Sky Reviews 26,611

Reply from Sky

3 days ago

Hi Bhuvanesh,

Thank you for sharing your feedback. I’m sorry to hear that your experience with Sky Mobile has been so frustrating, and I appreciate you taking the time to explain your concerns in detail.

I understand you’re unhappy about the ongoing charges for your SIM only plan and the lack of clarity you felt around what would happen once the original term ended. We aim to make our pricing and contract terms as clear as possible, so it’s important we review situations like this to ensure everything has been communicated correctly.

I’m also sorry to hear that your interactions with customer service didn’t meet your expectations. That’s certainly not the experience we want anyone to have, and feedback like this helps us identify where improvements may be needed.

Regarding the network issues you mentioned such as interruptions, dropped calls and difficulties maintaining signal, I know how disruptive this can be, especially when you rely on your phone for important calls. Coverage and performance can vary depending on location and device, but we would want to understand what you’ve been experiencing so this can be properly checked.

If you’re open to it, I’d encourage you to get in touch with our Customer Service team again via our official support channels. This will allow us to review your account, billing history and service experience in more detail.

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, Nicole

Reply from Sky

3 days ago

Hi Tim,

Thank you for taking the time to share your experience. I can understand how frustrating this must feel, especially when you’re paying for a premium broadband package.

I’d like to clarify one important point that may help. Home broadband routers don’t provide 5G mobile signal. Instead, they broadcast WiFi, usually on 2.4GHz or 5GHz bands. While 5GHz WiFi offers faster speeds, its range is shorter and it can struggle outdoors or through walls, which may explain why coverage drops in your garden, even within 45 feet.

That said, you should still expect reliable WiFi performance throughout much of your home. Factors like router placement, garden layout, walls, insulation, and nearby interference can all affect signal strength.

I genuinely want to help improve this for you. Our team can check your setup, explore options such as repositioning the router or provide steps to improve the WiFi in the home.

Please get in touch with us directly so we can take a closer look and work towards a solution that better matches your 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 again for taking the time to share your thoughts. We’re here whenever you need us.

Thanks, Nicole

Reply from Sky

3 days ago

Hi there,

Thank you for taking the time to share your experience, and I'm sorry to hear how worrying this situation has been for you, particularly with a newborn at home.

I understand why reliable WiFi is so important, especially when it’s linked to equipment like a baby monitor, and I appreciate you making the urgency clear when you contacted us. I'm sorry that you feel the follow up on your case hasn’t been as timely or reassuring as you expected.

When broadband coverage or WiFi performance issues are reported, these are usually assessed through a series of checks and, where needed, follow up actions. That said, I recognise how frustrating it is when communication feels limited while you’re waiting for an update, and this clearly wasn’t the experience you were hoping for.

To ensure this is reviewed and progressed properly, I’d recommend getting in touch with our Customer Service team referencing your existing case and this review. This allows us to review the history, check what’s already been done, and ensure the next steps are clearly explained.

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, Nicole

Reply from Sky

3 days ago

Hi Stuart,

Thank you for sharing your feedback. I'm sorry to hear how dissatisfied you felt with your experience and that it led to such a frustrating outcome.

I recognise that issues such as connection stability, follow ups not happening as expected, and clarity around contracts or charges can be understandably upsetting, particularly when you feel your concerns haven’t been resolved. I appreciate why this would have impacted your confidence in the service and in how your situation was handled.

When customers report ongoing service problems, these are assessed through checks and troubleshooting to determine the cause and appropriate resolution. Contract terms, including early termination charges, are applied based on the account status at the time. However, where there is disagreement over how a matter has been handled, I understand the importance of it being reviewed fully and fairly through the correct channels.

I note your comments about debt recovery and your ultimate resolution, and I'm sorry that matters progressed to that stage. Feedback like yours is taken seriously and helps highlight areas where communication or processes may need improvement.

Thank you for taking the time to leave a review. I appreciate you sharing your perspective.

