2,278 Customer Reviews over 57 pages
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- Location
- Stalybridge
- Reviewing
- Sky
- Date
- 2020-05-27
- Comments
-
My broadband has been slower than ever for a week or so and for the last two day it's not worked at all, the internet is the only thing keeping me and my kids going through this lockdown and without it has been a nightmare
- Location
-
- Location
- London
- Reviewing
- Sky
- Date
- 2017-10-17
- Comments
-
Sky want to reel you in and over complicate things. I am moving house and need to cancel. Just been through 10 pages of advertising and 'why are you leaving'? questions, to be told that I have to call them, when you call, it tells you you have to wait an hour and to check online. Check online and you have to call... Kafkaesque!
- Location
-
- Location
- Newcastle Upon Tyne
- Reviewing
- Sky
- Date
- 2014-10-16
- Comments
-
The customer service and communication of Sky is truly awful. They make it almost impossible to be cancel.
I had weeks of trouble trying to get the broadband set up (whilst paying for it of course) having to make regular departures from my place of work. This eventually caused months overhang on my 12 month tenancy which I had to pay for.
Every phonecall/transaction results in you losing money, you have to spend hours on the phone to get them to agree that you're in credit after they've wrongly vaccuumed what they like from your personal bank account.
I've had phonecalls that have descended to me having to explain simple maths. Once you've got agreement they still don't do what they say and you start the whole thing again.
I'm not a usual reviewer/complainer but this type of behaviour needs to be documented as they do not deserve your money.
- Location
-
- Location
- Hertfordshire
- Reviewing
- Sky
- Date
- 2015-07-13
- Comments
-
Changed from BT fibre which was poor and now starting to regret it. The speed is much faster than BT's offering, but The Sky service keeps on dropping out - every day without fail and throughout the day. It's so frustrating for every member of my family!!'n
- Location
-
- Location
- maidenbower, crawley
- Reviewing
- Sky
- Date
- 2016-09-16
- Comments
-
Keep losing connection, slow, expensive
- 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
- derby
- Reviewing
- Sky
- Date
- 2014-11-14
- Comments
-
I have been with sky ever since i moved out of my parents 12 years ago and most of the time i have had an acceptable service. as far the sky+ service you cant fault it after all its just watching tv most companies cant get this wrong. broadband however leaves you feeling like you've just been ripped off most of the time. the majority of the time i have had normal adsl and this was always terrible where ever I lived (even at one point next door to an exchange) maxing out at about 5mb/s connection speed so about 500kb actual download speeds for the promised "upto 20mbs" they claim which im assuming you only get if you hardwire your computer into the exchange itself or something. moving on i now have fibre unlimited 40mb which is not too bad even though the hub they give you is no where near capable of this speed and the wireless is the worst ever. all in all id say if you want a mediocre service that just about does what it says sometimes then sky is for you. otherwise id go with virgin even though they throttle speeds you still get 10x more than you would with sky on a good day. thats my 2 pence. thanks lol
- Location
-
- Location
- Somerset
- Reviewing
- Sky
- Date
- 2020-01-03
- Comments
-
I pay for Sky because it is cheap, and I get very little money, so I only spend under 30 a month. But it lies, I am only meant to get 15mbs, and whenever I check it on their website it says that it is constantly at 19mbs.What BS. I have spent the lazt 2 hours, trying to watch a video that's not even in HD, and is only 23 minutes long. It buffers every 2 seconds. I am not convinced it is ever at 19mbs, and believe Sky is a scam. I like in a two people household, and the only other person who is on the wifi, is my partner who is just on his phone. Regret my choices but I am on a contract.
- Location
-
- Location
- Dorset
- Reviewing
- Sky
- Date
- 2023-01-10
- Comments
-
I phoned sky about my TV subscription, however they would not listen until that had offered me every up grade on broadband, mobile, phone line, I refused all, having just recieved a new up graded hub I looked at my account to see they have gone ahead and upgraded my service at an extra £7 a month, I have e-mailed them and they are now cancelling my broadband altogether,
- Location
-
- Location
- Oldham
- Reviewing
- Sky
- Date
- 2018-05-31
- Comments
-
Customer service is not bad ,quite reliable barely drops but the standard broadband speeds are horrendous advertised as 17 mb per second i get maximum 4 and have been with them for 3 years is cheap only reason am staying but will not be renewing next year
- Location
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- Location
- Hither Green, London
- Reviewing
- Sky
- Date
- 2018-09-28
- Comments
-
Their customer services are among the best I've used which is one of the reasons I've stayed with them over the years, but the broadband speeds in our area are rubbish. I am supposed to get up to 24MB and my latest speed test shows I get around 4.
