Please can you get rid of the trite cricket broadcasting of Charles Dagnall. He offers nothing and witters on like an idiot.
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I have had to downgrade my sky package due to my husband's death. I accept it will be basic but for an elderly person, why is pause and record classed as an extra??? Feels elderly abuse, its surely... See more
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Absolutely horrendous customer service! I’ve been without wifi for nearly a week now and I’ve had no help other than ‘turn the box off and on again’ like I’m a child who doesn’t know how to do the mos... See more
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Great to start. Been with them five years . Just found out I was mis sold broadband and paid 18 pounds per month more for a landline when there was a free pay as you use option Told by one e... See more
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Entertainment and Connectivity. Discover more unmissable TV and stream it all through one simple subscription with Sky. Plus superfast broadband, flexible mobile and more at unbeatable value. Find out more at Sky.com.
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United Kingdom
- www.sky.com
2.7
Poor
29k reviews
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APPALLING SERVICE THAT FAILS CUSTOMERS AT EVERY LEVEL
I am 76 years old, so I do not have unlimited time left to waste trying to overcome appalling customer service.
I have been with Sky for more than 13 years. During this time, I have experienced highs and lows with the service provided, and feel it is getting worse, as I will go on to explain.
What companies do not seem to grasp is that they lose so much goodwill when customers are expected to deal with agents in far-off countries such as India, where not everyone has a thorough command of the English language that British people can readily understand. Similarly, customers do not like dealing with automated bots, which frequently cannot cope with their concerns. Both aspects employed by Sky infuriate so many customers and cause no end of frustration and anger.
A few months ago, I received several texts and calls offering me free SuperFast broadband. I accepted the offer, I was sent a router, and an appointment was made for CityFibre, Sky’s contractors in my area, to install the service. A day before the ‘engineers’ were due to call, the booking was cancelled with technical problems being used as the excuse! I had spent considerable time moving furniture for the work to be done, leaving me inconvenienced by the cancellation. I contacted Sky to see when the work could be rescheduled and was told no date could be given, and that it may not be possible to connect me. I was told they would keep me informed. Meanwhile, CityFibre texted me asking me why I had cancelled the work. I explained that it was not me who had cancelled. Since then (12 May), CityFibre informed me that Sky would call me to reschedule; I heard nothing further. During this time, the efficiency of SkyGo, which I used to watch most of my TV on my PCs, was stopping or buffering regularly, and my broadband speeds had got slower (using Fast.com to check). I was also paying over £50 for Sky Talk, which I no longer needed, but trying to cancel this part of my service proved difficult.
As my broadband and most of my TV package were out of contract on 14 July, I decided to switch provider. I signed up with Virgin Media, who offer a much more comprehensive package with High Speed Fibre for considerably less than Sky. This was installed a week ago, and although the switchover was not due until 14 July, at around midnight on 9/10 July, Sky disconnected me. As Virgin had already installed my broadband/TV package that day, this was not a major problem. At the same time, to avoid Sky continuing to take payments from my bank, I cancelled the direct debit. I emailed Sky to explain that if they send me an invoice for any genuine outstanding charges, I will pay by bank transfer. Sky had wasted no time in requesting the return of their equipment, but when the packaging arrived, there was no post-paid return label. Although Royal Mail should have been able to provide this, there is no means of requesting it on the Parcel Force website. I spent several hours trying to use the Sky chatbot to explain the problem. It failed in every way. I attempted to phone Sky using several of the listed numbers, but every time my call was answered, all I got was a recorded message telling me that my payment had not been collected and I must reinstate it. No options were available to permit me to speak to anyone. Instead, clever software clearly recognised my number and played a pre-recorded message. Every attempt to contact Sky failed, apart from emailing them as suggested with a full complaint about their services and an explanation of how I intended to clear any balance. Despite this, Sky's response to my correspondence was to instruct me to go online and use the Chat facility, which had already failed to handle my complaint, and would require me to repeat the entire history, without getting anywhere.
I am sick to death of being unable to speak to anyone in customer services at Sky, Instead, when I call, usually I am directed to an overseas call centre that does not have the authority to deal with the problem.
I am angered by Sky's unwillingness to respond professionally to my correspondence, and by their unwillingness to provide a dedicated help centre where customers can discuss their accounts with a human based in Britain. Having been a customer for so many years, this is not how I expect to be treated, but, sadly, it has become too typical of the lack of care of so many businesses. Maybe somebody in authority at Sky will respond to this in a manner that I will find satisfactory? However, I am not holding my breath!
