2,278 Customer Reviews over 57 pages
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- Location
- Lancaster
- Reviewing
- Sky
- Date
- 2017-05-05
- Comments
-
1. On the 03.05.2017, I telephoned sky to inform that my internet was down.
2. I was asked to do a few checks ie switch off everything, re start everything which I did and the Internet remained off.
3. I was asked to get a screw driver and unscrew a BT box in my lounge.
4. I told the Sky representative on the phone that I would not do this as I have no experience or permission to be dismantling a BT box. I said I was not an engineer and did not want things hanging untidily in my lounge if I was unable to put it all back together again as I was not qualified to do this. I have my own business and rely on the internet so need it desperately to respond to emails etc!
5. The sky representative asked me to hold whilst she spoke to her manager.
6. She came back to the phone and told me that I either opened this box or risked no further action being taken as Sky could not send out an engineer with out such checks being done.
7. I absolutely felt bullied into doing something I did not feel competent or comfortable doing.
8. I informed the Sky representative that I was not happy with what she was asking me to do and stated she would not behave this way if I was someone of a higher profile. I could not understand why I was being asked to open a BT box that I had no authority or permission from BT to do so. By the Sky representatives own admission, the box belonged to BT and not Sky. What if something happened to the box and BT told me it was my fault and my problem since I would have tampered with their equipment.
9. The Sky representative insisted that I opened that box or risked weeks without Internet.
10. I informed the Sky representative that I would be cancelling my contract which she gladly accepted and put me through to cancellations.
11. In cancellations a very helpful man did his best to negotiate with his colleagues to sort out my internet without me having to open the BT box. He clearly understood my concerns and accepted what I was saying. Calls went back and forth, eventually, he came back and told me that his managers told him I either opened the box or risked no further action.
12. I told him I was definitely cancelling my contract with Sky as I was appalled by their stance in this case.
13. I told the man I was going to phone about to find a new provider.
14. I found a new provider and called Sky back to inform them to cancel. This time anther helpful gentleman took the call and read the notes.
15. He again spoke to several people about my case. He was not just going to accept my cancellation without putting up a fight to put it right for me to remain as a Sky customer.
16. By the close of business, he still hadn't made progress but promised to call me back the following day, 04.05.2017.
17. On 04.05.2017, he called me and told me that he finally got his managers to make a reasonable proposal to me. The proposal was:
i. I remained with Sky and they will send an engineer out to my home to fix my internet (which still remains down as I write this message at 11:15 UK time, 04.05.17).
ii. If I insist of leaving Sky, I must pay £49.00 for an engineer to come out to my house to look into the problems with my internet.
iii. I go ahead as I suggested to leave Sky, I object to paying £49.00 for the the engineer to come out, nothing happens and I may remain without Internet until the next provider takes over in a months time.
18. I was shocked by the fact that I was being presented with all those choices when my initial enquiry was not to leave Sky but to have my internet restored.
19. I told the Sky representative that I was going with option (i) and would pay the £49.00 for the engineer.
20. The Sky representative expressed his disappointment, then offered me a reduction for Sky TV if I kept this. I said I would think about it.
21. At this point, I was put through to the department that deals with commissioning engineers. This man in this department told me that even though I had said I would pay the £49.00 for the engineer, because I had opted to leave Sky, there was no guarantee that the engineer may come out to my house or resolve the problem.
22. This has really shocked me and shows that Sky is really not listening or interested in understanding my concerns from the beginning.
23. My intention was never to leave Sky, even though the service was never fantastic. Internet has always cut off and been slow, crackling phone line and the Internet often came back live again each time it cut off. This time round, it had been off for more that four hours before I made a call to Sky. This was disappointing for me.
24. Even though I have given notice, I am still obliged to pay Sky for a month and effectively, I am still a Sky customer up to the end of my contract. I have to pay the £49.00 for an engineer, only to be told that there is no guarantee that my problem will be solved because I have made the decision to leave Sky!. Sky would still take my £49.00 and I would still pay my monthly fee to the end but my internet still might not be on as to Sky, they have no loyalty to me now since I have made the decision to leave.
25. For these reasons I have decided the best decision was to leave Sky in a months time at the end of my notice period.
- Location
-
- Location
- Skegness
- Reviewing
- Sky
- Date
- 2022-04-15
- Comments
-
Sky are just getting worse. I get quite a bit of packet loss I rang Sky who were most unhelpful apparently you have to have 10% or more packet loss before they will try to fix it. I have about 6% packet loss which is severely messing up online gaming and I get frequent network errors and then disconnected from the sever. I get a lot of latency spikes too. Sky are quick enough to take your money but when it comes to fixing problems they don't want to know. I can't wait for my broadband contract to end.
