WiFi Guarantee

Updates to WiFi Guarantee due to the Covid-19 pandemic

We’re working a little differently in these challenging times to keep our staff and customers safe. Which means we've made some temporary changes until we can get back to normal.

Our money-back guarantee as part of our WiFi Guarantee (included in some Sky Broadband Boost packages) still applies but will no longer be able to offer WiFi Guarantee engineer visits at this time. This is because unlike other Broadband engineer visits, WiFi Guarantee visits require the engineer to access multiple rooms in the home.

Go to Changes to Sky Broadband services during Covid-19 for more info.

‘WiFi in every room of your home or your money back’

We’ll guarantee you can get at least 3Mbps WiFi in every room or we’ll give you your money back on your Sky Broadband Boost subscription.

What do I need to get Sky’s WiFi Guarantee?

It’s one of the great benefits of Sky Broadband Boost. You’ll need Sky Broadband Essential, Sky Broadband Superfast or Sky Broadband Ultrafast 1, to add Sky Broadband Boost to your subscription. It's easy to upgrade your package and add Sky Broadband Boost if you don't have it. Or if you took Sky Broadband Boost before 4 September 2019, you’ll need to get in touch to upgrade to Sky Broadband Boost including WiFi Guarantee.

How it works

You’ll get a new Sky Broadband Hub (unless you already have one) when you sign up to Sky Broadband Boost.

Then if you’re not getting 3Mbps WiFi in every room, we can send you a Sky Broadband Booster (if you don’t already have one) or a Sky Tech Team engineer to make sure your home’s set up to get the best signal and coverage possible.

If you still can’t get WiFi in every room, we’ll give you the money back that you’ve paid for your Sky Broadband Boost and give you it free for the rest of your contract – so you can still benefit from the other great features.

Not getting WiFi in every room?

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.

How do I get money back?

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 months after you took it.

When will I be refunded?

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.

Still need a hand?

Like most businesses in the UK we’re still not back up and running as normal. We have less people in our offices due to social distancing so we’re not able to offer our full services and wait times may well be longer as calls are being prioritised for our most vulnerable customers and those who have already been online.