Sky Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Sky.

Recent Customer Ratings for Sky

  • Satisfaction
    3 stars
  • Customer Service
    3.2 stars
  • Speed
    2.6 stars
  • Reliability
    2.8 stars

Based on 12418 customer ratings since 2018-09-22 (Show all time ratings)

Visit Sky   Read our Sky buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

1633 Customer Reviews for Sky

Reviewer Location Reviewing Date Ratings
Been with sky Narrowband for 3 months now after switching from EE. What a mistake, don't get me wrong, EE has the worst customer service ever (all Bangladeshi) but at least their speeds are good.

If I watch a youtube video, I tend to spend more time watching the dreaded wheel go round and round and round, it's pathetic. And Ebay is just as bad, I can't get the pics to enlarge cause the speed is just so sloooooooooow .
Sky Narrowband is what it should be called, I'll be looking to get out of the remaining months even if I have to pay out the contract.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
caernarfon Sky  
Honestly this wifi is utter rubbish in every category possible, The wifi randomly disconnects, It cannot handle more than a couple of people without disconnecting and the customer support is crap. If I'm on a console or laptop I have to have it in the same room as the router for it not to lag or have it plugged in via Ethernet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Calne Sky  
We had a day of internet on and off and they said it was probably a connection in our house, the next day every thing working again and speed raise to 8mb which was great, we noticed the speed dropping and when it got to 6.2mb we call to ask why. Sky made a few remote control adjustment and it went to 9.8mb which is even better, over the next week I took 52 reading every day and guess what back to 6.6mb. So Sky have the ability to raise our internet speed to 9.8mb when questioned and allow or lower it when they think we are not looking. Not good enough Sky.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Camberely Sky  
Good speed and reliability but pray you never need to get hold of customer service...
Been with them 2 years but ticked off that new customers are getting better deals, so I might change.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    5 stars
Camberley Sky  
Very poor but cost loads
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge Sky  
17th September 2015 – NIGHTMARE- HORRIBLE SERVICE- DO NOT GET SKY BROADBAND

My flatmate and I have been Sky customers for over a year. One month before leaving our flat, my flatmate called Sky to inform them that we would be leaving on the 12th of October and would like to cancel our account on that date. The discussion lasted an hour and we were told that this would take effect on the date we had advised. This morning (17th September – weeks ahead of the cancellation date) I realised that my Internet had stopped working, upon calling Sky I was informed that my account had been cancelled and that there is a glitch in their system by which they automatically cancel the account once they are called. The sales person apologised and admitted that someone had complained about this just the other week and that Sky should have informed my flatmate that he should ring to cancel our account two weeks before leaving and one month ahead of the leaving date (It seems being organised is a problem for Sky). Admittedly I was furious but under the impression that Sky would admit their mistake and turn my Wi-Fi back on, however to my disgust, I was told it would take TWO WEEKS for the account and therefore Internet to be back up. I would be without my Sky Internet, landline and TV for two weeks. I was fuming over the phone and asked to speak to the manager. I asked Sky to somehow fast-track this process as this situation was ridiculous, however I was told by both, the person on the phone and the manager (who had spoken to multiple Sky departments) that there was nothing that could be done in terms of fast-tracking the two weeks process. Upon asking for some sort of compensation as they had already billed us for the month of September, I was told no compensation could be given. I have ultimately reduced to buying Wi-Fi from a different service provider that I will have to pay for for the remainder of my stay at the flat.

I would encourage all of you to think twice before signing on with Sky. The least you would expect as a loyal customer is to get some form of compensation other than a sorry for screwing up, unfortunately in Sky’s case, it is too much to ask!