- Location
-
- Location
- Newcastle Upon Tyne
- Reviewing
- Sky
- Date
- 2015-09-25
- Location
-
- Location
- BEDFORD
- Reviewing
- Sky
- Date
- 2019-03-04
- Comments
-
Might be one of the more exspensive providers.
in the four years I have been with this company Customer service has been reasonable.
Broadband speed could be a bit faster.
Broadband reliability is and has been
generally good.
- Location
-
- Location
- North east
- Reviewing
- Sky
- Date
- 2024-03-24
- Comments
-
Really, really, REALLY unreliable. From the internet service itself frequently breaking down, to the reliability of the routers and 3 boosters and the SkybQ box itself. The signal is weak, the hardware poor and the customer “service” laughable. Having been with Sky for over 25 years we have had enough. The whole service is pathetic and over priced.
- Location
-
- Location
- Nottingham
- Reviewing
- Sky
- Date
- 2020-08-03
- Comments
-
I have been a sky customer for many years. I moved house 4 months ago , got set up and the engineer told me one of the boxes needs hardwiring . After 2 engineer visits I completely had had enough of sky . From customer services that don't log your problem correctly to the overall communication within the company . The download was that slow we couldn't even watch a 4 k program.Upon cancelling my broadband after explaining how appallingly I'd been treated , they weren't even bothered . They have also lost 4 mobile phone contracts as all of my household was going to switch to sky . I'm that angry with sky , the TV will also soon be going.
- Location
-
- Location
- Renfrewshire
- Reviewing
- Sky
- Date
- 2014-05-09
- Comments
-
Service leaves a lot to be desired. Various reasons for inability to down downgrade subscriptions easily i.e. remove Sky Movies. Various responses from Sky, toraise an MHR in response to an MHR to already raised, to a phone call from Sky explaining due to data protection I could not be allowed to downgrade when signed in to MySky - although obviously no such issue in upgrades; also Sky rep would require my password - I declined. Also had the following response to my complaint to Sky - "Please be adviced that downgrading any package would involve changes in billing and this would not be easy for the customers to understand. Hence we request our customers to contact our Customer Service team in order to felicitate a downgrade on the Sky account." Obviously Sky customers are able to understand their bills when upgrading but understanding a bill following a downgrade would be a step too far - obviously we can't be expected to understand the complications of a pro rata bill. Please Sky, make up your mind what is the reason for inability to make downgrades on line - could it be income generated?
- Location
-
- Location
- london
- Reviewing
- Sky
- Date
- 2017-08-01
- Comments
-
- Satisfaction implies you get what you paid for, therefor when dealing with sky this does not apply: they can't provide half of what they advertise. If I had to standardize the most satisfying experience it would be quickly receiving a slick looking router and easily setting it up (with aids) and then realizing by looking through the holes in the bottom that its made in china and takes half a day to siphon usable wifi.
- customer service: can easily be replaced with an automated system!... which continously links you to a sky self heal page why you dial support trying not to tear out your hair.
- Broadband speed, you definitely get what you paid for as you receive 144/mbps ! and then it rubberbands and alternates between this and 2/mbps ... maybe I'll hold off on fibre in the future. until a more reliable technology comes around (satire> google it ;)
- Broadband reliability about what you expect of a company that sells more than it actually has to offer.
conclusion 2/10
sky is terrible and still a irreparable cluster of pain till this day. Out source your internet from the US, at least they can bring actual results.
- Location
-
- Location
- Antrim
- Reviewing
- Sky
- Date
- 2021-06-30
- Comments
-
AVOID - Terrible broadband provider
Connection always drops out
Advertised speeds 49mb/s in reality I'm lucky to get 17mb/s and usually sits in around 6/7 mb/s
After contacting customer support got new router and talked into upgrade package - this made NO difference
Will never use Sky again
- Location
-
- Location
- Northern Ireland, Derry
- Reviewing
- Sky
- Date
- 2017-03-19
- Comments
-
If I could give lower than 1 star I would, Sky Broadband is probably the worst broadband you can buy because in order to get the internet speeds you have to buy their booster, heads up pals it doesn't work, you pay for their services and then pay more in order to get what they advertise and then you still don't get what they advertise, Sky recently cut my broadband a month before my contract was up to get their leavers fee, they cut my broadband so they could get more money, if that doesn't give you enough of a reason to drop sky idk what will. If you have Sky now and think it's a decent or reliable broadband wait a few months till your contract is nearly up, you'd be better off with TalkTalk than Sky, you'd be better off without internet than Sky :) do yourselves a favour and buy BT or Virgin broadband instead, it may cost a bit extra but at least you'll get what you pay for.
