2,278 Customer Reviews over 57 pages
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- Location
- Portsmouth
- Reviewing
- Sky
- Date
- 2019-07-01
- Comments
-
Service stopped on 28th June, and called three times just to confirm if there will be further bill, got a negative answer said I already paid everything, my account will be closed. And yet this morning waking up with £40.99 charge for July, called customer service, got the answer 'oh our customer service should of changed your billing date later as if they left if on 1st every month then we normally request the money already, we cant help in this case, will only refund you next month'. Less than ideal. Trying to complain now.
- Location
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- Location
- London
- Reviewing
- Sky
- Date
- 2015-06-03
- Comments
-
Broadband connection keeps dropping.
It's been happening over a year now. They keep running line tests, and don't find anything.
When it works, it's fine. But the unreliability is a nightmare
Will be moving to another provider shortly
- Location
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- Location
- Brighton
- Reviewing
- Sky
- Date
- 2024-03-10
- Comments
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Recently I stupidly tried to move my broadband and landline to Sky. I am a Sky VIP TV member for the last 20 years.
I have been promised a broadband booster to deal with the now terrible broadband, and 3 engineer visits. None have happened. Our landline has not worked once since moving over.
Since we moved to broadband, our mobile subs AND TV subs went up this week.
I am going to seek legal action.
When my friends heard I had moved to Sky, every one, without fail, told me it was a stupid idea, as they all had awful experiences, without fail.
STAY AWAY from this incompetent company.
- Location
-
- Location
- London
- Reviewing
- Sky
- Date
- 2016-09-13
- Comments
-
A truly awful experience with SKY.I was with O2 before & got passed over.The connection fails almost every day.I can not afford the top package but I am paying for rubbish.Just today the connection failed during a job application.You can imagine my frustration.
- Location
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- Location
- Clacton on Sea
- Reviewing
- Sky
- Date
- 2017-11-15
- Comments
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I have had Sky for several years, yet there has been no improvement in my service. I receive 20.75 Broadband speed.F or what I pay I am expecting a higher speed.
- Location
-
- Location
- Shrewsbury
- Reviewing
- Sky
- Date
- 2020-01-31
- Comments
-
Do not get sky as your isp they are completely useless and a waste of time and money. One day the internet will be decent and then the next day it is terrible, it’s like every week at least half the days I can’t use my xbox at all to play games as it’s unbearable to play with such a high ping. I just thought it was because I’m quite a long distance away from the router so I buy a WiFi booster, that has done a decent job but then there is still days where I can’t use it as it’s that bad. The download speed is the worst part, a 10 GB game would take about 8 hours to complete and it took me 2 full days to install a 80 GB game and it was only done in 2 days because I had to use my mobile data to speed it up. I did one of those speed tests and it came out terrible, it’s miles below the uk average and its down in the bottom 1%. If you are looking to use sky for your internet don’t waste your time they’re rubbish look elsewhere.
- Location
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- Location
- Aberdeen
- Reviewing
- Sky
- Date
- 2020-03-06
- Comments
-
The customer service is always busy, so if you have any issue at all, you can just hope they gonna get back to you. In my case, they didn´t... SKY is increasing the charges every year even though there is no improvement in their services. There are other broadband providers available that provide much more professional customer service with lower bills after all. I would recommend staying out of SKY and their overpriced services... I have been loyal to SKY for 4 years and there has been no appreciation at all, they treat you only as a paying customer...
- Location
-
- Location
- Penarth UK
- Reviewing
- Sky
- Date
- 2016-10-29
- Comments
-
Totally awful speeds that are up and down but mostly unacceptable. Using BT lines is killing the operation speed. Rang Virgin. Waited for them to get Council approval for underground line installation. Now installed with Virgin... no problem.. sigh of relief!
- Location
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- Location
- London
- Reviewing
- Sky
- Date
- 2021-11-04
- Comments
-
Their customer service is just appalling! I called them and they have called me multiple times over the course of a month and still cannot sort out the mess. When I called them recently to make a complaint, their representative was rude, arrogant, and patronising. He dismissed the issues I was facing and said it was not really a priority for them to resolve and that I need to wait from a few weeks to a few months. He couldn't care any less. He also was talking to me like a was toddler. Either Sky has hired the worst customer service people in the UK or it is their tactic to dismiss complaints. You really cannot make this up!
