Changes to Sky Broadband services during Covid-19
We're working hard to keep you connected to what matters most, but the continuing Covid-19 pandemic means we’re having to change the way we work. Our priority for our front line staff is to keep them safe; this means we will be operating with fewer resources than usual.
While our focus remains on keeping our customers connected, it means we’ll be making the following temporary changes until we're able to get back to normal:
- Our engineers will prioritise fixing our most vulnerable customers’ issues and they won't visit any customers’ homes for non-critical Broadband issues.
- We've suspended daily checks on your broadband line and can no longer guarantee availability of engineers to visit you during evenings and weekends (both provided as part of the Sky Broadband Boost package).
- We'll maintain our money-back guarantee as part of our WiFi Guarantee (included in some Sky Broadband Boost packages) but will no longer be able to offer engineer visits at this time.
- Because we‘ve changed the way we respond to non-critical issues, we suspended automatic compensation payments on 24 March. But from 8 May, we reinstated payments for missed appointments and delayed activation (where no engineer is needed). Payments are still suspended for delayed repairs (when we can't fix your service within two days) or delayed installations (when an engineer is needed).
- We’re also suspending our participation in Ofcom’s Voluntary Code of Practice for better broadband speeds.
For more tips on getting the most out of your broadband and WiFi, go to Broadband tips when spending more time at home.
We hope you understand that we’re having to focus our limited resources on our most vulnerable customers, and we’ll do everything we can to get back to normal as soon as we can. Thank you for your continued patience as we all learn to adapt.