadcasting Limited. If you wish to make a complaint about the content on these services, please follow Sky’s complaints procedure. You can contact us using the link below:
Complain about Sky's on demand content

If you have exhausted Sky's complaints procedure and are not satisfied with the outcome, you may wish to make a complaint to ATVOD. The Authority for Television On Demand (ATVOD) regulates the editorial content of on demand programme services. You can submit your complaint using the online complaint form at www.atvod.co.uk/complaints/submit-a-complaint, by email to complaints@atvod.co.uk or by post to the following address:

ATVOD Complaints
27 Sheet Street
Windsor
Berkshire
SL4 1BN

Please note ATVOD are the regulators only in respect of the content on our on-demand services. Any queries relating to matters such as technical issues, billing, installation and marketing should be made directly to Sky. Further information about ATVOD can be found at www.atvod.co.uk.


Advertising within our services is regulated by the Advertising Standards Authority (ASA). You can access the ASA complaints procedure online at www.asa.org.uk/Complaints. You can also complain to the ASA by telephoning 020 7492 2222 or by post to the following address:

Advertising Standards Authority
Mid City Place
71 High Holborn
London
WC1V 6QT


For more information visit www.asa.org.uk.
If you have a complaint in respect of content on a non-Sky on demand service/channel accessed via Sky Go and Sky On-Demand you will be able to find information of who to contact at www.atvod.co.uk/regulated-services/directory-of-notified-services.


Obtaining a copy of this Sky Customer Complaints Code in another form

Printed copies of this Sky Customer Complaints Code are available on request and free of charge by contacting us on the details above. It is also available in large print, audio and braille by contacting us by email at: accessibility@bskyb.com

 

Corporate Information

British Sky Broadcasting Limited (Registration No. 2906991), Sky Interactive Limited (Registration No. 3554332), Sky-In-Home Service Limited (Registration No. 2067075) and Sky Subscribers Services Limited (Registration No. 2340150) are direct or indirect subsidiaries of British Sky Broadcasting Group plc (Registration No. 2247735). All of the companies mentioned in this paragraph are incorporated in England and Wales and share the same registered office at Grant Way, Isleworth, Middlesex TW7 5QD.

Sky Broadband S.A. is a company registered in Luxembourg with registered no. B- 118.641. The company is a wholly owned subsidiary of British Sky Broadcasting Group plc and its registered office is Société Anonyme, Centre Helfent, 1 rue Pletzer, L-8080 Bertrange, Luxembourg; R.C.S. Luxembourg B-118.641.


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