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Help & Support
General
1. What is Sky Sports Streaming?
2. Who can get it?
3. How Can I Get It?
4. What is Sky Bet Live?
Sky Bet
1. What is Sky Bet?
2. How can I use Sky Bet?
3. I have forgotten my Sky Bet User ID/PIN, what do I do?
4. Transactions and Banking
5. Rules
6. Responsible Gambling
7. SkyBet Customer Support
Logging In
1. I dont have a username or password
2. I’ve forgotten my password
3. I've forgotten my username
4. I get an error saying that I cannot connect to the server when trying to sign-in
5. I get a message saying that I have the wrong type of subscription
6. Will the payment appear on my Sky bill?
7. What does the service cost?
Account Questions
1. How do I contact customer support?
Privacy
1. Privacy policy
Viewing Options
1. Will the stream be exactly the same as the Sky Sports broadcast channel?
2. What do the different Screen Size options in the Player Options panel do?
3. What do the different Settings options in the Player Options panel do?
4. What do the different Quality options in the Player Options panel do?
Technical Help
1. I get a virus alert when I try to watch
2. Licence delivery error: Player requires individualization
3. Licence delivery error: A problem has occurred in the DRM component
4. Licence delivery error: Parameter is incorrect
5. Licence delivery error: Automation server can't create object
6. I get an error saying I am trying to use the service outside the U.K.
7. Is it available outside U.K. or R.O.I.?
8. When I go to watch an event, Windows Media Player sticks on ready
9. I get sound but no picture
10. I get a picture but no sound
11. I get a green screen
12. Can I save or copy the broadcast, or will it be able to be viewed later if I miss the live event?
13. What happens if my connection is severed, for example by a broadband provider errors/fault?
14. What Internet connection speed do I need?
15. Do I need to have administrator rights to my PC ?
16. I have an Apple Mac, can I access the service?
17. What System Will I need?
18. Will I be prompted to download Windows Media Player if I don’t have it?
19. I’m using Firefox with Windows Media Player 11 and the aspect ratio and layout of the video is incorrect.
20. Will there be audio options e.g. crowd but no commentary?
21. Can I adjust the playback quality?
22. What will picture and sound quality be like?
1. What is Sky Sports Streaming?
Sky Sports channels are now available as a live stream over broadband internet. Versions of the following Sky Sports channels are available: Sky Sports 1, Sky Sports 2, Sky Sports 3, Sky Sports Xtra and Sky Sports News.
2. Who can get it?
Sky Sports’ streaming services are available to Sky Sports dual pack subscribers with a Sky.Com account. Sky Sports dual pack subscribers with either Multiroom or Broadband Max products can enjoy the service for free. For more information on the either of these products click here. Sky Sports dual pack subscribers without either Multiroom or Broadband Max will need to purchase an additional subscription to enjoy the streaming service. You will be directed to these pages when you try to login using your Sky.Com username and password. To watch the service, all users will need to login using their Sky.Com username and password.
3. How Can I Get It?
The service is available from the Sky Sports website www.skysports.com.
4. What is Sky Bet Live?
Sky Bet Live is a service provided by Sky Bet. It is provided to allow Sky Bet customers to place bets on some of the many sporting events which are available via the Sky Sports online streaming service. It is designed to allow them to do this without having to leave the Sky Sports streaming page. For more information or help on this service please see the Sky Bet section of the FAQs.
1. What is Sky Bet?
Sky Bet is BSkyB’s betting and gaming service. It matters more when there’s money on it and that's a fact. Sport becomes even more exciting. There's more passion, more pleasure and more pain. Football, horse racing, golf, cricket, tennis, rugby, darts... the list goes on and on!
2. How can I use Sky Bet?
Sky Bet is easy to use. If you are an existing customer, you can use your User ID and PIN to place bets using Sky Bet Live next to the Sky Sports Stream. Bet on events as you watch Sky Sports, then check to see if you won. If you are new to Sky Bet, you will be asked to register . Use this link or the link on Sky Bet Live, it’s a simple process and should only take about 5 minutes. Note this link will open in a new window.
3. I have forgotten my Sky Bet User ID/PIN, what do I do?
If you have forgotten your PIN please click here. Note this link will open in a new window. If you have forgotten your User ID please call 08000 725 181 and one of our Customer Care Operators will be happy to help.
4. Transactions and Banking
To comply with regulations set out by the card issuers, Sky Bet operates certain policies and procedures, click here for more details. Note this link will open in a new window.
5. Rules
All bets and transactions placed through Sky Bet Live are subject to Sky Bet’s rules. Please click here for a full set of Sky Bet rules. Note this link will open in a new window.
6. Responsible Gambling
We are committed to Responsible Gambling and have a number of self-help tools to help you manage your gambling. We also work with a number of independent charitable organisations who can offer help or answer any questions you may have. Click here for more info. Note this link will open in a new window.
7. SkyBet Customer Support
Email: help@skybet.com Telephone: 08000 725 181 (Lost User ID or PIN) 08000 724 777 (UK Freephone) 1800 928 949 (ROI) +44 1423 850 640 (Overseas) Post: Sky Bet Customer Care Central House Beckwith Knowle Otley Road Harrogate North Yorkshire HG3 1WA
1. I dont have a username or password
You must have a My Sky username and password to use this service. Click on the any of the ‘Register’ links on the login page and follow the prompts to do this. Or you can click here: Register
2. I’ve forgotten my password
If you have forgotten your My Sky password, you can reset it from the sky.com web site, by clicking here or on the 'I have forgotten my password' link on the 'Sign In' page.
3. I've forgotten my username
If you have forgotten your My Sky username, you can retrieve it from the sky.com web site, by clicking here or on the 'I have forgotten my username' link on the 'Sign In' page.

