2,278 Customer Reviews over 57 pages
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- Location
- Reviewing
- Sky
- Date
- 2016-09-12
- Comments
-
Absolutely appalled by the customer service. Been with the company 18-19 years had all the stuff and pay over the odds to have it. One month where we have asked for help and they have not even tried to help. Do not recommend.
- Location
-
- Location
- Cumbria
- Reviewing
- Sky
- Date
- 2016-05-30
- Comments
-
First thing to say about Sky is that, regardless of the problems we had, their customer service was top class. Their call center was also based in the UK which is a luxury BT can't seem to afford.
However, the product itself was bad. No, scratch that - it was VERY bad. We don't get "super fast" broadband in Cumbria anyway, but as I work from home I need a reliable, usable download speed - 3 Mbps or above is usually fine for me to do what I need to do online. We had been with BT for about a year and we'd been getting between 5 and 7 Mbps so I was happy with that, but when BT came up for renewal, the price for phone plus broadband was essentially the same as the price at Sky for phone, broadband, and Sky TV, so we decided to switch.
Sky's salespeople assured me that the speed was purely determined by the infrastructure in my area - i.e. the cabling, telephone exchange, etc. and that therefore I should expect to see a similar speed after the switchover. Sky's website offered a more conservative estimate of between 2 and 6 Mbps for my postcode, but after the reassurance I was happy to proceed.
We switched from our BT router to the Sky router around 6:00pm on the date of the switch over and immediately noticed a difference in speed - it was SO much slower. It remained painfully slow all evening, even past midnight into the small hours so I don't buy this "peak times" nonsense.
We'd gone from getting 6 Mbps on BT earlier that same day to getting 0.3 Mbps from Sky in the evening - a drop of 95% of our broadband speed.
0.3 Mbps is about what we've averaged in the evenings since. The speed starts to drop around 4:30pm, and by 6:00pm it's like using dial-up. I need to be accessible for work, it's part of my work contract that I'm available to jump on and sort out any issues that arise in the evenings and Sky broadband makes it impossible for me to complete my job.
The speed falls well below even their lowest prediction. I have spoken with Sky about it, and their very nice customer service rep ran a bunch of line tests and so on to make sure everything was configured correctly. She was then straight and honest with me and told me that there's nothing they can do, and that the only way we'd be able to get back to the speed we'd been enjoying would be to switch back to BT.
So that's what we've done and our contract with Sky for phone and broadband has been cancelled. If you're looking for a basic service and don't mind using it at off-peak times (like during the day) maybe Sky broadband wouldn't be a bad option. But if you want to be able to use your internet connection in the evening or at weekends, you're really better off looking elsewhere because Sky, by their own admission, simply do not have the equipment to keep you online at anything like an acceptable speed. I'm very disappointed with Sky's product, though I am grateful for their honest customer service advice.
Strongly not recommended.
- Location
-
- Location
- Reviewing
- Sky
- Date
- 2015-06-03
- Location
-
- Location
- a
- Reviewing
- Sky
- Date
- 2014-12-12
- Comments
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i have been spammed through my personal email account and they decided to cut my email off completely. There is no way that i can send an mail now and get the emails which are very important at this time. can't believe it. They wont help me over the phone because i am not the bill payer which is fair enough is i wanted to cancel the package or something drastic like that but all i need is help on how to get my emails back up and running. The women on the phone sounded like she had no idea what was wrong with my email and half way through me telling her my problem she must have spotted it was a mans name as the account holder and asked for the account password so she didn't have to help me.
JOKE. wouldn't recommend at all infact what an awful service i will be setting up a new email and getting my package cancelled.
- Location
-
- Location
- Manchester
- Reviewing
- Sky
- Date
- 2022-11-08
- Comments
-
very bad customer service, my Call divert has stopped working for nearly 3 weeks and i'm still waiting for them to resolve it and they keep fobbing me.
My call divert isn't working if someone trys to ring my landline which then diverts to my mobile it cuts off.
i have reported the issue to sky but unfortunately they never sorted the problem.
on sky help forum every body is complain about the same problem
so now i decided to move to another service provider.