Will not recommend Sky services to anyone in the UK!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge Sky  
Absolutely horrific product and service, broadband offers 10mbps for around 5 minutes before internet completely drops, have to reset router 30+ times per day just to be able to use internet for a few minutes, engineer visited and explained there were no hardware issues so he was unable to assist, as problems persist called sky again who explained they acknowledge they're service is faulty however will now charge £50 engineer fee as we aren't renewing contract with them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge Sky  
Very very poor broadband. Came to sky as no Virgin in this building (and yet available across the street)! Initially ok, slow compared to what I was used to (from 50 mbps to 4). Then no internet, dropped connection for hours or days. Can't even watch a half hour show without it dropping. Hours and hours spent with customer services. Credit to them they did their very best but they never got to the bottom of the problem. So glad to be moving back to Virgin territory.
  • Customer Service
    5 stars
Cambridge Sky  
Odd to be so dissatisfied with so many high markings, but Sky are so expensive, why shouldn't their broadband speed be good?

I am disappointed with Sky because they are massively more expensive than (say) BT Vision, and only after I had cancelled my contract did they offer a discount. In fact, before I left, they wanted me to pay £199 to replace a two year old box that had stopped working!

Not only that, but despite having two weeks left to run (two weeks I have paid for I might add) Sky have crippled my broadband speed, and disabled most of the functionality of my Sky+ box.

Nice touch Sky, especially after six years 'together'!

Au revoir.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Cambridge Sky  
I usually don't like to give negative reviews but I felt that this one should be shared out of responsibility. My issue with Sky was not on the speed or the service but on a non-official increase of bill. I don't regularly check my direct debit transactions cause I couldn't imagine that companies would risk their reputation for few extra pounds. I noticed that there was £5 extra charge on my monthly payment to Sky only after 5 months of being regularly charged for that. I called them regarding the issue and all I got was someone who was trying to be funny with me so I can take it less seriously! They tried to claim that they sent me about the increase by mail but I'm sure I didn't get anything. I'm also sure that I have all my correspondence with by email not by post and I double checked my mail and it had nothing about the latest increase. I then was offered to get a discount on my package as a form of compensation but "no thanks, I don't want to stay with a company which doesn't maintain minimum moral etiquettes when dealing with customers".
Cambridge Sky  
For a communication company they are dreadful. If you can
get to speak to anyone, and if you can understand them ,be
careful of what you believe from them. They are either dishonest or incompitant. On the assumption the latter I
feel sympathy but those people you are allowed to speak
to,are the invisible face of SKY who churn out the Company
script.AVOID AT ALL COSTS
Cambridge Sky  
Regardless of published speeds of the Sky Fibre service, the low spec router negates any benefit as it is not fit for purpose. Basically, it is not capable of providing a modern WiFi service. To compound the issue, SKY has made it impossible for a customer to use their own router. Bottom line, do not waste your money on this service as you will be disappointed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
cambridgeshire Sky  
First the good points. With the exception of one breakdown for 5 days at the very beginning of my contract, my internet has worked solidly for months.
That's the end of the good points. The speed is nothing close to what they told me it would be. It is the slowest broadband I have ever had out of every available provider in the UK.
As for customer service; Sky are, the most complicated, ambiguous, greedy, arbitrary company I have ever dealt with in my life. The customer service advisors make it up as they go along, and after 20 years of being an on off customer, I must have spoken to around 200 different advisors, (usually regarding billing issues. Oh yes, check your bills as the price is never the price with Sky, the quote is never what you pay, they refuse to honour their deals and make cancelling an expensive nightmare)I have never once been told the same thing twice.
Sky have one single objective; taking as much money from as many people as they possibly can. Please avoid this greedy corporation, unless you enoy having unagreed amounts of money taken from your bank account, as they make paying in any other way impossible. They are obsessed with direct debits, and I know why. It's because they want to control how much they take.
I have never had a problem with any other provider and always kept up to date, and even ahead with my bills. Skys greedy protocol, their insistence on the dd form of payment have made this impossible. So I am in the dreaded cycle of having my services restricted every month. When this happens and you call them, there is NO option to speak to a human being. You are greeted by a cheerful robot saying "before you can speak to an advisor, all you need to do is clear the outstanding amount". If this "outstanding amount" is the issue you are calling about, good luck. Because you can NOT speak to anyone about it. To say it's infuriating is an understatement. Please avoid this disgusting, money obsessed company for the sake of your sanity.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    5 stars
Cambridgeshire Sky  
we are in an unfortunate location - but we are avereaging 0.43mgb which is way below what we were advised we should get - really slow and on/off need to find a faster supplier up here
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
cambuslang Sky  
Very slow download speeds, i'm getting 1Mb most of the time. When I first joined i got 2Mb, that dropped to 1.6Mb and now only 1Mb download for the unlimited broadband package at £15 per month.
  • Satisfaction
    3 stars
Cambuslang Sky  
Had Sky broadband since christmas last year first few months were ok not bad speed but for last 6 months i have had problems with noisy phone line limited or no service on my broadband and nobody at sky is capable of sorting it out. I would not recommend them to anbody go with virgin sky has very poor service no customer service skills and they dont care once they got your money. I cancelled my direct debit and now putting my Brand New HD Box EBay to get back some of the costs of phone calls and days off to sort this problem out.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cannock England Sky  
TIME TO LEAVE ..... costs keep going up, speeds and reliability going down. Requested my code and am off after 10 years or so. Sky your service isn’t worth the money, even if it was half price I would walk away. Even the sky tv box has lost the will to keep looking for the WiFi. I can’t tell you how bad the service is. It’s 2019 we need a reliable service.
Wake up Sky
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Canterbury Sky  
I can't even comment on speed or reliability because we requested internet in May of 2015, and just now on July 28th has Sky finally gotten a line put in at our house. It has been a nightmare, and I haven't been able to see my new husband's face in two months.

