How Sky's broadband usage policy affects you
Your usage and account
Unless you use Sky Broadband Unlimited, Sky Fibre Unlimited, Sky Fibre Max or Sky Fibre Pro you'll be subject to our usage policy, which sets a limit for the amount of data you can consume per month. If you use more, we will send you an email letting you know. If you go over your allowance twice within a six month period, we'll move you to the next package up which will give you a higher usage allowance.
We'll send the emails to the email you gave us or to your @sky.com address. You can change the email address we use to contact you in the My Details page.
You can check your broadband usage online through your Manage account or in the My Sky app:
- Open the My Sky app and, if you haven’t already, sign in using your Sky iD details. If you’re new to the app, visit our My Sky app page to find out more.
- Select Manage account > Broadband & Talk > Broadband usage.
- Have you been advised that you've gone over your allowance?
If you've been advised that you've gone over an allowance that is different to the allowance advertised for your package, this may be due to a recent change in your Sky Broadband package or the day that you pay your subscription. These changes would result in your usage allowance being pro-rated to the appropriate amount.
- Why is Sky Go part of my usage allocation?
Sky Go is the home of Sky TV - but online. It's available to both Sky and non-Sky customers and works across all ISPs (Internet Service Providers).
If you are a regular Sky Go user, you would be much better off on Sky Broadband Unlimited. Our truly unlimited broadband service means you won't need to worry about your usage allowance, and as a Sky TV customer you can watch live TV on Sky Go at no additional charge (if you are not a Sky TV customer, you can subscribe to Sky Go on a monthly basis by purchasing a Monthly Ticket). The live channels available for you to watch for free on Sky Go correspond to the channels that are part of your Sky TV subscription.
- How long after an automatic upgrade can I return to my original product?
You can downgrade after one month on your new product. If you go over your monthly usage allowance, you will be upgraded to a product with a higher usage allowance which is better suited to your internet needs. We feel that in using that new service for a whole month, you will have enough time to assess whether the service is indeed right for you.
- If I am upgraded and then downgraded, do I get another six months before the next notification?
The six month usage tracking period is not reset when you are upgraded, so if you subsequently go over your allowance again within six months of being auto upgraded your package will be upgraded again.
- What happens to my allowance if I downgrade from unlimited broadband?
If you downgrade from unlimited broadband to a product with a monthly usage allowance, depending on the date you downgrade, you may be given a part allowance for the remainder of your billing period.
- I don't think my usage has increased, why am I going over?
As you become more experienced with the internet and make more use of it, over time it's natural for the amount of data you use to slowly increase.
We give customers the tools to monitor and manage their usage, which we believe gives them the ability to see how much they’re using and to gauge whether their broadband package is right for them.
- Why is Sky managing usage allowances?
Our broadband products have clearly defined usage allowances and, as stated within the Sky Broadband Terms and Conditions, we can implement our usage policy at our discretion.
We have put in place usage tools to help you monitor and manage your internet usage and we have formalised the process of upgrading customers to more appropriate packages should they regularly go over their allowance.
So that you are kept informed we will contact you by email should you reach your allowance. If you haven't had an email from us about your usage, then there's no need to keep checking online. The majority of our customers are already on the right package, and our usage policy will mean that others will have the opportunity to experience a Sky Broadband package better suited to their needs.
Remember, if you are on the Sky network, we never slow down your internet connection or stop you from using the internet no matter how much you use.
- What things could affect my broadband usage?
Anything that connects to your Sky Broadband router that can access the internet could generate broadband traffic that would count towards your monthly usage allowance. Remember, downloading songs and films, and using video-sharing sites, like YouTube, will mean your monthly usage allowance is used up more quickly. Usage is any data that is uploaded or downloaded via your broadband internet connection. The following are examples of online activities which count towards your usage allowance:
- Web surfing
- Emails sent and received
- Watching TV or listening to radio online
- Using Sky On Demand
- Voice communications over IP networks (VoiP). This includes audio calls made online using software such as Skype.
- Uploading photos to Facebook
- Downloading movies
- Online gaming
- Web surfing
- Network Management Policy
We have made a commitment to a voluntary code of practice which aims to make traffic management easier to understand and compare between providers.
Please read our Sky Broadband Traffic Management Policy for more information.