Sony Pixel Power calrec Sony

Keeping you connected: our promise to customers

14/12/2022

Stephen van Rooyen, Executive Vice President & Chief Executive Officer, UK & Europe

Sky provides connectivity our customers can count on through our Talk, Broadband, and Mobile products, which are used by millions of people right across the UK.

We know how important these everyday connectivity services are to our customers. So as many households face a rising cost of living and growing financial pressures, we are focussed on ways we can better support our most vulnerable customers.

These include:

Providing a broadband and mobile social tariff that is easily accessible for eligible customers

Passing on any savings from Openreach should they implement a wholesale social tariff price

A commitment to not increase the price of our social tariffs throughout 2023

Providing value across our services, including through TV Essentials

Supporting our customers to manage their bills, including enabling customers to move to social tariffs without facing any early termination charges

Supporting communities that need it most through Sky Up and our Tech Grants programme

Dedicated social tariffs:

Earlier this year Sky and NOW both launched broadband social tariffs - Sky Broadband Basics and NOW Broadband Basics - offering a discounted connection to people receiving Universal or Pension Credit. These tariffs are designed to help our customers who are struggling with their broadband bills, but who need to stay connected. Both social tariffs provide eligible customers with a broadband connection for just £20 per month.

We were the first major broadband provider that does not own its own fixed broadband network to offer a dedicated social tariff.

We pay BT's Openreach wholesale prices in order to connect our customers to broadband. What this means is that the majority of a Sky customer's broadband bill goes straight to Openreach. This is still the case for the social tariff - with Sky paying Openreach the same wholesale price for our customers on our social tariff as we do for our customers who aren't.

If Openreach chooses to provide a social tariff wholesale price, then we commit to passing that saving directly back to our social tariff customers, reducing the cost of our social tariff in line with the discount.

But until that changes we know we need to do more, so we are launching a new mobile social tariff for all Sky customers on Sky Broadband Basics. This new package will provide our existing customers with unlimited UK calls and texts and 3GB of data per month for 12 months at no cost at all. This means that our customers who are facing financial pressure can stay connected in and outside the home with Sky for £20 a month - the price of our Sky Broadband Basics package.

We will also be making Sky Broadband Basics and NOW Broadband Basics available to people receiving Universal Credit, Pension Credit, Income Support, Income related Jobseekers Allowance and Income related Employment Support Allowance next month. We can do this because of the Department for Work and Pensions' new tool which makes it easier for us to confirm a customer's eligibility for our social tariff.

I know that the economic backdrop is challenging for many households in the UK, and I am focussed on how Sky can help and support our customers in a targeted way. That's why today we are also making a promise to those customers who are most in need that we will not increase the price of our social tariffs throughout 2023.

Sky now has a range of measures to help keep our customers connected as well as helping them enjoy the content they know and love.

Providing value you can believe in:

Sky Mobile offers a low-cost SIM-only plan which provides 3GB of data for only £7 a month.

Sky Mobile customers can rollover their unused data each month. We store the data in a customer's data piggybank' for up to three years and it can also be shared with up to seven SIMs on a customers account or exchanged for rewards. New research shows that in total mobile users in the UK lose over £80 a year by not using, and therefore losing, the data they pay for each month.

We let Sky Mobile customers mix' their plans to suit their financial and lifestyle situations - this means customers can change their plan every month, so they only pay for what they need at that moment. Tens of thousands of customers make the most of this every month.

Sky offers Superfast Broadband for £28 a month for an 18-month minimum term

Sky customers can also get Sky, Netflix and Paramount+ for less than £1 a day.

We also offer TV Essentials - which allows customers to keep using their Sky Q box and its functionality along with accessing free to air channels and services at a significantly reduced cost.

Our customers have the option to access Sky content via NOW, which is available without a long-term contract - via monthly passes, and day passes for Sports.

Sky is consistently top in the customer service rankings of the regulator, Ofcom, where Sky is the least complained about among pay-TV, broadband and mobile providers.

Managing bills:

Across all our products we offer support to customers who are struggling to pay their bills - this could be changing to a different tariff or providing payment holidays for when they have taken out credit agreements.

We do not charge an exit fee for customers moving to our social tariff or leaving our social tariff.

We are one of the only major Broadband and Mobile providers that do not have a specific price increase written into customer contracts - this means you can leave without paying an Early Termination Charge if you're notified of a price increase during your contract's minimum term.

All our contact centre staff are empowered to treat customers as individuals and work with them to find solutions to their individual financial circumstances. Sky's contact centre staff a
LINK: https://www.skygroup.sky/en-gb/article/keeping-you-connected-our-promi...
See more stories from sky

More from BskyB

14/01/2025

Official trailer released for Sky Documentaries three-part series Boyzone: No Matter What

Official trailer released for Sky Documentaries three-part series Boyzone: No Ma...

