Sky Speed Guarantee

Our fibre broadband is ideal for busy homes, with super speeds for streaming and sharing, and it’s totally unlimited. We want to make sure you get what you pay for with our Sky Speed Guarantee.

Its available to you if you have Sky Broadband Superfast or Sky Broadband Ultrafast 1. Not got fibre? Check if its available where you live.

How it works

We guarantee that if your speed falls below your Guaranteed Minimum Download Speed (that’s the speed we told you when you got your broadband) for at least three days in a row in a 30-day period, then we’ll give you money back. You need be within your minimum term but can claim up to twice.

To get money back under our Sky Speed Guarantee, you need to check your speed by signing in to My Broadband – You can’t use a third party speed checker.

You can find your Guaranteed Minimum Download Speed (GMDS) in Mbps:

In your order confirmation email or letter under Sky Broadband Package.
Or sign into My Broadband and select Learn more about my speed.

Good to know: Your Speed Guarantee starts 14 days after your Sky Broadband is activated – it’s so we can test your phone line for the best performance first.

What’s Guaranteed Minimum Download Speed, Access Line Speed and Throughput Speed?

The Guaranteed Minimum Download Speed is the minimum speed that you can expect to receive to your Sky hub. It’s the speed that the bottom 10% of lines similar to yours can get.

Access line speed: This is the speed between your local telephone exchange or street cabinet and your Sky hub.

Throughput speed: This is the speed you get when using the internet for things like browsing, streaming videos, uploading images or using apps. There are two types:

The speed to your Sky hub when using the internet. This is the one used in our Sky Speed Guarantee and Ofcom's Voluntary Code of Practice.
The speed you get to a WiFi connected device when using the internet.

Go to Broadband Speeds Explained to find out more about your speed.

Try these tips to Improve the WiFi signal to your devices.

What if my speed’s lower than it should be?

My Broadband will check your speed, and if it’s fallen below your Guaranteed Minimum Download Speed, we’ll ask you to get in touch to claim money back.

We’ll refund you one month’s Broadband & Talk subscription (excluding Sky Broadband Boost) including any call features - you won’t be refunded for any calls charges.
And, if it’s within the first 30 days of your broadband being activated, we’ll also give you your money back for any upfront setup costs.

And if you want to, you can change your broadband package at no extra cost or cancel with no early termination charges at any time within your minimum term.

Good to know: You can only claim money back twice within your minimum term.

Here's the legal bit

Selected Sky fibre areas to only.

Speed Guarantee: If, after the first 14 days after activation, the download speed to your hub drops below your guaranteed minimum download speed, for three consecutive days or more, you can claim money back. You must be within your minimum term and can claim twice within it. Money back will be one month’s Sky Broadband and Talk product subscription (excluding Sky Broadband Boost), or, if within the first 30 days of activation, set up costs too. Total loss of service and Major Service Outages do not count towards three-day periods. Speed check must be done using sky.com/mybroadband, the My Sky app or by speaking to one of our service advisors. See sky.com for more details, usage policies and to check your speeds.

Further terms apply. Correct at 15/01/20

Still need a hand?

We’re extremely busy right now and our call centres are prioritising our most vulnerable customers. Most queries can be answered using our online help on Sky.com, the My Sky app or your set top box.