Skybroadband Reviews 52

Complete lack of customer service.
Arranged to transfer our broadband and line to them, they stated a starting date 27/04 , engineer calling between 1-6pm , then after openreach looked outside our property they changed it to between 8am-1pm - which was confirmed by email + text messages from both of them along with several others counting down to the big day.
Sat.25/4 openreach texted asking us to reconfirm booking for 27/4 as someone needed to be present at our house , which I did.
So on Sunday we spent a couple of hours moving some heavy office furniture and emptied a cupboard where the old copper telephone connections was so that their engineer would have plenty of room both inside and outside the house to connect the new fibre cable .
So on Monday 27/04 we were up bright and early awaiting their arrival , we waited and waited and waited but nobody came so @12.50pm I rang Sky only to be advised that as openreach needed a part they wouldn't be able to complete the connection today but they would review the order on Tuesday and contact us on Wednesday to update us.
Gary then confirmed that no engineer had been allocated to do the job today but couldn't tell us why when they knew that it wouldn't be done , nobody from either Sky or openreach had bothered to inform us that it had been cancelled today and he had no idea when the service would be connected.
What a dreadful way to treat your customers especially as they had mobile and land line numbers plus an email address and if that's the poor level of service before your it starts then god knowns what it would like after you start paying them and are then trapped in a two year contract.
No thanks , it's not worth the risk and we don't fancy at least one other five hour pointless wait so we cancelled the order and will stay with talktalk
We've complained to their CEO and will review again after she responds.

Sky Broadband – Missed installation, damage to existing line, no ownership taken

We agreed a fibre installation date with Sky for 2nd May. This was then postponed to 17th May, and has now been pushed back again to mid-June, with internal work taking it to the end of June.

During this process, contractors working on behalf of Sky dug the trench for the new fibre and damaged our existing broadband line, which is maintained by Virgin Media. Sky’s response was effectively that this was “not their problem”, leaving us to arrange a repair ourselves.

At the same time, our existing provider connection was scheduled to be switched off on 2nd May, meaning we have been left without a reliable internet connection for an extended period.

This is particularly concerning as my 86-year-old grandmother relies on an emergency pendant system that requires broadband connectivity. Losing internet access is not just inconvenient — it has real safety implications.

While I understand contractors are involved, Sky has not taken ownership of the situation, instead stating that it is out of their hands. Requests for a temporary solution (such as a 4G router) were declined, and alternative use of an existing line was also refused.

Delays can happen, but:

* The original installation date should not have been presented as firm if it was not achievable
* Damage caused during installation work should be properly managed
* Customers should not be left without service, especially in vulnerable households

Overall, this has been a very poor customer experience, driven less by the delay itself and more by the lack of accountability and support.

As a loyal VIP member for 30 years they still decided to lie to me 3 times on the purchase and installation of broadband, how are we supposed to make customer decisions if we cant trust them ?
For reasons I wont bore you with, I cant instal my own router , and so i would not change provider even though it costs more without an engineer installing the new router. I had enough of BT so I discussed this with the Sky saleslady and explained I could only switch if an engineer came out to do the switch over. She assured me that would happen. So I purchased Sky Broadband having been a Tv customer since its incorporation Lie number 1 .
I thought she might be lying so I called again before switch over to make sure an engineer would being coming out and was assured yes they were booked. Lie no 2.
I still did not believe them because the automated responses all seem to suggest I was doing the hard bit.
So I called the day before switch over again asking when the engineer would arrive and was told yes all booked between 8 and 1 . Lie number 3.
When i got all the automated responses about change over I called for the 4th time where is the engineer ? At last the truth is out , we don't send engineers. To an extent i was relieved that my inner self could still tell when people are lying but now what do i and they do ?
I cant give my old router back because I cant install the sky one.
Sky now say they will get an engineer to contact me in the next 72 hours ,,, lie number 4 ? possibly . They have raised a complaint will that be acted on ? Not had any confirmation it will be . I will i expect waste hours of my time and theirs and then resort to the omudsman .
Is this just sky ? no its all customer service across UK PLC. Is anyone happy ? no ! Why is lying now a fact of life ?

⁸Useless, liars! They were harrassing me about their broadband after we left their useless overpriced service with untrained customer service people who told me to put a series of nubers and an address on the box to send it back. I asked for a pre paid bag but i was told i ahould put the number on the box and the post office will mnow what to do. Well they didn't so just threw the hell out their disgusting plastic hardware. They were usless while we were with them and anything we wanted getting done took ages and talking to a bunch of uneducated ppl. When we were closing our account we had to talk to 4 people and one of them tried to sell me some other crap amservice as I was leaving and complaining. Desperate much?

