Contact TellyWise

How to reach us

When reporting a correction, the page URL and what you believe is wrong is all we need. If it is a price, telling us what the provider is currently charging saves us a step.

What we can help with

• Corrections and out-of-date prices. The most useful thing you can send us. UK television pricing changes constantly and we do not always catch it the same week.
• Factual errors in any guide, including menu paths that have changed since we tested them.
• Broken links or pages that will not load.
• Suggestions for guides covering something we have missed.
• Press and media enquiries, including comment on UK streaming and enforcement.
• Accessibility problems with the site itself. We treat these as bugs, not requests.

What makes a message genuinely useful

We read everything, but some messages change a page within the hour and others take a week of back-and-forth to establish what was meant. The difference is almost always specificity.

The second column is not unwelcome — it still tells us something is wrong, and we will ask follow-up questions. But if you already have the specifics to hand, including them saves everyone a few days.

Telling us a guide did not work

This is the feedback we value most highly, because every walkthrough here is tested on real hardware and a failure means either the hardware differs from ours or the manufacturer has changed something. Either way the page has a gap.

1. 1Which guide, and which step. The step number is enough.
2. 2What your hardware actually is — model and rough age. Sky has shipped several remote generations; Fire TV Sticks vary by year.
3. 3What happened instead. "Nothing" is a valid answer, but "the light flashed once rather than twice" is far better.
4. 4Whether anything else worked. If a later step fixed it, that reorders the page for the next person.

We would rather hear that a guide failed than have it quietly keep failing. Nothing here is written from a manufacturer’s PDF, so when reality diverges from the page it is genuinely new information to us.

Accessibility

We treat accessibility problems as bugs rather than as requests, and they go to the front of the queue.

The site is built to meet WCAG 2.1 AA. Every text and background pair is checked against the 4.5:1 contrast requirement, headings follow a proper hierarchy, diagrams carry real text labels rather than being images, every interactive element is reachable by keyboard, and the whole site works with JavaScript unavailable.

• Something unreadable or too low-contrast — tell us the page and roughly where. This is the most common report and the fastest to fix.
• Keyboard navigation trapped or broken — tell us which element and which browser.
• Screen reader announcing something wrongly — tell us which reader and what it said versus what it should say.
• Motion causing discomfort — the site honours prefers-reduced-motion, so if animation still plays with that enabled, that is a bug we want to know about.
• Text not resizing — everything should reflow to 200% zoom without horizontal scrolling.

If a page is inaccessible to you and you need its content urgently, say so and we will send you the text directly while we fix the underlying problem. You should not have to wait on our release cycle to read something.

What we cannot help with

Being clear about this saves everyone time.

On the second and third rows: this is not a technicality. We do not supply playlist sources, credentials or configuration help for unlicensed services, and messages asking for them will not receive a reply.

Reporting a price change

This is the single most useful message we receive, so it is worth explaining what makes one easy to act on.

UK television pricing moves constantly and rarely with an announcement. Providers adjust introductory rates, change what is bundled, alter the step-up point, and quietly move add-ons in and out of packages. We re-check monthly, but a month is long enough for a page to mislead somebody.

You do not need to include all of that — the URL alone is enough to get us looking. But the more of it we have, the faster the page gets fixed, and the less likely we are to replace one wrong figure with another.

Press and media

We are happy to comment on UK streaming, the IPTV enforcement landscape, TV Licence policy and the economics of British pay television. Two things speed that up considerably.

• A deadline in the first line. We will tell you honestly whether we can meet it rather than going quiet.
• The specific question, not just the topic. "What do you make of streaming?" produces a worse answer than "why do unlicensed services fail during football specifically?".

We will decline to comment on individual unlicensed operators, on active enforcement matters, and on anything requiring legal opinion — we are journalists rather than solicitors, and we say so on every page that touches the law.

Using our material

Short quotations with a link back are fine and welcome. Reproducing whole guides is not. Our comparison tables and testing figures may be cited with attribution to TellyWise and a link to the page they came from — they represent real work, and pricing research in particular goes stale fast enough that an unattributed copy will be wrong within months.

Getting help from the provider instead

The largest category of message we cannot help with is account and billing problems, so here is what actually works — because provider support in this market varies enormously and the route you choose matters.

Provider	Best route	Note
Sky, Sky Stream, Sky Glass	Phone, or the Sky app	Retention has discretion the website does not. See cancelling Sky TV.
NOW	Website account settings	Everything is self-service. See cancelling NOW.
EE TV	Phone, alongside the broadband account	Television and broadband are one relationship here.
Virgin Stream	App for packs, phone for broadband	Content packs are self-service; the line is not.
Freely, Freeview, Freesat	The platform’s own support pages	No account exists, so most issues are hardware or aerial.
TV Licensing	Their own site or the number on your letter	Never follow a link from an unexpected email — see free TV Licence scams.

Before you ring anyone

1. 1Find your account number and contract end date. Both are in your online account, and having them changes the conversation entirely — particularly on a retention call.
2. 2Work out what you actually want. "It is too expensive" produces a worse outcome than "I pay £74 and I would stay at £45".
3. 3Check whether the problem is technical first. A great many billing calls turn out to be a device fault, and our troubleshooting hub resolves most of those in minutes.
4. 4Ring mid-morning, midweek. Waits are consistently shortest, and agents are less rushed.

None of this is us passing you along. It is genuinely the fastest route, because no third party can see your account and no amount of goodwill on our side changes what a provider will do.

Suggesting something we should cover

Genuinely welcome, and a decent share of what gets published here started as a reader message. The suggestions we act on fastest share three characteristics.

1. 1People are demonstrably looking for it. If you searched for something and found only vague or contradictory answers, that gap is exactly what we want to hear about. The TV Licence hub exists because of precisely that pattern.
2. 2It is answerable. "Which service is best?" depends on the household. "What actually happens to Sky Glass payments if you cancel?" has a definite answer that nobody had set out clearly.
3. 3It concerns a licensed service or neutral technology. We will not cover unlicensed providers, and requests to do so are the one category we do not reply to.

You do not need to write a brief. A sentence describing what you were trying to find out and where the existing answers fell short is more useful than a formal proposal.

What we probably will not add

• Programme listings and schedules. Better served by the broadcasters themselves, and stale within hours.
• Deal-of-the-day content. Pricing here is reference material rather than a feed, and a page that changes daily cannot be verified properly.
• Reviews of on-demand catalogues. Netflix and Disney+ are not television services in the sense this site uses the term.
• Anything requiring us to test at scale. We are a small team on one broadband line and we would rather be honest about that than pretend to a lab.

Before you write about a technical problem

Most streaming problems fall into four categories, and our guides cover them in more detail than an email reply could.

• Buffering — a bandwidth problem, almost always Wi-Fi. See our troubleshooting hub.
• Sluggish menus — a storage problem. See clearing the cache.
• Dead remote — a lost Bluetooth pairing. See pairing and resetting.
• Random reboots — nearly always a device powered from a television USB port instead of the mains.

If you have worked through the relevant guide and it did not help, do tell us — that usually means the guide has a gap, which is useful information.

Anything you send us is handled as described in our privacy and cookies policy. In short: correspondence is kept for 24 months so we can follow up, and nothing is passed to anyone else.