- Location
-
- Location
- Warwickshire
- Reviewing
- Sky
- Date
- 2017-01-08
- Comments
-
I have been in dispute with Sky since September, get passed from pillar to post to discuss and resolve the matter and still not got nowhere! A friend of mine had both sky and BT broadband and tv and advised that that they will not be renewing their contract with Sky! I can honestly now see why! Sky is only interested in Company satisfaction, not customer satisfaction.
- Location
-
- Location
- LONDON
- Reviewing
- Sky
- Date
- 2022-05-27
- Comments
-
I don't have a word or number to rate sky business broadband and phone, very stressful and poor service all the way, never try them again and not recommended, better pay more with virgin and get good service. moved from Virgin for better deal but now I do regret. Sky customer service and installation process are very bad, call records are not in the system even though you spoke to their customer service agents properly.
- Location
-
- Location
- Colchester
- Reviewing
- Sky
- Date
- 2021-04-04
- Comments
-
Drops out every day only have speed of 14 to 30 Mbs Download and 13 Mbs upload. I am paying for super fast speed. why should I pay for new wifi box.Getting fed up with it time for a change to another Broadband provider I think as sky only want your money.
- Location
-
- Location
- London
- Reviewing
- Sky
- Date
- 2020-04-09
- Comments
-
My 18 month experience with Sky Broadband/Media has been awful from start to finish.
After moving into my new house I decided to choose Sky as a provider. Biggest mistake! See below for the main reasons below:
- High (hidden) set up costs
- Unorganised set up process
- Poor customer service
- Annual increases to contract without consent
- Poor internet/wi-fi connection
- No good solutions to improve the internet
The only good thing about Sky is the range of channels. However, you have to pay a arm and a leg to get these channels. Your better off streaming Amazon Prime, Netflix, & Disney Plus for a range of good shows/films etc.
I would go in more detail about the specific bad experiences I had but don’t want to kill you guys with a essay.
Many years ago Sky was good but not no more. Don’t waste your time and money with Sky. I’ve warned you!
- Location
-
- Location
- Essex
- Reviewing
- Sky
- Date
- 2022-11-16
- Comments
-
Oversubscribed, unreliable, unhelpful and useless broadband provider.
- Location
-
- Location
- Cambridge
- Reviewing
- Sky
- Date
- 2015-10-02
- Comments
-
Very poor but cost loads
- Location
-
- Location
- Bromley
- Reviewing
- Sky
- Date
- 2017-08-03
- Comments
-
My experience with SKY is consistently bad. The service has become progressively poor. I've had SKY broadband since 2012 and the service just seems to get worse and worse. They advertise that the speed is up to 17Mbps. I am scratching barely 2Mbps. A recent speed checked confirmed that my speed is 93% slower than what it should be. The exceptionally poor service began in March 2017. I contacted them and they said they would send me a new router. They made no mention that even though I've consistently paid for the service for 5 years without hiccup and the fault was on their part, that they would charge me for a new router. I've only discovered on 3rd August 2017 that they indeed charged me for something that was SKY's fault. Of course a new router didn't sort the problems out, namely the pedestrian broadband speed and a very poor phone line. This came to a head in May where I lost phone and broadband service for a week. Again, despite the fault with the service lay with SKY, they again in a very underhand manner made it a condition of sending an engineer round that I enter into a new contract with them, even though I was paying them for what I thought was pursuant to an existing contract.
I have tried to contact their customer service team by phone and was left hanging for nearly 40 mins without an agent answering. Quite frankly, SKY's level of customer service is quite appalling. I am sick and tired of their surreptitious and disgusting practices and their underhand tactics in extorting money out of their loyal customers. I am on the verge of getting rid of them and going with an alternative provider. I am a very dissatisfied customer.
