Welcome to the official Sky Help Forum - a place for Sky customers to share their experiences, knowledge and help each other. This may be the first time you’ve accessed or participated in an online community, so we’ve created this guide to help you understand how the forum works and how to get the best out of our community.
Welcome to our Community
You may have come to the forum looking for an answer to a query you have relating to your Sky products or services.
We’ve designed the forum so that answers (accepted solutions
) are highlighted and appear at the top of search results, our community members mark these answers so it’s always worthwhile starting your search using the box at the top of each page to see if your question has been answered already.
Got a Question?
If your question hasn’t been asked before or hasn’t been answered you can post your query on the forum and someone will get back to you. This could be a member of the community or a Sky Knowledge Advisor.
It’s great that you want to participate in our community; here are some tips to help you make sure your post goes in the right place. If you have a question that is relevant to a topic already being discussed on the forum you may want to post a reply and add your message to the ongoing discussion. If your query relates to a new topic or issue, the best thing to do is start a new topic in the relevant area of the forum. It’s also a good idea to read our Community Rules
before you post to keep you on the right track.
What you need
First you’ll need a Sky iD; if you manage your Sky account online using then you’re all set, just log in using the same details, choose a display name and you’re ready to post.
If you’ve not already got a Sky iD, don’t worry; you can register
one in a few minutes by clicking the Sign Up link. You’ll need one of the following details to create a Sky iD: your Sky Account Number, last 6 digits of your bank account used to pay your bill or your Sky TV viewing card number.
Sky iD will give you access to the forum as well as access to many other online services such as My Sky
& Sky Go
For more information see our Sky iD Guide
on the Help Centre
Posting in the right place
First you’ll want to go to the category and board that fits the nature of your query. This helps the community respond to your question and it’s also good etiquette not to go off topic.
To create your own new topic simply select the relevant board and click on the New Message button in the top left corner of the page.
If you want to add a reply to an existing topic you can do this by clicking on the reply button in the bottom right corner of the post you wish to reply to.
How to post
Whether it’s a new message or a reply, you’ll see a screen, which will ask you to fill in the subject and content for your post, a bit like e-mail. If you’re replying the subject may already be filled in for you.
Safety Tip: For your own safety; please don’t post any account specific details or personal information that could be used to identify you. Everything posted on our community is available for public viewing.
To start a new topic:
Go to the board you want to post on and click the New Message link near the top of the message list.
On the Post Message page, you will see a Subject area and a Body area.
|1.||In the first field, the Subject field, type a title for your message. |
|2.||In the second field, the Body field, type your message. Put details about your topic here. If you are posting on a technical topic, it is helpful to include all pertinent information regarding your enquiry in the body.|
|3.||You can use the controls to change the fonts, colours and other aspects of your message. You can add smiley faces using the smiley menu. And you can format the text at the character or paragraph level.|
|4.||If you want, you can click Check Spelling to look for misspelled words.|
|5.||You can click Preview Post to see what your post will look like on the boards.|
|6.||When you are happy with your message, click the Post button. |
Your message will be added to board and everyone else on the board will be able to read it.
To add a reply to a topic:
Use the Reply button in a message to write a response to a particular post. You'll see a screen similar to the Post Message screen. There are a few differences:
- The subject line will be filled in for you automatically. You can change it if you want.
- You can use the Quote Message button to paste the message to which you are replying into the body of your reply.
- When you post a message as a reply, it will be added to the existing thread. It won't create a new thread.
What happens next?
We’ve got a great community full of experienced and knowledgeable customers as well as Sky Knowledge Advisors on hand to help. You may get a response from another member of the community who can help, if not our Knowledge Advisors will provide an answer.
Don’t worry if you don’t get a response straight away, it can take up to 24 hours for someone to reply to your post.
The small Sky badge next to the name can identify sky staff; you’ll also notice the rank Sky Knowledge Advisor will appear on the left hand side of the post.
In some instances we may need to send you a Private Message. For example, if we need to ask you for account specific details to assist with a query or complaint.
Only you and the person who sent the message can view these.
If you’ve received a reply on the forum to your post indicating that a Private Message has been sent, you can access your messages by clicking on the envelop icon in the top right corner of the page.
Once you’ve opened the message you’ll have the option to reply to it, your reply will be posted to the sender and will remain private.
to learn more about Private Messages.
Keeping our Community Safe & Friendly
We want our community to be an open and friendly place where it is safe to post. For this reason our Sky Knowledge Advisors moderate the forum, reading everything that’s posted to ensure it adheres to our Community Rules as well as the full Terms & Conditions.
If you wish to report a breach of the rules you can highlight this to Sky Knowledge Advisors at any time by selecting the Report Inappropriate Content option from the menu on the right of the offending post and our team will review this.
Has your question been answered?
If you started your own topic and someone has replied to your post with an answer that helps fix your issue or answers your question, why not mark this so that others can find it more easily.
You can do this by clicking on the Accept as Solution button in the bottom right corner of the post that helped. Once you’ve done this you’ll notice a green tick appears in the title of the post and your topic now displays the green tick to notify other members of the community that you have an answer.
If you didn’t start the topic, don’t worry; you can still give kudos to the person who replied to your post with the correct answer or solution to your problem, just see our section on Kudos below.
to learn more about Accepted Solutions.
Say thanks by giving Kudos
You may find a post while reading through the forum that provides useful information; it’s a good idea to say thanks by giving Kudos.
Kudos is a points system we use that gives recognition for great posts and content that others find useful. Some of our experienced members in the community have lots of kudos points, but don’t let that put you off.
To give someone Kudos for a post, simply click on the thumbs up button in the bottom right hand corner of their post and it’ll add a Kudos point.
to learn more about Kudos.
There’s a lot of really great content on our forum, we allow community members to tag posts so that they’re easier to find. Tagging posts helps these posts move up the search rankings so it’s a good idea if you’ve provided helpful information to tag your post with some keywords.
To tag a post, simply click on the add tag link at the bottom and fill in the keywords you wish to associate with that particular post, you can add many keywords by simply separating each word with a comma.
Tagging is not just limited to posts you make; you can also tag other community posts where the option appears.
to learn more about Tagging posts.
Access the forum on the move
Got a web enabled mobile device or smart phone?
We've got a mobile optimised version of the Sky Help Forum available so you don't need to be near a PC to check for an answer to your post, or ask a question the forum.
To access the forum from your mobile device simply go to http://m.sky.com/service
and select Help & Support then visit the Sky Help Forum.
The Mobile Service site also allows you to check your Sky account, change your PIN and manage your remote record settings as well as check the status of Sky Services.
See our extensive Forum Help Guide
or click on the Forum Help link found in the top right corner of each page. If you still have questions about how the forum works, just ask one of our Knowledge Advisors and we'll do our best to help.