- Location
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- Location
- South Wales
- Reviewing
- Sky
- Date
- 2021-09-01
- Comments
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Mediocre speeds when it works but shocking in all other aspects. Constantly going down, customer service non existant. Apalling.
- Location
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- Location
- England
- Reviewing
- Sky
- Date
- 2016-03-09
- Comments
-
Sky is the worst broadband ever we are paying extra for fast internet but we're not getting it in fact the internet isn't working at all. I hate sky I can not do my work because of sky. The internet has been on and off for so many months now, now it lost it I want to change from sky I hate sky I want another company. Please do not apply for sky broadband.
- Location
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- Location
- Cardiff
- Reviewing
- Sky
- Date
- 2015-10-07
- Comments
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Sky now locking you into there new sky router and not allowing 3rd part hardware will not supply PPPoE login details as other ISPs will
- Location
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- Location
- Edinburgh
- Reviewing
- Sky
- Date
- 2019-10-06
- Comments
-
The internet was in general pretty average (slow to slightly faster - some disconnection for no reason), but service customer was terrible. A call every month to try to sell us new products, even so we asked them every time to not call us anymore. Processes for starting their modem were far from easy, and cherry on the top of the cake was the way made everything complicated for ending our contract. We are not going to another provider, not even moving house, we are leaving the country !! That should be super easy, and all logic should be that we don't have to pay fees for that, as we don't have choice than stopping our internet provider... Have been leaving in a lot of different countries, that the only time in my life I'm asking to pay fees for cancellation while I'm leaving the country, that is non sense...
- Location
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- Location
- Martock
- Reviewing
- Sky
- Date
- 2023-02-24
- Comments
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AVOID, do not use this company, the voice hub is worse than useless and I have lost 1000's of £'s worth of business. You can not tell if it is working or not other than not receiving calls like normal!
- Location
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- Location
- london
- Reviewing
- Sky
- Date
- 2014-03-19
- Comments
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I would never again subscribe to Sky Broadband, TV or anything else from sky. I only got sky because of the pause, rewind and record function but now evey provider has that ability. I found i never actually watched any of the sky channels. I have had nothing but bad service, technical faults and poor technical advice from the begining. I was with them for 2 years overall. They didn't fix anything, they charge you for everything even if its their fault. They don't actually have a customer service department which i found out when i tried to complain, I was passed around to people who couldnt speak or write in English. I was about to re-instate the broadband just because I thought it would be easier than finding another provider - how wrong i was! I have just been on the phone for 10 minutes to sky who didnt actually do anything for me in the end and wanted to pass me to another department. I told him I was leaving sky permenantly because of this phonecall and he said ok and hung up! It turns out anything is easier than trying to get through to sky or get anything out of them. Once they take your money and set up direct debit. They no longer care. Also after looking around at some other providers have found that others offer the same kind fo package for broadband but at faster speeds and lower monthly payments! If sky knew how thier agents talk to customers and that skys only hope of staying ahead of the game is to retain thier existing customer base because once the exisiting customers see they are being over charged for a lesser service they will change too!
Don't bother use Sky chat they justignore your questions and give you a number to call! Dont try to complain because they dont have a complaints department! Im so glad im no longer with sky - what a horrible experience it has been over all - Waste of time, energy and money.
- Location
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- Location
- Somerset
- Reviewing
- Sky
- Date
- 2016-04-16
- Comments
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Speeds are so unreliable and slow when streaming video. As soon as more than two items connect speed drops significantly.
- Location
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- Location
- Southport
- Reviewing
- Sky
- Date
- 2016-01-23
- Comments
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The speed is good, I get around 16mbps down and 1 up. However my router is very very unreliable. Constantly cuts out and comes back. I've checked the router, nothing seems up with it. Wouldn't really reccomend.
- Location
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- Location
- England
- Reviewing
- Sky
- Date
- 2016-03-10
- Comments
-
Sky is the worst broadband ever we are paying extra for fast internet but we're not getting it in fact the internet isn't working at all. I hate sky I can not do my work because of sky. The internet has been on and off for so many months now, now it lost it I want to change from sky I hate sky I want another company. Please do not apply for sky broadband.
- Location
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- Location
- Huddersfield
- Reviewing
- Sky
- Date
- 2015-01-24
- Comments
-
trustpilot starstrustpilot starstrustpilot starstrustpilot starstrustpilot stars a few seconds ago
Worst service ever
I signed up for Sky broadband over a year ago and they offered free sky TV at the time. Although i explained that I didn't think I would use the service I was told that they wouldn't charge me for the TV service without informing me beforehand.
