I just join the sky broadband recently like a week ago. Today i got a call from someone said they are going to send me a booster to my house and arrange someone to install it. I find the guy doesn't k... See more
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city fibre not able to connect fibre as their was a blockage on my street. sky have no authority it seems to get them sorting the problem out. some of the phone calls i had with sky were unbelie... See more
I have just agreed to change from SKY to Vodaphone. SKY provide a good service and I have been happy with them and I would not wish to put anyone off signing up. However at the end of the contract t... See more
Poor service Tried sky stream in s new property, poor reception, poor picture quality, picture freezing etc so decided to revert back to sky Q, sky stream cancelled immediately! Had to wait for 10 d... See more
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Company details
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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.
Contact info
United Kingdom
- www.sky.com
2.7
Poor
30k reviews
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SKY WIFi Drop outs
Good morning,
I am writing to formally raise a complaint regarding our ongoing Wi-Fi connection issues. The Wi-Fi frequently drops out even when we are in the same room as the router. Your team has suggested adding Wi-Fi boosters, but a booster will not resolve dropouts occurring next to the router itself. Furthermore, we were offered these boosters last week for an additional £1.50 per month, and now the price has increased to £4.00 per month. We should not have to pay extra to fix a service that is fundamentally not working as advertised.
We previously requested a replacement router to see if it would resolve the issue, but your team refused. Our previous service with EE never experienced these dropouts, which suggests the current router's antenna is inadequate.
We feel that we are paying for a service that does not work, while your team refuses to provide a replacement router or a viable resolution. Instead, we are repeatedly being pressured to purchase add-ons, which feels like a sales tactic rather than customer support. We have already raised this complaint with your team and provided feedback on Trustpilot, yet nothing has been resolved.
We are currently locked into this contract, as the switching credit from other providers will not cover our early termination penalty fees. We do not want further conversational reassurances; we simply want this technical issue resolved immediately.
Please arrange for a solution, such as a replacement router, as soon as possible.
Thanks
5 June 2026
Unprompted review
Reply from Sky
Hi Ty, Thank you for taking the time to leave such detailed feedback. We can understand how frustrating it must be to experience regular WiFi dropouts, particularly when they are happening while you're in the same room as the router.
It's clear from your review that you've already spent time trying to get this resolved, and we appreciate why being advised about WiFi Max and boosters wouldn't feel like a solution when the issue appears to be occurring at the router itself. We also understand your concerns about paying additional monthly costs when you're experiencing problems with your existing service.
While router replacements aren't something that can always be arranged automatically, we'd expect all available troubleshooting and diagnostics to be completed to identify the cause of the issue and the most appropriate resolution. It's disappointing to hear that you feel your concerns haven't been addressed despite previous contact and feedback.
If you're still experiencing these connection issues and would like our Social Media team to take a fresh look at the account and troubleshooting completed so far, you can contact us here:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thank you again for sharing your experience and feedback.
Thanks, Heather
Foreign call centres not fit for purpose
Foreign call centres not fit for purpose
I had to speak to 9 different people for over 5 hours to achieve a simple task.
The first 8 were from foreign call centres and clearly had no idea what they were doing.
I accepted an offer of compensation not because it was fair, but because I simply couldn’t be bothered to waste any more of my time.
I have been with sky for over 25 years, but won’t be for much longer. Appalling customer service from a company who prioritises cost cutting over everything else.
31 August 2026
Unprompted review
Reply from Sky
Hi Robert, Thank you for sharing your feedback and for being with Sky for over 25 years. We can appreciate how frustrating it must have been to spend so much time trying to complete what should have been a straightforward task, especially when you felt you were being passed between multiple advisors before getting a resolution.
It's disappointing to hear that this experience left you feeling this way. We know how valuable our customers' time is, and we understand why having to repeat yourself across several conversations would have been frustrating.
Sky employs teams across multiple locations worldwide, and regardless of where a contact centre is based, all of our advisors receive the same training and support to help with customer queries. Our phone system also isn't able to route calls to a specific region or team.