- Location
-
- Location
- preston
- Reviewing
- Sky
- Date
- 2015-03-04
- Comments
-
i have been told by my broadband provider that due to the distance i am from the cabinet my fibre speeds are capped at 22 mbs- so by the time it reaches me it drops to between 9 and 13 mbs. i am paying for fibre broadband and i have been told that due to the quality of my telephone line i cannot get faster speeds. is this the fault of BT as they own the lines or is this sky who are telling me they cannot get it any quicker. or is it the quality of their HUB. sky customer service is very good, but not sure if truthful when it comes to speeds.
- Location
-
- Location
- Swansea
- Reviewing
- Sky
- Date
- 2017-08-25
- Comments
-
As a student myself and my two flat mates had sky broadband installed because it was one of the cheapest offers on the market, and everyone we knew had decided to go with Sky also.
I must admit, we never had any issues with connection except for when there was a storm, and the speed wasn't really an issue either. However, the customer service from Sky is appalling. Trying to cancel the broadband was a very difficult process - one that started in early June and has only just concluded in mid August. Sky had continued to take money from my account the month after it was cancelled, having given the required 14 day notice this should not have happened. To make things worse, every time we phoned the customer service team we got a different response, initially telling us that we owed more money for cancellation despite our contract term being over. Both members of the team at the call centre we spoke to about this were rude, patronising and unhelpful, and both insisted that we had been told about cancellation fees when we took out the contract (there was no mention of this as we didn't cancel it early). Having paid the extra they claimed we owed, I then received an email stating that I was due a refund for the money that had been taken out of my account and the extra I had paid.
I think it is worth mentioning that all 6 of my student friends that chose Sky broadband for their student houses also had very similar, if not worse issues with sky when it came to cancellation. Definitely an experience that none of us will be going through again.
- Location
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- Location
- Dalkeith, Scotland
- Reviewing
- Sky
- Date
- 2017-02-07
- Comments
-
My experience with Sky and their broadband has been somewhat mixed, but mostly negative after being with them for around a year at this point. When it works it's actually pretty decent, I can keep a good connection to stuff like servers and hosts, and downloading -- while obviously not that fast -- is usually not bad either. And it is an unlimited service, so there's no real limit to what you can do outside of really intensive tasks that go past the provided bandwidth.
My biggest complaint however is the reliability of it all. The above statement is irrelevant most of the time, as I am constantly hit with huge spikes in lag or latency when playing games or streaming a basic video, and even worse the broadband tends to disconnect entirely which results in loss of connection and is incredibly frustrating to experience. I wouldn't mind this so much if it happened maybe once or twice a day, but I suspect that it happens dozens of times per day and makes me a bit afraid to do something over the Internet in case it does happen.
I have used customer service a few times and am likely going to start looking at perhaps switching providers if my experience with Sky does not improve, but even when officials come directly to my house it doesn't end up being very useful. I've had my router replaced once which has done virtually nothing to fix any of the connection problems, and an analyst of some sorts came and went without giving any insight or anything that could help me become a bit more reassured. To give credit where credit is due though, the manual service is certainly there, but how useful it is will vary from person-to-person.
In short, I am overall quite dissatisfied with the reliability of the service and would not recommend getting Sky broadband on that front, unless you only need very light use of the Internet (such as browsing text and pictures, or looking at e-mails). Everything else is sort of in the middle, not amazing but it has some merit to it.
- Location
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- Location
- Southampton
- Reviewing
- Sky
- Date
- 2015-12-27
- Comments
-
I was a Sky Broadband customer (speed and reliability perfectly fine), then switched to another provider 12 months ago. Called the Sky Broadband sales team again recently to check offers and was immediately put off by the Neanderthal-like sales tactics. They've put me off and I won't be returning!
- Location
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- Location
- Wakefield
- Reviewing
- Sky
- Date
- 2023-06-16
- Comments
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Been with Sky a while and happy with most packages but their broadband speed is not great and it does drop out at odd times. Not sure if any other provider will give better speeds but they are cheaper.
- Location
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- Location
- London
- Reviewing
- Sky
- Date
- 2017-10-25
- Comments
-
We decided to move over to Sky broadband after a few issues with another provider. Ordering process fairly easy and the box arrived within a few days - great!