Upgrade to fibre after a complaint about service, 4165551534 . Not sure why compaint escalated to arbitration as not been contacted by sky on this yet. Openreach turned up without first informing me. Needed to change date for engineer to do the internal fit. Had to explain why to get a new date as initially told it cannot be done (they charge £25 if you are not home!) Given a new date but no confirmation. Old date still on app. Date of last discussion given. Will change * when new date given by email, text or app

Got upgraded to full fibre and ever since we have had nothing but trouble. We have now gone 6 days without internet, had people give us mixed responses when asked how long will it take for the internet to start working. One person said 24 hours another said 8-9 days. I don't know if the installation was done poorly or what but we haven't been able to use the internet we pay for, for almost a week.

Hi Gillian at Sky thanks for your reply but I am not on Instagram or Facebook. Please give me an alternative way of getting in touch. Email would be good.

For over two months now I have been trying to cancel my broadband with Sky. In fact, I thought I had, on Dec 19th, 2025, I called, canceled and was told that after two weeks, it would end.

But no, I'm still receiving bills, I'm being chased by Sky for a service I canceled, at an address I no longer live at! I've called almost ten times now, with the last three times getting things 'escalated'... But each time my cancellation request has been 'rejected'.

I am now on the phone with Sky (well, on hold), after being told that my account 'can't be cancelled'... So I'm two months on, numerous phone calls on and several escalations on, and I'm being told that I'm not allowed to cancel an account that I've already cancelled for a place I no longer live in.

During this time, Sky have not once contacted me to to tell me there was a problem with my cancellation, they just keep sending me monthly bills.

I had been with Sky for over ten years... And, I was considering using them again once I have an opportunity to choose my own broadband, but that will not happen now. Also, I'll probably still be getting bills by them anyway,

Very disappointed.

I'm trying to discover the date of my end of contract, it's a simple question but this cannot be answered online. They deliberately make this impossible to do.
The AI chat bot is sooo pathetic, again, simple question when does my contract end?
Full access to account reveals nothing, you have to phone these morons!

Do me a favour never ever ever ever ever go with Sky Internet they are slow their customer service services is trash and their troubleshooting skills are abysmal I think I’ve tried everyone but nothing has worked and then they want an extra £4 a month which I’m already paying £27 a month for 500 MB. I don’t even get that and the four quid is for the Sky Wi-Fi max I can’t wait till 2027 or if I can come out earlier this year I’m gonna go with someone better because their customer services is absolutely trash

I’ve been a very loyal Sky customer for 11 years, using both their broadband and mobile service. Sadly, like most companies it seems, these days, they’re only any good while things are working. Problems? Sky are beyond useless. We’ve been trying to get Full Fibre installed for nearly a year but Openreach keep cancelling the order as they can’t get permission to work (they’re asking a dead bloke, so no surprise there) I kept trying to order as my next door neighbour has FTTP (Openreach dug the street to his house - they just won’t do it to mine) so I thought it would eventually get sorted. This was going on throughout 2025. Finally, on 29th November, it all came crashing down and the truth about Sky as a company was revealed. My Fibre to Cabinet broadband stopped. Ceased. I ran all the line tests. Nothing. Ran the router tests. Nothing. Rang Sky - told them I needed a new router (I know about this stuff btw) They arranged for one to come out asap. I was well impressed. My neighbour very kindly strung an Ethernet cable between our houses so that we could share his Vodafone connection. What a star! I thought this would be for a couple of days. Oh no. New router arrived, no joy. Called Sky (wrestling with their incredibly annoying robot triage system who just points you to the app EVERY FECKING TIME!!) who sent out an Openreach engineer. Great guy. Correctly diagnosed that there was a ‘cease’ flag on my Sky account. Yes, Sky had switched my broadband off as some moron there had decided that I’d had Full Fibre installed and so didn’t need Fibre to Cabinet any more. I work from home so internet is vital - I literally cannot do my job without it. Call after call after call was useless. Hour after hour after hour. Pointless. After 10 days, email to Dana Strong? Instant response. Still had to wait to get the BB back on, but at least I got reconnected. At last! 14 days without service - surely I could expect some compensation? They offered £15. I kid you not. Even when this was rejected, their final offer was one month free. I probably spent approaching 20 hours on the phone. Waited in for engineers (including the Sky one who freely admitted that he had no idea why he was in my house) Wrote multiple emails. Nearly lost my marbles. 11 years as a customer means NOTHING to these muppets. So very disappointed in them. Avoid at all costs.

Poor speeds, constant dropping out but they keep trying to suggest it's something I'm doing wrong although nothing has changed in my house for months. 'Well it tests OK', if it was OK, why would I spend many hours of many days trying to get Sky to fix the issues. No engineer for 9 days and told it will be another 72 hours. I will have terminated my contract by then. The customer service agents are working from lists; it's clear they don't actually have a clue of the technical side and won't send an engineer; probably due to cost. Given the social media noise about Sky in my area, it is suspected that they have over sold the services and don't have the infrastructure at the exchange to cope with the demand. They seem to have lots of resources in sales; I'm getting calls all the time trying to sell me Glass/TV and other upgrades - none of which I would touch with a barge pole. If they looked after existing customers with the enthusiasm they put into sales, they would make billions more.