We appreciate you taking the time to share these concerns. Feedback like this helps us understand where we need to do better and improve the experience we provide for our customers.
If there's still an unresolved issue that you need help with, you can get in touch with our Social Media team using the links below:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thanks again for leaving your review.
Thanks, Heather
E.mailed to cancel subscription due to…
E.mailed to cancel subscription due to having to move because of failing health. Received phone call from obvious foreign call centre stating that I couldn't cancel unless I paid for the full service. I am a pensioner and now seriously ill and no longer could use the service. I was expecting some kind of compassion but only got a very rude and insulting agent who could barely speak English! This is appalling service.
29 August 2026
Unprompted review
Reply from Sky
Hi Andy, Thank you for taking the time to share your experience. I'm sorry to hear about the health difficulties you've been facing and the need to move home, which must be a challenging situation to deal with.
We'd always want our customers to feel listened to and treated with understanding, so it's disappointing to hear that you were left feeling upset by your interaction with us. We appreciate you bringing this to our attention.
While we're unable to help with cancellations directly through our Social Media team, we'd be happy to make sure you're put in touch with the right team who can review your circumstances and discuss the options available to you.
You can reach us using either of the links below:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thank you again for sharing your feedback. If you'd like us to help get you to the appropriate team, please get in touch.
Thanks, Heather
My sky TV and Internet are up for…
My sky TV and Internet are up for renewal, I have a sky glass t.v . A sky sim card unlimited and a sky phone contract. The trouble with sky is the network is constantly going down so I am left with nothing to use so im screwed. They keep giving me 2 gb of data free , which is no good because I get unlimited anyway so im paying for a service they can't guarantee to work all the time and give you something you never will use i think the answer has to be never think about joining sky I'm afraid I'm done with them once contract is finished
31 August 2026
Unprompted review
Reply from Sky
Hi Ian, Thank you for taking the time to share your feedback. I can appreciate how frustrating it must be when you're relying on your TV, broadband and mobile services, only to find yourself affected by repeated connection issues. We understand how important it is to stay connected, especially when multiple services in your home depend on your broadband working as expected.
It's also understandable why receiving additional mobile data wouldn't feel helpful when you're already on an unlimited plan. We recognise that reliable service is what matters most, and we're sorry to hear that your experience has left you feeling disappointed as your contract renewal approaches.
We'd like the opportunity to take a closer look at the issues you've been experiencing and see whether there's anything we can do to help before you make any decisions about your services.
If you'd like us to investigate further, you can reach us here:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thank you again for sharing your experience. We're here if you need us.
Thanks, Heather
How hard can it be to amend an account?
I’ve been with Sky for over 25yrs. Of course we shop around Virgin, Amazon, Now etc when out of contract, but surprisingly Sky gave an ok WiFi deal. This price was promised 3 weeks ago and still they cannot change the contract to the price quoted. Engineers, managers, supervisors; none can action the price promise to the account. How on earth can an account not be changed in this day and age? So what was a surprisingly pleasant price has become an absolute farce. Promised calls have failed to materialise on every occasion, but this isn’t a shock because their customer services have been dismal over the last decade, if not longer.
As a result we’ve also given notice on our Sky TV package because it’s cheaper to be a new customer than it is a loyal one who has spent over 25k in 25yrs. A sickening amount.
So we are leaving Sky. Crazy business sense to lose another customer as clearly we can’t be counted as a new one, and they don’t commit to loyal ones. Virgin here we come.
31 August 2026
Unprompted review
Reply from Sky
Hello BJE,
Thank you for taking the time to share your feedback and for being a Sky customer for over 25 years. We are sorry to hear that what initially appeared to be a competitive renewal offer has turned into such a frustrating and disappointing experience.
We completely understand your frustration at being quoted a price, agreeing to it and then finding that weeks later the change has still not been applied to your account. We appreciate how difficult it is to understand why something that should be relatively straightforward has required involvement from multiple teams without a resolution being delivered. We also recognise how disappointing it must be to have been promised call backs that did not happen, leaving you feeling ignored and without the support you expected.