However, all ready to set up to become live on the date shown on the box and surprise surprise it didn't activate. After leaving until the next day as it stated it may take up until midnight to activate it still hadn't. We called up customer services who told us there was fault on the line and we wouldn't be up and running until the following Monday (no mention of engineer visits) - that was 3 days away! Why not be notified of this, Sky are very happy to email/text with welcoming you and for bank details but not when there is an issue! Same day of calling I received a text to say we were up and running..errr no! Rang them again and was told an engineer would need to come out due to a fault on the inside line! Engineer appeared only to unplug one cable and insert into another part of the plug - what a waste of a trip for OpenReach's engineer and us staying at home from work to let him in! I would say Customer Services NEED to have an option to run through three or so ways to fix the issue over the phone because wasting an engineeer's time as well as ours - it turns out we had too many extensions on our plug!!!!! No one told us and it has been a waste of Skys/Open Reach resources not to mention ours and our data allowances on Phones!!!! Something that could have easily been fixed from someone talking us through it on the phone. A 3 Step run through solution would stop an easy error becoming a major issue. We also tried the 3 'simple' steps on the sky help online forum none of which mentioned too many extensions cables - sort it out Sky!
This could have been an easy fix and instead you have wasted our time and not to mention OpenReach's Time when there are real issues that people have been waiting weeks to have sorted!!!!
- Location
-
- Location
- Hampshire
- Reviewing
- Sky
- Date
- 2013-10-26
- Comments
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disappointing customer service. Long waiting times and little help resolving technical problems. Over a weeks waiting to clear no ringing problem on phoneline.
- Location
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- Location
- Wrexham
- Reviewing
- Sky
- Date
- 2023-12-01
- Comments
-
Great at taking your money, the broadband itself has been mostly OK, but then when you want to ask questions or end a contract the service from staff is really poor. It's like they don't train people well, they become passive agressive and you have to chase them up. I wouldn't use them again.
- Location
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- Location
- Eastbourne
- Reviewing
- Sky
- Date
- 2016-04-27
- Comments
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Having checked speed and found to be 0.24-0.39 Mbs DL (not fibre) expected up to 6mb!! contacted Sky, most helpful with all -- checked line OK, changed filters, re-booted, changed cord from router to master socket. Zilch!! On phone (mobile) for half hour plus going over the same things. At last managed to get an engineer appointment 2 weeks from now. Very helpful but pointless exercise. Unable to tell me what speed I should get for what I pay! Overall sympathize with customer service agent but after the test could not understand why loathe to send engineer. Seems to think something wrong with set up internally. However, same set up for last ten years and only discovered very slow speed when trying i-player and that kept buffering - has worked ok before. Sky are sending new filters and router cable. Fingers crossed or will be looking to switch but will give them a try.
- Location
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- Location
- East Yorkshire
- Reviewing
- Sky
- Date
- 2017-04-17
- Comments
-
I am now using my third router supplied by Sky. I am signed up to high speed fibre which should give me a speed of up to 34 mbps. Best I have had is 29 and the lowest recently 18.
I am tied in to an 18 month contract at half price, so at the moment it's not bad value. Basic Broadband was not good enough. When my contract terminates, I shall be looking elsewhere.
An Open Reach engineer called and after much time spent messing with meters etc.said as far as he was concerned 34 was coming to the house and the rest was not his problem.
Sky give lots of useless advice such as don't have the router near a mirror, a fish tank or in an old house with thick walls-none of which applies to me.
It would be nice to subscribe to a company which would send somebody into your house to advise and check. Sky don't.
- Location
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- Location
- Surrey
- Reviewing
- Sky
- Date
- 2019-01-01
- Comments
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Was happy enough when I was with Sky (TV, phone and broadband) although a bit costly. Had to change due to a rental move and they made it almost impossible to leave. Took me nearly 3 months of wrongfully sent texts and emails from Sky, numerous text chats and phone calls with customer services who all promised to sort out what was all a Sky mess and not my fault but they never did. Now I have completely unrelated email offers saying "come back to Sky" at half price of what I originally paid. So they clearly charge too much from their current customers when they can afford that :-(.
- Location
-
- Location
- bolton
- Reviewing
- Sky
- Date
- 2017-04-21
- Comments
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I was with o2, they were taken over by sky, not much changed.
They are pretty reliable, but the download speed is less than a third of what I am paying for 5mb, instead of 17mb, so now they're putting their prices up, yet again, I intend moving to a different ISP to get fibre, and hopefully a faster connection speed, for the same price I am paying sky. It's time the government sorted out these ISP providers, you pay for one thing, but you get another, it's a scam.
