Sky Broadband UK May Weaken Speed and WiFi Guarantees

Credible sources have informed ISPreview.co.uk that ISP Sky Broadband’s annual UK price hikes (here) may also be followed by some changes that could degrade both the “Speed Guarantee” they attach to packages, and the WiFi guarantee that comes attached to their optional ‘Broadband Boost‘ add-on.

At present, customers who take one of Sky Broadband’s packages typically do so alongside a Speed Guarantee, which varies between plans. In simple terms, this means that if, after the first 14 days post-activation, your download speed at the router drops below a certain (minimum) level for 3 consecutive days or more, you can claim money back by calling Sky.

Customers who claim must be within their minimum contract term and can claim twice within it. Money back will be 1 month’s Sky Broadband and Talk product subscription (excluding Sky Broadband Boost), or, if within the first 30 days of activation, set up costs too.

In addition, some customers also opted to pay a bit extra to include the Broadband Boost add-on, which among other things included a WiFi guarantee (NOT to be confused with Sky’s now default “Wall to Wall WiFi Guarantee“). This promises to ensure a minimum wireless speed of at least 3Mbps to every room in your home.

However, if a customer still can’t get the desired WiFi performance, Sky says: “We’ll give you money back that you’ve paid for your Sky Broadband Boost and give you it free for the rest of your contract – so you can still benefit from the other great features.”

What’s Changing with Sky’s Guarantees?

According to our sources, Sky plan to adjust their broadband packages in a number of ways from 1st April 2023. Firstly, we’ve been informed that they could reduce the number of times customers can claim under their Speed Guarantee (within the minimum term) from twice to once.

Secondly, the WiFi guarantee under Broadband Boost will be softened, which in practice means that those who aren’t getting the target performance (i.e. at least 3Mbps to every room) will only have the right to exit the contract for boost free from early termination charges (i.e. instead of having a full refund for all subscription paid so far in the contract and the remainder free).

We did ask Sky for a comment on this, but they declined, which is perhaps to be expected because the ISP – like most of the major providers – have a policy of ensuring that their customers are informed of package changes first, before the media (usually 30 days before any implementation).

Finally, we understand that the Sky Broadband Buddy app (this gives extra control over your home network and parental filters etc.) is also set to be ended at some point, although we’re not sure precisely when this will occur.