Chose a sky package for broadband and tv based on its perks and pricing. TV box turned up very quickly, but broadband would take a month and 15 days to get an engineer in to fit full fibre. Didn’t h... See more
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Absolute time wasting thieves, steer clear. I have spent three weeks trying to resolve an error they made with the wrong price of a contract. They offered and sent a price in emails for a new c... See more
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My Sky+HD box had a power failure in June and chose to upgrade to SkyQ late June . Booked SkyQ engineer installation visit for July. No engineer turned up - no communication at all. Rebooked for se... See more
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14 years a customer. Switching to Sky stream at £130 a month. Wrong Bill 3 times 6 hours on the phone trying to get the bill right Customer Services don't ring back Products removed without agr... See more
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Company details
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Entertainment and Connectivity. Discover more unmissable TV and stream it all through one simple subscription with Sky. Plus superfast broadband, flexible mobile and more at unbeatable value. Find out more at Sky.com.
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United Kingdom
- www.sky.com
2.7
Poor
29k reviews
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Poor Sky Mobile Customer service
I have a phone contract with Sky Mobile . Had my phone stolen . My insurance company need specific usage and blocking information. I am now in the second week of attempting to get it . Endless minutes of my life I can’t get back on the phone and chat . With agents at times trying to sell me sky products . I even have made a complaint and was told that it had been passed to their Specialist Mobile Team . Then told they were experiencing a high volume of cases and would get back to me . (Oh yes that one !!) I replied asking them how’s long they haven’t even had the professional decency to reply I have now had to max out my credit card to get a phone as it was clear I wasn’t going to resolve this quickly . I am not going away sky mobile as now I’m really annoyed ,get your act together
23 July 2026
Unprompted review
Reply from Sky
Hi there,
I'm really sorry to hear about your experience. I can completely understand how stressful and frustrating this must have been, especially after having your phone stolen and then needing important information to support your insurance claim.
Having to spend so much time contacting different teams without getting the information you need would understandably be upsetting. I can also appreciate how disappointing it must be to be told your case has been passed to a specialist team, only to be left waiting without any meaningful update on when it will be resolved.
It's clear you've made every effort to get this sorted, and I can understand why you're particularly frustrated having had to purchase a replacement phone while still waiting for progress on your request.
This isn't the level of service I'd want for you, and I'm sorry that you've been left feeling let down during what is already a difficult situation.
I'd like to see what support I can offer to help with this. Please use the contact details below:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thanks again for taking the time to share your thoughts. I'm here whenever you need me.
Thanks,
Jennifer.
Customer service
Called Sky today 23rd June at 13.19 to sort my Netflix account out but the agent couldn’t deal with it and I have to wait till next week when my Sky tv is installed. He wanted me to give him a top feedback for his services I said no as he didn’t help me. He kept on calling me back this happened about 3 times and he left a voicemail on wife’s my phone as I was using her phone at the time. I called back and spoke to an agent male and he said this would be dealt internally by management.
Then I received an email about Sky sound box which I never ordered worth £499. I had to call up and spoke to another agent. He said it’s a clinch and not to worry about it and will monitor my account.
I had to call Sky Tv back at 15.46 and speak to complaints and I spoke to another male agent and told him this male agent is calling me again which was at 15.36 he said he will get the supervisor from that agent teams to call me within 24 hrs. I have been with Sky over 17 years and I’ve never ever experienced anything like this. My wife that night couldn’t sleep properly as we have 2 children’s under 16 years old and this agent had my personal details on the system and we weren’t sure what he would do. I’ve asked this to be investigated and I’ve asked for a deadlocked letter from Sky because we could not agree to a resolution of this matter but no letter has yet been sent to me as promised.
22 June 2026
Unprompted review
Reply from Sky
Hi there,
I'm really sorry to hear about your experience. I can completely understand why this situation would have caused concern, especially after being a customer for 17 years.
It's disappointing to hear that your initial query wasn't resolved and that you then received repeated calls after the interaction had ended. I can appreciate why that would feel uncomfortable, particularly when it continued after you had already made it clear you were unhappy with the service you received.
I'm also sorry to hear about the email relating to a product you didn't order. While I appreciate this was later explained, I can understand why receiving unexpected information about your account would add to your concerns.