09/01/2025

Trailer released for Sky Original Drama series Mussolini: Son Of The Century, directed by BAFTA-winner Joe Wright

Trailer released for Sky Original Drama series Mussolini: Son Of The Century, di...

07/01/2025

Season two of the Sky Exclusive drama series The Last Of Us debuts this April

Season two of the Sky Exclusive drama series The Last Of Us debuts this AprilTuesday 7 January 2025 To view this content, please enable our use of cookies. To ...

19/12/2024

Sky Business backs pubs with PubAid sponsorship of PDC World Darts Championship Players

Sky Business backs pubs with PubAid sponsorship of PDC World Darts Championship ...

18/12/2024

Romesh Ranganathan embarks on brand new travelogue series Can't Knock the Hustle' (working title) launching on Sky Max in 2025

Romesh Ranganathan embarks on brand new travelogue series Can't Knock the H...

16/12/2024

Season three of the Sky Exclusive series The White Lotus, from Mike White debuts 17 February

Season three of the Sky Exclusive series The White Lotus, from Mike White debuts...

12/12/2024

Paloma Faith and the Sky Kids choir reimagine Silent Night' for neurodiverse children

Paloma Faith and the Sky Kids choir reimagine Silent Night' for neurodivers...

12/12/2024

Trailer revealed for Sky Original film CLEANER starring Daisy Ridley, Taz Skylar and Clive Owen

Trailer revealed for Sky Original film CLEANER starring Daisy Ridley, Taz Skylar...

11/12/2024

Sky wraps up GUINNESS WORLD RECORDS title in Christmas Wrapathon event that sees the most people wrapping gifts at the same time

Sky wraps up GUINNESS WORLD RECORDS title in Christmas Wrapathon event that see...

09/12/2024

First look at Matt Smith in Sky Original The Death of Bunny Munro', coming 2025

First look at Matt Smith in Sky Original The Death of Bunny Munro', coming ...

09/12/2024

Sky U.K & Ireland and Warner Bros. Discovery announce new distribution and bundle agreement

Sky U.K & Ireland and Warner Bros. Discovery announce new distribution and bundl...

09/12/2024

Sky Arts celebrates the tenth anniversary of Landscape Artist of the Year with a 10,000 commission from the Courtauld Gallery

Sky Arts celebrates the tenth anniversary of Landscape Artist of the Year with a...

09/12/2024

Sky & NOW what to watch 2025

Sky & NOW what to watch 2025Monday 9 December 2024 It's been a busy year, but 2025 has an almighty line-up of new telly and brand-new movies coming to Sky ...

06/12/2024

IAN BONHTE & PETER ETTEDGUI'S AWARD-WINNING SUPER/MAN: THE CHRISTOPHER REEVE STORY, coming exclusively to Sky and NOW on 28 December

IAN BONH TE & PETER ETTEDGUI'S AWARD-WINNING SUPER/MAN: THE CHRISTOPHER REEV...

05/12/2024

Sky Deutschland remains the home of the Bundesliga and 2. Bundesliga until 2029: With 80 percent of all games exclusively on Sky

Sky Deutschland remains the home of the Bundesliga and 2. Bundesliga until 2029:...

05/12/2024

Official trailer released for Sky & Peacock Original limited series, Lockerbie: A Search for Truth

Official trailer released for Sky & Peacock Original limited series, Lockerbie: ...

04/12/2024

Sky launches Essential TV, bringing together Sky, Netflix and discovery+ for 15 a month

Sky launches Essential TV, bringing together Sky, Netflix and discovery for £15...

04/12/2024

The Day of the Jackal becomes the biggest new series launch ever on Sky

The Day of the Jackal becomes the biggest new series launch ever on SkyWednesday 4 December 2024 Sky today announced that The Day of the Jackal has officially ...

03/12/2024

Gugu Mbatha-Raw, Jonny Lee Miller, Sheldon Shepherd and Bel Powley to star in new Sky Original thriller Inheritance

Gugu Mbatha-Raw, Jonny Lee Miller, Sheldon Shepherd and Bel Powley to star in ne...

03/12/2024

Paul McCartney and Wings: One Hand Clapping - rare film to have its television premiere on Boxing Day on Sky Arts and NOW

Paul McCartney and Wings: One Hand Clapping - rare film to have its television p...

03/12/2024

Ella Purnell to return in second killer series of Sky's Sweetpea

Ella Purnell to return in second killer series of Sky's SweetpeaTuesday 3 December 2024 Today Sky announces that coming-of-rage' Sky Original comedy t...

02/12/2024

From stadium to screen, blur: To The End' and blur Live at Wembley Stadium' to premiere 29 December on Sky Arts and NOW

From stadium to screen, blur: To The End' and blur Live at Wembley Stadium...

