topic Re: Unmet Broadband Speed Guarantee in Broadband

Unmet Broadband Speed Guarantee

sk3891 — Thu, 06 Mar 2025 12:59:18 GMT

Dear Community,

Since I started my broadband service with Sky in November 2024, I have never received the promised minimum download speed of 49 Mbps. As shown in the attached screenshots, my speed has consistently remained below 40 Mbps. Despite informing Sky twice and having engineers visit twice, the issue remains unresolved. I believe it is unfair to pay the full price for a service that does not meet the agreed-upon standards.

Now that Openreach has extended full fiber to my area, I have placed an online order through Sky app to upgrade/change my connection in the hope of receiving a more reliable service.

What would be a fair price adjustment, and how much should I expect as a refund from Sky? Additionally, how can I claim it?

Thank you. SK

Re: Unmet Broadband Speed Guarantee

Chrisee — Thu, 06 Mar 2025 13:08:45 GMT

@sk3891 this linknexplains how Sky's speed guarantee works https://www.sky.com/help/articles/sky-broadband-speed-guarantee in summary if speeds drop below the guaranteed speed for you line for 3cdays in a row Skybwill refund one month's payment. In my experiencecit is rare if not unknown for Sky to offer more than thst standard refund

With partial fibre lines the speed delivered depends on the length and condition of the copper line to the cabinet. It is largely out of Sky's control as Openreach are the network's owner but given to planned decommissioning of the copper network they arecreluctant to do more than the minimum.

Full fibre is different firstly there is no issue about line length and secondly it is a far newer and more reliable means of connection.