It is particularly disappointing to read that this experience has led you to cancel your TV service and make the decision to leave after more than two decades with us. We understand why you feel let down, especially given the loyalty and significant investment you have made over the years. Every customer should feel valued and we are sorry that this has not been reflected in your recent interactions with us.
Your comments regarding the service you have received, the lack of follow-through and the difficulties in honouring the agreed price are concerning and we appreciate you bringing them to our attention.
We would welcome the opportunity to review your account and the history of this issue in more detail. Please do contact us, so we can investigate what has happened and ensure your concerns are fully reviewed.
Thank you again for your feedback. We are sorry that your recent experience has overshadowed what has otherwise been a long relationship with Sky.
You can get in touch with us by using these links:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thanks, Jason
Awful customer service
Awful customer service. Would avoid and use a different service.
Im writing this review, however, am aware Sky representatives will not even take time to read it or even care.
Today I had an engineer booked to install my sky in my new address, waited in all afternoon (time slot 1200 - 1700) on a bank holiday Monday, for no one to arrive!
Then get a message stating I had changed the date to 5th September and I was getting charged!
Sky phoned at 6pm and stated an engineer had taken emergency leave and couldn't attend so id been refunded the £25? Not acceptable as I should have had a call earlier in the day if known this.
At the same time my husband was also on the phone with another Sky representative who stated the 5th September had never been booked, even though I had 3 confirmation emails on my Sky app for this date. Now they are saying someone will come on the 10th and they cannot offer any other compensation.
I will be paying over £100 for my monthly bill and have have no Sky service for a month. How is this acceptable and why is no one taking responsibility. No Sky manager withing the UK fir this company available to speak with, only call takers in India who have zero authority or customer care.
How do I escalate further? Legal team? Media?
31 August 2026
Unprompted review
Reply from Sky
Hello S. RETTER,
Thank you for taking the time to share your experience. We are very sorry to hear about the difficulties you have encountered during what should have been a straightforward installation at your new address.
We completely understand how frustrating it must have been to wait in all afternoon during the scheduled appointment window, only for no engineer to arrive. We appreciate that finding out later in the day that the appointment could not be attended due to emergency leave would have been disappointing, particularly when earlier communication could have helped you avoid losing valuable time.
We also recognise how confusing and concerning it must have been to receive conflicting information regarding your installation date, especially when you had confirmation emails showing the booking details. We understand why this has left you feeling that responsibility has not been taken for the issues you have experienced.
This is not the level of service we aim to provide and we are sorry that your introduction to Sky at your new home has been such a negative one. We appreciate your concerns regarding the delays, the missed appointment, the communication you received and the impact of being without service while still anticipating significant monthly costs.
We would like the opportunity to review your account and the history of the installation in more detail so that we can fully understand what has happened and ensure your concerns are investigated appropriately. Please do contact us and we will be happy to look into this further.
We sincerely apologise for the inconvenience and frustration caused, and we thank you for bringing these concerns to our attention.
You can get in touch with us by using these links:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thanks, Jason
Actually one star is too many
Actually one star is too many. If you want to preserve your sanity DON’T subscribe to Sky TV. My Sky box crashes at least 3 times each day, it is always losing internet connection, or volume or the programme just freezes, and don’t even think about trying to pause a programme, as this always makes it have a complete meltdown. I don’t believe I have had a single evening where I have been able to watch TV without having to switch the box off at the wall to reboot the system. Even when it does work the system is slow and ‘clunky’.
The system needs a complete upgrade so that it can provide the customers who are paying Sky with the service they deserve.
31 August 2026
Unprompted review
Reply from Sky
Hello Caroline,
Thank you for taking the time to share your feedback. We are very sorry to hear about the ongoing issues you have experienced with your Sky box and appreciate how frustrating this must be, especially when it is affecting your ability to enjoy TV on a daily basis.
We understand how disappointing it is when your box crashes repeatedly, loses connection, freezes during viewing and requires frequent reboots just to restore service. We also appreciate how frustrating it must be when features such as pause and playback do not work as expected, particularly when these are functions you should be able to rely on.