17 July 2026
Unprompted review
The worst customer service
New Fibre Broadband installation going very wrong.
An appointment was made for an 8am-1pm install time slot. 9am: 3rd party sends text that engineer is not available but I might hear from them again by 5pm. And if they haven’t contacted me by then, the installation is cancelled and Sky will have to reschedule.
6pm, I am chatting with Sky, apologises that there is nothing they can do as it’s an “active installation”. No it’s not as the subcontractor has cancelled it. Sky agent announced that he has a 30 minute break now but will continue the conversation after that. He logs back in, starting the conversation with: End of my shift, another agent will pick this up.
30 minutes later, another agent now announces that the chat is closed for the day.
And I just received an email from OpenReach, that they have visited the premises but found the installation too complex. LIES! They never got here.
Facit: there is absolutely no point for employing people to deliver such horrific customer service. No wonder AI is taken over when the standard is set so low.
A day taken time off work, a day wasted. At my cost. Thanks Sky for failing to deliver.
17 July 2026
Unprompted review
Good until there's a problem, would not purchase again
Good until there's a problem. I purchased subscription, the subscription wasn't assigned to me, can't get to anyone to resolve it, doesn't show in my account despite being purchased and me paying for it. I'm so tired of this shit. This is such a common thing amongst large brands, I have to deal with this all the time and I'm so fed up.
BTW, I'm also pissed off for their website, incapacity to deal with things. I couldn't access movies due to "incorrect" pin. It kept getting locked, so I disabled it via app. It didn't take. My remote/tv wasn't reacting, so I changed the pin via app yesterday. It worked once, then stopped. Today I tried again, it didn't take so I tried old pin which worked. Then program kept disconnecting. I logged a complaint and asked to talk to someone , nobody got back to me. I'm getting really frustrated, and actually really angry. What the actual f***!
15 July 2026
Unprompted review
May use AI-assist with repliesRead more
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Awful experience
Awful experience, sky installed the broadband cables for a new contract but did not send the router, they turned off my Virgin Broadband who I was leaving and then left me with no Internet. Spoke with adviser Alex who looked and said "oh yes it is still with the courier" he then said there is nothing he could do and I would have to wait for the router to arrive, he acknowledged that the router was delayed and should have been with me by now and again said there is nothing he could do. I asked if he could look into the courier and he said no, I then asked to be put in touch with a manager and he said he would not do that as they couldn't tell me anything different. I said if I could get reactivated with virgin until the router comes would i get reimbursed and he said no, sky do not do that. I'm now left without Internet and , now awaiting a router that may never come and Sky could not care less.
17 July 2026
Unprompted review
Reply from Sky
Hi Lee,
Thank you for taking the time to leave a review. I'm really sorry to hear about your experience and the difficulties you've faced when joining Sky Broadband.
I can understand how frustrating it must have been to have the installation completed and your previous broadband service disconnected, only to then discover that the router hadn't been delivered. Being left without internet access because essential equipment hasn't arrived as expected is understandably upsetting, especially when you've already made the switch from another provider.
It's also disappointing to hear that, after contacting us for support, you were left feeling there were no options available to help while you waited for the delivery. When issues arise during setup, customers should feel supported and kept informed about what is happening and what the next steps are.
I appreciate that this situation has left you feeling let down at what should have been the start of your new service. Your feedback around communication, expectations, and the overall customer experience is important and helps highlight where improvements are needed.
If you'd like to discuss this further, our teams on the channels below can help you find the right support:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en
Thank you again for sharing your feedback. We're sorry for the inconvenience and disruption this has caused. Thanks, Becca.
I went in to get an iPhone 17pro max…
I went in to get an iPhone 17pro max and I got it within seconds! Michel from Meadowhall was really helpful and kind, from the service and helping us set up the phone, amazing service! (Give him a raise)
10/10 service
17 July 2026
Unprompted review
Customer service and upgrade team very…
Customer service and upgrade team very poor. Bt broadband offer deals for 24 months for £24.99 a month sky charge £37.00 they say look at it and reply £44.00 for a new contract thats what you get for loyal 7 year service as customer wont do any better , so anyone wanting better service and good price for broadband go to bt broadband not Sky
17 July 2026
Unprompted review
Reply from Sky
Hi there,
Thank you for taking the time to share your feedback. I'm sorry to hear that your recent experience has left you feeling undervalued as a long standing customer.