Thanks, Nicole

Reply from Sky

3 days ago

Hi Chris

Thank you for raising this and for explaining your concerns in detail. I'm sorry to hear about the worry and distress this situation has caused you.

Sky takes customer security and data protection extremely seriously. Any suggestion of fraudulent contact or impersonation of Sky channels is concerning, and I understand why you would want reassurance around the safety of how customers engage with us on social media platforms.

While we’re unable to investigate or verify account specific security matters via Trustpilot, we do have dedicated teams who can review reports of suspected fraud, phishing, or impersonation in detail and work with the relevant platforms where required. Sky will never ask for sensitive information via Facebook or other social media channels, and we always recommend customers remain cautious if contacted unexpectedly.

If you haven’t already, I’d strongly encourage you to report this directly to our Fraud and Security team via sky.com/help/articles/report-scam or through sky.com/complaints, referencing your previous contact and the concerns you’ve outlined here. This will ensure the matter is logged, reviewed, and followed up appropriately.

Thank you again for bringing this to our attention. Your feedback is important, and we appreciate you taking the time to raise it.

Thanks, Nicole

Reply from Sky

3 days ago

Hi Michaela,

Thank you for taking the time to share your experience. I'm sorry to hear how difficult and frustrating your home move and subsequent account changes have been, particularly after being with Sky for several years.

I understand your concerns around how the move was handled, including the setup of services at your new address, the creation of a new account, and the communication you received about pricing, activation of TV services, and refunds. I recognise that being given differing information at various stages, or having to follow up multiple times, can be both confusing and upsetting.

When customers move home, services and charges are typically managed based on how the account is set up at the time and the terms of any new agreements. Refunds, where applicable, are usually processed after final bills are generated, which can sometimes take longer than expected. However, I appreciate why delays or a lack of clear updates would be disappointing, particularly where multiple refunds have been discussed.

I'm also sorry to hear that you felt your concerns weren’t followed up as expected. I want to ensure that your account history, billing, and any agreed actions are reviewed fully and accurately by the right team.

If this hasn’t already been resolved, I’d encourage you to contact our Customer Service team, including your account details and a reference to this Trustpilot review. This will allow us to review the account setup, charges, and refund status in detail and provide a clear update.

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, Nicole

Reply from Sky

3 days ago

Hi KD,

Thank you for sharing your feedback. I'm sorry to hear how upsetting this situation has been for you, especially given your long history with Sky prior to the account transfer.

I recognise that there were concerns around how the account was set up, how the contract and price changes were explained, and the information you were given about cancellation charges and a potential refund. I understand how frustrating it can be when different figures or timelines are mentioned, or when expectations don’t align with what later appears on the account.

Early termination fees and refund timeframes are calculated based on account details and contract terms, and these can sometimes differ from what a customer initially expects. That said, where there’s been confusion or where advice may not have been clear, it’s important this is reviewed properly against the account history and any calls that took place.

I'm also sorry to hear that your interactions with customer service left you feeling dissatisfied. Our intention is always to provide clear, accurate information and support, and we take feedback about communication seriously.

To ensure this is looked into fully and fairly, I’d encourage you to contact our Customer Service team, quoting this Trustpilot review and including your account details. This allows us to review the account, charges, and any refund activity in detail and respond accordingly.

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, Nicole

Reply from Sky

Updated 4 days ago

Hi Jonathan,

Thanks for taking the time to share your experience. I’m sorry to hear how difficult things have been and I can see why this situation has been so frustrating, particularly with the pressures you’re under at the moment.

I understand how confusing it must have been to realise you were paying for both Sky TV and NOW, and I’m sorry this wasn’t clearer sooner. I also appreciate how upsetting it can be to find that only part of the charges could be refunded. That, alongside late payment charges and the loss of your internet connection, has clearly caused a lot of stress - especially when you rely on your services day to day.

I’m also sorry to hear you found it hard to get the right support when you needed it. We want it to be easy to contact us and to feel listened to, so it’s disappointing to hear that wasn’t your experience.

If you still need us to look into anything specific or help get things back on track, we’re here and happy to support.

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,
Lauren