Frequently asked questions regarding the skyDSL contract

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.

You can order skyDSL without hardware. We do not assume any guarantee for hardware which is not supplied by us.

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.

The easiest way is to order skyDSL online. Alternatively, you can order over the phone by calling our Bestell- und Informationshotline.

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!

The delivery time for the skyDSL2+ hardware is usually 3-7 workdays.

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.

As a skyDSL customer, you can have your one-time and monthly fees charged via the SEPA direct debit procedure without any additional fees. Depending on the selected skyDSL tariff, we also offer the possibility to pay by credit card (VISA, EuroCard / MasterCard) or PayPal. Depending on the payment method, fees may be charged for this. These transaction fees are waived if you opt for a tariff including a premium option.

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.

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).

A fair-use-policy is a system whereby the supplier defines that after a certain intensity of use (usually after a certain amount of consumed data volume) the available bandwidth of a connection will be automatically reduced. A fair-use-policy is always applied in addition to a contention ratio rule to limit the usage of certain customers in order to maintain a high quality of service in the interest of all customers. Thus, for example for mobile communications (LTE), it's usual that beyond a certain volume of the data transferred the connection will be reduced to the speed of UMTS (up to 384 kbps). On the contrary, skyDSL offers its connections with a usual contention ratio for one specific target group (residential consumers, business customers) and does not apply a fair-use-policy. This can be done because of the classification of customers (see terms "pool" and "contention ratio").

In contrast to a dedicated leased connection, business and residential customers' connections usually have a contention ratio. While a customer using a dedicated leased connection will permanently have a bandwidth of 20 Mbps resulting in a possible transfer volume of 6.000 GB per month, customers having a contention ratio greater than 1:1 will share the bandwidth of a connection. This approach is common because customers are not active simultaneously with all other customers on the internet. In case of a contention ratio of e.g. 1:50, the 6.000 GB of a 20 Mbps connection will be conjointly available for 50 customers. Therefore, the individual customers have on average about 120 GB available per month (so-called "mixed calculation"). Individual users, depending on usage behaviour, use actually more or less than the available average. Furthermore, the bandwidth of the user’s connection on a given time also depends on the number of active users at that time. A restriction of the quality of service is only to be expected when a usage rate above the contention ratio occurs. We are the only internet provider which announces the current bandwidth in real time on our skyDSL Monitor. With "pooling" (use of pools) customers are grouped according to certain criteria in a common pool. By the skyDSL customers will be allocated to a certain pool, for example for technical reasons regarding their location, which belongs to a particular satellite beam and satellite transponder. Customers are also grouped in pools according to the tariff they have ordered. Moreover, customers with similar usage profile will be, within their own tariff, allocated to a certain pool. Since the available bandwidth of the connection depends on the number of active users in a connection with contention ratio, the likelihood of the maximum bandwidth of the connection being reached due to the similarity of the customers of a pool decreases in regard to its utilization profile with increasing utilization intensity of the connection.

The minimum contract term can be found in your order confirmation. The contract period is automatically extended after the expiration to the specified period.

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.