I can understand why this would be frustrating. When you're comparing prices and reviewing your options, it's natural to want confidence that you're receiving good value for money. After seven years with Sky, I appreciate why discussing a renewal and then finding the available options don't meet your expectations would be disappointing.
It's also clear that your interaction with our upgrade team hasn't left a positive impression. When customers take the time to contact us about their package, they should feel that their concerns are listened to and that the options available are explained clearly and respectfully.
We recognise that pricing plays a significant role in decisions about broadband providers, and your feedback about loyalty, value, and customer service is important. We're sorry that your experience has led you to feel that Sky is no longer the right fit for you.
If you'd like to discuss your package further or explore the options available, the teams on the channels below can help you find the right support:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en
Thank you again for sharing your thoughts and experiences with us. Thanks, Becca.
Worst customer service in the world
Worst customer service in the world, sky not working tried calling you can only speak with a robot who does not understand you. I have had no sky all day I am going to raise a complaint with OFCOM.
17 July 2026
Unprompted review
Reply from Sky
Hi Stephen,
Thank you for taking the time to leave a review. I'm sorry to hear that you've been left without access to your Sky services and that you've found it difficult to get the support you need.
I can understand how frustrating it is when a service stops working unexpectedly, particularly when you're unable to speak to someone about the issue and feel that the available support options aren't helping. When customers are experiencing a loss of service, they want clear guidance and reassurance that the problem is being looked into.
It's disappointing to hear that your experience with our automated support has left you feeling unheard and unable to report the issue effectively. We appreciate that not every problem can be resolved through self service tools, and it's important that customers can access the support that's right for them.
If you'd like to discuss this further, the teams on the channels below can help you find the right support for your service issue:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en
Thank you for sharing your feedback. We're sorry for the disruption and frustration this has caused. Thanks, Becca.
We were served by Sarah at the Trafford…
We were served by Sarah at the Trafford Centre, MASSIVE savings and went through everything with us making sure we got the best deal! Sarah and the other staff at the stand were great with our 6 year old making sure he was looked after and entertained! No complaints and looking forward to our new TV and deal! Thanks Sarah!
17 July 2026
Unprompted review
Several times no Luck
Several times now I have tried to log on to my e-mails run by Yahoo but through sky.com, entering your E-mail address and password then you need a six digit two step verification code BUT they never send it. If you don't receive the six digit number there is supposed to be a recovery code. I Don't have a recovery code. I rang sky going through the rigmarole of confirming who you are and trying to decide which area of Sky will be the best to help. You finally get to speak to someone who tells you That your e-mails are through Yahoo, Yes for a good number of years, I know this but they cant help you so put you through to another team where you sit on hold for ages put still don't get anywhere, the Customer service is not fit for purpose and is very frustrating . Please Sky for the love of Sanity do something positive with your customer service
17 July 2026
Unprompted review
Reply from Sky
Hi Maureen,
Thank you for taking the time to leave a review. I'm sorry to hear how frustrating your recent experience has been when trying to access your emails.
I can understand how concerning it is to be locked out of an account because you're not receiving the two-step verification code. Security measures are there to help protect accounts, but when the verification process itself isn't working as expected, it can prevent access to important emails and become incredibly frustrating.
It's also disappointing to hear about the difficulty you experienced when trying to get support. After taking the time to complete security checks and explain the issue, it's understandable that being passed between teams without a clear resolution would leave you feeling frustrated. Situations involving email access can be particularly challenging when different providers and systems are involved, but you should still feel that you're being guided towards the appropriate support.
Your feedback highlights the importance of making support journeys simpler and ensuring customers receive clearer assistance when issues arise. I'm sorry that this hasn't been your experience.
If you'd like to discuss this further and find the right support for your email access concerns, our teams can be contacted here:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en
Thank you again for sharing your feedback. We appreciate you taking the time to let us know where you've encountered difficulties. Thanks, Becca.
Absolutely appalling and non existent…
Absolutely appalling and non existent listening skills
Rang about a problem with my skyQ box and ended up getting into a nonsense conversation with a man who was very rude and disrespectful towards me
I’ve been a VIP customer for over 26 years and just wish there was someone else we could all use who could be trusted
They’re people skills are completely lacking and they just want to sell you a product you’ve not even asked about
So stressful a waste of time and energy
17 July 2026
Unprompted review
Reply from Sky
Hi there,
Thank you for taking the time to share your feedback. I'm really sorry to hear about your recent experience, especially after being a Sky VIP customer for over 26 years.
