Sky guide
The Sky troubleshooter, explained
16 days with an incident in the last 30 days. If it's happening right now, check our Sky status page first. If Sky is down for lots of people, no fix at your end will help, and the page shows when people stop reporting problems.
Sky sells 8 speeds today, from 67 Mbps to 5 Gbps. Of those, 7 are full fibre, with fibre all the way into your home and one is on copper for the last stretch, up to 67 Mbps.
Sky sells over Openreach and CityFibre, depending on the address. Who sends an engineer depends on which network reaches your home, and Sky books them either way.
Full fibre lines end at a small box on the wall where the fibre comes in, separate from the router. Check it has power and look at its lights.
If a light on that box is red or off while it has power, say so when you report the fault: it points at the fibre rather than your router.
If the box looks normal, switch the router off at the wall for 30 seconds, then try a device plugged in with a cable.
Sky handles faults through its service checker once you sign in. Sky's general help line is 0333 759 1018.
Sky has signed Ofcom's broadband speed code. That means Sky gave you a minimum guaranteed speed when you joined. If your wired speed stays below it and Sky can't fix it within 30 days, you can leave without an exit fee.
Sky is signed up to Ofcom's automatic compensation scheme. If your service is completely down and still not fixed two full working days after you report it, you get a daily credit without having to ask. How automatic compensation works
Five short questions, one at a time. Then we check Sky's outage picture, the speed tests other Sky customers near you ran in the last 24 hours and any recent test from your postcode, and suggest one fix at a time with a "did that help?" button.
If two fixes don't work, you get a script to read out when you call Sky, filled in with how long it's been going on and what you've tried, next to the cheapest deals at your address from other providers in case you'd rather leave. We earn a commission if you switch through us, never if you stay.
Sky sells over Openreach and CityFibre, depending on the address. Who sends an engineer depends on which network reaches your home, and Sky books them either way.
Sky handles faults through its service checker once you sign in. Sky's general help line is 0333 759 1018.
Three things at once: Sky's outage picture on our status page (its own status where it publishes one, plus what people are reporting), the speed tests other Sky customers in your postcode district ran in the last 24 hours and any test from your postcode in the last hour. That tells us whether it looks like a wider problem or something at your end.
Sky has signed Ofcom's broadband speed code. That means Sky gave you a minimum guaranteed speed when you joined. If your wired speed stays below it and Sky can't fix it within 30 days, you can leave without an exit fee. Sky is also signed up to Ofcom's automatic compensation scheme, so if the service is completely down and still not fixed two full working days after you report it, you get a daily credit without asking.
Outages, the speed tests we compare against and the deals we'd suggest all depend on where you are. A postcode lets us tell a problem in your area from one on your line.