topic Re: Customer support in Sky Q

Customer support

LisaSwims — Thu, 27 Aug 2026 13:45:19 GMT

How do I actually talk to a live person ??

Re: Customer support

Daniel0210 — Thu, 27 Aug 2026 13:47:10 GMT

Is it something we can help with?

Otherwise these are the current methods available for contacting Sky. Depending on the reason for making contact some will be more appropriate than others.

🟢📞 Call Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline if you’re a Sky Broadband customer. The forum doesn’t allow the display of other numbers but official numbers to Sky from the UK are 03 numbers which are usually inclusive from non Sky phones.

[If your Sky services are restricted due to a missed payment, calling will only result in a request to pay].

All calls will start automated (aka ‘the bot’) which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

🟢online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟢Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟢Social Media You can also get in touch via the messaging services on Facebook or Instagram, (links at the bottom of the forum page).

♦️Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of any link is showing the correct flag and change if required. The Sky Ireland phone lines have different operating hours to the UK and are closed over a weekend.

Re: Customer support

LisaSwims — Thu, 27 Aug 2026 13:53:41 GMT

I have cancelled by Sky Q and broadband. I received a box and label in post for the modem only, is a separate box coming for the tv equipment too ? I have little to no instructions on what to do.

Re: Customer support

Daniel0210 — Thu, 27 Aug 2026 13:55:29 GMT

@LisaSwims

Okay.

If you’ve successfully cancelled Sky should send out returns packaging to the address where the account was active, near the end of any cancellation period, which is 14 days for broadband and 31 days for Sky Q, for any loaned equipment they are expecting back. So if you cancel Sky Q and Broadband the smaller BB packaging should arrive first.

Any return packaging should show on your account
https://www.sky.com/ordertracking

If the arrival of packaging is delayed, it’s damaged on arrival or doesn’t arrive at all it’s the customers responsibility to use their own packaging to return it. You can use any packaging as long as it’s secure and you may want to put a note inside with your account number and a list of equipment that is included. This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband

It’s very important that you keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.

Re: Customer support

LisaSwims — Thu, 27 Aug 2026 13:59:38 GMT

I wasn't aware that I wouldn't get my packaging for Sky Q 30 days later. We are leaving the country headed back to the states next week. Is there any brick and mortar store that I can go to to return it personally?

Re: Customer support

Daniel0210 — Thu, 27 Aug 2026 14:04:26 GMT

@LisaSwims

The packaging is always sent then as it's towards the end of the notice period. My earlier reply gives an option to use your own packaging.

Re: Customer support

TimmyBGood — Thu, 27 Aug 2026 15:34:05 GMT

@LisaSwims wrote:

Is there any brick and mortar store that I can go to to return it personally?

Sky has some physical shops around the country, but these aren't set up for equipment return and I doubt they'll accept any hardware from you.

Depending on which model of Q box you have, Sky may not want it back anyway.