Sky and Ofcom's Voluntary Code of Practice
But don't worry, if your speed falls below your Minimum Guaranteed Download Speed, and you report it to us and we can’t fix it within 30 days, you still have the right to leave your contract without any Early Termination Charges. You can check your speed online at My Broadband.
Go to Changes to Sky Broadband services during Covid-19 for more info.
We want to give our customers the best service every time we talk about our products, which is why we have signed up to Ofcom's Better Broadband Speeds, Voluntary Code of Practice . We’ve committed to sharing all the relevant speed info upfront, making it easier to make an informed decision on whether to buy.
When you got your Sky Broadband
We’ll have run an availability check on the line to your home and estimated the speed you’ll get to your Sky hub when using the internet for things like browsing, streaming videos, uploading images or using apps. It factors in when lines are busiest and other things on the network that could slow you down.
We’ll have told you:
- Your Guaranteed Minimum Download Speed: The absolute minimum speed that you can expect to get to your Sky hub. It’s the speed that someone in the bottom 10% of lines with similar length and characteristics to yours can get.
- Your Normally available download speed: The download speed to your hub you’ll normally get between 8 – 10 pm every day (when lines are busiest).
- Your Normally available upload speed: The upload speed you’ll normally get between 8 – 10 pm every day (when lines are busiest).
You have the right to exit your contract without penalty if your speed falls below the Guaranteed Minimum Download Speed we promised, and we can’t fix the problem within 30 days.
Read Ofcom's Better Broadband Speeds, Voluntary Code of Practice for more info.
Not getting the speed you expected
Sign into My Broadband so we can run some tests on your connection.
We’ll check your speed and tell you what to do if your speed has fallen below your Guaranteed Minimum Download Speed. We might ask you to do some troubleshooting steps, get in touch or book an engineer to fix the problem - you’ll need to do these first before you’re covered under Ofcom's Better Broadband Speeds, Voluntary Code of Practice.
Then, if we can’t fix the problem within 30 days and your download speed falls below your Guaranteed Minimum Download Speed for three days in a row, you can choose to exit your contract without paying any Early Termination Charges.
Good to know: Your right to exit includes Sky TV products if they were bought together with Sky Broadband.