Are you a Sky Q customer?

Yes, I'm a Sky Q customer No, I'm a Sky+ customer

For a more personalised experience, please sign in.

Thanks

We can now provide you with more relevant help.

Your Sky Fibre questions answered

Sky Fibre is superfast and super 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.

Thinking about upgrading your broadband package?
Explore the latest offers and upgrades tailored to you at My Sky Offers.

  • What’s the difference between Sky Fibre, Sky Fibre Unlimited, Sky Fibre Max and Sky Fibre Pro?

    With all our fibre broadband packages, you get a superfast, super reliable connection. 

    • With Sky Fibre, you get a 25GB usage allowance, with download speeds of up to 38Mbps and upload speeds of up to 9.5Mbps. 
    • With Sky Fibre Unlimited, you  get the same download and upload speeds as Sky Fibre, but there's no usage cap so you can upload, download and view as much as you want. 
    • Sky Fibre Max and Sky Fibre Pro also gives you unlimited usage, with download speeds of up to 76Mbps and upload speeds of up to 19Mbps.  With Sky Fibre Pro you also get support from a dedicated call centre, a static IP address and the ability to customise your connection.

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

  • What do you mean by Mbps speed?

    • With Sky Fibre and Sky Fibre Unlimited, you get download speeds of up to 38 Megabits per second (Mbps). Roughly speaking, that would let you download a whole album of music in around 11 seconds (based on 10 songs in MP3 format, 5MB per song). 
    • With Sky Fibre Max and Sky Fibre Pro, you get download speeds of up to 76Mbps.  Roughly speaking, this would let you download a whole album of music in around 5 seconds (based on 10 songs in MP3 format, 5MB per song).

    Your movie and on demand TV downloads become available to watch a lot faster too, typically in less than a minute. 

    • With Sky Fibre and Sky Fibre Unlimited you’d also be able to download a whole movie in 3-5 minutes (with a file size of 858MB), and your TV shows in less than 2 minutes (assuming the episode is around 406MB).
    • With Sky Fibre Max and Sky Fibre Pro you'd be able to download a whole movie in less than 2 minutes (with a file size of 858MB), and your TV shows in less than 1 minute (where the episode is around 406MB). 

    Please note: 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 Fibre 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 Fibre Unlimited. 

  • When is my usage allowance renewed?

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

  • I’m on an unlimited fibre package with Sky. Can I downgrade to Sky Fibre?

    You can move to Sky Fibre from an unlimited package. Just to let you know, you may have to pay a fee. If you’d like to downgrade from an unlimited fibre package to Sky Fibre, please contact us

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

    We won’t slow down your Sky Fibre connection, even during busy periods. 

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

    You can enjoy Catch Up TV with Sky Fibre. Bear in mind, though, that anything you download will count toward your usage allowance for that billing period. 

    If you currently have or choose to upgrade to Sky Fibre Unlimited or Sky Fibre Max, there's no monthly usage allowance.

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

    If you download movies from Sky Store, they’ll count toward your usage allowance. 

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

    With Sky Fibre and Sky Fibre Unlimited, you can get up to 38Mbps and with Sky Fibre Max and Sky Fibre Pro, you can get up to 76Mbps.

    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 Fibre 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 Fibre?

    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

  • Can I get Sky Fibre where I live?

    Sky Fibre is only available in selected areas. To find out whether it’s available where you live, go to Sky Shop

  • How much does Sky Fibre cost to install?

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

  • Is there a minimum term contract with Sky Fibre?

    Yes. You’ll need to sign up for a 18 month minimum term subscription. 

Thinking about upgrading your Sky package?
Explore the latest offers and upgrades tailored to you at
My Sky Offers