1,883 Customer Reviews over 48 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
-
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
- 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
- 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
- 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
-
- 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
-
- 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
- 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
- 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
- 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
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- 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
-
- Location
- leeds
- Reviewing
- Sky
- Date
- 2014-02-21
- Comments
-
we have been with sky for over three years all sorts of stuff happening :
- be careful they are only maintain sky box and router up to a year afterwards its up to you to fix them or 100 pounds for an engineer visit they will always tell you it is your fault so you need to pay
- they wont send engineer to check the line if your internet is bad just tell you on the screen it looks ok and if you insist on engineer coming 100 pounds a visit
- regular internet speed adversed up to 16 Mb NO YOU CANT GET MORE THAN 5.5Mb as routers they give to costumers will only do 5.5 (factory setting)
and the best you are not allowed better router its said in contract and if they catch you using one they can end contract with you but you still need to pay up to a year services or go to court
- fibre optic fast? no well it is when it works as I speak 2.6Mb
on average 8-9 they promise 15 but that's rare only when you get lucky there is a wave coming your way
- try terminate contract with them that is where it really starts 6 days an hour and a half each day on the phone and it is still not done ( we have done over 3 years with them so its not like we are cancelling early.
- Location
-
- Location
- United Kingdom
- Reviewing
- Sky
- Date
- 2019-10-06
- Comments
-
Shocking, wr moved house and couldn't get Virgin so had to change to this mob.
Took them over 4 weeks to set up our internet and now it's not even working. Shuts off all the time and the speeds are worse than a 2G data connection.
Stay away.
- Location
-
- Location
- Manchester
- Reviewing
- Sky
- Date
- 2015-03-05
- Comments
-
Sky should be put on watchdog for the nightmare they put you through. Been with them for a year now, after switching from my partner's account to mine in order to get a 'new customer' discount. Little did we know this move would cost us 3 weeks of no broadband and no phone whilst waiting for a new phone line which by the way, was already in the flat. What makes this worse is that we were advised to go down this route by a sky salesman in Bury! Fast forward to January this year, a time until which our broadband was mediocre at best. Websites loading in over 10 seconds and just stodgy speed was the norm. So, mid-January everything turned for the worse. Broadband stopped working and the phone line kept cutting out. We are in March now and 3 engineer visits later, still no happier. Last time I phoned up and asked for an engineer for the umpteenth time, they said they couldn't send anybody out until a long-standing line test was done. I insisted I had had engineers in the past few weeks without that test so I couldn't see the obstacles in them dispatching somebody out again. No avail. Kept fobbing me off with their courses of action and other nonsense. My internet is cutting out every minute and i lose phone conversations mid-way because the line goes dead. As soon as my contract is up, I'm out of this disastrous contract, needless to say.
- Location
-
- Location
- Manchester
- Reviewing
- Sky
- Date
- 2016-09-04
- Comments
-
So bad we couldn't even open an account with them due to their website not working properly! Wanted the free £100 prepaid mastercard offer from them so went online, put details in then message appeared saying unfortunately they couldn't get any installation dates please call our sales advisors (wtf!!!) so we phoned them they said they could open an account over phone but that the £100 offer was online only. I said I'm not being conned into doing it over ohone and losing the offer so tried again online, but on laptop. Same error message again, so went on live chat, they said to try different browser such as google chrome, spent time downloading it then entered details AGAIN. Guess what, same message. Contacted different live chat operator, told tgem situation, they said to try firefox. Downloaded it, tried again, wasted more time putting details in again. Same crappy message.
I can only guess that either their website is rubbish and their staff are clueless, OR they are steering people away from an offer they don't want to honour, by getting people to sign up over the phone.
If they're this bad BEFORE you sign up, how bad are they AFTER opening an account with them???
- Location
-
- Location
- Wansted
- Reviewing
- Sky
- Date
- 2017-09-18
- Comments
-
Got an appointment in 2 weeks time, the engenier will come any time between 1 till 6pm, asked a day off at work to be here. The egeneir shows up check the house around, check the front of the house, and decided that he cannot do the job cause he has not brought the cable that he needs or the ladder. Call Sky and they said that we will have to wait 4 more days to get a chance to get another appointment for the next 3 weeks. Like seriously?
- Location
-
- Location
- Watford
- Reviewing
- Sky
- Date
- 2017-06-17
- Comments
-
We have moved home and it took 3 weeks to provision another line but that might have been BT rather than Sky. When the arrived the broadband did not work. According to the customer service, it was due to the fault on the line. Customer service said that the engineer will come within 5 working days. 45 minutes later, the engineer had fixed the line!!! :-) WELL DONE!!!
- Location
-
- Location
- Harlow
- Reviewing
- Sky
- Date
- 2014-10-04
- Comments
-
It's been the first time my partner and I decided to order a TV and broadband as we were moving to our new flat. We have booked the installation 2 weeks before we actually move in so everything's set up before our arrival. The engineer came only with the sky box and said that the broadband with router will follow. Obviously to book another day off work my other half called them to confirm the next day he should be expecting the engineer. To our surprise our order didn't include the broadband at all even though it has been confirmed a week before the installation was to take place. I've spent hours on the phone talking to them about sorting this out. The consultant was rude enough to even laugh in my face saying that I've obviously known that broadband hasn't been ordered. After cancellation and filing a complaint I was promised to be given a refund for the installation. It has been 2 weeks since then money still isn't on my account and I ended up being given misleading information from both sky customer service and the av uk engineers. Absolutely poorly customer service, total chaos and miscommunication in the company, not worth the time or money. Avoid at all costs!
- Location
-
- Location
- Crewe
- Reviewing
- Sky
- Date
- 2019-09-01
- Comments
-
Horrible !!! Stay away people from this company. Theirs selling practices are so bad that I feel they should be reported somewhere for a legal action . Customer service I would rate 0 if possible. When rang up someone actually hung up on me . They overcharged me . The internet is rubbbish , speed is rubbish . I thought after being with Talk talk I would never have to go through nightmare again. Well I was wrong ..... Be ashamed ....
- Location
-
- Location
- BIRMINGHAM
- Reviewing
- Sky
- Date
- 2017-11-08
- Comments
-
Many calls to them!
I got an engineer appointment to fix my problem, no one came and then the customer service told me that the speed is maximum which not reached 6.
I have cancelled the contract with them.
- Location
-
- Location
- Manchestet
- Reviewing
- Sky
- Date
- 2018-02-28
- Comments
-
Consistently poor broadband speed which drops out at a moments notice. Highest speed I've ever seen is 3mbps, but I am consistently on 1mbps or less.
- Location
-
- Location
- Sidcup
- Reviewing
- Sky
- Date
- 2019-05-01
- Comments
-
Hi,
I have sky and very disappointed!
1. They told me I can watch football ( that is why I chosen ) and now it it is limited!?
2. Come to install to my house sky The Guy told me: ok you have netflex !haven't told me anything about it :Google - I have to activate- ok, still can not log in anyway ! Wanted to contact sky to solve the problem ! unfortunately have to pay 6 pounds for call per 1 minute ! Is this a joke when that suppost to be for free when I'm paying monthly ?!I can fine even simple chat or just a call to real person- not machine !never again !my rating is not even a star !
- 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.