- Location
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- Location
- London
- Reviewing
- Sky
- Date
- 2018-07-15
- Comments
-
Terrible. Was with BT and switched to sky because of price. Worst mistake ever. We hardly get a wireless connection. Sky fibre can't connect to mobiles. Try to contact them, wasted 3 hours and got nowhere
- Location
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- Location
- Sheffield
- Reviewing
- Sky
- Date
- 2014-05-21
- Comments
-
Worst signal EVER. I would absolutely not recommend Sky to anyone. We literally have to sit on top of the router or within 5 meter radius if we want any wifi connection at all and even then it's slow and often disconnects. Absolutely shocking that such a reputable company could allow this after a very apparent dissatisfied collection of customers. Hate, hate, hate it!
- Location
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- Location
- Bognor Regis
- Reviewing
- Sky
- Date
- 2023-10-16
- Comments
-
I would not recommend getting sky broadband. I placed my order on 20th September, it’s now 16th October and I’ve just been told I won’t get it before 3rd November. That’s 6 weeks and that’s not guaranteed. They constantly blame delays on orders and blame Openreach don’t have engineers available in my area. But yet when I enquired with talk talk and BT they can book an engineer within 10-14 days which is acceptable!
- Location
-
- Location
- CROYDON
- Reviewing
- Sky
- Date
- 2016-10-28
- Comments
-
pay for the sky's fibre package and still get terrible signal and speeds no matter how I'm connected
- 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
-
- Location
- Ealing
- Reviewing
- Sky
- Date
- 2018-07-15
- Location
-
- Location
- Manchester
- Reviewing
- Sky
- Date
- 2014-10-17
- Comments
-
Speed: Central manchester, 7Mb. I got better in a suburb of Leeds.
Reliability: Poor, the circuit stays up, but frequently fails to provide any Internet connectivity.
Customer Service: The CS department will not raise a fault or speak to me, despite me being a named user on the account. The original account holder has left the property and is no longer in contact, so I cannot raise faults. They would rather me cancel my direct debit and close the account than help. Poor.
- Location
-
- Location
- UK
- Reviewing
- Sky
- Date
- 2020-03-08
- Comments
-
The internet is terrible doesn't work well at all on my pc. Not very pleased with it and it is quite annoying when I'm trying to do something but it won't let me as the internet is not working on my pc
- Location
-
- Location
- Plymouth
- Reviewing
- Sky
- Date
- 2024-04-09
- Comments
-
Poor and unprofessional service. Delay in delivery of router. Customer service team were very unhelpful and couldn’t give me an update or a solution
- Location
-
- Location
- Birmingham
- Reviewing
- Sky
- Date
- 2023-12-29
- Comments
-
Worst company to use, I paid for the Ultrafast broadband service for 1.5yrs, during the first year, the internet connection was horrible, kept on coming in and out, only had a fast connection at night. I mostly work during the day so this did not affect me, however, from the 24th of December 2023 until the new year, they had an outage in the area which they did not bother to fix and left me without internet connection for 1 week during the holiday period, when I asked how long it would take, I was told they don’t know. Horrible customer service, each representative had no clue how to solve the issue. Never use sky, waste of money, I was paying £38 a month for 150Mb/s, and before them I was using Virgin for £28 a month for 250Mb/s, I will never use this company again, waste of service and horrible customer service.
- Location
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- Location
- Nottingham
- Reviewing
- Sky
- Date
- 2022-11-10
- Comments
-
This is the worst broadband and company so far. They will charge you for service you are not enjoying. My broadband is not working and they said I would have to wait for when the engineer will be available and I will still have to pay for the period the broadband is not working. And they agreed the fault is from their side. I will never advise anyone to subscribe to sky
- Location
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- Location
- London
- Reviewing
- Sky
- Date
- 2016-05-28
- Comments
-
Very happy so far, even though sometimes the speed drops
- Location
-
- Location
- London
- Reviewing
- Sky
- Date
- 2017-07-30
- Comments
-
I've got a problem with my broadband I'm trying to call them 10 times for 10 month and they said you have to set up your Sky but still same problem what's the problem no signal for wi fi when you want to watch there any video you have to wait a few seconds connect and disconnect
when I have signal the same problem
- Location
-
- Location
- Wokingham
- Reviewing
- Sky
- Date
- 2022-03-07
- Comments
-
Horrible speed and connection keeps dropping they have managed to get bt to dig up the footpath stating cable problems outside my house which took about 3 weeks and have not resolved the problem in number of weeks now, connection is still awful. Avoid, had no issues with bt and other providers.