- Location
-
- Location
- Doncaster
- Reviewing
- Sky
- Date
- 2021-10-08
- Location
-
- Location
- Liverpool
- Reviewing
- Sky
- Date
- 2024-03-14
- Comments
-
Avoid, horrible service. Gave us the incorrect activation date for our broadband and have offered us 10 pounds compensation despite installing one week later. Will be canceling our service as soon as I have alternative options in place
- Location
-
- Location
- East Lothian
- Reviewing
- Sky
- Date
- 2017-12-11
- Comments
-
Broadband speed is slow. If anybody visits they comment on its slowness. An average speed of 13Mbps compared to a possible 80Mbps in my area.
- Location
-
- Location
- Preston
- Reviewing
- Sky
- Date
- 2018-01-08
- Comments
-
BAD EXPERIENCE!
I have learned that sky is the limit of stupidity.
I ordered from them the broadband and sky talk package and after I received a letter of confirmation they didn't come to install anything. After 2 weeks when they were supposed to install the phone line and broadband, they are saying that my order was canceled because of "incorrect address". I wrote to them and they just continue to say that my address is incorrect and I have to make another order. We have exchanged 5 emails where I explain that my address is correct because I also received a letter from them so they have my correct address. The final answer was "there is nothing wrong with your address. However, I have also noticed that you have not attached the first line of your address while ordering the services. Hence, you order wasn't successful." Just stay away from them because they really lack any form of logical thinking, professionalism, and honestity.
- Location
-
- Location
- Dalkeith
- Reviewing
- Sky
- Date
- 2021-07-22
- Comments
-
Worst service in the UK, complete disergard for customers, incompetent engineers. It seems that in the year 2021 this company has no other excuse but "the pandemic" for the total loss of service caused by their fauly exchange. How many engineers do you need to fix the cabling at the exchange? Well... aprently not enough to identify the problem for a minimum of 10 days... at least according to sky...
Don't go anywhere near this provider or you'll find out the hard way how terrible they are, just as I did.
- Location
-
- Location
- Wokingham
- Reviewing
- Sky
- Date
- 2017-08-14
- Comments
-
When it is working everything is good but if there is a problem, it ia not possible to reach customer service. They cut my service 2 days ago white moving and they said sorry.no help nothing.
- Location
-
- Location
- Solihull
- Reviewing
- Sky
- Date
- 2016-10-01
- Comments
-
Sky is having all the malpractices with the aim to deceive customer and extort more money. We had renewed the sky contract last year with an offer that Original TV bundle will have 50% discount. However they applied the offer a month before Contract renewal date effectively giving only 11 month offer. Is it not common sense for anyone to apply offer from Contract renewal start date and keep the old offer (75% disc) intact till previous contract end date? I am surprise how the sky representative did this whereas they should have advised and done right thing for customer. It is clear that they hide the fact and do not make customer aware of the contract date, offer date are different and with only aim to extort more and more money from customer. I would not recommend anyone to take Sky connection.
- Location
-
- Location
- Cambuslang
- Reviewing
- Sky
- Date
- 2009-08-31
- Comments
-
Very slow download speeds, i'm getting 1Mb most of the time. When I first joined i got 2Mb, that dropped to 1.6Mb and now only 1Mb download for the unlimited broadband package at £15 per month.
- Location
-
- Location
- Manchester
- Reviewing
- Sky
- Date
- 2019-04-17
- Comments
-
I have been a client for sky broadband for 3 years and am more than happy with their service . Their customer service team are always friendly and helpful. Technicians are knowledgeable, professional and ready to explain anything I don’t understand as always one of the team member called Amruth assist me and was able to solve the issue immediately he even gave me a discount for my next few months bill as a way of apologising on behalf of sky .
