Acceptable Use Policy

Any terms in capitals not defined in this Acceptable Use Policy will have the same meaning as in your Agreement and its terms shall apply as set out in the Agreement. If you have any queries about our AUP, you can contact us by emailing

Don’t use the Service illegally!

The Service and Sky’s Networks may only be used for lawful purposes in accordance with all laws, statutes and regulations in force from time to time in the United Kingdom (“Laws”).

You may not use the Service and/or the Sky’s Networks to send, receive, store, distribute, transmit, post, upload or download any materials or data which:

  • violates any Law;

  • is defamatory, offensive, abusive, indecent, obscene, or

    constitutes harassment;

  • is or may be harmful to minors;

  • promotes or encourages illegal or socially unacceptable or

    irresponsible behaviour;

  • is in breach of any third party rights (including any third party

    intellectual property rights);

  • has any fraudulent purpose or effect or involves you impersonating

    another person or otherwise misrepresenting yourself as the source of any communication;

  • in any way Sky considers to be or is likely to be detrimental to

    the provision of the Service to you or any of Sky’s other customers; or

  • damages or may damage our name and/or reputation or the name and/or reputation of our sub- contractors or agents.

We have put technical measures in place to prevent you from accessing certain websites that contain illegal images of child abuse that are identified from time to time by the Internet Watch Foundation (“IWF”). Although these filters are comprehensive, they do not provide an absolute guarantee that you will be unable to view such illegal images on the internet. In addition, these measures do not filter other content which you may find distasteful, such as “adult” material. On this basis, we recommend that you consider installing additional software on your computer to prevent access to inappropriate websites or content on the internet.

For further information regarding the IWF, please visit their website at

Do not violate anyone’s systems or network security You must not use the Service to violate Sky’s Networks’ security or any third party’s computer, system or network security by any method including:

  • unauthorised access to or use of data, systems or networks,

    including any attempt to probe, scan or test the vulnerability of a system or network;

  • unauthorised monitoring of data or traffic on any network or system

    without the express authorisation of the owner of the system or network; or

  • unauthorised interference with any user, host, system or network

    without the express authorisation of the owner of the system or network. You must not send, receive, store, distribute, transmit, post, upload or download any materials that are designed to violate Sky Network’s security or any third party’s system or network security. Examples of such prohibited material may include (but are not limited to):

  • programs containing viruses, worms, corrupted files, hoaxes, Trojan

    horses or any other items of a destructive or deceptive nature;

  • tools designed to compromise the security of other sites;

  • programs or services designed to send or facilitate the sending of

    unsolicited advertisements; or

  • programs or services designed to encourage or facilitate a breach

    of this AUP or any acceptable use policy of another internet services provider.

You must not connect Sky’s Networks to insecure machines, equipment or services able to be exploited by others to carry out actions which constitute a breach of this AUP. If you do, you must disconnect it immediately, or allow us to disconnect it for you at your expense. You must not adapt, modify, decompile or reverse engineer any part of the Service or Equipment.

You are responsible for all materials and/or data originating from the machines and/or networks that you have connected to Sky’s Networks. You must immediately disconnect (and subsequently secure prior to reconnection) machines generating materials and/or data which contravene this AUP once notified of such activity by Sky.


You must not use the Service for auto-dialling, continuous or extensive call forwarding, or telemarketing (including without limitation charitable or political solicitations or polling), fax or voicemail broadcasting or blasting or for any other use that results in usage that Sky reasonably considers to be excessive or inconsistent with standard commercial calling patterns.

For your information, unless a figure is expressly stated in your Contract Summary for a particular type of call (e.g. international calls) in which case the volume shall be considered separate, Sky do not expect the volume of minutes relating to outbound calls that are included within the Package to exceed an aggregate of 2,500 minutes per month.

4G Data Usage

You must not:

  • disconnect the 4G Backup Router from the Sky Broadband Hub,
  • disconnect the 4G Backup Dongle from the Sky Connect Hub,
  • use the 4G Backup (including the 4G Backup Router, 4G Backup Dongle and SIM Card) for domestic use,
  • use the 4G Backup Equipment away from your Premises, or
  • use the 4G Backup Equipment in contravention of the applicable Package Schedule or the Agreement or for any other use that results in data usage that Sky reasonably considers to be excessive or inconsistent with standard commercial data usage patterns in the event of failover due to a complete broadband outage.


You must not send messages to anyone who does not wish to receive them. We acknowledge that email and instant messaging are informal methods of communication however you must refrain from sending messages to another user after receiving a request to stop.

You must not send unsolicited bulk messages or any other form of abusive electronic communication. In particular, unsolicited advertising mailings (whether commercial or informational) are strictly prohibited.

You must not operate, host, provide hosting facilities to or assist in any way any web site, email address, or any other online service which is advertised or promoted by means of unsolicited bulk messages (whether commercial or informational), any mass messaging facility or any other form of abusive electronic communication.

You must not send, distribute, or reply to mail-bombs. Mail-bombing is either sending copies of a single message to many users, or sending large or multiple files or messages to a single user with the intention of disrupting their internet experience.

You must not use false message headers or alter the headers of messages to conceal their email address or to prevent internet users from responding to messages. You must not use any email address that you are not authorised to use.

You must not suggest or imply that any message you send is from, authorised or endorsed by, any Sky company or relates to any Sky business.

World Wide Web and surfing the net

You will be solely responsible for your use of the internet and any web pages owned and/or operated by you that you connect to Sky’s networks using the Service. You must not use world wide web pages within or outside Sky’s networks to violate any part of this AUP or to disrupt or attempt to disrupt another internet user’s internet experience. If you operate a web site connected to Sky’s networks using the Service, you must ensure that material on the web site and the use of it is not in any way unlawful and that all necessary licences and consents have been obtained.

How do you make a complaint?

If you wish to notify us of a breach of this AUP, or if you wish to make a complaint regarding content, data or material that has been stored and/or accessed via Sky’s networks or the Service, please email us at

The actions we can take

Firstly, you should be aware that we may block any electronic communication that we reasonably consider to have breached this AUP.

Secondly, if you have breached this AUP, or we or a third party, reasonably suspect that you may have breached this AUP, provided that any notification of a breach would not prejudice any investigation by us or a third party, we may contact you to discuss the suspected breach or notify you in writing by either email or letter (as Sky determines appropriate) and we may also:

  • (i) immediately suspend your access to the Service until such time as

    we are satisfied the breach has stopped;

  • (ii) immediately end your Subscription Agreement;

  • (iii) in respect of any calls or messages included in your package

    but which Sky reasonably considers to be excessive or inconsistent with standard commercial calling patterns, charge you Sky’s standard rates in respect of such calls;

  • (iv) notify and/or pass on the details of the breach of the AUP to

    any relevant government, statutory, self-regulatory or law enforcement authority;

  • (v) investigate the alleged breach of the AUP, which may include

    gathering information from you and/or the complaining party (if any) and the examination of any other data or material on Sky’s networks or our servers: and/or

  • (vi) remove (either temporarily or permanently), copy, store, monitor

    or otherwise deal with data and/or other material on Sky’s networks and/or our servers.

Sky will use your personal data and other account information in connection with any investigation carried out by Sky in accordance with this AUP, including by disclosing it to any third-party authority that Sky considers has a legitimate interest in any such investigation or its outcome.

Last updated: 14 February 2023