Your Sky Ultra Fibre Optic questions answered

Sky Ultra Fibre Optic will bring fibre broadband directly to your home, giving you ultrafast speeds.

Availability

Can I get Sky Ultra Fibre Optic (Sky UFO)?

If you live in postcodes YO30, YO31, YO32, there’s a good chance you could get Sky UFO. Call us on 03303 323 070 to check with our advisors and get started.

If you’d like to take Sky UFO, you need to be a Sky TV customer. To join Sky TV, call us on 03303 323 070 to discuss the great offers available to you.

If our engineers have been in your area recently, it may take a couple of months for the service to become active. You can register your interest online and we’ll let you know when your area becomes available. Alternatively, find other great Sky Broadband products currently available to you.

Can I get Sky UFO if I live in an apartment building?

If you live in a small apartment building, we may be able to connect you straight away, but we’re still working on larger blocks of flats. To check if the service is available to you, call us on 03303 323 070 or you can register your interest online.

Sky UFO router

Do I need a new router?

Yes. For Sky UFO we’ll provide you with a Sagem router that's able to deliver you ultrafast speeds. Your Sky UFO router is free when you buy any UFO package from Sky. 

Find more information in the Sagem installation guide >

We'll also provide a Sky UFO Gateway (ONT - Optical Network Terminator). The ONT connects to the fibre cable and translates the signals, and also contains a battery backup. Your phone service would usually be powered by your local phone exchange, but Sky UFO Talk also needs power in your home, which is why the ONT needs to be plugged into the mains. The battery backup means you can use still make emergency calls in the event of a power cut.

How can I connect devices to the router?

You can connect devices to your new router using an Ethernet cable or Wi-Fi. You can do this in the same way as your old router - just follow our Connect your devices to your network guide.

If you have any network-enabled devices, such as printers or storage devices, you can connect them to your home network using the USB port and access them from any devices connected to your Sky UFO router.

Installation

Do I need to be at home for the installation?

Yes, you'll need to make sure that someone can let the engineer in so they can set up your equipment. They’ll talk you through the installation and answer any questions you may have.

What happens on the day of my installation?

The engineer will complete a short survey when they first arrive, and they’ll explain how the fibre will be connected to your home from the nearest local exchange.

We may have to dig some of your garden or driveway to lay the fibre cables from the street into your home, but don’t worry, everything will be put back again.

The engineer will then discuss with you how best to connect the fibre cables to your phone sockets.

The installation will take about two hours, though this may vary depending on the layout of your house. The engineer will bring all of the equipment they need, including your new router, so you'll be ready to enjoy it as soon as it's set up.

How can I change my engineer booking?

Please call us on 03303 323 070 to change your appointment.

Sky UFO Line Rental and Sky Talk

Do I get Sky Talk with Sky Ultra Fibre Optic?

Our broadband packages come with Sky Line Rental. Compare our Sky Talk packages to find out more.

You can use any UK telephone with Sky UFO Line Rental. The phone must be connected to your phone socket if it's been connected to your Sky UFO service, or directly to the Sky UFO Gateway (ONT) using an adapter, if not.

What call features are available?

The available call features are:

  •  Number withhold
  •  Last caller
  • Return call
  • Last caller deletion
  • Return call
  • Standard voicemail
  • Caller display
  • Reminder call
  • Three-way calling
Can I keep my telephone number?

In most cases you should be able to keep your current phone number or bring your number over from another provider to Sky UFO.

What's the Acceptable Use Policy?

Sky UFO broadband

What speeds will I get from Sky UFO?
  • Sky Ultra Fibre Optic guarantees 50Mbps download speed and 15Mbps upload speed.

  • Sky Ultra Fibre Optic Plus guarantees 100Mbps download speed and 30Mbps upload speed.

  • Sky Ultra Fibre Optic Pro gives you up to 940Mbps download speed and 100Mbps upload speed.

These speeds are the access line speed, which is the maximum speed between your local phone exchange and your router, so it’s the connection you receive into your home. 

To find out your access line speed, visit My Broadband and sign in with your Sky iD.

This is different to the throughput speed, which is the actual speed you experience on a device that’s connected to your broadband, so it’s the connection from your router to your device.

To find out your throughput speed, use Ookla, specially designed to support ultrafast speeds. The speed test we’ve developed uses Flash, so unfortunately it doesn’t yet work on some mobile phones and tablets, but we’re working with Ookla to improve that.

Is the speed guaranteed for each device I use?

The guaranteed speed is for each home, which means you’ll share it between all the devices being used in your home.

Are there any download limits on Sky UFO?

All our Sky UFO packages are completely unlimited.

Can I use Sky Broadband Shield with Sky UFO?

You can’t currently use Sky Broadband Shield with UFO. As soon as Sky Broadband Shield becomes available we'll let you know.

Sky TV

Can I use Sky TV on demand with Sky UFO?

Yes, you can use Sky TV on demand with UFO in the same way as with any other Sky Broadband package.

How do I connect my Sky box to my broadband network?

Connect your Sky box to your Sky UFO router in the same way that you’d connect it to any other router, with an Ethernet cable, Wi-Fi or a wireless connector, depending on the type of Sky box you have. For help connecting your Sky box to your broadband network, follow our online guide.

Account and billing

Where can I find my Sky Broadband and Talk on my bill?

Your bill will display as follows; Broadband Subscription Debit Adjustment, calls package as Sky Talk and your Line Rental as Debit Adjustment. Promotional offers will be included in the debit adjustment of your UFO package. You’ll only pay for your service from the date it becomes active.

If you have any questions about your bill, please call us on 03303 323 070.

What happens if I move house?

If you move house, please call us on 03303 323 070 and we’ll be able to tell you what Sky products you can get in your new home. If you move out of a Sky UFO area, we’ll still be able to provide a Sky Broadband and Talk service.

Can I upgrade and will I need to sign up for another 12 month contract

You can upgrade to Sky UFO from another Sky Broadband product but you’ll need to sign up for another 12-month contract.

You can, however, upgrade from one Sky UFO package to another without taking another contract.

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