topic Re: Internet in Account & Billing

Internet

Dawn72 — Mon, 26 Jan 2026 19:12:42 GMT

My box keeps disconnecting from my internet. I've had a new box. Am sick of the automated phone system and not getting through to someone in the UK.

can I cancel my subscription.

Re: Internet

MightyQuinn — Mon, 26 Jan 2026 19:20:21 GMT

@Dawn72 wrote:
My box keeps disconnecting from my internet. I've had a new box. Am sick of the automated phone system and not getting through to someone in the UK. can I cancel my subscription.

Hi @Dawn72 If you have given Sky the opportunity to fix it, several engineer visits etc. then they should release you from your contract. The catch 22 is you need to telephone Sky to cancel.

Re: Internet

Dawn72 — Mon, 26 Jan 2026 19:21:47 GMT

I've had a new box but it's happening daily now. I cannot get through to anyone. I have autism and find the automated system very confusing. Is there an email I can use to send a message?

thank you for your reply.

Re: Internet

Daniel0210 — Mon, 26 Jan 2026 19:25:59 GMT

@Dawn72 wrote:

Am sick of the automated phone system and not getting through to someone in the UK.

@Dawn72

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. Calls go through to the next available agent wherever they are based so not necessarily in the UK.

Edit- Our posts crossed so I'll add this…

If there are health issues involved it may be worth registering with the Sky Accessibility Team who may be able to help now or in the future particularly if there’s an issue communicating. Once registered there are also different methods of communication other than phoning so have a look at these related links… ~

https://www.sky.com/help/accessibility-information

https://www.skyaccessibility.sky/

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

https://www.sky.com/help/articles/third-party-assistance