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Broadband speed

Fluctuating speeds in your first ten days

In your first ten days as a Sky Broadband customer, we test your phone line so that we can provide you with the best performance.

This means that during this time you might notice some variations in speed and your connection may be intermittent – this is completely normal. Please keep your router turned on at all times. This helps us get the most information about your line's performance, so we can select the best settings for your connection.

You can check your broadband speed by signing into My Broadband with your Sky iD.

  • Will turning off my router during testing create problems?

    Things you can do to improve your home set-up include moving the router from a phone extension socket to the main/master phone socket, or unplugging a telephone or fax machine that is causing ‘noise’ or interference on the phone line which is making your connection unstable and slower.

    If you make improvements to your home set-up and your line becomes able to support faster connection speeds, our network monitoring systems will automatically start re-testing your line and try to increase the speeds. It normally takes three or four days of your line showing improved performance before the re-testing will begin, and up to ten days of testing to select the new settings for your line. You can check the testing progress under Service Details in the My Broadband section of My Sky.

  • What if I've made improvements to my home setup to speed up my broadband speed?

    Our network systems will automatically start re-testing your line in two situations:

    1. You make improvements to your home set-up and your line becomes able to support faster connection speeds. Re-testing will begin three to four days after your line’s performance improves, and will attempt to set your connection to faster speeds.
    2. Your home set-up or environment changes and your connection becomes unstable at its current speeds. In extreme cases where your connection has become unusable, re-testing will begin the same day, and will test slower settings on your line to provide a reliable internet connection. If your line improves later on, it will be re-tested to improve speeds again.

    Sky subscribes to Ofcom's Voluntary Code of Practice on broadband speeds.

Sky subscribes to Ofcom's Voluntary Code of Practice on broadband speeds.