Cancel Sky Go the easy way

Overview

Sky Go is a streaming service for Sky TV customers that lets you watch live Sky channels and on-demand shows on mobile and tablet devices. Sky Go is included with Sky TV subscriptions; an optional add-on, Sky Go Extra, adds downloads and multi-device support for an extra monthly fee.

Main features

Included with Sky TV: stream and download Sky channels and selected free-to-air channels. Sky Go Extra: adds downloads and the ability to use up to 4 devices for £5.00 per month.

Company facts

Web - cancel via Sky website

1. Go to sky.com and sign in with your Sky iD.
2. Open My Account or the messaging/chat area and select the cancellation option or request to cancel Sky Go or Sky Go Extra.
3. Follow the on-screen prompts and confirm cancellation. Your access will end at the end of the current payment period.
4. Save or screenshot the confirmation message and any reference number.

iOS - cancel if billed through Apple

1. Open Settings on your iPhone or iPad and tap your name.
2. Tap Subscriptions, locate Sky Go or related Sky subscription, and tap Cancel Subscription.
3. Keep the Apple subscription confirmation email or screenshot as proof.

Android - cancel if billed through Google Play

1. Open Google Play Store, tap your profile icon, then Payments and subscriptions.
2. Tap Subscriptions, select the Sky subscription and choose Cancel subscription.
3. Retain the Google Play confirmation email or screenshot.

Phone - cancel by calling Sky

1. Call 03442 41 41 41 from the UK and follow prompts to speak to customer service.
2. Ask to cancel Sky Go or Sky Go Extra and request a reference number and confirmation email.
3. Note: for Sky Go Extra there is a specific line for cancellations 03442 41 44 14 mentioned for Sky Go Extra queries.

Email - request cancellation by email

1. Send a clear cancellation request to [email protected] including your name, account number and reason for cancelling.
2. Request a written confirmation and keep the reply email as proof.
3. Allow up to 5 working days for a reply.

Post - cancel by registered letter

1. Send a signed letter stating your name, account number and a clear request to cancel to: Sky Go, Grant Way, TW7 5QD Isleworth, United Kingdom.
2. Send by recorded delivery and keep the receipt as proof of sending.
3. Processing time starts when Sky receives the letter; access ends at the end of the current payment period.

Moving address (change of residence)

If you move address and wish to cancel Sky services, contact Sky with your new address and account details. Sky does not publish a specific document list; keep a proof of address (utility bill or tenancy agreement) to support your request. Relevant law: Consumer Rights Act 2015 regarding fair contract terms.

Price increase

If Sky increases the price of your subscription and your contract allows unilateral increases, you may have the right to cancel. Check your contract for a price increase clause and refuse the variation if you do not accept it. Retain all written notices from Sky about the increase. Applicable law: Consumer Rights Act 2015 and the CMA guidance on unfair terms.

Death of the subscriber

Sky does not publicly publish exact requirements for closing accounts on death. To close an account after a subscriber's death, contact Sky, provide the account number and supply a death certificate or other official proof to the support email [email protected] or by post. Save all correspondence as proof.

Legitimate ground accepted by Sky

Sky has not published an exhaustive public list of acceptable legitimate grounds for immediate contract termination. Use the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015 to show you have a statutory reason if the service is not provided with reasonable care and skill. Keep written evidence of the fault and all communications.

End of commitment

When any minimum term in a Sky TV contract ends, contact Sky to confirm cancellation and the final billing date. If you cancel after the minimum term, standard notice and billing rules apply; retain confirmation from Sky. Applicable law: Consumer Rights Act 2015.

Cooling-off period

You have a 14-day cooling-off period under the Consumer Contracts Regulations 2013 for services bought online or off-premises. The period starts the day after you enter the contract. If you cancel inside 14 days you are entitled to a full refund unless you asked Sky to start the service during the cooling-off period. Refunds must be issued without undue delay and no later than 14 days after cancellation. Source: Citizens Advice.

Before cancelling: negotiate

Sky sometimes presents retention options when customers call to cancel, but no specific standard retention offers are published. To request a retention offer, call 03442 41 41 41, explain that you want to cancel and ask for a retention package or a discount. If Sky makes an offer, obtain the terms in writing and keep the confirmation email.

What cancelling saves you

Sky Go Extra costs £5.00 per month. Yearly saving if you cancel Sky Go Extra: 5.00 x 12 = £60.00 per year.

Cheapest competitor from the research: discovery+ at £3.99 per month. Yearly cost: 3.99 x 12 = £47.88 per year. Comparison math:

• Sky Go Extra 12 months: £5.00 x 12 = £60.00 per year
• discovery+ 12 months: £3.99 x 12 = £47.88 per year
• Savings by switching from Sky Go Extra to discovery+: £60.00 - £47.88 = £12.12 per year

Which laws protect you

The key laws and regulators for Sky Go in the United Kingdom are the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. The Competition and Markets Authority monitors unfair contract terms and hard-to-cancel subscriptions.

Cooling-off and refunds

The Consumer Contracts Regulations 2013 give you a 14-day cooling-off period for services bought online or off-premises. If you cancel within 14 days you are entitled to a refund; Sky will refund all payments received but may charge proportionately if you agreed to start the service during that period. Refunds must be issued without undue delay and no later than 14 days after cancellation. See Citizens Advice for guidance and official government guidance.

How to escalate

If you cannot resolve the issue with Sky, complain in writing to Sky, keep records, then contact Citizens Advice for next steps. If necessary, escalate to the Communications Ombudsman or use Section 75 or chargeback via your card issuer for qualifying payments.

Check final access date

Confirm the date your access ends. For paid plans access ends at the end of the current payment period.

Download and data

Downloaded titles from Sky Go Extra will usually become unavailable after cancellation. Back up any personal data or screenshots you need prior to the end date.

Final billing and refunds

If you cancelled within the 14-day cooling-off period and did not use paid features beyond agreed start, you should receive a full refund within 14 days. If Sky Go Extra had active use, a proportionate charge may be deducted. Keep emails, reference numbers and bank statements as proof.

Re-activation

To restart Sky Go later, sign in to your Sky account and re-subscribe to Sky Go Extra or re-activate your Sky TV package. Your previous settings may require reconfiguration. For account changes contact [email protected].

Follow this checklist to make sure cancellation is complete and documented.

• Log in to sky.com and submit a cancellation request or call 03442 41 41 41.
• Save on-screen confirmation and any reference numbers.
• If sending a letter, use recorded delivery to Sky Go, Grant Way, TW7 5QD Isleworth and keep the receipt.
• If you paid through Apple or Google, cancel the subscription in your App Store or Google Play account.
• Check bank statements to confirm refunds or final charges and keep records for at least 90 days.
• If you cancel within 14 days, request a refund and note that Sky must refund within 14 days of cancellation.