Matt requested a Sky connection in May, and it was going to take them over 15 days to get a tech out to set up a line to our new townhouse which just finished construction. He had the appointment set for the day after he returned from our wedding in America, and let them know that while he was away in the states to please contact him by email. There was no contact and he returned and waited on his appointment day. No one showed up.

Turns out they called his UK phone instead of emailed to let us know that because the Counsel changed our post code from 8PY to 8PZ they couldn't set us up in their system. He asked why they didn't email like he asked, as he could have rescheduled. Their customer service shrugged it off as if they actually tried and we should just be happy with nothing.

Then he couldn't reschedule an appointment because they cancelled his order. He had to start a whole NEW account because of the change of letter of post code. Which means another 15 days to wait for a third party to connect a broad band line as they couldn't schedule until after the 24th of June. In the mean time, I'm stuck in America waiting on my Visa and not able to see my husband over Skype. I attempted to LiveChat in to their customer service (since I don't live in the UK yet and can't call) and their first chat representative just sent me a canned response and said they couldn't help and that I had the wrong department and disconnected the chat. I WORK in a call center and online chat help. You could have simply hit one transfer button and connected me to a representative who COULD help, rather than just throw you hands up and say screw it. Then I chatted back in and actually had one helpful rep who explained the third party system and that they have to set up appointments once a month with them? Which sounds rather silly considering Verizon Wireless over here state side can take care of everything in less than a week. Meanwhile, Sky is still more expensive than Talk Talk and not willing to budge or even apologize. Maybe because they have a monopoly on our post code for broadband at this point.

So the second appointment comes and goes. Matt took off work. They were supposed to "rush" our appointment. A tech DOES NOT SHOW UP. Sky does not call us. Matt phones Sky. They said "Open Reach should have contacted you" (the third party that hooks up lines). Sky told us they couldn't reschedule the booking until they heard back from Open Reach. So Matt calls them again on a Tuesday two days later, hoping they would have had contact. Sky STILL says nothing. They said they would call Matt on Friday with an update, they didn't. Matt called Sky, they said they would call on Tuesday. Tuesday comes and they said they need to CANCEL the whole order and redo it again, no faster time, no expedite and another two weeks of waiting. The phone rep (also a Matthew) said he understands the frustration and would speak to his manager about putting account credits on for the inconveniences. Nothing happened.

So after another two weeks of waiting, the technician arrived but there was a delay notice on the Sky Account. Matt called to see if things were OK. The phone rep Ashley said yes, and Matt inquired about the account credits. She said they "don't offer compensation for third party problems" which is a cop out excuse. He asked to speak to a manager, and they were "busy". No apology, no sympathy, no attempt to make things right by the customer. The manager was supposed to call when he was free. We are still waiting two days later.

