Our Sky Broadband Guarantees

We’ll send you a new hub if you don’t already have a Sky Broadband Hub. That’s this one:

Your WiFi Guarantee includes:

• All main rooms in your home like living rooms, bedrooms, kitchens.
• A garage that is accessed without having to go outside.
• A converted loft room – it needs to have a fixed staircase, fully boarded and furnished.
• Conservatory.

What it doesn’t include:

• Any exterior buildings like garages, sheds, annexes, etc.
• An unconverted loft – one that is not furnished.

Go to My Broadband to test your connection.

Your WiFi Guarantee starts 10 days after your Sky Broadband and Sky Broadband Boost are activated - this is so we can test your phone line for the best performance first.

You’ll get money back if you can’t get 3Mbps WiFi in every room of your home after troubleshooting it on the phone with one of our agents, or in your home with an engineer.

Money back won’t apply if:

• You’re using WiFi extenders, boosters or routers other than those provided by us.
• You’ve claimed money back before at the same address.
• You’ve claimed money back then moved to a new address, but you didn’t start a new Sky Broadband Boost contract when you moved.
• Your Sky Broadband Boost is out of contract – that’s 18-month after you took it.

We’ll refund the cost of your Sky Broadband Boost subscription to your usual payment method within five days. We will then apply an offer to your account, so you won’t pay anything for Sky Broadband Boost for the rest of your contract.

You can cancel Sky Broadband Boost, if you’d prefer, but you’ll lose all its other features. And don’t forget its free until your current contract ends.

WiFi Guarantee: Requires Sky Broadband Essential/Superfast/Ultrafast & Boost. Sky Broadband/Fibre areas only. Min. 3Mb/s or money back. Claim anytime during 18m min term up to date of claim. One claim per address. Claim only valid if using Sky hub and booster(s). See sky.com/Guarantee.

Half the price of BT Complete WiFi: Comparison based on current standard monthly subscription price for BT Complete WiFi (£10) vs Sky Broadband WiFi Guarantee (£5). BT Complete WiFi available with Superfast Fibre/Ultrafast. WiFi Guarantee available with Sky Broadband Essential (£20) / Superfast (£27) and Line Rental. BT Complete Wi-Fi includes Smart Hub and Wi-Fi disc. BT offers may apply. See bt.com for details. Sky Broadband WiFi Guarantee includes Hub 4 and Booster 4 (if required).

UK’s lowest price Superfast Broadband with a WiFi Guarantee: Comparison against standard monthly subscription price for existing BT Superfast Fibre 2 customers using BT's standard out of contract price from 2nd September 2019 (£47.99pm), including line rental and BT Complete Wi-Fi (£10), switching to Sky Broadband Superfast, Line Rental and WiFi Guarantee at £32. BT Superfast Fibre 2 includes average download speeds of 67Mb, Unlimited monthly usage, Smart Hub, BT Virus Protect on 15 devices and Parental controls & Stay Fast Guarantee. BT Complete Wi-Fi includes Smart Hub and Wi-Fi disc. BT offers may apply. See bt.com for details. Saving excludes call charges and annual line rental saver plans.

We guarantee the speed to your hub (in Mbps) will not fall below your Guaranteed Minimum Download Speed within the first 30 days. If it does, you can claim back any upfront setup costs and one month's subscription charges for your Sky Broadband and Talk products.

Your Guaranteed Minimum Download Speed is personalised and specific to your line. You can find it in your order confirmation email or letter under Sky Broadband Package.

You can check the speed to your hub at My Broadband.

If, after you run the check, it finds your speed has fallen below the Guaranteed Minimum Download Speed provided in your order confirmation letter or email, we'll ask you to get in touch with us.

To be eligible for your money back under our Sky Fibre Speed Guarantee, the Line Speed to your hub must be checked by you at My Broadband. Sky will not accept line speeds provided by third-party speed checkers.

How do we assess your speed?

To check if your broadband speed has failed against the Sky Speed Guarantee we’ll:

• Confirm the Access Line Speed recently reported by your Sky hub.
• Calculate your Throughput Speed by reducing your Access Line Speed by an amount that factors in average network congestion.
• Compare this Throughput Speed result against your Guaranteed Minimum Download Speed.

Good to know: We test your phone line in your first ten days after your fibre services have been activated so that we can provide you with the best performance It’s completely normal to notice variations in your speed while we do this. So, we can get the most information about your line’s performance and select the best settings for your connection, keep your hub switched on.

Go to Fluctuating speeds in your first ten days for more information.

If you contact us within the first 30 days of your Sky Broadband Superfast being activated and the Line Speed to your hub is below your Guaranteed Minimum Download Speed, we’ll give your money back for any upfront setup costs and one month's subscription charges for your Broadband and Talk products.

We’ll also give you the option to move to the next best Fibre product at no extra cost or cancel with no early termination charges.

If you contact us after 30 days, you can move to our next best Fibre product free of charge or cancel Sky Broadband with no early termination charges, but you'll not benefit from our money back guarantee.

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 Fibre Speed Guarantee and by Ofcom.
• 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.

Sky Broadband Superfast: Selected Fibre areas only. £19.95 set-up fees. Speeds vary by location. Average download speed 59Mb.

Speed Guarantee for Sky Broadband Superfast customers: Based on throughput speed. If the download speed to your Sky hub drops below your Guaranteed Minimum Download Speed within the first 30 days of your service, we'll give you your money back. Actual speeds may be lower. Speed check must be done using sky.com/mybroadband. Data from third party speed checkers will not be accepted. See sky.com/guarantee for more information.

Sky Fibre: External factors such as internet congestion and home wiring can affect speed. WiFi speeds vary by device and home set-up. See sky.com for more details, usage policies and to check your speeds. Subject to status. Upfront payment may be required. Separate contracts apply to Sky Broadband Superfast and Sky Talk. Non-standard set-up may cost extra. Prices may vary if you live in a flat. You must get any consents required (e.g. landlord's). UK, Channel Islands and Isle of Man residential customers only.

Further terms apply. Correct at 30/07/2019.