Frequently asked questions regarding the skyDSL contractHere you can find information regarding the most frequently asked contract questions: order, invoice, tariffs, contract.
Questions about the topic Order
Questions about the topic Invoice
Questions about the topic Tariffs
Questions about the topic Contract
Answers about the topic Order
Who can I contact, if I have provided an incorrect shipping address?
If you have entered an incorrect address by mistake during the registration, please contact our info and order hotline, indicating your customer number or your order number or go to www.skydsl.eu and use our contact form to inform us about your correct shipping address. Your order and client number can be found in your order confirmation email.
Is it possible to order skyDSL without hardware?
You can order skyDSL without hardware. We do not assume any guarantee for hardware which is not supplied by us.
Who can I contact if my skyDSL2 + hardware delivery gets lost?
If the skyDSL hardware does not arrive on the due date, please contact our Info-hotline indicating your customer number or your order number or send us a request using the contact form on our website. You can find your customer number or order number in the "confirmation of order" email.
How can I order skyDSL?
The easiest way is to order skyDSL online. Alternatively, you can order over the phone by calling our Bestell- und Informationshotline.
How soon will it be possible to use skyDSL2+?
After ordering you will receive a confirmation per email. On this confirmation you will also find the start date for your skyDSL2+ connection, usually seven days after the confirmation has been received. Only after this date is it possible to use the skyDSL services. The hardware will be delivered by DHL or GLS within the next days. On the delivery note you can find your skyNumber which must be used to register yourself for the first time in your customer area on www.skyDSL.eu. Please keep your skyNumber safe!
How long will it take to receive my hardware package?
The delivery time for the skyDSL2+ hardware is usually 3-7 workdays.
Answers about the topic Invoice
How is my invoice calculated?
The invoice consists of one-off fees and monthly accumulated amounts.
The one-off fees are for instance the activation fee, delivery fee and fees regarding the equipment order.
In accordance with the chosen tariff the skyDSL basic fee will be charged to your account on a monthly basis.
The costs from VoIP calls that are made with no flat rate service (landline) will be billed in the following month.
What are the payment options available?
Answers about the topic Tariffs
Which would be the most suitable type of skyDSL package for me?
This depends on your personal surfing habits, when using your Internet. Our Infohotline agents will be glad to inform you about our products and tariffs. They will help you to find the most suitable skyDSL for you. The Tariffsummary of our website can also help you to choose the proper skyDSL package.
Answers about the topic Contract
How and when can I cancel my skyDSL contract?
Contract terminations must reach our customer service no later than 1 month before expiry of the contract period in written form (letter, fax or via contact form in the customer area).
Further information can be found in the General Terms and Conditions (GTC).
Why is skyDSL able to offer its service without Fair-Use-Policy?
What do the terms "pool" and "contention ratio" in correlation with the availability of skyDSL/skyDSL2+ mean?
Is there a minimum contract period?
The minimum contract term can be found in your order confirmation. The contract period is automatically extended after the expiration to the specified period.
Until when can I revoke my contract with skyDSL?
The contract with skyDSL Europe B.V. can be revoked within two weeks after the connection begins. Detailed information on the issue can be obtained from the General Terms and Conditions on section 1.2.