It is clear from your review that these issues have had a significant impact on your viewing experience and we are sorry that the service has not met your expectations. We never want customers to feel that they are struggling with the equipment every time they sit down to watch television.
We would like the opportunity to investigate the problems you have described and determine whether there is an underlying issue with the setup, connection or equipment that needs to be addressed. Please contact us so we can look into this further.
We apologise for the frustration and inconvenience this has caused and thank you for bringing your concerns to our attention.
You can get in touch with us by using these links:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thanks, Jason
Joe was extremely helpful and very…
Joe was extremely helpful and very informative of processes and products
31 August 2026
Unprompted review
Good service amazing support from Elia/…
Good service amazing support from Elia/ Ilia, very helpful and nice. 10/10
31 August 2026
Unprompted review
After being with sky over 21 years and…
After being with sky over 21 years and having no issues at all, soon as I say I'm leaving everything goes wrong--broadband, price increase hikes up, customer service is rubbish and rude ! Tf I'm leaving if that's their attitude
31 August 2026
Unprompted review
Reply from Sky
Hello Jayne,
Thank you for taking the time to leave a review and for your loyalty over the past 21 years. We are sorry to hear that, after such a long period without issues, your recent experience has left you feeling disappointed and frustrated.
We understand how upsetting it must be to feel that the level of service changed when you made the decision to leave. Concerns regarding broadband performance, price changes and the way you were spoken to by our customer service teams are all matters we take seriously. We never want any customer to feel that they have been treated poorly or without respect, regardless of the decisions they make about their services.
Your feedback is particularly concerning given the length of time you have been with us. Long-standing customers should feel valued throughout every interaction and we are sorry that this was not reflected in your experience.
We would welcome the opportunity to look into the issues you have raised and review the service you received. Please do contact us and we can investigate this further for you.
Thank you again for your feedback. We are sorry that your relationship with us has ended on such a disappointing note.
We apologise for the frustration and inconvenience caused, and we appreciate you bringing your concerns to our attention.
You can get in touch with us by using these links:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thanks, Jason
DONT DO IT!!!!!
DONT DO IT!!!!!
Over £100 a month just for the basics and none of it ever works properly! Fastest of fast broadband (apparently) just drops out multiple times a day and cant handle juste trying to watch YouTube, the live play/pause never works properly, all the apps dont work properly, constantly need to reboot the mini box for it to work, the list is endless and the service is shit
31 August 2026
Unprompted review
Reply from Sky
Hello Victoria,
Thank you for taking the time to share your feedback. We are sorry to hear how disappointed you have been with both the reliability of your services and the value you feel you are receiving.
We understand how frustrating it is when your broadband drops out repeatedly, streaming services do not work as expected, live pause and playback features are unreliable and you find yourself regularly rebooting equipment just to regain normal functionality. When you are paying for services, you should be able to enjoy them without ongoing interruptions and we appreciate how disappointing it must be when this is not the case.
The experience you have described is not the standard we aim to provide and we understand why this has led you to feel let down. We recognise that recurring technical issues can have a significant impact on everyday use, particularly when they affect multiple aspects of your service.
We would like the opportunity to look into these concerns further and review what may be causing the problems with your broadband and TV equipment. Please contact us and we can investigate this in more detail.
We apologise for the frustration and inconvenience caused, and we appreciate you bringing your concerns to our attention.
You can get in touch with us by using these links:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thanks, Jason
Useless undertrained amateurs that lie…
Useless undertrained amateurs that lie and keep your money…I’ve enquired every weekend this month and been lied to every phone call and still not received my refund….i would never use these clown ever again…pathetic service from a bunch of half wits
31 August 2026
Unprompted review
Reply from Sky
Hello Darryl,
Thank you for taking the time to share your feedback. We are sorry to hear about your experience and completely understand how frustrating it must be to repeatedly contact us regarding a refund and still feel that the issue has not been resolved.
