Sky Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Sky.

Recent Customer Ratings for Sky

  • Satisfaction
    2.9 stars
  • Customer Service
    3.1 stars
  • Speed
    2.6 stars
  • Reliability
    2.8 stars

Based on 4196 customer ratings since 2021-01-26 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

2,006 Customer Reviews over 201 pages

  • Reviewer
    Location
    London
    Reviewing
    Sky
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    We have been without internet since 5 days now
    And yet 2 more days to fix problem if any of the engineers showed up
    When we first called they said 2 days and then 3 days and now we have to wait 2 more days
    Very very bad service
  • Reviewer
    Location
    London
    Reviewing
    Sky
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disappointing times from sky! Such a shame! Ordered a broadband packages since 29th of September and still waiting to go live. Unprofessionalism at its best. Can't even have an exact date. I am working from home and forced to pay somewhere else in order to be able to work!
  • Reviewer
    Location
    Sleaford
    Reviewing
    Sky
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely terrible service, after moving house Sky have left us nearly 1 month without Broadband. Our predecessors had a good BT connection, but Sky said they cannot use that because it is connecting via copper wire and the Government remit is to have fibre via cable. Therefore, they just refuse to use current existing connection. The engineer told us that to have cable access will mean digging up our porch. However, when we contacted them, Sky then lied to us and said that wouldn't be necessary, the Open Reach engineer could do the job easily on a second visit, but unfortunately he did not turn up, after waiting in all day we rang them. No one had informed us the date had been changed to 3 weeks later and when we complained and asked to speak to a manager the operative did even know who that was and didn't put us through to anyone. We got a call back later, but as yet no decision on whether they can connect us. I have a very senior position in civil defence and need to work from home at times, often with online international meetings. We've explained this to Sky, but no further action as yet and no device to help connect remotely. Absolutely disgraceful, do not go with Sky.
  • Reviewer
    Location
    Doncaster
    Reviewing
    Sky
    Date
    Comments
    Not even worth 1 star carnt wait for contract to finish ,dial up would be better most times suppose to be fibre here
  • Reviewer
    Location
    Crewe
    Reviewing
    Sky
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    First, this is more about Open Connect, Sky’s subcontractor, than Sky. However, someone at Sky signed a very piss poor contract with an overly generous SLA and so it’s on them as well.

    We made the mistake of attempting to upgrade the internet connection to broadband (fiber to the curb) and have been rewarded with a 7 business day wait for connection and then a complete outage of both phone and internet. I’m guessing that it’s not in the SLA for the technician (they are NOT engineers) to run a line verification test to ensure the switchover was done correctly and the lines are at least fully functional if not performing as specified as now both the phone and internet are dead.

    Sky simply shrugs their shoulders and says, “Hey, it’s not us, it’s Open Connect and we they have an SLA of 2-5 business days to fix it.” Narrator’s Voice: Because some nit wit business manager thought it was an acceptable response time.

    So, now, my 75 year old MIL has no internet and no phone for 2-5 working days because a technician could not be secure a simple line change over OR run a line verification test to ensure it was working. I guess there were additional poor job executions to get to.

    I am told we are just unlucky. I wish you better luck.
  • Reviewer
    Location
    London
    Reviewing
    Sky
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I applied for Sky Broadband on 4 September What has followed is a shocking tale of arrogance, incompetence, indifference and just plain lies at the worst level I have ever experienced. The moral of this story - do nor waste your time with Sky broadband.

    1) When I placed order the sales person gave me an installation date of two weeks from the date of the order. Advised me that its likely to be even earlier.

    2) Three days prior I got a cryptic message about a delay in my order and that an update will follow shortly. I proceeded to call Sky and was assured by the consultant that the installation was still on track at the set time. I checked the app and the sure the appointment was still there

    3) I made sure I was home for the appointment but nobody showed up. No sms, no update, no calls -the app was still showing my appointment.

