I’ve been with Sky for 23+ years. I’m totally fed up with the annual haggling over mid-term contract price rises, and the fact that you are unable to walk away from your TV contract when they hike the... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Yesterday my partner phoned Sky using her mobile phone to cancel her contract as she has moved house. The line was very noisy (like the other side of the world), and we could not hear what the Sky c... See more
Company replied
Mixed review this was encouraged by sky to get sky didgital we fot sky glass tv and broadband . We unfortunatly were miss sold. Broadband cant cope eith aditional devices and puc's intermittent broadb... See more
Company replied
My 2 year contract with Sky for tv and broadband is nearly up and the price I will be paying has more than doubled for both. I looked at the offers for a new subscriber to see my package is... See more
Company replied
Company details
Written by the company
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
28k reviews
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Very helpful
Mark was very helpful in getting our tv and broadband, made sure we can get the best deal and package
Made us feel very welcome and explained everything we were getting
2 June 2026
Unprompted review
A truly shocking experience so far
A truly shocking experience so far, taken two days off work for them to install broadband both times no one turned up, no call nothing. Call customer service, they say nothing to do with them they have no control over the installation team!!!! Complain on here they send a link to Facebook and instagram, which I don't do. So left in limbo. This could go on for months at the current rate as ordered this 2 weeks ago..... CEO needs to be sacked for starters and someone with a few brain cells need to be put in charge. The government need to look into theses so called broadband companies as the internet is a lifeline to businesses and individuals
28 May 2026
Unprompted review
Excellent service from josh on the sky…
Excellent service from josh on the sky stand in blackburn. Firstly he managed to get me a good deal on my broadband keeping a customer of sky and secondly help me with some issues as I was struggling to call up and change my package. 100% recommend.
2 June 2026
Unprompted review
I was assisted today by a very lovely…
I was assisted today by a very lovely gentleman named Elvis. He ensured it was a pleasant experience answering all of my questions and concerns in a professional and reassuring manner.
2 June 2026
Unprompted review
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Absolute worst company ever
Absolute worst company ever, SKY TV has never ever worked for 12 months, many many calls to try fix and they couldnt fix it. Tried to charge me early termination fee to cancel even though there service didn't work. Finally canceled with no charge. Been on phone to them 4/5 hours + to get the monthly refund back. Get passed onto 10 different departments every time in every hour phone call. Still not resolved absolute worst company ever - AVOID at all costs. There more than happy to take your money but not sort issues and refunds.
2 June 2026
Unprompted review
Reply from Sky
Hi there, I’m really sorry to read about your experience, this sounds incredibly frustrating, and I completely understand why you’d feel let down after everything you’ve been through.
It’s not acceptable that your TV service has been unreliable for such a long period, and I’m sorry that we haven’t been able to resolve this despite your repeated contact with us. I also apologise for the time you’ve had to spend on the phone and being passed between departments, that’s certainly not the level of service we aim to provide.
I’m glad to hear the cancellation fee was removed, but I appreciate that you’re still waiting on a refund, which only adds to the frustration. This is something we’d like to take ownership of and get properly resolved for you as quickly as possible.
Please could you contact us directly so we can investigate this directly and ensure your refund is processed without any further delays? We’ll also review what’s gone wrong here to prevent this happening again.
Thanks again for bringing this to our attention, and we appreciate your continued loyalty.
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, Norelle
Woke up this morning to have my…
Woke up this morning to have my Internet completely cut off with no warning no information no letters no messages no phone calls nothing I’m absolutely fuming. I’ve got no Internet now. I’ve not been able to prepare for it and the latest engineer can come out to install something else already installed 10 days from now really get done without this effing surprise. I already have mental health issues and this is just topped it all off.
2 June 2026
Unprompted review
Reply from Sky
Hi there, I’m really sorry to hear about your experience this morning, I completely understand how frustrating and distressing it must have been to suddenly lose your internet service without any warning, especially when you rely on it day-to-day.
This isn’t the level of communication or service we aim to provide, and I’m sincerely sorry for the impact this has had on you. I also want to acknowledge what you shared about your mental health, unexpected disruptions like this can be overwhelming, and we absolutely should have handled things better.
We’d really like to get this resolved for you as quickly as possible and review what’s happened here.
Please could you contact us directly so we can investigate
Again, I’m very sorry for the stress and inconvenience this has caused. We’ll do everything we can to put things right.
Thanks again for bringing this to our attention, and we appreciate your continued loyalty.
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, Norelle
Internet dropped off Monday night
Internet dropped off Monday night. and again last night.
I was very upset relay on internet as a solace for my severe mental health issues upwhile 1.30 am trying noway so I left it all back on come on on its own today but this is twice in two days if it's planned work sky should message people beforehand was not happy very upset.