- Location
-
- Location
- Littleport
- Reviewing
- Sky
- Date
- 2023-07-28
- Comments
-
I opted for Sky broadband because of the promised earliest activation date which was on 24th of July.
It didn't get activated even after making multiple calls to your customer care team. You verified that all the connections were done right and promised that I will be having internet within 24th Midnight. I waited for it to happen and yet nothing happened. I made calls again the next day stating the same issue, after a long hold like always I was told to do the same connection verification again and again and gives word that it will be connected soon. Yesterday evening I called again and now you are telling me that there is need to visiting of an engineer which will take 2 more days.
Extremely disappointed with the service I wanted to cancel the contract and your customer care representative did not even try to resolve the issue but agree to cancel it but only by next Friday 28th.
Later, I received the mail saying if I change my mind then I can cancel the cancelation and go ahead with the contract. Figuring out other ways to have some internet connection to my place till Friday I called your customer care again to activate the account and to ask them when it is possible tot send an engineer to get it sorted and they say that now I have to wait till the cancelation to finish and then activate it again after Friday then send an engineer after that. HOW PATHETIC!!
- FAKE OFFRES - Not keeping your word
- UNREALBLE SERVICE
- EARLY ACTIVATION DATE : INCORRECT INFORMATION - CLICK BAIT
- No customer value for time
- Incorrect information via mail
- Arrogant and overconfident customer care rep.
- Location
-
- Location
- London
- Reviewing
- Sky
- Date
- 2019-04-26
- Comments
-
I have had appalling customer service from Sky, really disappointed having been a loyal customer since 2011. I have been taken advantage of with price increases for services I haven't signed up for. I have been made to pay twice the amount i originally agreed with increases every year relating to services (land-line and voice mail) i don't use or signed up for but they automatically rolled me into. Sky claims every price increase has been communicated to me because they have a dormant email from when I signed up. I am taking the matter to CISAS after a poor customer service to resolve the matter.
- Location
-
- Location
- London
- Reviewing
- Sky
- Date
- 2020-04-12
- Location
-
- Location
- Yorkshire
- Reviewing
- Sky
- Date
- 2017-03-28
- Comments
-
Why I stayed with Sky for more than 3 years I have absolutely no idea. Their upload / download speed is a joke for the package you pay. And without hesitation or an apology, they upped their pricing an extra fiver a month without informing their customers! Sod that, I've left. I now pay 9.99 all in (inc line rental). I suggest others do the same and look elsewhere...
- Location
-
- Location
- England
- Reviewing
- Sky
- Date
- 2019-12-29
- Comments
-
The most awful, liar of a company you're paying an odd amount for the price right? well haha guess what! we're supposed to be getting 36 mb/s are we? Nope. Sky couldn't careless! we were getting a solid 9 we called sky. Sky did not care if you dont think this review shows sky's bad how about you see everyone elses.
- Location
-
- Location
- Ireland, Mayo
- Reviewing
- Sky
- Date
- 2021-10-23
- Comments
-
Sky internet is a massive mistake. I enjoy playing game and watching Youtube and Netflix in my spare time, a lot of the time I do not get to enjoy this as Sky internet is by far the the most frustrating thing in my life. Sky internet is unable to support my internet requires once there is another device using it. My area is good for internet so that is not the problem. If you are reading this please take my advice if you want to play games or watch shows or Youtube DO NOT go with sky. IF you need it to look at Facebook work away but for any other requirement. The free internet in my student accommodation is better and more consistent then this broadband. You can find better broadband for the same money. I should sue Sky for the therapy I will probably need from the pain and suffering Sky Broadband caused me.
