Sky broadband review

Our review of Sky’s broadband deals sets out its connection speeds, typical packages, and pros and cons.

Finder rating
★★★★★
Expert analysis
Customer rating
★★★★★
Satisfaction survey
Flexible plans
Mixed customer service

Sky was known as one of the leading providers of satellite TV when it decided to enter the broadband market in 2006. Today it’s a large “quad-play” provider, offering broadband, landline, mobile and TV packages.

Like some of its rivals, Sky offers a speed guarantee to all its standard broadband and fibre customers.

What packages does Sky offer?

Check the table below to see Sky’s current broadband offers.

Name Product Speeds Default contract length Monthly cost Minimum overall cost Offer
Essential
Essential
11Mbps
Average speed*
18 months
£25
£460
Superfast
Superfast
59Mbps
Average speed*
18 months
£28
£514
Superfast (w/ Wifi Guarantee)
Superfast (w/ Wifi Guarantee)
59Mbps
Average speed*
18 months
£33
£594
Ultrafast
Ultrafast
145Mbps
Average speed*
18 months
£35
£630
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*Average speeds are based on speed available to at least 50% of customers at peak time (8-10pm). Speeds vary according to factors like location, and the speed you receive may differ from the figure in our comparison. Most providers will give a customised estimate based on your address.

What kinds of speeds can Sky offer?

While Sky heavily markets bundles including both TV packages and broadband, it’s possible to get broadband as a standalone package. Sky’s most basic connection is its “Essential” product, which offers average speeds of up to 11Mbps.

For a couple of pounds more a month you can get its “Superfast” package, which offers average speeds of 59Mbps. Or, if you’re looking for a faster connection you can grab its “Ultrafast” offering, which comes with average download speeds of 145Mbps. You may be offered a higher estimated speed based on your address.

Essential, Superfast and Ultrafast customers are also offered a speed guarantee as standard. This means that if your speed falls under the minimum level for 3 days in a row, you can claim money back by contacting Sky.

But if you’re needing an even faster connection, then you can grab “Ultrafast Plus”, Sky’s fastest full fibre connection yet. The deal offers average speeds of 500Mbps and comes with its own speed guarantee. If, after your first 14 days on the package your download speed is lower than 400Mbps for three days in a row, then you can claim back a month’s worth of fees.

Do I need a landline to get Sky broadband?

Typically you won’t need to get a new phone line installed, but you’ll need to have an existing BT socket. Sky’s Superfast and Ultrafast packages deliver your connection through fibre optic cables which are connected to a cabinet. The connection is then fed to your home through a copper cable. You’ll also need a landline if you want to include calls in your package, but this probably won’t involve needing a new line, as most UK homes already have a BT phone line.

How can Sky customers manage their account?

Smartphone app
Live chat support
Telephone support
Email support

    Can I claim compensation from Sky if things go wrong?

    Sky is a member of Ofcom’s Automatic Compensation Scheme. This means that if certain things go wrong with the service you receive from the company, you’ll be entitled to a certain amount of money.

    Problem You're eligible to claim if... Amount of compensation
    Delayed repair following loss of service The service has stopped working and it's not fully fixed after 2 full working days £8.06 for each calendar day that the service isn't repaired
    Missed engineer appointments An engineer fails to arrive for a scheduled appointment, or it's cancelled with less than 24 hours’ notice £25.18 per missed appointment
    Delays with the start of a new service The provider promises to start a new service on a particular date, but fails to do so £5.04 for each calendar day of delay, including the missed start date

    Sky customer reviews

    Sky broadband customers give the company a decent rating when it comes to customer service, according to industry watchdog Ofcom. The regulator found in its most recent annual customer satisfaction survey that 80% of Sky customers were satisfied with the provider’s service, which was the average score for the industry last year.

    When customers did have complaints about Sky’s service, 59% told Ofcom that they were satisfied with the way their problem was handled, the highest score among large broadband providers last year.

    But customer reviews elsewhere are mixed. Just over 80% of 7,300 reviews on the website Trustpilot gave Sky a “bad”rating, but these reviews cover the experiences of Sky customers across TV, broadband and mobile. Just over 10% of reviewers on the same site said their experience with the firm was positive (last updated: June 2021).

    Sky pros and cons

    • Flexible plans. Sky has a range of plans for customers looking to combine broadband with TV and mobile.
    • Great add-ons. The additional services offered by Sky on its broadband packages are very useful, including being able to control the content that your children view.
    • Mixed customer service. Sky’s customer service quality is pretty average for the industry.
    • Upfront costs. Depending on the package you pick you may have to pay a range of upfront set-up fees.

    Our verdict: Is Sky broadband any good?

    Sky has designed its broadband packages to fit as a bundle with its other services. If you want to grab a broadband plan as part of a wider bundle it can represent good value.

    Sky’s fastest “Ultrafast” package is only available to about 20% of UK households, so if you are in need of high speeds, check whether its fastest fibre packages are available where you live. Similarly, the “Ultrafast Plus” package only began being rolled out in July 2021, so it may take a while to get to you, even if you live in an area that’s eligible for ultrafast broadband connection.

    Price-wise, Sky is broadly competitive, so if it is available in your area it’s certainly worth looking into.

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