We recognise that being given conflicting information, especially over multiple conversations, can damage trust and leave you feeling let down. This is not the level of service we aim to provide and we appreciate how disappointing it must be to spend so much time chasing an outcome that should have been handled more efficiently.
We are particularly concerned by your comments regarding the communication you received and the delay in processing your refund. We understand why this has left you with a negative impression of our service and we sincerely apologise for the frustration and inconvenience caused.
We would welcome the opportunity to review your case in more detail and understand exactly what has happened. Please contact us so we can investigate the matter further and ensure your concerns are fully reviewed.
Thank you again for bringing this to our attention, and we are sorry that your experience has fallen short of expectations.
You can get in touch with us by using these links:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thanks, Jason
Sky customer services are non existent.
Sky customer services should be renamed
to "Customer dis service". On 3 occasions operators have supposedly resolved my tv problems. After lots of promising, reassurances of call backs (that never happened), ages on the phone and time spent waiting for an engineer ( that never came) I am still without tv after 12 days. What an appalling service.
What has happened to sky!!!!! Would no longer recommend it to anyone.
31 August 2026
Unprompted review
Reply from Sky
Hello Kim,
Thank you for taking the time to share your experience. We are very sorry to hear that you have been left without your TV service for 12 days and that multiple attempts to resolve the issue have not delivered the outcome you were promised.
We completely understand how frustrating it must be to spend significant time on the phone, receive assurances that the problem has been fixed, be promised callbacks that never arrive and then wait for an engineer who does not attend. We appreciate that after several unsuccessful attempts to resolve the issue, your confidence in our service has been seriously affected.
The experience you have described is not the standard of service we aim to provide. We understand why you feel disappointed and let down, particularly when you have repeatedly sought support and have yet to see a resolution.
We would welcome the opportunity to review your case in more detail and understand what has happened. Please do contact us and we can investigate this further.
We sincerely apologise for the inconvenience and frustration caused, and we thank you for bringing your concerns to our attention.
You can get in touch with us by using these links:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thanks, Jason
Wasted all morning over 2 hours for a…
Wasted all morning over 2 hours for a Sky executive to phone as promised about my complaint of course they never bothered SKY you suck!
31 August 2026
Unprompted review
Reply from Sky
Hello Anni,
Thank you for taking the time to leave a review. We are sorry to hear that you spent over two hours waiting for a promised call regarding your complaint, only for that call not to take place.
We completely understand how frustrating and disappointing this must have been, especially when you had set aside part of your day expecting to discuss and resolve your concerns. When a callback is arranged, we appreciate that our customers expect us to follow through on that commitment and we are sorry that this did not happen in your case.
This is not the level of service we aim to provide and we understand why this experience has left you feeling let down. We would like the opportunity to review what happened and investigate why the callback was missed.
Please do get in touch and we will be happy to look into this further.
We apologise again for the inconvenience caused and thank you for bringing this to our attention.
You can get in touch with us by using these links:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thanks, Jason
1 STAR IS ME BEING VERY GENEROUS
1 STAR IS ME BEING VERY GENEROUS – Sky Management Should Be Embarrassed
Sky Management,
Congratulations. You have somehow managed to turn what should have been a simple change of address into an absolute disaster — and, even more impressively, managed to disconnect an entirely different family in the process.
I moved house and contacted Sky to arrange the transfer of my broadband. I gave your customer service representative my correct new address and postcode.
You would think that correctly entering a postcode would be one of the more basic requirements of working for a broadband company.
Apparently not.
The woman I dealt with was completely incompetent and clearly had very little understanding of what she was actually doing. During the call, she repeatedly read parts of the contract to me. Then, after already doing so, she suddenly stopped and told me she needed to read the contract to me.
Yes — she had already read it to me.
At that point I genuinely wondered whether I was dealing with Sky Customer Service or accidentally participating in a Sky employee training exercise.
But then things went from bad to completely ridiculous.
She entered my postcode incorrectly.
Because of Sky’s mistake, our broadband wasn’t connected at our new address.
But don’t worry — Sky DID manage to achieve something.