- Location
-
- Location
- Brentwood
- Reviewing
- Sky
- Date
- 2020-07-25
- Comments
-
Broadband was more reliable before going on fibre. Often cant even do the speed test.
- Location
-
- Location
- Abingdon
- Reviewing
- Sky
- Date
- 2014-01-20
- Comments
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Too many dropped connections to be acceptable. I also note that since we notified Sky of the cancellation of the service, dropped connections have increased dramatically in number.
- Location
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- Location
- Southend on Sea
- Reviewing
- Sky
- Date
- 2015-08-03
- Comments
-
Sky phone broadband is 7.9mb & 1.4mb upload/download speeds, which is pathetic.
always getting kicked off of servers, watching anything online is a joke.
TIME FOR CHANGE
- Location
-
- Location
- Sheffield
- Reviewing
- Sky
- Date
- 2021-02-16
- Comments
-
Been with Sky since August 2020. Ever since have had recurring problems of connection dropping, wifi cutting out completely for a day, max speeds of maybe 8 to 10 mbs during peak times.
I've even had the peculiar problem of next door neighbours Sky Hub crossing over with ours causing their devices to connect to our network, slowing purs completely. One new router later, 2 planned engineer visits that never happened and many hours with customer services, our broadband is still a pile of refuse.
Yet when complaining, nothing os wrong on Sky's end and it MUST be our router, despite the neighbours having problems too. The staff are also abysmal. I had one guy sass me because I actually knew what I was talking about and had already tried everything possible before calling them.
As soon as this contract term is up, we'll be switching.
- Location
-
- Location
- London
- Reviewing
- Sky
- Date
- 2018-04-26
- Comments
-
A bad,time wasting and impoverishing experience. On moving house my account was not cancelled as requested. Instead I was told there was no need to cancel the broadband as I took the rooter with me. I was told the telephone line would be blocked. That left the TV for which I have continued to receive regular bills and demands.I have dealt with these on a monthly basis by speaking to helpful people who apologise and say it will all be sorted out,but then do nothing. I have a second Sky account which I am now cancelling as a result. I warned that I would do this but the helpful people appear not to care. Cancellation procedures with Sky are chaotic.
Infuriating experience to be avoided.
- Location
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- Location
- Kent
- Reviewing
- Sky
- Date
- 2017-07-31
- Comments
-
Pretty rubbish really, the connections are unreliable, even those on fibre, there connection is not reliable, as soon as Openreach play with the junction box, then we have problems for weeks on end, then Openreqach come out again, fix the problem and everything settles until the next time. The providers are not interested, all they are interested in is stealing as much money as possible from their customers. In effect, Broadband should be considerably cheaper than what it is, it is only because of the greed of Openreach and BT in general, that we have to pay extortionate rental costs. The sooner the government stops BT and Openreach having a monopoly the better.
- Location
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- Location
- cardiff
- Reviewing
- Sky
- Date
- 2016-04-11
- Comments
-
We recently moved, and because of the area had to make Sky or broadband/telephone/internet provider. We went for Sky fibre which promised the earth. Whilst the speeds are pretty good, the supplied router struggles when more than one device wants to stream. Example, when NOW TV is streaming in one room, a playstation is online gaming in another and someone is online somewhere else, it's all too much for the sub standard router. So, I bought a new router. It wasn't until I tried to connect it that the useless broadband tech adviser pointed out that in the small print it states that you cannot use a different router than the one supplied on their fibre package. Which means I'm stuck with this sub standard junk for the remainder of my contract. Clearly Sky don't want you taking full advantage of your fibre network with a decent router.
- Location
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- Location
- BRISTOL
- Reviewing
- Sky
- Date
- 2023-02-17
- Comments
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Started my program on Feb with an advertised price of 25/month, after 2 days I receive an email for an increase to 29 pounds/month. I understand the annual price increases on April but this is misleading and frustrating
- Location
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- Location
- Milton Keynes
- Reviewing
- Sky
- Date
- 2011-02-12
- Comments
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The staff in their call centres seem to have tried hard to fix the problems with my line, but since switching to them my broadband has gone from being "rock solid but a little sluggish" to "OK for a while, but sooner or later, totally useless". After escalating my problems, my connection was good for a while, but now it's heading for the toilet again...
- Location
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- Location
- UK
- Reviewing
- Sky
- Date
- 2014-04-03
- Comments
-
I've been a Sky+ HD, telephone and broadband customer for the best part of 3 years and during that time had very little issues with the (non-customer support) service received in return for my £60 pcm. The broadband was always fast and reliable, the phone line was always active and the HD TV quality was great.