Lastly I would like to say keep up the good customer service
- Location
-
- Location
- Swindon
- Reviewing
- Sky
- Date
- 2017-07-16
- Comments
-
I had boardband connection problem since end of May, connection always dropped, tried to contact sky to solve the problem, spoke with their customer service in the beginning of June after queuing for nearly 1 hour, problem had not been solved, then from last Friday, I also used their message service, I spoke with more than ten people till now, Sunday evening, everyone just ask me' would you like me to Troubleshoot to find out the problem today with your Internet ?' After I answered yes then no response . Later it bacame a new person ask same question then disappear again. Never use sky. I try to leave as I got no connection for such long time but they said unless they found the problem, I cannot leave as my contract has not been finished yet, I think I have to pay the money and run away. My contact says that they will provide me boardband but they did not. And they refused to give any compensation. They got problems few times last year and there was no connection for the whole area for a whole day, they didn't even message us to tell us.
- Location
-
- Location
- Coventry
- Reviewing
- Sky
- Date
- 2017-06-27
- Comments
-
This is the worse company I ever dealt with!
I ordered broadband and the engineer came to visit/instal it but I was away. We checkhed & noticed that we have access to internet, so my partner contacted SKY and explained that we have internet and they said that's fine. Suddenly after 2 weeks, they cancelled my order without prior notice!! I can't believe it!
- Location
-
- Location
- redditch
- Reviewing
- Sky
- Date
- 2014-11-05
- Comments
-
over the last few weeks broadband keeps dropping, rang sky they suggested moving my router etc to where the phone line comes in which is not possible as no electric socket, I have had the broadband where it is for the past four years with no problem
- Location
-
- Location
- South yorkshire
- Reviewing
- Sky
- Date
- 2015-01-16
- Comments
-
We have been with sky since it was first introduced both our landline and Sky boxes have been part of our TV entertainment accessories for years. Their customer service is beyond excellent, broadband is an absolute bargain given the reliability and efficiency of any requirements or problems if any arise has always been dealt with in a professional and an amazing manner. They really are one of the best established companies around, I would advise everyone to sign up with Sky.
- Location
-
- Location
- eastbourne
- Reviewing
- Sky
- Date
- 2017-09-08
- Comments
-
awful customer service, awful prices for the internet speed they offer
- Location
-
- Location
- BEXLEYHEATH
- Reviewing
- Sky
- Date
- 2023-06-10
- Comments
-
I am disgusted by the service Sky provided throughout the house move. For the last 17 days I didn't have internet except for one day when Openreach engineer visited us. I work from home, and have missed so many deadlines, my son is missing uploading school homeworks. Numerous calls we made to Sky, they keep blaming Openreach, keep saying we don't need to stay home for the engineer's visit while engineer who visited said he certainly needed to come indoors. He also mentioned Sky tries to cut corners by not sending for engineers. I am disgusted, wish I could give zero stars to write this review. Now Sky says they need to wait for Openreach to get back to them for the next 4 days, then them to us....from experience we know it translates as--call and keep calling Sky. A service which takes money shamelessly without service.
- Location
-
- Location
- South london
- Reviewing
- Sky
- Date
- 2023-01-12
- Comments
-
Really shocking I place an order on 25/11/22 for full package including tv ,phone and broadband I was told that my broadband installation will be on 3/1/23 i was waiting all day no one turned than after making call to them they said we are not coming today .we will update you on the 12/1/23 just received an update that I will get another update on the 24/1/23 for installation date
After 6 weeks they still cannot give me a date
Please use other companies for internet
- Location
-
- Location
- Manchester
- Reviewing
- Sky
- Date
- 2014-01-02
- Comments
-
I have been with O2 for few years, using their up to 8mb unlimited service. Have been getting around 6.5 to 7.2mb download speed and true unlimited, uncontrolled downloads. Have been so happy with the reliability of this service that I avoided switching to BT infinity even though I loved the idea of 78mb speed. I did have occasional issues with streaming videos, but not significant to leave O2.
Just recently Nov 2013, O2 sold their broadband customers including my own, to SKY. Thats when the problems started. I do not trust SKY from previous dealings but thought I would give them a go! big mistake I may add.
They started by trying to sell me additional stuff that I did NOT need or want. Then they told me that I am getting a good deal on their usual monthly charges by more than doubling my subscription charge. I would not have minded paying extra for an honest provider with a good service. I would have paid O2 the extra money should they have asked, in reality they even gave me a discount few years back (£4.75 monthly charge).
I immediately noticed variation in speed. I then checked the speed and found that I am getting from 0.5 - 2.2mb. All that has changed is the provider, nothing else physical has changed. They restricted access to P2P sites.
When I requested my MAC code, they started by threatening me of a 12months contractual agreement that I never signed with them. They claim that by allowing the switch from O2 to SKY that I had no control over, I have in fact agreed to stay with SKY for 12 months. Ha Ha Ha, thats how I reacted (see you in court!!!).