- Location
-
- Location
- Ip14
- Reviewing
- Sky
- Date
- 2024-02-05
- Comments
-
So far we have had sky fibre Broadband for 12 months now 7-8 weeks of that it has been not working.The customer service seems very slow in getting anything resolved to many complex systems that are not allowing them to simply book a engineer.To put it simple if you want working boardband I would not choose sky.
- Location
-
- Location
- London
- Reviewing
- Sky
- Date
- 2018-04-09
- Comments
-
Broadband has had issues and I am stuck with ADSL. WATCH OUT FOR HIDDEN CHARGES. Sky seem to have a habit of 'giving' you free services that you may or may not need and then introducing charges for them without telling you. If you do sign up with Sky you should CHECK YOUR ONLINE BILL MONTHLY in case they are ripping you off! (I got stung for £4 a month hidden fees that I do not benefit from).
- Location
-
- Location
- Bradford
- Reviewing
- Sky
- Date
- 2016-10-29
- Comments
-
As i sit here writing a review on my phones Internet as it is more reliable than my sky 23mbps broadband i am confused. My date of installation went as planned and my broadband 10 days later but still havent got a reliable connection many of my evenings plans have ended in me cursing the sky (company). It has been 3 weeks now and still nobody seems to know or care about. Virgin must be loving it who has their number lolz. Also the 'engineer' decided where the phone line was going and installed it like a 5yr old. A massive waste of time. TURN BACK AND AVOID ALL THE STRESS
- Location
-
- Location
- birmingham
- Reviewing
- Sky
- Date
- 2019-05-26
- Comments
-
ive just come off holiday and had a better internet connection! very poor download speeds and even worse when using sky tv because you have to download shows to watch them unlike virgin! the range on the wifi is the worst ive ever experienced! it dont reach my bedroom or my garden! in summery i wish i stayed with virgin, but the price was good so i thought it was worth a try.. i was wrong
- Location
-
- Location
- Braintree
- Reviewing
- Sky
- Date
- 2017-08-30
- Comments
-
Broadband is pants! I can never get over 4mbps! Up load speed is even worse! Are they deliberately slowing it down so we have to pay more for fibre optic?! On-line gaming is an absolute nightmare. I don't bother anymore!
- Location
-
- Location
- London
- Reviewing
- Sky
- Date
- 2018-03-05
- Comments
-
Sky is the worst company I be ever dealt with
I wish I can give them 0 for everything.
I’m not happy with anything at all even customer service is really bad. Overall I don’t recommend to anybody,think twice before u join them
- Location
-
- Location
- Ayr
- Reviewing
- Sky
- Date
- 2019-12-02
- Comments
-
We were promised and quoted no less than 30MB/s internet speed when entering this contract and it has not once gotten higher than 10Mb/s. This doesn't sound that awful until you then realize that the average speed we have actually received is 10-50Kb/s which is just ******* absurd.so naturally we have tried to cahnge provider early out of the contract and due to the contract having failed on all sides we were promised a refund for the last 3 months and no cancellation fee, excellent i thought. Turns out what they didnt tell us was that isnt something they do and are now trying to charge us £700 for leaving a 12 month contract 3 months in. we are still only getting 50Kb/s at peak times for a family of 4.
DO NOT GET THIS INTERNET IT IS THE WORST PROVIDER OUT THERE.
- Location
-
- Location
- Doncaster
- Reviewing
- Sky
- Date
- 2019-01-28
- Comments
-
Sky is day light robbery, Paid 24mb, we get around 11mbps. Wouldn't be so bad if its not a daily struggle to actually use it... shuts down completely on a daily basis, Ring the company you say? "Unplug Router wait x amount of seconds and plug back in that will solve the problem" *phone down* guess what... never works... NEVER. I want to Download somethings? have you got 3 days to wait? I wish that was an over exaggeration... I am not one for complaining and leaving reviews but I am at the end of my tether with the company now... Virgin media here we come...
- 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.