General frequently asked questions
Can I check all my contract online?
We are working on extending the Your Account section to include this facility.
What do I do if my details change?
Please ensure you keep your details up to date by telephoning us on 0844 484 4858* or by completing this form.
Are your Call Centres in Uk?
Our Call Centres are currently located in Spain. Our new Call Centres localized in the United Kingdom and France will be operational in the near future. We are a fully registered company in the United Kingdom with offices in Spain and France and will soon be opening offices in more countries throughout Europe.
Are you selling insurance for TV equipment?
No we do not sell insurance, we sell maintenance packages that provide a combination of expert support and replacement equipment for when your existing equipment breaks down.
How to cancel your Plan?
To cancel your plan you can phone or write to us using the contact details set out in your plan documentation or use the cancellation form below. We refer you to the important summary of your rights to cancel during the cooling off period set out below.
Your Rights to Cancel During the Cooling Off Period?
The ‘cooling off period’ is the fourteen (14) day period from the plan start date.
If you change your mind during the cooling off period, you can cancel your plan and we’ll refund any fee paid. However, you must pay us for any costs incurred by us in providing you with the service, such as the cost of the call out and any repair (but the charges will not exceed the price of the plan). However, if we replace your appliance during the cooling off period, your plan will automatically end and you must pay the full plan fee.
How long does the cover last?
The uk tv care cover is a MINIMUM 12 month contract and is not refundable. If you wish to cancel AFTER the initial one year or longer term simply write to us giving 30 days notice before the renewal date. This does not affect your statutory rights.
Your Rights to Cancel After the Cooling Off Period
For your rights to cancel after the cooling off period, please refer to your plan documentation.
My reference number doesn't work, why?
There are a number of reasons your number may not be working.
Is the postcode different?
You need to use the postcode as it is written on your letter. If there is a mistake on your postcode, use the code found on your letter to enter the site. You will then be able to edit your details to amend any mistakes.
You can usually find your reference number on the top right hand corner of your letter.
The first two or three characters can be letters or numbers. The last seven are always numbers.
Have you typed a number instead of a letter?
The capital letter ‘O’ and the number ‘0’ (zero) can be easily mistaken for each other. The number ‘1’ can also be misread as the lowercase letter ‘l’.
Is the space in your reference number causing a problem?
Try entering your number with and without the space.
Are you using the number from the same letter?
The reference refers to a specific offer for a particular appliance. If you try to use the reference from another letter from us, it won't work.
Will I have to pay more if I need several repairs?
No, you can request as many repairs as you need, providing your plan is valid.
Why do I need the Satellite UTP Cover?
A typical minimum callout for an engineer would cost £ 80.00 and equipment replacement up to a further £ 275.00 for a standard Sky system and more for a Sky + or Sky HD receiver.
If anything goes wrong with my Sky system can I reorder a new one from BSkyB on a "special" deal?
No! Each household is limited to ONE subsidised system from BSkyB.
Isn't the cover expensive?
Cover for a standard system starts from 13p per day!
How is the cover payable?
We accept a variety of payment methods, including: all types of credit/debit card, direct debit, cheques and postal orders. We recommend your first payment be by credit/debit card to gain immediate cover. Your card transaction is normally protected by your card provider and direct debit is protected by the direct debit guarantee.
What if I have an existing problem?
There is a callout charge of £65.00 in the first 30 days in case you need us to rectify any existing problems. Once our engineer has visited you he will carry out a system health check and the plan will be fully operational.
Can I cover Sky +, Sky HD, or more than one digital box?
We can cover any domestic combination. Ask a member of our sales team by calling the Helpline.
What do I do in the event of a fault developing?
Just call our helpline. We will arrange for an engineer to discuss the problem and attend your address as required.
Will I be asked to select numerous options on the helpline or be placed on hold for a long period?
No!. We aim to, wherever possible, have you speak directly to a helpline consultant.