02/12/2024

From stadium to screen, blur: To The End' and blur Live at Wembley Stadium' to premiere 28 December on Sky Arts and NOW

From stadium to screen, blur: To The End' and blur Live at Wembley Stadium...

29/11/2024

Sky announce new three-part golden age of darts docuseries Dart Kings

Sky announce new three-part golden age of darts docuseries Dart Kings Produced by award-winning Mindhouse Productions Friday 29 November 2024 In the New Year,...

27/11/2024

First look revealed for third explosive instalment of Sky Original Gangs of London', coming 2025

First look revealed for third explosive instalment of Sky Original Gangs of Lon...

26/11/2024

Sky Documentaries set to portrait the Queen of Pop in brand-new original feature documentary, Becoming Madonna

Sky Documentaries set to portrait the Queen of Pop in brand-new original feature...

26/11/2024

Gladiators ready, I am a Faithful and Sent from iPhon crowned the most iconic TV phrases of the last year

Gladiators ready, I am a Faithful and Sent from iPhon crowned the most iconic TV...

26/11/2024

Sky & NOW Festive Brochure 2024

Sky & NOW Festive Brochure 2024Tuesday 26 November 2024 The festive season is coming and so is an epic line-up of TV shows and movies on Sky and NOW. In fact, ...

22/11/2024

Sky and Peacock's Original hit drama series The Day of the Jackal scores a second season renewal

Sky and Peacock's Original hit drama series The Day of the Jackal scores a s...

19/11/2024

Sky unveils official trailer for 2024 Christmas special Bad Tidings' starring Chris McCausland, Lee Mack and Rebekah Staton

Sky unveils official trailer for 2024 Christmas special Bad Tidings' starri...

18/11/2024

Sky and Prime Video extend multi-year deal

Sky and Prime Video extend multi-year dealMonday 18 November 2024 Sky and Amazon today announced a new extension of their long-term collaboration that will see...

18/11/2024

Sky Cinemas new Christmas advert celebrates connection, joy and the power of festive films

Sky Cinemas new Christmas advert celebrates connection, joy and the power of fes...

14/11/2024

The Day of the Jackal' becomes biggest Sky Original ever

The Day of the Jackal' becomes biggest Sky Original everThe 10-part series produced by Carnival Films starring Eddie Redmayne, Lashana Lynch, and rsula Cor...

14/11/2024

Sky News boards The Beast: a gripping documentary exploring perilous migrant journeys via an infamous freight train through Mexico

Sky News boards The Beast: a gripping documentary exploring perilous migrant jou...

11/11/2024

Grete Lajal and Mariam Musa crowned winners of the UK's first-of-its-kind women's only esports initiative

Grete Lajal and Mariam Musa crowned winners of the UK's first-of-its-kind wo...

07/11/2024

Sugababes shut down London with surprise rush-hour performance

Sugababes shut down London with surprise rush-hour performanceThursday 7 November 2024 Download imagery: https://www.flickr.com/gp/taylorherringpr/6Q48JRw40G ...

01/11/2024

Art Classes for all! Artist of the Year: Masterclass comes to Sky Arts this winter

Art Classes for all! Artist of the Year: Masterclass comes to Sky Arts this wint...

31/10/2024

Sky Glass now available to buy at Currys with exclusive offer

Sky Glass now available to buy at Currys with exclusive offerLaunching from just £33 a month for Sky Glass and Sky Ultimate TVThursday 31 October 2024 Sky and ...

29/10/2024

Steven Frayne, formerly known as Dynamo, brings Miracles (w/t) to Sky this Christmas

Steven Frayne, formerly known as Dynamo, brings Miracles (w/t) to Sky this Chris...

28/10/2024

Science of scares: Sky Cinema and NOW reveal formula for what makes a horror truly terrifying

Science of scares: Sky Cinema and NOW reveal formula for what makes a horror tru...

24/10/2024

Sky Original film sets UK release of Nick Frosts horror comedy Get Away from XYZ Films

Sky Original film sets UK release of Nick Frosts horror comedy Get Away from XYZ...

24/10/2024

Sky and NOW Team Up with Dogs Trust to Launch Pop-Up Bonfire Night TV Channel for Anxious Pets

Sky and NOW Team Up with Dogs Trust to Launch Pop-Up Bonfire Night TV Channel fo...

17/10/2024

DUNE: PROPHECY coming exclusively to Sky and NOW on November 18, as official trailer released

DUNE: PROPHECY coming exclusively to Sky and NOW on November 18, as official tra...

09/10/2024

Sky and Peacock release Official Trailer for The Day of the Jackal starring Eddie Redmayne and Lashana Lynch

Sky and Peacock release Official Trailer for The Day of the Jackal starring Eddi...