1 June 2026
Unprompted review
Absolutely shocking connection is…
Absolutely shocking connection is always dropping
2 June 2026
Unprompted review
Reply from Sky
Good day, Lewis,
I’m sorry to hear that you’re experiencing issues with your Sky Broadband service.
So we can help you further today, please get in touch using one 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 ^Lorraine.
The worst service imaginable
I spent over two hours on the phone tonight, being transferred between eight different advisors, and I am no closer to resolving my issues than when I started.
I have lodged several complaints regarding my account over the space of 8 months. At the end of my call tonight, I was informed that I could not even speak to a manager and would have to wait 48 hours for a response. Additionally, I learned that the team, which was supposed to contact me within five working days following my previous call (which was over a week ago), closed my case without reaching out because my name and email were not included in the referral. How is that my problem? All of you work for the same organisation.
I was shuffled between the Sky Broadband and Sky TV teams, even though this was a mobile account.
The final advisor kept saying he "understood" and was "listening," yet repeatedly told me how things looked "from his perspective." When I inquired whether that perspective represented Sky's official stance or a legal viewpoint, he admitted it was only his personal opinion, which holds no significance. The incorrect information Sky has reported about my account is causing me serious real-world consequences, and rather than helping resolve it, I was told there was nothing he could do and that I would have to wait 48 hours.
This is an appalling way to treat a customer in genuine distress. There is no accountability, no ownership, no escalation, and no care. I have complaints filed with Sky, Equifax, the Ombudsman, and the ICO, and after tonight, I have zero confidence that Sky will do the right thing. I strongly advise avoiding their services.
1 June 2026
Unprompted review
Reply from Sky
Hi there, I’m really sorry to read about your experience and the level of frustration this has caused you. Spending that amount of time being passed between teams without getting any closer to a resolution is simply not the service we aim to provide, and I completely understand why you feel let down.
From what you’ve described, there were several points where we should have done better, particularly in taking clear ownership of your issue, ensuring the correct team handled your mobile query, and following through on promised callbacks. I’m especially sorry to hear that your previous complaint was closed without contact due to missing details. You’re absolutely right, this shouldn’t have been your responsibility, and we should have ensured everything was in place to reach you.
We take feedback like this very seriously, as it highlights where we need to improve, particularly around communication, escalation, and accountability. While I know this doesn’t undo your experience so far, I’d really like the opportunity to ensure your case is properly reviewed and handled by the right team with the urgency it deserves.
Please could you contact us directly, with your details, we’ll make sure this is escalated appropriately and that you’re kept updated throughout.
Again, I’m truly sorry for what you’ve been through and for the distress this situation has caused. Thank you for taking the time to share your feedback, it’s important and helps us improve.
Thanks again for bringing this to our attention, and we appreciate your continued loyalty.
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, Norelle
My 2 year contract started Feb 2025,at…
My 2 year contract started Feb 2025,at 54 pounds,they now take 79 pounds! I have had 3 calls and raised a complaint.Which was closed down with no answer.Today I wasted time chatting to the Indian call centre,and on a chat bot,they give no service and profit is all!.After 20 years I expect better..To cancel contract 300 pound was quoted.I would like to renegotiate a better deal.or go to Virgin.Nick wells
1 June 2026
Unprompted review
Reply from Sky
Hi there, Thank you for taking the time to share your experience, and I’m really sorry to hear how frustrated and disappointed you’re feeling, especially after being with us for 20 years. That isn’t the experience we want for our long-standing customers.
I completely understand your concerns regarding the increase in your monthly cost. We should always be clear about pricing changes, and it’s not acceptable that you’ve had to chase this through multiple calls and a complaint without receiving a proper response. I’m also sorry to hear your complaint was closed without resolution, that’s not the level of service we aim to provide.
We appreciate how important it is to feel valued, particularly when reviewing your contract or exploring renewal options. There may be options available to review your package and find a solution that better suits your needs, and we’d really like the opportunity to put this right for you.
So we can take ownership of this and get things properly reviewed, please get back in touch with us directly, We’ll ensure your case is looked into by the appropriate team and that you receive a clear and fair outcome.
Once again, I’m sorry for the inconvenience and the time you’ve spent trying to resolve this. We truly value your loyalty and hope we can restore your confidence in us.
Thanks again for bringing this to our attention, and we appreciate your continued loyalty.
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, Norelle
Reliable Service Undermined by Poor Account Closure Practices
Booking broadband with Sky was straightforward, and the service itself was reliable and performed well throughout our contract. However, our experience changed when the contract ended and Sky owed us money. Instead of automatically issuing a refund, they applied the balance as account credit, requiring us to contact them proactively to recover our funds.