12 months later I started to be charged so i decided to cancel my TV and broadband and move to another subscriber.
My broadband was cancelled and moved but they continued to charge me for Sky TV, which I was not using and they admit that I did request the cancellation by email, for 6 months. They have now agreed to stop charging me but will not refund for the 6 months they have already charged me since cancellation.
I've made multiple complaints and they refuse to acknowledge they have done anything wrong, apparently they only accept cancellations over the telephone and you cannot cancel by email or whilst logged into your account (even though there is the provision to cancel your account online they do not accept this as a request for cancellation).
I am truly appalled by the service and the responses I have received. Their staff lack basic knowledge of consumer law. I will never return to this company and have advised all my friends and family to beware of them in future.
- Location
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- Location
- Wakefield
- Reviewing
- Sky
- Date
- 2019-02-04
- Comments
-
Paying for fibre broadband, supposedly 40mps, getting 1-2 at max, customer service is useless and say its not their fault, cant wait to leave and go with virgin m, had a very argumentative customer service on the phone when trying to explain my problem and pratically got shouted at and said theres nothing more they could do, absolutly disgusting, virgin offer 100mbps at the same rate im paying for sky, they sent me a new router to see if that would solve it, but it hasnt virgin here i come
- Location
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- Location
- Shrewsbury
- Reviewing
- Sky
- Date
- 2014-12-11
- Comments
-
I have had Sky broadband for about four years now, and it had been okay, with just the odd issue of the service dropping off, but I changed to Sky fibre unlimited three months ago (foolishly signing a new 18 month contract) and it has been appalling ever since. The broadband loses connection at least once a day, sometimes for up to two hours, yet whenever I call them it miraculously starts working again and they can find no fault.
I am an engineer with a bit of a clue as to how it work, and understand that if the fault is not there when they check it that it is hard to find, but I find it very odd that it often starts working again while I am talking to one of their support team on the phone. It's almost as if they have the ability to switch it on and off to slow my usage down!
I would definitely not recommend Sky for broadband or TV (although Sky TV is great it's way too expensive), and will be going to BT when the contract is up.
- Location
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- Location
- Wirral
- Reviewing
- Sky
- Date
- 2015-02-14
- Comments
-
Sky was ok until a few weeks ago, unless of course you had to call customer services and you didn't have half a day to spend sitting on the phone listening to their annoying music and repetitive messages. The last few weeks the broadband speed late at night has, at times been comparable to the old dial up internet. In addition to this, the broadband connection keeps dropping off after 12am (when customer services is closed) I have often had to reboot the router. It happened again tonight and I was on the phone for 35 minutes, at which point customer services was shut again. I then tried to put a new post on the community forum but could not find where the hell I was supposed to enter a new topic. Absolute shambles. DO NOT sign up to Sky. My contract is up in a few months and I will be leaving them
- Location
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- Location
- Maidenhead
- Reviewing
- Sky
- Date
- 2017-03-01
- Comments
-
Absolutely horrible. The upload speed is the worst I have ever experienced and the download not much better. Nobody to talk to at customer services, the chat lines always busy and forget about calling.... you will spend ages listening to the automated sales person telling you why you should upgrade and get SKY TV.... Spend MORE money with SKY? NO THANKS!
- Location
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- Location
- newmarket
- Reviewing
- Sky
- Date
- 2016-03-30
- Comments
-
sky broadband is so slow in the Newmarket area especially when you only have a laptop and wifi
- Location
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- Location
- East Kent
- Reviewing
- Sky
- Date
- 2022-01-03
- Comments
-
I ordered full fibre in December and expressly asked for my current landline number to swooped over to sky and was promised it would defiantly be done. The fibre optical cable was installed to my house and left as a big loop against the front house wall then after 5 hours of calls to sky on Christmas Eve and many attempts to sort my order out which they kept cancelling I was told my old number cannot be brought over to sky after that promise originally. I’m now left with the prospect of having to pay the old service provider for a service to keep my phone number active and then pay again to sky for another service to improve on my broadband speed . Sky has not offered anywhere near a reasonable discount to compensate my situation and future extra costs . Just to clarify they have started the job , made promises and subjected me to having to spend multiple hours trying to sort things out and still unresolved. DO NOT USE SKY !!!
- Location
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- Location
- Finchley
- Reviewing
- Sky
- Date
- 2015-09-22
- Comments
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Irresponsible behaviour, Nosense at all, do not buy that broadband.