You cancelled another family’s internet instead.
Outstanding work.
So, let me get this straight:
I gave Sky my correct details.
Sky entered them incorrectly.
Sky then cancelled another customer’s broadband.
Sky failed to connect my broadband.
And now WE are being told that this is our problem and that WE have to wait while Sky fixes its own mistake.
We’ve already been without internet for two weeks.
We have now been told that reconnecting the other family could take up to 21 days.
Once Sky eventually sorts out the problem that Sky itself created, we can apparently reapply for our own broadband — which could then take another 30 days.
Potentially seven weeks without broadband because someone at Sky couldn’t enter a postcode correctly.
SEVEN WEEKS.
And somehow, despite not having the service, we are still being charged for broadband.
Absolutely brilliant.
The billing department is a joke. Customer service is a joke. The whole process appears to be designed around passing the problem from one department to another until the customer eventually gives up.
Nobody seems willing to take responsibility.
Nobody seems interested in fixing the problem.
And apparently nobody at Sky thinks it is unreasonable to continue charging a customer for a service they aren’t receiving.
Sky Management — is this genuinely acceptable to you?
When your employee makes a mistake, your company disconnects the wrong customer, and your systems then prevent another customer from getting connected, why is the solution to simply tell the customer:
“Sorry, you’ll have to wait several weeks.”
Why isn’t Sky fixing its own mistake as a matter of urgency?
Where is the escalation?
Where is the accountability?
Where is the compensation?
And most importantly, why are we being charged for a service we don’t have?
I understand that mistakes happen. Nobody expects a company to be perfect.
What I do expect is basic competence, accountability and customer service.
Instead, we’ve experienced incompetence from customer service, an administrative disaster, completely unacceptable delays and a billing department that seems perfectly happy to take our money while Sky fails to provide the service we’re paying for.
Sky is one of the biggest telecommunications companies in the UK. You would think moving a broadband service from one address to another would be something you’ve managed to figure out by now.
Apparently not.
Sky Management should be absolutely embarrassed by this.
You have taken a straightforward house move and turned it into a situation where one family has been disconnected, another family has been left without broadband, and the customers are expected to sit around and wait for weeks while Sky cleans up its own mess.
And somehow, we’re supposed to believe this is acceptable customer service.
It isn’t.
If you’re considering Sky Broadband, think very carefully before giving them your money.
Because if something goes wrong, don’t expect Sky to take responsibility or resolve it quickly.
You might just end up paying for broadband you don’t have while being told to wait weeks for Sky to fix a problem Sky caused in the first place.
Sky Broadband: where entering the wrong postcode can apparently create a seven-week customer service disaster.
⭐ 1 star is me being VERY generous.
If Google and Trustpilot allowed zero stars, that’s exactly what this experience deserves.
2 August 2026
Unprompted review
Reply from Sky
Hello Johan,
Thank you for taking the time to share your experience. We are very sorry to read about what has happened and fully appreciate how frustrating and disappointing this situation must be, particularly during what should have been a straightforward home move.
From what you have described, an error during the transfer process resulted in your broadband not being connected at your new address and caused disruption to another household as well. We completely understand why this has left you questioning the level of service and accountability you have received. Being without broadband for an extended period, while trying to get the issue resolved through different teams, is not the experience we want for any customer.
We also recognise your concerns regarding communication, the delays involved in correcting the problem and the fact that you have been discussing charges for a service you have not been able to use. We understand why this would add to your frustration and why you feel let down by the support provided so far.
We never want our customers to feel that responsibility is being passed between departments or that their concerns are not being taken seriously. Your feedback highlights several areas where we have clearly fallen short of expectations and we are sorry for the impact this has had on you and your family.
We would like the opportunity to review your account and the actions taken so far in more detail. Please contact our Team through the details provided, so we can investigate the matter thoroughly and ensure your concerns regarding the installation, timescales, billing and any appropriate resolution are fully reviewed.
Once again, we sincerely apologise for the experience you have had and thank you for bringing these concerns to our attention.
You can get in touch with us by using these links:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thanks, Jason
A great outcome!