When we first signed up to Sky 3 years ago, they confirmed an installation date and then didn't even turn up/communicate they were no longer coming so having taken a day off work wasn't a good start.
In addition they started the cancellation process of my Sky contract on the instruction of a 3RD PARTY without even checking / validating the request with me!! This has led to weeks of jumping through hoops and being passed between Sky departments to avoid having the broadband and TV cut off.
I'm now looking to move house which will require me to move to a temporary property before moving into my new permanent one. This means that I can't simply move my Sky subscription so instead I'm having to cancel my subscription with the intention of re-joining in a month or so.
Trying to cancel my contract has been a complete nightmare. Sky appear to have deliberately made the cancellation as difficult as they possibly can, ignoring emails and letters, not returning phone calls, cutting me off whilst on active phone calls and passing me around department to department. When asked to speak to a senior manager/complaints department they repeatedly cut hung up on me or refused to put me through, stating that Sky doesn't have a complaints department (despite it clearly stating you can complain by phone on their website).
I am SO dissapointed with Sky's customer service that there is now no chance that I will re-sign up with them when I move into my new property as I will opt for BT or Virgin Media.
- Location
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- Location
- London
- Reviewing
- Sky
- Date
- 2020-02-15
- Comments
-
I have been with Sky many years and recently switched to Sky Q. The new routers they supply are absolute garbage, unreliable, constantly dropping connections and variable speed.
I have had two now and both failed within weeks - in the end I switched back to the old router I have had for over 4 years now. If you are a new customer and don't have that option it must be a nightmare. They really need to sort the router quality out.
- Location
-
- Location
- London
- Reviewing
- Sky
- Date
- 2016-11-21
- Comments
-
I'm moving away from Sky because we don't need the TV service anymore, and because our bills seem to be completely random between 45 and 60 pounds recently for no apparent reason. Got confirmation of the move on the 22nd, but Internet stopped working today, one day early at midnight. And that's after about 10 years with Sky. Make of that what you will.
Unless you need Sky TV, anywhere else is better!
- Location
-
- Location
- Slough
- Reviewing
- Sky
- Date
- 2022-07-24
- Comments
-
We have the misfortune to have sky TV,broadband and talk,whilst the TV and broadband are acceptable the phone line and service to get it working are deplorable nearly 2-3 hours waiting on a sunny Sunday for someone to inform us on how they will rectify this issue, on our experience we cannot recommend sky and now and after being pushed between pillar and post realise we made a mistake in not going with virgin media hopefully someone at sky will read this and get there ass in gear
- Location
-
- Location
- Basildon
- Reviewing
- Sky
- Date
- 2018-09-03
- Comments
-
Had Sky Broadband for 11 months so far completely dissatisfied breaks down at least once a day signal weak I've now got extra data on my phone because I can't rely on the broadband today working
- Location
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- Location
- Basildon
- Reviewing
- Sky
- Date
- 2018-09-03
- Comments
-
Had Sky Broadband for 11 months so far completely dissatisfied breaks down at least once a day signal weak I've now got extra data on my phone because I can't rely on the broadband today working
- Location
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- Location
- Derbyshire
- Reviewing
- Sky
- Date
- 2019-02-28
- Comments
-
its very very hard to leave sky.
they make it very hard to charge more from you.
prices are high.
Indian call centers hard to deal with
- Location
-
- Location
- London
- Reviewing
- Sky
- Date
- 2016-02-20
- Comments
-
When I first signed up to sky I applied for an account which included 6 months reduced broadband. For reasons out of my control this attempt failed.
I then received a phone call offering me what the operator said was basically the same package. Amongst all the jargon I failed to catch the part where she would tell me that the 6 months reduced broadband would not be included. By the time I noticed this, I was signed into a 12 month contract.
At the end of the 12 month contract, I received no notification that my contract was ending and so i could apply for a new service. Instead I was placed on a rolling contract.
At the time on the phone, the operator also offered me free weekend calls, I said "I wasn't planning to use a landline phone anyway." I was told, "well it doesn't matter because it comes free, so you may as well have it". after 12months however this service became a service i was paying for.
I received no notification of this fact either.
Partly my own ignorance and lack of organisation and partly I believe the misinformation and smoke and mirrors of the sky sales team, leads me to write this review and warn others of the consequences of signing up for broadband with sky.
- 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.