    4) The Lies --> I called Sky to enquire and the consultant told me it was Open Reach and not Sky fault and was somehow routed to cancellation even though I didn't ask to cancel. The consultant at cancellation told me that they route people to cancellation if you sound unhappy.
    After explaining that I was not cancelling - the consultant gave me a long story about the ins and outs of broadband:

    In summary he said the only wiring that exists in my area is Open reach and that Open reach does not care as they have a monopoly and that Sky always tries their best but unfortunately they have to work with Open reach. And that if I call any other ISP I will be stuck because Open reach owns all the wiring.

    I have recently learnt that other companies in the area do provide wiring so that was a lie.

    5) Since the Open reach monopoly story I have proceeded to call Sky about twice each week. And the response I get is we are looking to get a response from open reach and will get back to you in 48 hours with an update. No one has ever come back with any updates. In fact nobody seems to know how to move this forward.

    6) I have been tossed around and am now dealing with Order recovery team and the consultant in the recovery team promised to get to the bottom of things but as usual I have had to wait 48 hours to told to wait another 48 hours and then another as they try and get Open reach to connect me. Its starting to feel as if I am the first person in some village getting internet for the first time - nobody at Sky has a clue.

    6) I lodged a complaint (about the arrogance and the indifference) reference number:1814804553 but when I try follow up I am told that complaints are only handled after the installation...so they are unfortunately not able to process it.

    7) Every week I get call from the Sky welcome team congratulating me on my new installation and asking me if I want to upgrade and take up their welcome offer. But as my installation is not yet done I am unable to take them up. I then request that they wait and call me back after the installation but of course they call me again... for this they do not miss a beat.

    8) I was promised compensation for lack of service and when I ask about how it works I'm told to wait for the installation.

    9) I am incurring very high mobile data charges and are not able to work most of the time as I have no fibre. And by the way according to on of the consultants it can take months for Open reach to connect my apartment.

    10) In case you were wandering I live in London, in a fully wired apartment block which is only a few years old!
  • Reviewer
    Location
    Inverclyde, Scotland
    Reviewing
    Sky
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terribly unreliable Internet connection! Ongoing problems have led to countless phone calls and call outs over the last few months with nothing being resolved for longer than a day or two.
  • Reviewer
    Location
    Cheltenham
    Reviewing
    Sky
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just the fact that in my 24 years of existence this is the first review I have given should speak volume. Getting sky as your internet provider is a life sentence. Worst provider ever. I feel like I’m back in 2005 when my internet is so slow I can’t even load my Netflix.
  • Reviewer
    Location
    Scarborough
    Reviewing
    Sky
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I went with sky broadband as it says super fast speed. But it is absolutely poor. I'm really disappointed. Very slow. Some days I don't get any signal. Extremely poor service.
  • Reviewer
    Location
    BEDFORD
    Reviewing
    Sky
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    An absolutely horrendous service. This company tell lies even about their own lies. We were due for connection on 23rd September, engineer turned up walked in, glanced at telephone point and walked out. He went outside, ripped the Virgin media box off the wall,leaving all the wires on the floor and drove off. 9 phone calls and 20 hours later I get a text to say engineer left due to their being Covid in my home. Where the hell did he dream that up from? I made a complaint, was literally laughed at and was belittled by the rude arrogant customer service staff. We have had 6 promises of telephone call backs, nothing has happened. I told them I will get a solicitor involved they said I am not able to do that. I even told them that my solicitor has said he will sue for breach of contract they laughed and said "your solicitor is wrong".
    Virgin want £165 plus vat to fix the broken box and as Sky say the engineer was from BT open reach I contacted them directly. Open reach say they have no record of any engineer being sent to my home at all so I told Sky this. They said "sir you are not allowed to contact the open reach team, you can only communicate with Sky".
    Guess what Sky, you are wrong and I will never ever use your services again. What's the next excuse? Fuel shortage so engineer can't get there!! Shove your broadband and TV I am done
    Avoid this company at all costs. Absolutely ridiculous

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.