After posting a negative review on 29th August I followed the link sky sent in their response. I wasn't very hopeful of a positive outcome as my discussion was via a live chat. Michelle was not able to resolve things for me but was very helpful & understanding & provided a further point of contact. As a result I have now signed up for a further 2 year contract. I am now a very satisfied customer. Thanks to all involved at the various sky teams who looked after me today.
31 August 2026
Unprompted review
Account Credit that never arrives
My Broadband and eventually all SKY services were out for approx 3 weeks due to a fault on the line.
I have been promised an account credit due to the loss of service and for having to make all the calls during the down time to get updates.
I have since called numerous occasions to enquire about the account credit. Every call takes over an hour as I get passed from department to department with nobody taking ownership. My most recent call was over 2 weeks ago where I was promised by an operator who gave me their work tag and told me due to Sky Broken Promise policy that I would not fail to get my account credit within 5 working days. 2-3 weeks later, I have nothing as usual.
20 June 2026
Unprompted review
Reply from Sky
Hi there. Thank you for taking the time to share your experience. We are sorry to hear about the extended loss of your broadband and Sky services, and we understand how frustrating it must have been to be without service for around three weeks.
We also appreciate your disappointment regarding the promised account credit. Having to make multiple calls, spend significant time being transferred between departments, and then not receive the outcome that was discussed is not the level of service we aim to provide. We can understand how disheartening it must feel, particularly after being assured that the credit would be applied within a specific timeframe.
Your comments about the lack of ownership and the repeated need to chase for updates are concerning, and we recognise the inconvenience and effort this has caused. Customer feedback like yours helps highlight where we need to improve both our communication and the way we handle follow-up actions.
We would like the opportunity to look into this further and review what has happened with your account credit request. You can get in touch with us by using these links:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thanks again for taking the time to share your thoughts. We’re here whenever you need us.
Thanks, Matt
I ordered to switch to Sky internet…
I ordered to switch to Sky internet over two weeks ago. My activation date was due three days ago and I was not sent a router; it said awaiting dispatch on my account. I called customer service 5 times that day and every time I called I got a different response. One person even told me they would "personally handle the situation" to make sure the router was shipped to me the same day, and would call me back before 6pm but did not ever call me back. Someone else told me it would take a month to get me the router and set up internet with. Someone else told me to wait a few more days for the router to arrive.
31 August 2026
Unprompted review
Reply from Sky
Hello. Thank you for taking the time to leave a review. We are very sorry to hear about your experience and can appreciate how frustrating it must have been to reach your activation date without receiving your router, especially after being given conflicting information during multiple calls.
We understand how disappointing it is to be told that someone would personally oversee the issue and call you back, only for that commitment not to be fulfilled. The inconsistent updates you received regarding dispatch and installation times are also not the level of service we aim to provide.
We recognise the inconvenience and uncertainty this situation has caused, and we would like the opportunity to look into what has happened with your order and provide clarity on the next steps. You can get in touch with us by using these links:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thanks again for taking the time to share your thoughts. We’re here whenever you need us.
Thanks, Matt
Neil was very helpful
31 August 2026
Unprompted review
1 hour on webchat trying to rejoin sky
1 hour on webchat trying to rejoin sky.
Absolutly inept. 5 ot 5 minutes between replies.
One of the most painful anti sales teams ever
edit - it ended up beign 1 hour 34 mins on webchat, farcical
31 August 2026
Unprompted review
Reply from Sky
Hello, Anthony. Thank you for taking the time to leave a review. We're sorry to hear that your experience trying to rejoin Sky was so frustrating.
We understand how disappointing it is to spend such a long time on webchat, particularly when there are significant delays between responses. This is not the experience we want for customers looking to join or rejoin us, and we appreciate how this would have made the process feel unnecessarily difficult.
Your feedback has been noted and will be shared with the relevant teams so they can review the service being provided and identify opportunities for improvement. We value your interest in returning to Sky and regret that your experience did not reflect the standard of service you expected.
Thanks, Matt
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