I can understand how frustrating it must have been to contact us for help with a Sky Q issue and come away feeling that your original concern wasn't being listened to. When customers get in touch about a technical problem, the focus should be on understanding the issue and providing the right support, not leaving them feeling unheard or diverted into unrelated discussions.
It's also disappointing to hear that you felt the interaction was rude and disrespectful. We want every customer to feel valued and treated with courtesy, particularly those who have been with us for so many years. I appreciate why this experience has left you feeling stressed and that your time wasn't respected.
Your comments regarding communication and listening skills are important, and it's clear that this interaction has fallen well short of the standard you expected from us.
If you'd like to discuss your experience further, the teams on the channels below can help you find the right support:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en
Thank you again for sharing your experience. We're sorry that this interaction has left you feeling so disappointed. Thanks, Becca.
Thankyou rich!
Rich was fantastic, any problems, questions and setting up my sky account for my new home, he was great with information and great guy to chat with. Thankyou Rich and Darren.
17 July 2026
Unprompted review
Terrible service for vulnerable groups
Elderly relative was a long term sky customer - able to provide lots of security details but certain information no longer available as significant memory problems.
Broadband stopped working and phoneline has gone very crackly - both required for medical devices
Multiple attempts to report and received absolutely no support including from the so called accessibility team despite providing proof that I could legally support with these matters
Terrible customer service
17 July 2026
Unprompted review
Reply from Sky
Hi there,
Thank you for taking the time to leave a review. I'm sorry to hear about the difficulties your relative has experienced, particularly given the importance of their broadband and phone service.
I can appreciate how worrying it must be when a phone line becomes unreliable and broadband stops working, especially when these services are needed to support medical equipment. In circumstances like these, resolving faults and ensuring the right support is available becomes even more important.
It's also disappointing to hear that, despite providing information to demonstrate you were authorised to assist, you felt unable to get the help needed. I understand how frustrating it must have been to make multiple attempts to report the issue and still feel that your concerns weren't being properly addressed.
We recognise that customers with additional needs, and those supporting them, should feel supported throughout the process. I'm sorry that this wasn't your experience and that you've been left with such a negative impression of the service received.
If you'd like details for our Accessibility teams so they can have another look into this given the circumstances, our teams on the channels below can help you with contact details:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en
Thank you again for bringing this to our attention. We're sorry for the concern and frustration this situation has caused. Thanks, Becca.
IZ was amazing
IZ was amazing, very helpful & went above and beyond to help
17 July 2026
Unprompted review
This outfit has got to have the worst…
This outfit has got to have the worst customer service by far. The fact this company can only attain ONE Star speaks volumes. I challenge anyone to ring and once through to India that's when the fun starts. Put your phone on record .lnitially when you ring 0344 2410333/ 03442411280 you may get someone from Scotland answer who after going through "security" quickly offload you to India / south Africa anywhere but the UK.
Once through to their call centres you will get very loud shouting screaming babies crying in background .The best one was and it was confirmed a PARROT squawking in the call handlers home.This is not a wind up.And the best bit is they state calls may be recorded.Absolute joke of a company. 3 Years ago we had everything SKY TV broadband almost £100 per month cancelled the lot. we have now got rid of our phone packages x2 .WAKE UP SKY.
17 July 2026
Unprompted review
Reply from Sky
Hi Paul,
Thank you for taking the time to share your feedback. I'm sorry to hear that your experience with our customer service teams has left you feeling so disappointed.
I appreciate that clear communication is important when contacting support, and it's frustrating when the experience doesn't meet your expectations. It's also understandable that background noise during a call could make an already difficult conversation even more challenging.
I can see from your review that you've made significant changes to your services over the years and have ultimately chosen to leave both your TV, broadband and mobile products behind. That's obviously disappointing to hear, and I'm sorry that your more recent interactions have not reflected the level of service you expected from us.
We recognise that when customers get in touch, they want a smooth experience, clear information, and confidence that their concerns are being understood. Your feedback highlights where you feel we've fallen short of that standard, and we appreciate you taking the time to share it.
If you need further assistance, our teams on the channels below can help you find the right support:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en
Thank you again for sharing your experience. Thanks, Becca.
James at Sky Manchester sold me a sky…
James at Sky Manchester sold me a sky sports package, he explained everything in detail. He is truly remarkable and has a good customer service.Definitely I rate the service is a perfect 10 out of 10
17 July 2026
Unprompted review
Joe gave good service and I’m happy
17 July 2026
Unprompted review
Just like to say the way there talk to…
Just like to say the way there talk to the customer are rude and awful just like virgin media treat the customers like crap all the time also take money out of your bank when there I and don't give it back.
