Customers can see new pricing in their future bills
First notification sent to customers
First bill impacted
New pricing goes live
Evaluate existing debts and develop a plan to manage and reduce them.
Evaluate existing debts and develop a plan to manage and reduce them.
Evaluate existing debts and develop a plan to manage and reduce them.
Evaluate existing debts and develop a plan to manage and reduce them.
Evaluate existing debts and develop a plan to manage and reduce them.
Evaluate existing debts and develop a plan to manage and reduce them.
Evaluate existing debts and develop a plan to manage and reduce them.
Evaluate existing debts and develop a plan to manage and reduce them.
Customers impacted by these changes will begin receiving notifications starting from 20 February 2025, with full details about what’s changing.
These price changes will appear on their April bill.
You can read the full customer notification here.
You may notice that different customers have different price changes. This can happen if their price change was deferred last year or if they’re currently on a price hold offer.
Step 1: Read the statement
Step 2: Shout out your answers
Fastest to answer correctly wins the point.
Get ready to play – good luck!
Step 1: Look at the two options
Step 2: Decide which price or number is lower, or which option offers the best value
Step 3: Shout out your answer
Fastest to answer correctly wins the point.
Ready to play? Good luck!
Select to reveal the correct answer
Select to reveal the correct answer
Select to reveal the correct answer
Select to reveal the correct answer
Select to reveal the correct answer
Select to reveal the correct answer
Select to reveal the correct answer
Acknowledge how the customer is feeling
Show empathy and let them knowyou understand their concerns
Fix what you’re there to do and build trust
Focus on resolving their issue first to establish confidence
Reassure the customer
Let them know you're there to help. If they need further assistance, they can reach out to us through our messaging service on Sky.com or by calling our contact centre for additional support
Highlight about the value of their products
Emphasise the benefits they receive and how their services add value
Utilise your Engineer Toolkit
Can you use your Toolkit to assist the customer further
It’s really important to follow compliance guidelines when making any sale, including:
If we don’t get it right when selling or upgrading these broadband products, Fibre SOGEA, Fibre G.Fast, Full Fibre FTTP, it can result in life threatening consequences for our customers and serious consequences for Sky.
Healthcare and medical alarms are devices, like panic buttons, pendants or wall-based communications consoles, used by the elderly or vulnerable to raise an alarm in an emergency. Usually, they’re connected to a monitoring centre using a traditional copper-based phone line, but some may not be.
Some customers may not know how their care alarm is connected, so we have taken the decision not to offer an internet call (VoIP) package) to any customer that has any form of care alarm. This is to protect both you and our customers.
This may change at a later date in line with Industry developments, and if it does, we will make sure you are briefed nearer the time. For now, we expect you to follow the current process.
To make it clear for both you and your customers, we’ve recently updated the key facts, including the At-Risk eligibility questions and OneHelp articles.
You’ve spotted an opportunity to sell Sky Broadband to your customer, let’s look at the updated At-Risk eligibility questions. These have been changed so that we can be absolutely sure if the customer has any form of healthcare or medical alarm.
You must read this word-for-word to the customer to make sure we’re not giving any at-risk customers a package that includes Internet Calls.
Scroll down to see the At-Risk eligibility questions:
Once you’ve read the questions word for word, it’s important to carefully listen to how your customer responds to ensure their understanding and identify any vulnerabilities.
Once you’ve read your eligibility questions word for word and confirmed with your customer that they understand the questions and have selected the correct broadband package, you can then move onto the Key Fact.
Let’s take a look at the updates for Key Fact KF230V:
You'll need to plug your phone into your Sky Hub to make calls. If your broadband or power supply fails, you won't be able to make any calls, including to the emergency services.
If you have an alarm or any other devices connected to your phone line, these may not work. Contact your provider to make sure.
If you get an alarm in future or experience any problems with your services, you should contact Sky immediately
Once you’ve read the Key Fact, if you feel there’s still any doubt thatthe customer doesn’t fully understand what you’ve read to them or they may be at risk, do not proceed with the sale.
Refer to the OneHelp articles for guidance or seek additional advice from your leader if needed.
By making sure every step is clear and understood, you're safeguarding both the customer and the business while delivering the right solution.
If an existing Sky Broadband customer with a VoIP-based Talk service wants to upgrade/change their broadband product to a different FTTP–based Sky Broadband product with a VOIP-based Talk service, please take the following steps:
Note: Currently, you will not be prompted to ask this question by the system. We are working hard to get this updated ASAP and will let you know once it’s live.
If we don't get it right when we’re selling or upgrading our products and services, it can result in:
Use your tools effectively to ensure every sale prioritises the safety and wellbeing of our customers.