You can also contact the Customer Operations Team on the telephone number provided in the GENERAL section.
4. I get an error saying that I cannot connect to the server when trying to sign-in
The issue may be with your PC, you should re-boot your PC and attempt to re-connect.If this does not work, it may be that our servers are experiencing a high volume of requests - please wait a short time and try to sign-in again. If the problem persists please contact the Customer helpline number given below.
5. I get a message saying that I have the wrong type of subscription
If you are not a subscriber to both Sky Sports 1 and 2 you will see this message if you attempt to login. If you would like to upgrade your subscription so that you can take advantage of this service, visit sky.com (click here) or call Customer Services on 08702 404040 for more information. If you believe you have the correct subscription and you are seeing this message please call Customer Support on +44 (0) 870 0248 971 for assistance.
6. Will the payment appear on my Sky bill?
No – for those customers who need to pay the fee, the charge will appear on the credit or debit card used to make the payment as ‘WP Online Svcs’. There is no charge necessary for Sky Sports Mix customers with Multiroom.
7. What does the service cost?
The cost of receiving the Service for the Term will be as follows:
1. If you are a Sky TV subscriber and you subscribe to Sky Sports 1 and Sky Sports 2 and Sky Multiroom (and are not benefiting from any other offer), the cost of subscribing to the Service for the Term shall be £0 for the Term.
2. If you are a Sky TV subscriber, but do not subscribe to Sky Sports 1 and Sky Sports 2 and Sky Multiroom (or you do, but you are benefiting from another offer), the cost of subscribing to the Service for the Term shall be £10 for the Term. The term is 30 calendar days. Please note that the Service is not available to non-Sky subscribers.
1. How do I contact customer support?
If you need to talk to us about using the video streaming service please call us on +44 (0) 8442410363 or online. Click here. If you need to talk to us about using the Sky Bet Live service, contact Sky Bet customer services on: from UK 08000 724 777, from ROI 1800 928 949, from Overseas +44 1423 850 640. Alternatively, you can email Help@skybet.com.
1. Privacy policy
Yes, our privacy policy is stated below and forms part of our terms and conditions for this service.

By opting to take up the Service, you agree that any member of the British Sky Broadcasting group and any company which may succeed our businesses, may use and share the information you provide and other information we hold about you for account management, market research and the marketing of Sky’s and third parties’ products and services. This may include contacting you by post, telephone, email or SMS unless you tell us you don’t want to be contacted in any of these ways by calling us on 08702 40 40 40. We may also share such information with credit reference agencies and other companies including for use in credit decisions, for fraud prevention and to pursue debtors.

Information held by the Sky group about you may also be shared with other companies outside the group, including for sales, marketing and market research purposes by such companies, unless you indicate that you wish to be excluded from such uses by contacting us on 08702 40 40 40.
1. Will the stream be exactly the same as the Sky Sports broadcast channel?
Certain programmes will not be available to broadband viewers due to arrangements with our rights partners. On these occasions a graphic will explain that the programme is currently unavailable. At present, the following programming will not be available via this service: WWE programming and HBO boxing events.