Buying/selling is not important, important is customer service!!
Set up at 14 of the month, today is 22 of the month, but no internet at all
- Location
-
- Location
- manchester
- Reviewing
- Sky
- Date
- 2015-03-23
- Comments
-
I was a sky tv and broadband customer for 4 years and I have just cancelled the broadband. The broadband is slow and unstable, the box is absolute crap. I wanted to switch to fibre optic and called sky up to see what they could do. At first I was told that there was a fault on my line which was causing slow objection speed. Open reach checked it and said that there was no fault. I called up again, as there was no fixable reason for the slow broadband. So I was offered fibre optic, each time I called the operators had problem activating the offer so each time I told them I wanted to cancel. I was offered fibreoptic 3 times before eventually being told it wasn't even available in my area. So I cancelled (again). A couple of days before my broadband was due to cancel, I had a change of heart and decided (god knows why) to give sky another change. I called up, was offered quite a good deal and decided to reinstate the broadband and was told tgat it would be fully working in 2 days. Only for them to cancel it anyway 2 days later. I called again, nobody had activated the new offer. Angry at this I asked how long it would take to reinstate, I was told 1 to 3 weeks. Which us too long for anyone to wait. So I called talk talk, who promised the broadband will be working in 1 week.
I feel that sky need to treat customers better, I had been with them for 4 years and have never experienced such bad customer service. Barely any of their advisors know what they are doing, I also spoke to a manager who had no compensation to offer for tgeir mess up or the countless times I have called to be told different things from different people.
- Location
-
- Location
- East Midlands
- Reviewing
- Sky
- Date
- 2014-12-11
- Comments
-
I'll try to review without swearing but ultimately I would not go with Sky again.
I have a broadband and phone package and my main issue is with broadband and then lack of customer service.
I play on-line games and do a lot of TV streaming. I'll find that games will drop connection after 30 minutes and files can drop connection every 20 minutes.
When I could get through to Sky they would say "oh yes, your line quality has degraded. Let me just tickle this setting and off you go".
Recently though I can't even contact them. I tried for 20 minutes on the phone only to give up and then tonight I sat listening to their "we're sorry that we can't be bothered to put more staff on but please give up before speaking to us" message for 19 minutes only to be cut off! I assume that this is because it hit 8pm and their lines closed.
To say that I am annoyed with Sky and will cancel (probably via Direct Debit as I have no other option if I can't contact them) is an understatement.
Avoid. Avoid. Avoid.
- Location
-
- Location
- Bradford
- Reviewing
- Sky
- Date
- 2021-08-04
- Comments
-
Don't waste your time with this useless company. ***** customer service.Its been 72 hours without the service that I pay for and absolutely NO HELP!
- Location
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- Location
- Bristol
- Reviewing
- Sky
- Date
- 2016-07-01
- Comments
-
I am surprised why I didn't got the monthly message with the amount of the bill... I guess because the price went to triple! This is the reason I am leaving not only broadband, but phone and TV too. Everyone should know how sky does!
- Location
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- Location
- plymouth
- Reviewing
- Sky
- Date
- 2016-08-06
- Comments
-
Shocking this will be your worst nightmare i promise you DO Not join this company ..it gets it internet from bt then has to come through phone box then telephone then router then to device which all in all will cause big delay in recievng internet if you are playing games ..am not dumb but didnt even know it was bt sky used untill saw it on news..please if you like online games dont do it lost £100s joining this campany on playing games its shocking real shocking
- Location
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- Location
- Dumfriesshire
- Reviewing
- Sky
- Date
- 2017-04-14
- Comments
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I live in the country so don't have fibre. Our broadband drops regularly, slows down in the evening and weekend so much do we can't stream
Because I'm not in a main network area I pay much more but receive a poor unreliable service
Shouldn't that be the other way around ?
Not happy at all
- Location
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- Location
- Arbroath
- Reviewing
- Sky
- Date
- 2010-04-07
- Comments
-
Sky started off pretty well, but the last few months have been nothing but trouble.
My line is capeable of 10mbit. When I had Pipex in the early days, it ran happily at that. When I moved to Sky they informed me that my maximum was 8. Not true, but at that speed, fine, I'll just live with it.
Not long after that they mysteriously upped the cost of my broadband, with no warning. I phoned and asked what was going on and the Indian man (who claimed his name was John, HA) insisted this was correct. I then mentioned we have a letter that guaranteed the price until January 2010. He quickly changed the price back down and apologised. However, come January 2010 they immediately put the price back up.