17 July 2026
Unprompted review
Reply from Sky
Hi Mr Gillard,
Thank you for taking the time to leave a review. I'm sorry to hear that you've come away from your experience feeling so frustrated.
It's particularly disappointing to hear that you felt the way you were spoken to wasn't respectful. We understand how important good communication is when customers contact us for support, and nobody should feel that their concerns aren't being taken seriously.
I also appreciate the concerns you've raised about payments from your bank account. Issues involving billing can be worrying and it's understandable to want clear explanations and timely resolutions when something doesn't look right.
Your comments about both customer service and account management are important, and we're sorry that your experience has led you to feel this way. If you'd like to discuss your concerns further, the teams on the channels below can help you find the right support:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en
Thank you for sharing your feedback with us. Thanks, Becca.
14 years a customer - what a joke!
14 years a customer. Switching to Sky stream at £130 a month. Wrong Bill 3 times
6 hours on the phone trying to get the bill right
Customer Services don't ring back
Products removed without agreement
Sent round in circles by customer services in India
Customer service operators refusing to put me through to managers and terminations.
What a joke!
17 July 2026
Unprompted review
Reply from Sky
Hi there,
Thank you for taking the time to leave a review. I'm really sorry to hear how disappointing your experience has been, especially after being a Sky customer for 14 years.
I can understand why you'd be frustrated after making the switch to Sky Stream and then having to spend so much time trying to correct billing issues. Having the same problem reoccur multiple times is frustrating enough, but spending around six hours on the phone trying to get things resolved would understandably test anyone's patience.
It's also disappointing to hear that products were removed from your account without your agreement and that promised callbacks didn't happen. When customers contact us for support, they should feel that actions are clearly explained, agreed with them, and followed through properly.
I appreciate your concerns regarding being transferred between teams and feeling unable to speak with the people you needed to. You should feel listened to and supported when trying to resolve issues, not left feeling as though you're going around in circles.
If you'd like to discuss your concerns further, the teams on the channels below can help you find the right support:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en
Thank you again for sharing your feedback. We're sorry that your recent experience has left such a negative impression. Thanks, Becca.
The worst mobile company
I've had Sky Mobile for a while. The guy said if I took the SIM credit builder, after six monthly payments on time, I could upgrade, *guaranteed* me on the phone, which I questioned, but he assured me I'd be able to upgrade to a handset. More than six months in, the SIM is paid early or on time every month. I tried again but was declined, advised to try something smaller, so I tried headphones, no. Another advisor wanted to try again (to which I refused). So not only was I mis-sold a product, I was also damaging my credit score with these checks. I asked to lodge a complaint, and it doesn't seem to have been done. I told Sky not to call again, so I just had a call off someone. I immediately said, "No, sorry, not interested." "Oh, I'm not selling you anything, it isn't a sales call." Wait for it! "So what do you want?" "Oh, I just wanted to inform you about our great deal on the new iPhone." Really! Does sky litreally listen to their PAYING customers?
1.no complaint logged
2.hounded by sales calls
3.mis sold a product despite advisor guarantees
4.language barriers feel like im repeating myself over and over
5.how many times before sky listens and stops calling
17 July 2026
Unprompted review
Reply from Sky
Hi Mason,
Thank you for taking the time to share your experience. I'm sorry to hear how disappointed you've been with both the advice you received about the SIM Credit Builder and the contact you've continued to receive afterwards.
I can understand why this has been frustrating. If you were left with the impression that making payments on your Sky account on time would guarantee acceptance for a future device upgrade, it's understandable that you'd be disappointed when a subsequent application was declined. While maintaining a good payment history can help build your credit profile, our credit and affordability assessments use a range of information and checks at the time of each application. Because of this, approval can't be guaranteed, and I'm sorry this wasn't made clear during your original conversation.
It's also disappointing to hear that you don't feel your complaint was logged correctly and that you've continued to receive calls after asking not to be contacted. If you'd prefer not to receive marketing calls from Sky, you can review and update your communication preferences here:
👉 https://www.sky.com/mydetails/data-and-personalisation
This allows you to manage how we'd contact you going forward.
We also appreciate your feedback regarding the repeated explanations you've had to provide when contacting us. You should feel listened to and understood, and I'm sorry that this hasn't been your experience.
If you'd like to discuss your concerns further, our teams on the channels below can help you find the right support:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en
Thank you again for sharing your feedback. We're sorry for the frustration this situation has caused. Thanks, Becca.
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