The broadband streaming versions of the channels will also have a slight transmission delay in comparison to the version of the channels being broadcast on the Sky satellite platform.
2. What do the different Screen Size options in the Player Options panel do?
The different screen size options allow you to choose between different size players to watch.

“100%” is the regular sized player and will be automatically selected when you first view the player. The “150%” option is an increase of 50% to the vertical and horizontal from the original setting. “Full screen” allows you to watch using the full width of your screen.

The last option that you select will be automatically saved for next time you log in.
3. What do the different Settings options in the Player Options panel do?
The different settings in the player options panel allow you to receive a video feed via a different internet pathway. At periods of heavy internet traffic, trying a different option can sometimes improve your viewing experience.

“Setting 1” will be automatically selected the first time you view the player. Try the various different options to work out which is best for you. The last option that you select will be automatically saved for next time you log in.
4. What do the different Quality options in the Player Options panel do?
The different quality options in the player options panel allow you to watch faster bit-rate streams.

The “Low” setting will stream content at 600 kbps. This option will be automatically selected the first time you view the player. The “Med” setting will stream content at 1.2 mbps and the “High” setting will stream content at 1.8 mbps.

Users will need a broadband service of sufficient speed in order to sustain a connection at the various settings. Try the various options as you watch to work out which setting works best for you. The last option that you select will be automatically saved for next time you log in.
1. I get a virus alert when I try to watch
With some instances of McAfee VirusScan anti-virus software, a false alert for the bo:heap malware/virus is displayed when Windows Media Player starts. This is a known issue and is caused when the 'Buffer Overflow Protection' setting is enabled in your McAfee VirusScan.

To prevent this error from occurring, you can either disable 'Buffer Overflow Protection' or add Windows Media Player to the list of excluded applications within you anti-virus software.
2. Licence delivery error: Player requires individualization
3. Licence delivery error: A problem has occurred in the DRM component
This problem may have a number of contributory factors. Depending on your system, you may need to try one or more of the following steps in order to fully resolve the issue. After completing each step, check to see if the issue has been resolved.
  • Step 1: Re-individualize Windows Media Player following the link to Microsoft Security Upgrade page.
  • Step 2: Update Windows Media Format run-time components:
  • Step 3: Reset DRM system
    • Warning: This may delete all media usage rights and you may not be able to play protected files you have aquired / downloaded earlier. Please refer to Microsoft F.A.Q (below) for further information.
    • Ensure that your File Explorer settings allow viewing hidden files and folders:
      • Open explorer.
      • Select Tools > Folder Options menu.
      • Select View Tab.
      • Check Show hidden files and folders.
      • Uncheck Hide protected operating system files (Recommended).
      • Save these settings.
    • Follow the steps described in "Q. Why do I get an error message that the rights (or licenses) for my files are corrupted or not valid?" section of Microsoft DRM F.A.Q.
      Note: if you are using Windows Media Player 9 or earlier, please follow the steps described for Windows Media Player 10 of the F.A.Q. section above or proceed to the Microsoft Knowledge Base kb810422.
4. Licence delivery error: Parameter is incorrect
This problem may have a number of contributory factors. Depending on your system, you may need to try one or more of the following steps in order to fully resolve the issue. After completing each step, check to see if the issue has been resolved.
  • Step 1: Re-individualize Windows Media Player following the link to Microsoft Security Upgrade page.
  • Step 2: Update Windows Media Format run-time components:
  • Step 3: Reset DRM system
    • Warning: This may delete all media usage rights and you may not be able to play protected files you have aquired / downloaded earlier. Please refer to Microsoft F.A.Q (below) for further information.
    • Ensure that your File Explorer settings allow viewing hidden files and folders:
      • Open explorer.
      • Select Tools > Folder Options menu.
      • Select View Tab.
      • Check Show hidden files and folders.
      • Uncheck Hide protected operating system files (Recommended).
      • Save these settings.
    • Follow the steps described in "Q. Why do I get an error message that the rights (or licenses) for my files are corrupted or not valid?" section of Microsoft DRM F.A.Q.
      Note: if you are using Windows Media Player 9 or earlier, please follow the steps described for Windows Media Player 10 of the F.A.Q. section above or proceed to the Microsoft Knowledge Base kb810422.
5. Licence delivery error: Automation server can't create object
This error should only appear for Internet Explorer browsers. Please choose the solution appropriate to your version of Internet Explorer.
  • Internet Explorer version 7 or later
  • Internet Explorer version 6 on Windows XP Service Pack 2
  • an earlier version of Internet Explorer than those above
6. I get an error saying I am trying to use the service outside the U.K.
You must be in the UK or Republic of Ireland to view Sky Sports streaming.

