• Accessing and changing your account details

    If you log into your account using a web browser, you can access your account details by going to "Manage Account" and then "Update Details". In here, you can change your email address, memorable information, device name and other information

  • Forgotten password?

    Please click on the top right "Sign in" button and click the forgotten password link or click here.

  • How to log in at a free venue

    Once you've connected to 'The Cloud' SSID and you open your web browser you will be taken to our Sky WiFi landing page - if not then just refresh the page.

    Once the page has loaded click the "Get Online" button.

    You will then see the service selection screen. If you are not a Sky Broadband Unlimited or Connect customer, or a P4UWiFi subscriber just select Sky WiFi.

    Once this is done you can either login with your existing Sky WiFi account, or create new one for free.

    Once logged in or registered you are online! Your screen will tell you if the venue you are in has a time limit.

  • How do I cancel my agreement and stop recurring payments?

    Our subscription products do not have a fixed term contract and we'll keep your subscription running for as long as you decide to keep an account with us.

    To cancel the agreement yourself:

    1. Login to the Shopper Management System.

    2. The Recurring Payments (WorldPay) Shopper home page is displayed.

    3. Under the Agreements ID column, select the hypertext displaying the Agreement ID for the agreement you want to cancel.

    4. The Recurring Payments (WorldPay) Agreement details page is displayed.

    5. Double check that the agreement on your screen is definitely the agreement you want to cancel.

    6. Select the Cancel button. If the agreement has already been cancelled, the cancel button will not be displayed on the screen.

    7. The Cancellation Confirmation pages is displayed.

    8. Select the Yes button to cancel the agreement. If you do not wish to cancel the agreement, select either of theGo Back buttons.

    Please ensure that if you have more than one agreement, you select the correct agreement to cancel. Once an agreement has been cancelled it cannot be reinstated. If you cancel the wrong agreement, please contact the online store you held the agreement with and ask them to set up a replacement agreement. Unfortunately RBS WorldPay cannot set up a new agreement for you.

  • How do I get a refund for unused access?

    Sky WiFi can offer a refund if requested within 7 working days of purchase, this is subject to non-usage.

    To request a refund please use the Send a Message form. Sky WiFi will then respond detailing whether your refund has been issued or declined. All refunds are issued onto the card which made the original purchase.

  • How do I update my card details for my Cloud Unlimited agreement?

    1. Login to the Shopper Management System.

    2. The Recurring Payments (WorldPay) Shopper home page is displayed.

    3. Under the Agreement ID column, select the link displaying the Agreement ID you want to change the payment details for.

    4. The WorldPay Agreement Details screen is displayed.

    5. Select the Change Payment Details button at the top of the screen.

    6. The Change Payment Details page is displayed.

    7. Enter the new card or bank account details. For more information on the fields you must fill out, please refer to Change Payment Details. An asterisk (*) after a detail means you must supply that detail.

    8. Select the Submit button to enter your new payment details into the system.

    9. RBS WorldPay will attempt to take the next payment, when due, from the updated card or bank account. If there are any outstanding payments due, we will attempt to debit payment within 24 hours. Once further payment will be taken each consecutive day for any outstanding payment (for each scheduled payment that has been missed). When you change your card or bank details, the new card number will not be displayed in your Shopper Management System account until the first payment has been debited.

    10. To leave this page, select one of the buttons such as Go to Home Page or Go Back to Agreement

    There are certain restrictions and considerations when changing your payment details, as follows:

    If you are also changing the type of card (for example, VISA to MasterCard or Maestro to VISA), we advise that you contact the online store first to confirm they support your card type.

    If an agreement was originally set up with an American Express (Amex) card, then you can only change your card details to another Amex card. Cards other than Amex cannot be accepted. If you want to use a non-Amex card, you must first cancel the existing agreement and set up a new one with the online store.

    If your agreement was set up with ELV (Elektronisches Lastschriftverfahren), you cannot change payment method to pay by credit/debit card and vice versa. You must first cancel the existing agreement and set up a new one with the online store.

  • Unable to enter new Card Details?

    Our system will not let you enter the new card details until the old card has expired. Please wait until the first day of the month following the expiry date of your current card, then update your card details.

  • Can I change my payment details over the phone?

    RBS WorldPay cannot change your credit or debit card details for you. Any changes to billing information must be made by you, using the Shopper Management System (SMS).

  • Cancel Account

    If you would like to cancel your Sky WiFi account, please email wifiuser@sky.uk

Still need answers? Select another topic:

Support select

Back to FAQs and Support

Chat to us

Still not found an answer? Get in touch below.

Send a message

Our address

The Cloud

Third Floor, 4 Victoria Square, St Albans, AL1 3TF

General Enquiries: 0333 202 0931

Sales: 0333 100 0931

(Phone line open 9am–5:30pm)

View map

Map of The Cloud office location.