topic Cancelation in Broadband

Cancelation

hello24 — Tue, 15 Sep 2026 19:10:08 GMT

Hi guys recently myinternet speed has been low and Sky have acknowledged it and said it is pending but how long till they confirm it today would be exactly 9 days since i sent that email.

Re: Cancelation

Chrisee — Wed, 16 Sep 2026 08:19:45 GMT

@hello24 unless you were replying to an email from Sky your email will not have been seen by customer services. Where a line is under performing Sky talk to the network provider who are in most cases Openreach. They look at the cause and either repair the line or as happens in many cases with partial fibre lines release Sky from their contract as the line cannot suport the minimum guaranteed speed without significant investment.

This triggers an email from Sky to end customer releasing them from their contract. However this is not always good news as unless the customer has access to a different service not using the same line they are effectively stuck as any isp using thecsame line will hitbthecsame issue.

Re: Cancelation

ProbsSteph — Wed, 16 Sep 2026 09:57:48 GMT

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141