If you have received this message, it appears from your IP address that you are trying to access our streaming web site from outside the UK and Republic of Ireland. Alternatively, your Internet Service Provider (ISP) may be assigning you an IP address which is associated with another country. Please contact your Internet Service Provider for information about this.
7. Is it available outside U.K. or R.O.I.?
No, you must be in the U.K. or R.O.I. to view Sky Sports streaming
8. When I go to watch an event, Windows Media Player sticks on ready
To determine the cause in your case, right click on the player and select Error Details.... Then click Web Help or More Information to get additional information.
  • If the error refers to a DRM license issue such as "Windows Media Player cannot play, synchronize, or burn a protected file because an error occurred while verifying the license.", this could mean that your DRM component is corrupt. Refer to the "Licence delivery error: A problem has occurred in the DRM component" section in this FAQ for details on how to fix this issue.
  • Otherwise if you are using Internet Explorer 6, apply the following rollup fix from Microsoft Knowledge Base kb922760.
  • Refer to Microsoft's help pages for more information.
9. I get sound but no picture
Please refer to Microsoft's help pages for more information.
10. I get a picture but no sound
Please try the following methods to resolve this issue:
  • At the bottom of Windows Media Player 10 there is a mute symbol, ensure that this has not has been activated
  • Move the volume slider to the right of the mute symbol. Right click the speaker Icon on the right of your taskbar, the taskbar is normally at the bottom of your screen where you find the start button. If you can not see a volume icon you may find that it has been hidden, simply click on the blue arrow and the volume icon will appear
  • If you are using external speaker’s check that the volume for your speakers is turned up and that there is power to your speakers. Check you have sound from another application within your PC, for example you could try playing a CD. If there is no sound when you try this then please revert to your PC Manual.
  • Please refer to Microsoft's help pages for more information.
11. I get a green screen
Please refer to Microsoft's help pages for more information.
12. Can I save or copy the broadcast, or will it be able to be viewed later if I miss the live event?
No, you will not be able to save or copy the Sky Sports stream.
13. What happens if my connection is severed, for example by a broadband provider errors/fault?
You can re-login to view the stream using your login details
14. What Internet connection speed do I need?
You will need a high speed broadband connection with a minimum download rate of 1Mbps in order to view this broadcast.
15. Do I need to have administrator rights to my PC ?
No, you can view the event on any PC with the appropriate system requirements.
16. I have an Apple Mac, can I access the service?
As the Microsoft Digital Rights Management (DRM) licence system is not fully supported on Mac OS, this service is unfortunately not available to Mac users.
17. What System Will I need?
For the best results, we recommend Windows Media Player version 10 or 11 with Internet Explorer 6 or above running on Windows 2000, XP or Vista.. If you do not have a recent version of Windows Media Player and/or Internet Explorer, you can download the latest versions from www.microsoft.com The following browsers are also supported: Internet Explorer 5.0 or above, Opera 8 or above, Firefox. As the Microsoft Digital Rights Management (DRM) licence system is not fully supported on Mac OS, this service is unfortunately not available to Mac users.
18. Will I be prompted to download Windows Media Player if I don’t have it?
Windows Media Player must be downloaded if it is not already installed and you can get version 11 by clicking here to go to www.microsoft.com
19. I’m using Firefox with Windows Media Player 11 and the aspect ratio and layout of the video is incorrect.
This is a known problem with WM11 and Firefox. To correct this download the latest Windows Media Plugin for Firefox click here. http://port25.technet.com/pages/windows-media-player-firefox-plugin-download.aspx
20. Will there be audio options e.g. crowd but no commentary?
No, you will receive a single audio feed which is the same as the Sky Sports channels being broadcast for the Sky Satellite platform
21. Can I adjust the playback quality?
This broadcast is streamed only at a single speed, however you could try choosing between the settings 1, 2, 3 available in the "Playback Options" area to the right of the player and sample the playback quality in each case. These settings may use different internet protocols, packet sizes or network routes to delivery the video to you. Choose the one that appears to offer you the best playback quality (in some cases, depending on your configuration, ISP etc, you may not detect much difference between the various settings). Note that the last setting chosen will be retained for playback on that PC.

22. What will picture and sound quality be like?
The picture quality will be similar to that displayed on your TV, although at a smaller size. Videos are encoded at a bit rate of 600 kbps and resolution of 400x300
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