Following on from the
previous thread, Sky have sent us the following information.
What changes are we making?
As a result of our investment in line stabilisation technology, if you are an on-network customer then you can expect to see further improvements to service reliability. And for our higher tier customers, there is the added opportunity to enjoy even faster speeds.
What do I have to pay for the improvements?
All of these improvements come at no extra cost. Pricing for all our packages remains completely unchanged. As does the pricing and package details for Sky Broadband Connect, our off-network service.
What will the new packages look like?
Changes to the packages are as below:
Sky Broadband Max becomes Sky Broadband Unlimited- The download speed will increase from up to 16mb to up to 20mb.
- The upload speed will increase from up to 768kb to up to 1.3mb
- The usage cap remains unlimited
- And new customers can still enjoy 12 months free McAfee security
Sky Broadband Mid becomes Sky Broadband Everyday- The download speed will increase from up to 8mb to up to 10mb.
- The upload speed will increase from up to 400kb to up to 600kb
- The usage cap reduces from 40gb to 10gb, in line with the actual usage of the vast majority of our customers
- And new customers will enjoy 3 months free McAfee security
Sky Broadband Base remains unchanged on name, speed and usage cap- New customers will receive 3 months free McAfee security
How are you improving stability of lines and increasing speeds?
Our line stabilisation technology allows us to constantly look for faults and to check the line settings for customers on our Sky Broadband network. Following initial trials of line stabilisation with new Sky Broadband customers, we have seen significant improvements to the stability of customer connections and we want to extend these benefits to you.
If you’re an on-net customer, then by using this technology, we can improve the reliability of your connection and we can also increase the speeds available for many of our customers as well.
Why are you changing the usage allowances?
We’re reducing the monthly usage allowance on Sky Broadband Everyday (Mid) in line with what the majority of our customers actually use. Our research has shown that the vast majority of our Mid customers do not exceed 10GB of usage per month. So from 1 August 2009 for existing Sky Broadband Everyday (Mid) customers the new usage allowance will be changed to reflect this.
When will the changes take effect?
If you’re a new customer joining Sky, the new packages take effect from 22nd June 2009. This will also be the first date that the initial group of existing customers will have their lines stabilised.
for the rest of our on-net customers, you can expect to go through this process between June and September.
How will customers know if they’ve got faster speeds?
Customers can log into My Sky and check the Broadband Service Details section for the current status of testing on their line, and the maximum download and upload speeds their Sky Broadband connection has been set to after testing.
By logging into My Sky, you can closely track your status when in line testing. My Sky will show if your line has started testing, if it is currently undergoing testing and also when testing is complete. Once the testing process has been completed MySky will also show the final maximum download and upload speeds that your line can support.
How will you communicate this to customers?
All customers will be emailed at least 3 days before their go though the line stabilisation process. This will outline the nature of the changes to their broadband service as well as details on the process itself, including a range of frequently asked questions.
All Sky Broadband on-network customers will also receive a leaflet explaining the changes and can also visit:
Sky Broadband- Making your Sky Broadband and Talk services even better from the 19th June.
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