This feels like an unfair practice and left a very negative impression. Although we switched providers due to a price increase, we had otherwise been satisfied with Sky's service and would have considered returning in the future. Unfortunately, this refund experience has significantly damaged our trust in the company.
1 June 2026
Unprompted review
Reply from Sky
Thank you for taking the time to share your feedback. While I’m really pleased to hear that you found the sign-up process straightforward and the service reliable during your contract, I’m very sorry to learn about your experience at the end, particularly around your refund.
You’re absolutely right to expect that any money owed to you is returned clearly and promptly, without you needing to chase it. The fact that you had to contact us to recover your funds, and that this left you with a negative impression, is not the experience we want to leave our customers with.
I also understand how disappointing this must feel, especially after an otherwise positive experience, and it’s concerning to hear that this has affected your trust in us to the point where you wouldn’t consider returning in the future.
Your feedback is really important, as it highlights an area where we need to improve, ensuring our processes are clearer, more transparent, and more customer-focused, particularly when accounts are closing.
If there’s anything still outstanding or if you’d like us to review what happened in more detail, we’d be happy to help. Please feel free to get in touch with us directly, and we’ll make sure this is looked into properly.
Thanks again for bringing this to our attention, and we appreciate your continued loyalty.
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, Norelle
Increasingly poor service!
Increasingly poor service! I've been a customer for almost twenty years, up until the last couple of years they were pretty good, but the last couple have been awful.
My broadband has always been questionable, I always received a discount as they're somehow unable to provide full coverage for my two bed flat. Last year I had over two months with absolutely no broadband, they were adamant there was no fault, I eventually managed to speak to someone who arranged an engineer to check the external connections and a workman had cut through my cable almost entirely whilst carrying out major roadworks a few years previous.
Unfortunately, even with my brand new cabling and switching to fibre (at an extra cost) I still can still only get a signal in about half of my property and none in my garden at all.
This year, following a price increase, I was promised a lower price and an engineer visit, only to then be charged even more and refused an engineer visit due my signal strength according to Sky - I'm back at square one.
Every time I call I seem to get hung up on or put through to completely wrong departments.
I've been promised call backs, copies of call transcripts, GDPR releases so I can escalate with someone outside of Sky - I haven't received a single thing.
£71 per month for their most basic TV package, on a 12 year old sky receiver, and WiFi that isn't fit for purpose, teamed up with appalling customer service is absolutely ludicrous.
1 June 2026
Unprompted review
Reply from Sky
Good day M
,
Thank you for taking the time to share your experience with us, and I’m very sorry to hear how frustrating things have become — especially after nearly 20 years as a customer. We truly value that loyalty, and it’s disappointing to know we’ve let you down.
It’s clear from your message that you’ve experienced ongoing issues with your broadband service, and I completely understand how frustrating it must be to have inconsistent coverage, even after upgrades and engineering work.
I’m also very sorry to hear about the difficulties you’ve faced when trying to get support.
We understand how this can add to the frustration, especially when you’ve been trying to resolve this over a long period.
We’d really like the opportunity to take ownership of this for you, review your account in detail, and ensure your concerns are properly addressed — including the service issues, billing, and the support you’ve received so far.
Please get in touch with us directly using one of the links below so we can investigate this further:
📘 Facebook: https://www.facebook.com/SkyHelpUK
📸 Instagram: https://www.instagram.com/sky_uk/
Thank you
Lorraine.
I have made a complaint
I have made a complaint, getting nowhere with Sky. I get staff who don't know what they are talking about or just don't listen, I have to do all the ringing when I am the complainant. Stupid texts where you cannot reply, calls keep going down !! Just lost all patience and faith in Sky, maybe get more traction with social media. Sky you have really let yourselves down, customer for 25+ years but will be leaving as soon as my contract expires!
30 May 2026
Unprompted review
Reply from Sky
Good day Ian,
Thank you for taking the time to share your experience, and I’m very sorry to hear how frustrated you’ve been left feeling. After 25+ years with us, this is certainly not the level of service you should expect, and I completely understand why your patience has been tested.
I’m really sorry to hear about the difficulties you’ve had progressing your complaint. Having to repeatedly chase updates, speak to different advisors, and deal with dropped calls or one-way communication is incredibly frustrating, especially when you’re trying to get an issue resolved.
This is not the experience we aim to provide, and I can appreciate how this has affected your confidence in us.
We’d genuinely like the opportunity to put things right and ensure your concerns are properly reviewed and handled with the care they deserve.
Please reach out to us directly via the channels below, where we can take ownership of your case and support you further:
📘 Facebook: https://www.facebook.com/SkyHelpUK
📸 Instagram: https://www.instagram.com/sky_uk/
Thank you again for your feedback
Lorraine.
Not a trust brand as they are taking monies by fraudent means from bank accounts
Sky needs to believe they can not do any better . When it comes to taking monies by crookedly means. This company is not a trust brand .