I work in a customer service call center and this is bollocks. This kind of crap is piss poor customer service and unacceptable. I'm just waiting until I move in a week so I can call them and give them an earful, and switch companies as soon as Talk Talk is available in our area.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Canterbury Sky  
Very erratic in the house. Upload and download speeds far below their adverts
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Canvey Sky  
Sky Broadband
Slower than Sticky the Stick Insect stuck on a sticky bun
  • Customer Service
    2 stars
CARDIFF Sky  
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.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
cardiff Sky  
I my opinion the braodband was not bad. However we had problems when we started use it, as we had to proof to the SKY customer service adviser that phone line is not working because of their fault. Finally when we had to cancel the contract, as we were leaving UK, I have read in terms and conditions that I have to leave 31days notice, but for some reason sky customer service adviser told me she can cut off the service after 14days, of course!! Why not? I paid my termination fees straight away, and after one month I saw on my bank account I was charged again for termination fees by SKY!!! So I called to customer service from abroad and I was told that it is my fault not their adviser as I knew I had to leave 31days notice. So means adviser pushed me into trouble? the worst service ever, unfortunately ;/ disappointed :/
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
CARDIFF Sky  
I ordered sky basic package with broadband yesterday Nov 15, only to find it cheaper with BT
I spend an hour yesterday trying to order I was kept waiting between each question... It dragged on and on
I woke up and thought what if I ever need to call again my patience is out already. I just called to cancel I spoke to 4 guys and 20 mins later it's cancelled.
Come on sky give your customers a break!!!!!!
I might have stayed if you could match BT s price. But with this level of service it's a definate - NO!!!
Cardiff Sky  
Sky now locking you into there new sky router and not allowing 3rd part hardware will not supply PPPoE login details as other ISPs will
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Cardiff Sky  
I used Sky for four months after returning from abroad (my lodger chose them). Service was patchy, intermittent, with daily drop outs. I was with another provider previously for four years and never had any of these problems.
Now I'm switching to a new provider the Sky customer service don't seem to know their aszes from their elbows. Different stories, conflicting info. Had to give up on the first provider I tried to go with as the order was rejected because of the mess made by Sky not closing the line properly. And I missed out on their deal. With the new provider, Sky ceased two days ago and the new provider cannot provision the line because Sky have not done their job properly. If the order fails again then my new provider will have to send an engineer meaning in total it will take up to three weeks for me to get back online due to Sky's total incompetence. I have recently become self employed so three weeks offline is damaging my income potential. My verdict? Avoid like the plague. Hideously overpriced too, for such shoddy customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Sky  
We have fibre broadband with Sky at 1Mb they do not know why and do not want to do anything else to fix it. My advise go to anyone else.
  • Customer Service
    3 stars
Cardiff Sky  
I'm writing this as an ex sky customer having switched to EE. I want to move back go Sky. Ok, it's a big more, but worth it for no broadband glitches in iplayer, remote working, better Xbox performance.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Cardiff Sky  
Considering that Sky has an 11MBPS average speed in our area, we are extremely disappointed to only be getting 3.5MBPS especially in this age of technology, for a package that is "up to 24MBPS" it is suprising to see such inferior connectivity in the city. We are currently seeking alternative companies + speeds.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Cardiff East Sky  
good service overall seems speedy enuff and no major connection problems....only gripe is the email service...keep getting requests for username and passwords and it gets very annoying....sky told me its rare but it happens all the time with me....but going to sky.com/unlock and follwing thru that page usually sorts it out...apparantly its something to do with skymail being supplied by google....gets annoying tho that they cant seem to sort it....heyho
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    5 stars
carlisle Sky  
Got home after a weeks break and no internet or landline phone , assumed it was a temporary fault switched the box , router etc off and on again , still no joy.
Left it overnight still not working spent god knows how much calling sky on mobile got the bog standard its the micro filters response.
They posted new filters as expected did no good i had already established myself it was the phone line by simply plugging the phone direct into the socket and bypassing all the sky gubbins altogether.

