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Your Sky Broadband questions answered

Sky Broadband is super reliable and easy to use. But if there’s anything more you’d like to know, we’ve put together a set of commonly asked questions to help you.

Or to find out more about superfast Sky Fibre Broadband see the Your Sky Fibre questions answered help article.

  • What’s the difference between Sky Broadband Lite, Sky Broadband 12GB and Sky Broadband Unlimited?

    With all our broadband packages, you get a super reliable connection, but there are some key differences:

    Sky Broadband Lite gives you a 2GB monthly usage allowance, with download speeds of up to 17Mbps and upload speeds of up to 1.3Mbps.

    Sky Broadband 12GB gives you a larger 12GB monthly usage allowance, with download speeds of up to 17Mbps and upload speeds of up to 1.3Mbps.

    Sky Broadband Unlimited gives you unlimited usage, with download speeds of up to 17Mbps and upload speeds of up to 1.3Mbps.

    When upgrading your broadband package, it can take up to 48 hours for the upgrade to be activated.

  • What do you mean by 17Mbps speed?

    With Sky Broadband Lite, Sky Broadband 12GB and Sky Broadband Unlimited, you get download speeds of up to 17 Megabits per second, or Mbps. Roughly speaking, that would let you download a whole album of music in around 23 seconds (based on 10 songs in MP3 format, 5MB per song).

    You’d also be able to download a whole movie in just over 8 minutes (with a file size of 858MB), and your TV shows in less than 3 minutes (assuming the episode is around 300MB).

    Of course this is a guide only as download times vary in line with the file sizes of the music, TV or movie content.

    To find out more about broadband speeds, see our article Broadband speeds explained

  • What does my billing period have to do with my Sky Broadband Lite and Sky Broadband 12GB usage allowance?

    Rather than the calendar month, we base your usage allowance on your billing period. So, your current usage period ends on your payment due date and begins again the day after.

    If you change your payment due date, your usage allowance will vary slightly to take into account the added days between bills. You’ll always get a little bit more, and it’ll go back to the standard amount in the following billing period. 

  • What happens if I go over my usage allowance?

    If you go over your usage allowance, we’ll always email you to let you know.

    If you go over your usage limit twice within a six month period, we’ll automatically upgrade you to Sky Broadband Unlimited. 

  • When is my usage allowance renewed?

    Your usage allowance will be renewed the day after your payment due date.

  • I’m on Sky Broadband Unlimited with Sky. Can I downgrade to Sky Broadband 12GB?

    You can move to Sky Broadband 12GB from an unlimited package. Just to let you know, you may have to pay a fee.

    If you choose to downgrade from Sky Broadband Unlimited to Sky Broadband 12GB your usage balance will be based on the remaining duration of your billing period i.e. you might not receive the full 12GB balance for that billing period. Your next billing period will be evaluated on the full 12GB allowance.

    If you’d like to downgrade from an unlimited package to Sky Broadband 12GB, please contact us

  • Will you slow down my connection when your network gets busy?

    We’ll never slow you down even at peak times.  

  • Can I use Sky Broadband to watch Catch Up TV?

    You can enjoy Catch Up TV with Sky Broadband. Please note, if you have Sky Broadband Lite or Sky Broadband 12GB, anything you download will count toward your usage allowance for that billing period. Remember if you currently have or choose to upgrade to Sky Broadband Unlimited, there is no monthly usage allowance. 

  • Is Sky Go included in my Sky Broadband usage allowance?

    As it’s a streaming service, anything you watch using Sky Go on your home network will count toward your usage allowance. It won’t count if you’re out and about. However, it could count toward any other limits that might be applied to your mobile device, such as your monthly data allowance or WiFi usage wherever you are.

    Similarly, if you download anything on your home network using Sky Go Extra, it’ll also count toward your usage allowance.

  • Do Sky Store movies count toward my Sky Broadband usage allowance?

    If you download movies from Sky Store, they’ll count toward your usage allowance. Remember if you currently have or choose to upgrade to Sky Broadband Unlimited, there is no monthly 

  • Can I connect to The Cloud with Sky WiFi at no extra cost as part of Sky Broadband?

    If you are a Sky Broadband Unlimited customer, yes you can. To get online with Sky WiFi at no extra cost, download the Sky WiFi app and sign in with your Sky iD details.

  • What kind of download speed can you guarantee with Sky Broadband?

    With Sky Broadband, you can get up to 17Mbps. However, your connection at home might be slower. Your speed could be affected by the distance between your local street cabinet and your home, as well as interference on your WiFi signal caused by household appliances, the positioning of your Sky Hub and other factors. 

    To find out how you can get the best speed from your home WiFi setup, see our article Broadband setup checklist or our Fix broadband problems step by step guide. 

  • How do I check the speed of my Sky Broadband connection?

    It’s difficult to check the actual speed of your broadband connection as you experience it on your computer or wireless device. However, you can check the speed at which your Sky Hub connects to the internet. Just go to our broadband speed checker

  • Will my usage allowance be affected if I cancel Sky Broadband?

    If your cancellation takes effect partway through your billing period, your usage allowance will be reduced accordingly. 

  • If I upgrade from Sky Broadband to Sky Fibre, will I need a new router?

    It depends on the router you’re currently using as some Sky Hubs are already fibre-ready. If you do need a new Sky Hub, we’ll supply one free of charge, though you will have to pay a delivery charge. 

    To find out whether you need a new Sky Hub, please contact us

  • How much does Sky Broadband cost to install?

    We’ll install Sky Broadband for you free of charge. However, you may have to pay a connection fee and router delivery charge. 

  • Is there a minimum term contract with Sky Broadband?

    Yes. You’ll need to sign up for a 12 month minimum term subscription. 

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