Taking monies from my account by fraudent means when I have no account with sky.com and never have , checking my NatWest account and seen sky.com are scamming my account for personal profits gains . Shut this these scammer's down !! Fraud on a massive scale . These regulators need to fine them for deception and fraud ! Calling customer service their excuse is it was a mistake, this is deliberate and it is probably done to hindered more consumers .
10 March 2026
Unprompted review
Reply from Sky
Hello James,
Thank you for reaching out. Please accept our most sincere apologies for the distress and alarm this situation has caused you. We take allegations of unauthorised transactions and fraudulent activity with the utmost seriousness, and we are deeply concerned to hear that you have seen charges from us despite never having held an account. It is never our intention to cause such significant worry and we understand why you feel so strongly about this matter given the impact on your personal finances.
We are committed to working with you and your bank to identify exactly how this happened, ensure the funds are returned and prevent any further occurrences.
We ask if you can please get in touch with us as soon as possible to allow us to investigate this for you and ensure your financial security is restored.
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, Jason
I requested a remote control for my…
I requested a remote control for my television. I had lost it during work was carried out in my house.
Sky said that they would send me one in replacement.
Now they are saying that I have to pay for the replacement ! It was just out of warranty they explained. I had already requested a replacement over a month ago but nothing was said about payment. This is another reason why I really want to leave sky.
23 April 2026
Unprompted review
Reply from Sky
Hello Louise,
Thank you for taking the time to share your feedback. Please accept our sincere apologies for the frustration and disappointment this situation has caused. We completely understand how upsetting it is to be promised a replacement remote control, only to be informed over a month later that a charge is required because the previous one was out of warranty.
We are truly sorry for the breakdown in communication and the delay you have experienced. You should have been given clear and accurate information regarding any costs or warranty terms during your initial request, rather than being left to wait for over a month only to receive unexpected news. It is incredibly disheartening to hear that this experience has made you want to leave our service, as we always want managing your equipment to be a straightforward and positive process.
We take your comments regarding this miscommunication very seriously and we want to ensure your account and this order are thoroughly reviewed. We will look into what occurred with your initial request to see how we can make this right and resolve this for you as quickly as possible. 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, Jason
"I had a great experience with Malik…
"I had a great experience with Malik in the sky store in West Croydon branch. The staff were friendly, helpful, and provided excellent customer service. Malik were attentive to my needs and made the whole process smooth and pleasant. I would definitely recommend this branch to others and look forward to visiting again."
Inderia Ramsay
1 June 2026
Unprompted review
Rachel
Rachel, the engineer who came,
was excellent employee from Sky.
She was very knowlegeable and explained what she was doing and installed new box on wall where cable was based and replaced hub. She connected my phone, tablet and ran tests on my landline and all running smoothly
As a customer not up to speed with technology I really appreciated her clear explanation and manner and I would recommend her as a Sky first class engineer to any customer.
1 June 2026
Unprompted review
Very helpful and friendly
Aron was >Very helpful and friendly. Would definitely recommend
1 June 2026
Unprompted review
After sky sending me a letter…
After sky sending me a letter confirming they had charged me a connection fee for moving home they then revised by saying i had not recieved any services TV so they were due me money . Fast forward to a fortnight later they then sent me a bill for wifi and had the adosity to put a 10 pound late payment fee onto my account please bare in mind that the only service i have is wifi now i am nion 100 pounds in debt for wifi pretty expensive if you ask me .
Cannot get through to anyone except people who dont understand plain and simple english , who infuriate you due to their lack of understanding and clearly learning from a piece of paper or script
1 June 2026
Unprompted review
Reply from Sky
Hello Missy,
Thank you for taking the time to share your feedback with us. Please accept our sincere apologies for the confusion and frustration caused by your recent home move and billing experience. We understand how upsetting it is to receive a late payment fee and a significantly higher bill than expected, especially after being informed that a refund or credit was due to you. This is certainly not the seamless transition we aim to provide for our customers when they move home and we are truly sorry for the stress this has caused.
We are also very concerned to hear about your experience when trying to contact us for support. It is important that our customers feel heard and understood. We regret that our communication fell short and left you feeling unheard. We take your comments regarding the clarity of our support very seriously and will use them to help improve the training we provide to our teams.
We would like to ensure that your billing is corrected and that any unnecessary fees are reviewed, as you should only be charged accurately for the services you are receiving. Please be assured that we are committed to looking into the discrepancy between the initial credit you were promised and the subsequent charges on your account. 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, Jason
Shak was very helpful and understanding…
Shak was very helpful and understanding very friendly and assisted us brilliantly. Made the process of switching everything over a smooth headache free experience. Really top guy.
1 June 2026
Unprompted review
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.