How confident do you feel talking to customers about our broadband products and services?
Rate yourself on a scale of 1 to 5
(1 = not very confident, 5 = very confident)
What challenges do you face when selling Sky Broadband?
You’ve told us that information about Sky Broadband can sometimes be confusing, and it’s not always easy to find the details you need when speaking to customers.
In this activity, we’re going to debunk some common myths, separate the truth from fiction, and make sure you know exactly where to find the right information.
Will it be a data gem or a digital dud? Let’s find out…
Read the statement
Decide if it’s a
fact (true) or
fiction (false)
Select
your answer
Discuss the explanation and available resources with your team
Let's get started
While Virgin Media has a strong broadband offering, Sky Broadband competes on more than just speed. Here's why it's always worth having the conversation:
Reliability and consistency
Our Full Fibre offerings deliver a stable and reliable connection, even during peak times
Sky WiFi Max Guarantee
Unlike Virgin, we offer a WiFi Guarantee, ensuring strong coverage throughout the home
Customer service excellence
We have a strong reputation for customer support, providing a seamless experience from setup to troubleshooting
Industry recognition
In Ofcom's latest telecoms and pay-TV complaints report, we rank as the least complained-about broadband provider, with the fewest complaints per 100,000 subscribers
Many customers are open to change when they see the full picture, so always take the opportunity to highlight Sky Broadband's benefits in your conversations.
Sales and Service
Visit LoveSky and explore the Speed Battle section on the Love Broadband page to compare Sky Broadband speeds with our competitors.
Competitor Comparison Tool
A real-time pricing and key feature comparison tool designed to:
Save you time
Increase customer confidence in the information you share
Provide deeper insight into our competitors
Find out more about the tool and how to request access in the Broadband & Talk Product Information page on Atlas.
Switching to Sky Broadband has never been easier, thanks to One Touch Switch. This industry-wide regulation means:
No need to contact the old provider
We handle the switch for the customer
Simple and hassle-free process
Customers provide a few details, and we'll take care of the rest
Seamless transition
Customers can switch without disruption to their service
Many customers assume switching is still complicated, but with One Touch Switch, it's now easier than ever.
Check out the Broadband & Talk Product Information page on Atlas for more details.
Customers with a care or medical alarm can have broadband with us, but we only provide products that use traditional telephone services (ADSL and FTTC) — not products that use Internet Calling (VoIP).
Since some customers may not know how their care alarm is connected, we’ve made the decision not to offer any of our Internet Call products to customers who have any form of care alarm. Care alarms require a telephone line to work, and Internet Call packages (VoIP) don’t provide this. This decision is in place to protect both you and our customers.
You must read the At-Risk Eligibility questions word for word to the customer to make sure we’re not giving any at-risk customers a package that includes Internet Calls.
If the customer answers “yes” to the question, the system will re-check availability and only offer suitable broadband packages.
Always do the right thing and keep our customers safe by using your tools and following the correct process. Everything you need is in the OneHelp article: Selling broadband with care alarms.
Remember
If we don’t get it right when selling or upgrading our products and services, it can result in life-threatening consequences for our customers and serious consequences for Sky.
Not all fibre broadband is the same. There are two main types and understanding the difference helps ensure customers get the best service for their needs. Here's what you need to know:
Part Fibre
Uses fibre optic cables from the local exchange to the green street cabinet
From the cabinet to the home, it relies on copper cables, which can slow speeds over distance
This is the technology behind Sky Broadband Superfast
Key takeaway
Part Fibre still involves copper wiring, which can impact speed and reliability.
Full Fibre
Uses fibre optic cables from the local exchange direct to the home, eliminating copper cables
Delivers faster, more reliable speeds with less interference — even at peak times
Available on Sky Full Fibre packages
Key takeaway
Full Fibre provides consistent, high-speed broadband with minimal disruptions.
Our priority is to provide customers with the most reliable, stable, and fastest broadband connection. As the UK moves away from copper services, Full Fibre with Internet Calls (VoIP) is the future — by 2028, over 95% of UK homes will have access to Full Fibre.
Atlas and LoveSky have everything you need to know about Full Fibre, including key details to help with your customer conversations. For example, not sure how Full Fibre is installed? You’ll find details and videos for:
Self-installation: For customers whose homes are already Full Fibre-ready
Engineer installation What happens when an engineer appointment is needed to install broadband
Sky Full Fibre Broadband - Everything you need to know page in Atlas for more on Full Fibre installations, Internet Calls, and much more.
And check out the Love Broadband page on LoveSky for additional resources on Full Fibre and how to bring it into customer conversations.
Sky Broadband is the perfect partner for our other Sky products, including Streaming TV, Sky Cinema, and Sky Live. It’s easy to link broadband into your customer conversations — why not check out this handy guide to help?
Even if a customer is happy with their Part-Fibre (Superfast) broadband, it's still worth discussing the benefits of Full Fibre, especially if it's available at their address. Here's why:
Faster and more reliable
Full Fibre provides a more stable connection with faster speeds and none of the interference that comes with copper cables. FTTP is 50% more reliable than other broadband services
Future-proofed connection
As demand for speed and bandwidth increases, Full Fibre ensures customers are prepared as we see copper services going
Better for busy homes
If they have multiple devices streaming, gaming, or they’re working from home, Full Fibre helps avoid slowdowns and buffering
A simple conversation could highlight benefits they hadn't considered, helping them get the best experience from Sky Broadband.
Looking to boost your confidence when talking about Full Fibre? Here’s where you can find everything you need:
Great customer service doesn’t always mean speaking to us — customers can get help and resolve issues faster, 24/7, by using our digital services.
Many customers have told us that self-serve options are a great benefit of Sky Broadband, so it's important that we actively talk about them in our conversations.
Discussion
What digital services do you know that help our customers to self-serve Sky Broadband?
Want to learn more about our digital services? Here are some useful links...
OneHelp
Promoting digital – What can customers self-serve online
All about the My Sky app
Learn about the Sky Community
Sky Community Forum
https://helpforum.sky.com/
Sky Help on YouTube
Sky Broadband & Fibre by Sky Help
In today’s session, we’ve explored key aspects of Sky Broadband, helping to build confidence in your conversations with customers. Here's a quick recap of what we've covered:
Challenging how we sell broadband: Identifying and overcoming common challenges sharing best practices and building confidence in broadband sales
Debunking common broadband myths: Separating fact from fiction to better support customer conversations
Exploring self-serve tools: Understanding how customers can track orders, check their broadband connection plus troubleshoot issues, and learning how to introduce these solutions into customer conversations
Next steps
Reflect on today’s session and think about how you can apply what you’ve learned in your customer conversations
Promote and use self-serve tools and fact-based insights to enhance your broadband discussions
Continue building your confidence and supporting your team in delivering great customer experiences
Remember: This is just the beginning. Keep building on these insights and bring them into to your 1-2-1s for further discussion.