Slow internet leaves millions apologising for their connection

• Brits are apologising more than ever thanks to patchy Wi-Fi, with more than two in five (42%) workers saying the phrase “Sorry, my Wi-Fi is playing up” has become routine in their working life.

• Almost half of those working remotely have had to turn off their camera during virtual calls to help keep their connection stable – with many missing key updates, instructions and decisions as a result.

• Slow Wi-Fi is also impacting our personal relationships, with more than a third (34%) of Brits saying they have apologised for their internet during a personal video call in the past month.

• A new Broadband Speed League shows how quickly common online tasks can be completed using Sky Broadband’s fastest broadband speeds. It comes as Sky Broadband brings faster speeds to millions more homes with the launch of a new 1.6Gbps broadband package, giving more people access to lightning-fast Full Fibre speeds across the country.

LONDON, UK: Brits are increasingly finding themselves saying “sorry” because of their internet connection, with new research revealing that people apologise for broadband issues on work calls almost twice a week on average.

According to Sky, which has just launched 1.6Gbps speeds to nearly four out of five (79%) UK homes*, unreliable connections have become a common frustration for millions of people across the country, with slow speeds disrupting everything from team meetings and client presentations to personal video calls and streaming.

For many remote and hybrid workers, the awkward phrase “Sorry, my Wi-Fi is playing up” has become a routine part of working life, with 42% agreeing that it has become a regular saying in their work week.

The impact of unreliable connections goes beyond awkward apologies. Nearly half (46%) of workers say they have had to turn off their camera during a virtual work call to help their connection stay stable, while those affected report missing important parts of conversations – including something shared on screen (34%), important instructions (27%) and decisions being made (20%).

The findings come as Sky Broadband adds Full Fibre 1.6Gbps to its range, its fastest speed available to homes on the Openreach network, giving millions more households across the UK access to faster, future-ready broadband for busy, connected homes. Sky Broadband now offers customers even more choice, from everyday connectivity through to 5Gbps Full Fibre, the UK’s fastest broadband speed available to 14% of UK homes**.

To mark the launch, Sky Broadband has shared new research showing how Full Fibre performance supports the online activities people do most – from streaming in the living room to downloading the latest game, to backing up all-important photos.

As well as getting to enjoy stress-free streaming, Sky Broadband’s research explores the impact faster speeds have on downloads. The Speed League includes a new 0-4k speed test that has been dubbed the 0-60 for broadband providers, with other factors such as video game downloads and the time it takes to upload videos from the family holiday.

Real-world download and upload times on Sky’s Full Fibre 5Gbps Gigafast+*** [https://tinyurl.com/y4cn2rfd]

The research also shows the wider impact of broadband issues at work. Four in 10 say team meetings have been affected by slow or unreliable broadband, while over half (52%) admit they have had to ask colleagues to repeat information or send follow-up notes because of a poor connection.

And it’s not just work calls being affected. With more Brits relying on video calls to stay in touch with friends and family, slow broadband is increasingly disrupting everyday life too.

The research found 63% have experienced freezing screens or dropped connections while catching up with loved ones, while 34% say they have had to apologise for their internet during a personal video call in the past month alone.

When it comes to those that have the least patience when connections lag, Gen Z were the quickest to switch off, with 90% saying they have given up on content altogether when buffering, freezing or dropped connections get in the way.

According to the findings, over half (53%) of households regularly have five or more devices connected to their broadband at the same time, with the average home running over six connected devices.

Ben Case, Managing Director of Connectivity at Sky, said: “Our research shows how unreliable broadband can disrupt everything from work meetings to calls with loved ones, which is why Sky Broadband is now bringing lightning-fast Full Fibre 1.6Gbps speeds to nearly 80% of homes in the UK - helping customers stay connected to what matters most.”

Sky Broadband’s Full Fibre [https://www.sky.com/hello-sky/broadband/full-fibre-1600] 1.6Gbps package is now available to new Sky Broadband customers, including existing Sky TV, mobile and smart home customers for £38 a month, subject to availability***. Existing Sky Broadband customers will be able to upgrade at a later date.

Full Fibre 1.6Gbps offers speeds more than 20 times faster than Sky’s standard broadband. Built for streaming, gaming and working from home, it is delivered by the Gigafast+ hub, Sky’s most advanced hub yet, powered by Wi-Fi 7 technology.

Still stuck with your old provider? Customers can switch to Sky Broadband and claim up to £200 credit towards leaving fees****.

ENDS

Notes to Editors:

• Faster than standard: 20x times faster based on average download speeds for Full Fibre 1.6Gbps versus our standard part fibre (Superfast 67Mbps).

• Wi-Fi 7: the latest generation of Wi-Fi technology that gives a faster connection. Verify at sky.com/WiFi7 [https://www.sky.com/help/articles/wifi-7].

*Subject to status. Speeds vary by location. Available to 79% of UK homes. Average speeds: 1.6Gbps download, 100Mbps upload. Not available to customers who are reliant on their landline for emergency services or who have an emergency care alarm. Talk service uses your broadband connection to make calls

**Verify at sky.com/FastestSpeeds

***Methodology:

This table shows indicative download and upload times for common household online activities using Sky Full Fibre 5Gbps Gigafast+ package, in comparison to the average UK broadband download speed of 285Mbps as published in Ofcom’s 2025 Connected Nations Report. Timings are calculated by scaling file sizes against the 285Mbps and 5Gbps connection speeds, assuming consistent network conditions and that the full advertised speed is available throughout the transfer. File sizes are illustrative estimates based on typical data requirements for each activity. Actual download and upload times may vary depending on location, network traffic, device capability, router performance, Wi-Fi strength, server capacity and in-home setup.

****Up to £200 Switching Credit: Visit www.sky.com/help/articles/switching-credit-offer for more info.

For more information, please contact: sky@taylorherring.com

About Sky

Sky is a leading entertainment and connectivity company, serving customers in the UK, Ireland and Italy. In TV, we offer the best sports coverage, unmissable entertainment and the smartest ways to stream the TV you love. In broadband, we power homes and businesses, with a fast, reliable connection. In mobile, we bring people closer, with fair and flexible plans at unbeatable value. And our range of smart home products keep people close to home, wherever they are.

That’s how we do better for customers. And we believe in better for society too. We power the cultural economy in the UK and beyond, contributing billions to UK GDP, supporting thousands of jobs and making award-winning original sport, entertainment and news with the best homegrown talent. We broadcast both our journalism and our coverage of the arts, free to air.

We are cutting our emissions and making recyclable, energy-efficient products. We give back, through free internet access for under-served communities and through skills programmes for over two million young people and counting.

Sky is owned by Comcast Corporation, a global media and technology company.

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