I have now taken action to switch back to BT and give them a second chance. I am expecting to pay £27.00 per month now, but will gladly pay that just to get rid of SKY.
Lets hope they live up to their promises, otherwise am out of there also. There are lots of options out there I people should reward honest providers by joining them and avoiding SKY at all costs.
- Location
-
- Location
- Oldham
- Reviewing
- Sky
- Date
- 2014-04-14
- Location
-
- Location
- Portsmouth
- Reviewing
- Sky
- Date
- 2020-04-10
- Comments
-
Really terrible. I have had several times without internet in addition to very slow download speed in the best of times. The recent one the inernet down again I was told that it has to be looked at by a sky engineer first - appointment 11 days away. As a key worker, a teacher who must use internet to teach, this is really the last straw. Although the staff at reception was sympathetic, their manager did not appear to care. Even I'm not under any contract, they still charge me for 14 days cancellation notice without any internet! Avoid at all costs!
- Location
-
- Location
- London
- Reviewing
- Sky
- Date
- 2014-08-17
- Comments
-
Rubbish .... Speed is worser than normal internet ... Using mobile data more than the sky optic fiber .... Cant wait for the contract to end.
- Location
-
- Location
- Northern Ireland
- Reviewing
- Sky
- Date
- 2019-02-06
- Comments
-
Joke, the connection was good at the start. The more you get into it the worse it gets. Connection won’t even work upstairs most of the time. Really do not recommend especially with consoles. The connection doesn’t even work I would be lucky to get connection on my phone in my room never mind on my Xbox. Seems to be the connection is horrible all day and as soon as it his 11:30pm-12am it doesn’t even work at all it’s gone.
- Location
-
- Location
- London
- Reviewing
- Sky
- Date
- 2020-08-05
- Comments
-
Just don't EVER get Sky.
They are just the absolute WORST internet providers that I have ever encountered! I am a student and when I first moved into my first flat, they couldn't book us an installation for 3 weeks, so we simply had no wifi for the first 3 weeks of uni, which was absolutely ridiculous!
Then the installation guy was late and apparently 'missed us' even though there were two of us home!
Calling them up just did not work as the customer service was completely unhelpful.
Then, after we moved into a new flat, we needed another installation appointment so they scheduled us for 3 weeks later, which we were expecting this time so okay.
BUT! Then 5 days pass and we get a call saying that our appointment has been cancelled because there was a mix up with our address! Instead of calling or emailing to double check the address, they just cancelled the appointment completely without consulting us! Now our installation date has been moved back another 2 weeks and we wont have wifi for 5 weeks! This is absolute INSANITY and I can't BELIEVE that their customer service and operations are so poorly managed that they can get away with crazy stuff like this!
DEFINITELY AVOID AT ALLL COSTS!
- Location
-
- Location
- St. Ives
- Reviewing
- Sky
- Date
- 2016-12-01
- Comments
-
Terrible have had no WiFi for 2 weeks now. Engineer came out today couldn't fix it. So now we have to wait another 5 days for Bt to come out. Got a £10 Tesco voucher. Not good enough.
- Location
-
- Location
- Reviewing
- Sky
- Date
- 2017-09-27
- Comments
-
Amazingly bad customer service and overall rubbish broadband issues. I don't think they could provide a worse service if they tried.
- Location
-
- Location
- Tenterden Kent
- Reviewing
- Sky
- Date
- 2014-08-27
- Location
-
- Location
- STAMFORD
- Reviewing
- Sky
- Date
- 2021-03-19
- Comments
-
Poor speed all the time
- Location
-
- 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
-
- Location
- Liverpool
- Reviewing
- Sky
- Date
- 2021-02-26
- Comments
-
Internet with sky is awful which is why I’ve cancled it for be upgraded to everything what they’ve told me to do to fix the issue which seems to be saying what everyone else is saying seems like they know but it’s just a way to get more money so yer I’ve moved to virgin, couldn’t be any happier sky going down bill how much money does sky have though come on.. and they still can’t fix it it’s 2021 they was doing this back in 2016 every properly I’ve moved in I’ve had the same issue so it’s nothing to do with the area sky r just **** end of really
- Location
-
- Location
- Barnsley
- Reviewing
- Sky
- Date
- 2016-01-21
- Location
-
- Location
- Lossiemouth
- Reviewing
- Sky
- Date
- 2020-03-08
- Comments
-
Absolutely shocked with the connection speed with sky, have nothing but problems with them, wish you could give them 0 stars!
- 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.