Called sky back after 10 minutes of being told it was my fault and my equipment they eventually made an appointment for openreach to attend which they did this morning 11 days after the fault was reported .

Engineer checked line said in seconds the line is faulty , checked the socket the line outside and the box in the street it turns out another openreach engineer had needed to disconnect our line at the exchange to repair another line but had forgot to re connect our line.

took an hour no apology but at least its working.
Sky service is terrible..
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
carlisle Sky  
There is no such thing as fast broadband for the ordinary consumer with limited technical know how. The broadband service providers are too free is promising guaranteed fast speeds and there is no accountability when they don't deliver. I am referring to all broadband providers not just my current supplier.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Carlisle Sky  
It is absolute garbage!
Keep disconnecting itself, always a slow speed, I literally cant even watch YouTube videos on the lowest quality sometime (Thats with me being the only person using it!)
Complete rubbish, dont bother!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
carmarthen Sky  
been with sky broadband for a year and have to say it is excellent,never losing connection once.maybe the fact that I live a few hundred yards from the exchange may have something to do with it.am switching to fibre unlimited on 22nd june,looking forward to it
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
central scotland Sky  
The worst network provider I ever had service keep drop down day and night
I had to call the nine times in two weeks for the same issue and it didn't sorted yet cheap Customer service so many slang words rude attitude will never go back to them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cheadle hulme Sky  
I was transferred to Sky from O2 a few years ago and am more than pleased. The speed is consistently 37mbs against the 'offered' speed of 40MBS. I get virtually no drop outs and always get through to someone in minutes and always find that they will do a deal at the end of the contrcat.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
chelmsford Sky  
Dear Sir/Madan
I wanted to say thanks for such a great customer cervice. The person I had a conversation with over the phone, was the the most helpful and the most polite person I ever met. Thanks for the great service. Margarita (have been with you for more then 5 years, never had an issue.) THANKS FOR THE GREAT SERVICE.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Chelmsford Sky  
Bad in every way. Left them and after 9 months they are trying to ask for money.
There is life after sky... indeed any cable based broadband and that is wi-fi, the true one, got a box installed on my wall and paying 'fibre wifi' no telephone and not virgin without direct debit or contract, the installation as costly but well gained in stop stress.
Sky is a terrible company totally desorganised, no proper paper work and just wonder if the revenues have catched up with them yet!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chelmsford, Essex Sky  
Was with O2 Broadband for five years and never had a single issue. Was dumped onto Sky after O2 exited the market and have had nothing but problems. Clearly, bandwidth throttling is in use (speeds falling from 8-9 Mb/s to 0.2Mb/s) despite their protestations that this was not the case.

Their useless black box showed 11.3 Mb/s(!) at all times and they told me that this was the only accurate guide! Throttling so bad that sometimes I couldn't even receive basic text emails. All on a supposedly 'unlimited' tariff that cost £9.50 pm as opposed to £7.50 pm on O2.

Their support people are hopeless - pleasant, but without a clue beyond chanting the standard "Have you plugged in a filter? Have you tried changing wireless channel?" Tier 2 people even worse, charmless with impenetrable Ulster accents, asking you to dismantle telecoms sockets and leave all your phones unplugged - then failing to call back despite heartfelt assurances that they would.

On demanding a MAC code, you will be deluged with extraordinary offers - e.g. free unlimited broadband for a year - but don't weaken. This is a terrible company. (Any wonder with all that Murdoch involvement?)

So I'm off to BT. But not very optimistically now that I've read some reports on here. Are there any halfway-decent providers - ones who simply deliver what they promise, say?
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Chelsea, London Sky  
Very reliable and constant speed of 12 m/bits. Only had one issue where broadband kept dropping out. Call centre answered promptly and they did all the checks and confirmed there was an issue. Engineer turned up the next day and was found to be a cabinet wiring issue.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Cheltenham Sky  
I've been using sky for over 3 years at the same address and they changed my land number without any notice and my permission ...I think they supposed to ask before to do it as I was paying for that. I am very regret and not recommend to use this provider.
...sometimes your life depend on it and you can expect important calls...
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Chertsey, Surrey Sky  

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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.

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