Oh my gosh, wish I had read the reviews before I switched over! Since switching over, I had ended up paying over £100 and now they want to charge me for a box that I had returned. Never experienced such bad customer service in my life!! DO NOT EVER SWITCH TO SKY!! I would not even give them one star!

For an international company they are a complete shambles.
After ordering, I have been given 7 different dates for openreach to do installation,
Ended up cancelling order, sky blame openreach, openreach blame sky. DO NOT USE EITHER, AS BAD AS EACH OTHER,
YOUVE BEEN WARNED.

Always seems to be something wrong with their service
Been having slow connection for the last couple of months, but been too busy to contact them
Finally had time today and they confirmed, yes, something is wrong me my line outside of the house
So they will try to rectify in 72hrs
I asked for a refund to which they replied they could give me a £10 goodwill gesture off my next purchase lol
Im mean, its a joke
These days I don't even bother to push for more, just come on here and leave bad reviews based on my experience
Its always funny though, as within 24-48hrs one of the reps are trying to contact you to rectify their bad review
Pity they don't care more about their customers than their online image
Also customer service rep sent a text asking how good his service was, even before the situation was rectified lol
I mean, you can even write this sort of comedy
Anyway, lets see if they rectify the issue when they said they would

Awful customer service. They won’t cancel my contract and I have been on the phone now, passed from person to person to no avail. I have no other option but to cancel my direct debit and write to sky via email as no one on the telephone will help. This is the third time I have phoned and tried to cancel my account, money grabbing sharks.

After my 24 month contract ended (at £27 per month), they then sent me a letter causally stating they will increase my monthly bills to £47 per month for exactly the same service - an increase of £20 extra each month! Of course I rang their "Loyalty Team" to express my concern and informed them that I had found a better offer with another provider. The call handler i spoke said "Yeah but prices change all the time, that's just the way it is so there's nothing we can do" (which is not true). When I asked for my contract not to be renewed, after pointing out that I will simply move to one of the other providers who were offering much cheaper offers for the same service, some as low as £25-27), she then put me on hold to "speak to my supervisor" before returning and stating "er yeah so we MIGHT be able to offer you the deal for £35 per month".

When I politely asked for an explanation as to why Sky were trying to convince me to pay £47 per month for the same service and why she had initially claimed there is "nothing we can do", she provided no answer and then restated "there is nothing we can do".

It is literally her job as "loyalty team" staff to match the better deals provided by other providers and she refused to even do that. It is clear that they simply just don't care. What is the point in having a "loyalty" team if they just do this? As usual, loyalty is punished with massive price hikes for no reason.

We've been with Sky for years, and have recently started encountering problems with upload speed, which has been reduced to 1mb/s. I tried numerous times to get it fixed, they said an engineer would come, then they had fixed it (no engineer visited), yet it still doesn't work, Meanwhile they have hiked our bill to £53 per month, (and we are out of contract) whereas new customers are £25 per month. I asked for a better deal (on Black Friday of all days) and was told none were available - so much for customer loyalty). I tried to cancel and resubscribe, but the process is so onerous, and the ability to contact and speak to customer services so woeful, that we are going elsewhere. Appalling service.

They send bullying and threatening emails and texts
Sky TV customer 20 years, broadband 10 years, mobile 3 years. Moved home. Sky could not provide contracted broadband speed at new address. Sky volunteered to end contract with no early termination charge (£300+) as they could not fulfil contract. They imposed charge. It took 6 phone calls to resolve. Then Sky continuously demanded return of the router/hub that I had already returned - which they had acknowledged. Made 6 more phone calls when advisors acknowledged return of router and promised no charge for alleged non return. Received bullying and threatening emails and texts for alleged non return of router. Then Sky charged me for the router.....

I am trying to get a ONE day payment extension for someone with multiple mental health diagnoses. I am unable to get through to anyone to discuss this without first paying. This is against OFCOM regulations. You should be able to speak to someone to discuss you bill without being blackmailed to pay first. I am not actually disputing his bill but if I was, this would mean I would have to pay the dispute bill to discuss the disputed bill. This is illegal. It is also illegal to refuse contact to discuss the services of someone classified as vulnerable. My account number is 624996165244. If I do not hear back with a number I can call within the next three hours, I will be raising a complaint with OFCOM.

Legal Advice: Under Ofcom rules, a provider must not make access to customer service conditional on payment. Blocking you behind an “auto-paywall” is a breach of General Condition C4 (complaints handling) and C5 (vulnerable customer protection).