Sky unveils major shake-up for UK broadband customers that you won't find anywhere else

sky broadband wifi router pictured in black with colourful streak underneath

Sky has altered its minimum contract term for all new and re-negotiating broadband customers, bringing its home internet deals in-line with the likes of BT, TalkTalk, EE, and Vodafone

SKY TV PRESS OFFICE
Aaron Brown

By Aaron Brown


Published: 02/10/2024

- 09:09

Updated: 02/10/2024

- 10:30

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Sky has extended customer support beyond anything you'll find from other broadband providers

  • Sky has become the only major broadband provider with 24/7 customer support
  • You can contact customer service representatives any time Monday - Sunday
  • Support will be split across telephone calls and online chat
  • It comes as Sky extended the minimum term for all broadband contracts
  • Until now, customers signed-up for at least 18 months
  • But this has been extended to two years, like BT, EE, TalkTalk and Vodafone
  • Under the One-Touch Switch process, moving between all broadband is easier
  • You can jump between Openreach and full-fibre brands within days

Sky has become the only major nationwide broadband supplier to offer round-the-clock customer support.

Whether you're struggling with a Wi-Fi issue, aren't able to achieve the promised download speeds, or are looking to switch from a rival supplier, like BT, TalkTalk, Plusnet, EE, and Virgin Media — you'll be able to reach out to someone form the Sky team 24-hours a day.

In an industry first, customers of a major broadband provider will be able to contact customer service representatives atany time of day. Between 8am and 8pm, anyone looking to troubleshoot their broadband connection, or new customers hoping to switch to Sky Broadband, will be able to speak to an agent via telephone. From 8pm to 8am, Sky will switch to an online chat function instead.

Sky cuts its Full Fibre 300 broadband plan to 'lowest ever price'

Sky has slashed £11 off the cost of its Full Fibre 300 broadband plan, which offers download speeds of 300Mbps — that's 4.3x faster than the average UK household. Not only that, but Sky has also waived the one-off set-up fee, so it won't cost anything to switch from your current broadband deal

Full Fibre 300
$40 $29
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Between these two methods, you'll be able to contact Sky round-the-clock for broadband support.

If you work nights or experience a sudden issue with your broadband in the small hours, this expanded customer service roll-out could be a huge boon for customers.

For comparison, BT Broadband customers can contact customer support from 8am to 9pm on Monday — Friday via telephone, or 8am to 8pm on weekends and bank holidays. It also hosts an online chat system that's accessible Monday to Sunday from 7am to 10.30pm.

yellow minions from Despicable Me 4 film pictured using tablets, nintendo switch, and smartphones on sky tv broadband

Ahead of the release of Despicable Me 4, Sky has partnered with the Minions to promote its broadband and TV offers

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Discussing the first-of-its-kind 24/7 customer support, Sky Broadband Managing Director of Connectivity, Amber Pine said: "We know switching broadband providers is a big decision for our customers, so we’re making it easier than ever. As the UK’s only major provider with a 24/7 broadband switching support service, we can help with round the clock questions about your Sky Broadband or even change your Full Fibre installation date in the early hours of the morning."

It comes as Ofcom forced companies to enforce new rules — making it easier than ever to switch between full-fibre brands. Dubbed One-Touch Switch, this innovative service aims to make the transition between full-fibre broadband networks smoother and more convenient for customers.

Under the new rules, broadband customers will only need to contact their new supplier to initiate the change. The new broadband firm will handle all aspects of the switch, including terminating the existing contract and organising the installation date for the new broadband supplier.

If that sounds at all familiar, it's because this seamless behind-the-scenes experience has existed for years... but only for those who move between brands that operate on Openreach-owned infrastructure, like BT, EE, Sky, TalkTalk, and Plusnet, to name just a few.

With the introduction of 'One Touch Switch' process, Ofcom will insist those moving between full-fibre networks — like Virgin Media’s full-fibre network, which connects to roughly 16 million homes, to smaller operators like HyperOptic and Community Fibre, as well as BT-owned Openreach — enjoy the same experience.

Given that BT is already seeing record numbers flee its network for smaller full-fibre rivals, could this new system open the flood-gates?

The streamlined new sign-up process eliminates the need for you to give 30 days' notice to the existing provider. Not only that, but it removes the stress of trying to sync-up the cut-off date from the old provider to the installation date from the new broadband firm — minimising the time without an internet connection.

Billing and activation dates will now be coordinated between the broadband operators in the background, further reducing the administrative burden. Best of all, if your new internet provider is unable to connect you on the date agreed, you’ll receive compensation. There's no need to take action, the money is sent automatically.

And with the introduction of its 24/7 customer service, anyone looking to switch to Sky for their broadband connection will be able to chat to someone from the company. When moving over to a full-fibre connection, Sky Broadband offers the following speeds:

These different speed tiers should cater to different household needs, from those who only need basic browsing, to high-demand activities like online gaming and streaming in 4K Ultra HD.

Sky Broadband is currently offering its Full Fibre 300 package at its lowest ever price of £29 per month, with a 24-month contract. This promotional offer — which ends on October 23 — offers a saving of £11 per month, compared to its standard monthly cost.

For a limited time, Sky has waived its one-off set-up fee too, so switching over to the brand won't cost you.

The latest shake-up comes as Sky switched all broadband contracts from a minimum term of 18-months to 24-months. The brand, best known for its satellite television service, was a bit of an outlier with its 18-month broadband contracts. Most rival suppliers like BT, EE, TalkTalk, Plusnet, Three, and Vodafone only offer broadband packages with a 24-month minimum contract term.

Virgin Media remains the only nationwide broadband supplier with 18-month contracts as the default for new customers, while some smaller providers — like Hyperoptic and Community Fibre — offer people the choice when signing up.

If you lock in an affordable broadband deal, these longer contract terms can be a huge advantage, since it'll extend the duration of the savings. Switching to a new broadband provider during the Black Friday sales or other major sales events can be a great way to ensure your monthly bills will remain low for years to come.

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However, there's undeniably less flexibility with a longer contract and those who move to a new address, want to bundle TV packages, downgrade to slower speeds, or move to another provider could find the extra six months more limiting.

The change to Sky Broadband contracts will only apply to new customers, or existing customers who decide to renegotiate a new contract with the brand. It doesn't impact the best Sky Stream deals, since these always offer the choice between a one-month rolling deal and longer contracts.

Speaking to GB News about the decision to change its broadband plans, a spokesperson for Sky told us: “The standard length of Sky TV, Sky Broadband and NOW Powered by Sky contracts have changed to 24 months, extending the in-contract benefits we know our customers value.

"These changes apply to new or re-contracting customers — those who are currently in contract will remain on their existing term until it ends."

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