During this time I have had constant periods of disconnection. These range from 2 minutes (enough to disrupt a game) to 2 hours (enough to disrupt an entire work schedule). Upon phoning tech support and speaking to 'John', the Indian man on the other end, we spent 35 minutes diagnosing the issue. He was not interested in the exact error (which the router supplied), but the colour of the blinking light. Eventually he said there was a line fault and a BT engineer has been dispatched. Why couldn't we have gotten to this in the first place, rather than resetting routers and looking at blinking lights?
More recently Sky has taken to giving me horrendous quality connections. Whilst the speed is fine once connected (sometimes), connecting to games, videos and even websites is an utter nightmare. Ping tests showed my ping to be a full 1 second (1000ms). Upon phoning Sky they insisted it wasn't on there end, and offered no help to resolve the issue.
Eventually I had had enough and phoned and demanded my MAC address. They put me through to an English speaking call centre (how nice of them to only give you English speakers when you want to leave) who said they could not fix the errors with my line, but would offer me £5 off and match O2s price. But then I'd still have a broken connection, for the same price as my preferred ISP?
Eventually they decided to post me my MAC, rather than email or SMS it, I presume to keep me on the service for that extra few days.
To sum up: Avoid. Connections aren't fast, quality is terrible, customer support is incompetent and doesn't speak English.
- Location
-
- Location
- London
- Reviewing
- Sky
- Date
- 2019-02-25
- Comments
-
Most broadband companies will rent the line from BT then sub-lease the line onto you under their packages. With the market being so competitive, I'd say there should be 2 most important factors in customers choosing service providers.
1. how they respond to tech issues
2. Customer service (Keep an eye on your bills!)
Being brutally honest, their response to tech problems had been ok but when it comes to customer service, you will find it very unhelpful and state the obvious resolutions with continues sales pitches to hook you under longer contracts.
Keep an eye on your bill as for me, additional charges were wrongly added and their resolution was that they will credit me back only if I sign up under a new long term contract.
Not a nice experience to have a manager of their call centre shout at the customers too!
- Location
-
- Location
- Grantham, UK
- Reviewing
- Sky
- Date
- 2021-08-24
- Comments
-
Constant price increase, crappy slow WiFi router, customer service incompetent, after midnight internet speed crashing.Switching to another provider.
- Location
-
- Location
- Gilford
- Reviewing
- Sky
- Date
- 2017-07-24
- Comments
-
Not very helpful when phoned seem to turn broadband up when you complain then turn it down again after a few days I can do practically nothing on internet I am a pensioner living on my own so they must think I have no call for a greater speed but my grandchildren come over and research their homework and try to watch educational programmes without success
- Location
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- Location
- London
- Reviewing
- Sky
- Date
- 2017-12-28
- Comments
-
Although the set-up was fairly easy, I'm sure I had been overcharged in my first payment. The lady I spoke to was very polite and patient but her explanation for the charge didn't make sense. She said the extra cost was a pro-ration, but the charge covered only a 1 month period... So why the pro-ration? I should be charged for that 1 month period only, with nothing extra on top. She said she would connect me to the technical team so I could query this further but when she transferred the call the phone cut off. I can only assume she put the phone down on me because she gave me a false answer. I want someone from Sky to see this and contact me asap as I want to sort my bill out. Can't be hanging around on their long as hell waiting line again. This is bad service. And only the bluddy beginning... The negative reviews on here give me little hope that this will be a smooth 12 month ride sigh.
- Location
-
- Location
- Glossop
- Reviewing
- Sky
- Date
- 2017-06-01
- Comments
-
Cannot upload, talks hours to upload information needed for updates, select film for rent - cannot watch until following day; so slow to download.
- Location
-
- Location
- Scarborough
- Reviewing
- Sky
- Date
- 2018-02-04
- Comments
-
The inter net connection drops out every 15 mins and has done for the past 10 days. I need a good connection to work from home and this issue is now causing me a real problem. It has never been great with frequent drop outs but now it is just completley unfit for purpose. Customer service help is dreadful.
- Location
-
- Location
- Northern Ireland
- Reviewing
- Sky
- Date
- 2021-06-12
- Comments
-
Single handedly the worst wifi system I've ever had any experience with. Completely useless and pathetic and breaks and bugs out constantly. Always saying "connected with no Internet" and generally just not working and being slow. Awful.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.