Given the circumstances you've described, I can see why you expected a thorough investigation and clear communication regarding your complaint. It's understandable that the lack of an update and the deadlock letter you were expecting has left you feeling frustrated and let down.
I'd like to see what support I can offer to help with this. Please use the contact details below:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thanks again for taking the time to share your thoughts. I'm here whenever you need me.
Thanks,
Jennifer.
Absolutely awful experience
Absolutely awful experience.
Basically hoodwinked into signing up for new contract with the little sky box. Just plug and play with WiFi/ethernet.
And it's worked about 10 days over the last three months.
Beyond useless customer service.
22 July 2026
Unprompted review
Reply from Sky
Hi there,
I'm really sorry to hear about your experience. I can completely understand how disappointing it must be to sign up for a new contract expecting a simple setup, only to find the service has been unreliable for such a significant period of time.
When you're told a product will be straightforward to use, it's understandably frustrating when it doesn't work as expected. Having issues continue over several months would leave anyone questioning the value of the service they're paying for.
I'm also sorry to hear that your experience with customer service has added to your frustration rather than helping to resolve things. That's certainly not the experience I'd want for you.
I'd like to see what support I can offer to help with this. Please use the contact details below:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thanks again for taking the time to share your thoughts. I'm here whenever you need me.
Thanks,
Jennifer.
Call me about my complaint
Call me about my complaint, you aslo promised you would not charge me this mointh as a good will credit,, my bank balance shows you lied and its been debited.
This complaint remains open!
22 July 2026
Unprompted review
Reply from Sky
Hi there,
I'm really sorry to hear about your experience. I can completely understand how frustrating it must be to feel that commitments made regarding your complaint and billing haven't been followed through.
Being told that you would receive a goodwill credit and then seeing a charge taken from your account would understandably leave you feeling disappointed and concerned. I can also appreciate how frustrating it is when you're still waiting for a resolution and feel that your complaint remains unanswered.
This clearly isn't the experience I'd want for you, and I can see why you've been left feeling let down.
I'd like to see what support I can offer to help with this. Please use the contact details below:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thanks again for taking the time to share your thoughts. I'm here whenever you need me.
Thanks,
Jennifer.
Sarah at Trafford was amazing
Sarah at Trafford was amazing. She was very casual and informative and fun. Great experience and highly recommend getting in touch with people for Sky intead of looking online.
22 July 2026
Unprompted review
Cheating customers dishonesty
This company is letting consumers down. The internet service is unreliable, with speeds far slower than what they advertise. They claim to offer fast, stable broadband, but in reality the connection drops, lags, and fails to meet the standards they promote.
Customers deserve honesty and a service that performs as promised, not slow speeds disguised as “fast internet.”
6 July 2026
Unprompted review
Reply from Sky
Hi there,
I'm sorry to hear that your experience hasn't lived up to your expectations.
I can completely understand how frustrating it must be to experience broadband issues when you're expecting a reliable, high-speed service. Connection drops, slow speeds, and inconsistent performance can have a real impact on day-to-day use, and I can see why this has left you disappointed.
It's also clear that you feel the service you've received hasn't matched what was promised, and I'm sorry that's been your experience. Customer feedback like yours is important as it helps highlight where improvements are needed.
If you'd like to chat more about your experience, please use the contact details below:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thanks again for taking the time to share your thoughts. I'm here whenever you need me.
Thanks,
Jennifer.
TERRIBLE
TERRIBLE . AVOID AVOID AVOID . We have been without internet for more than a week now , and still waiting . Also customer service awful . Avoid avoid avoid
22 July 2026
Unprompted review
Reply from Sky
Hi Daniele,
I'm sorry to read you've been without internet for over a week. I understand how frustrating this must be, and I'm sorry that your experience with our customer service has also fallen short of expectations. It's certainly not the level of service we expect our customers to receive.
We'd love to look into this in more detail, please get in touch using the contact options below;
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thanks again for taking the time to share your thoughts. We’re here whenever you need us.
Thanks, Michelle
Let down again
What is the point of ringing an advisor?
They say they will sort it out and get back to me , they never do.
Now they have closed the case, leaving me in limbo.
Plus I asked them to send me a breakdown of my charges for leaving Sky broadband early.
They have refused and told me to go on My Sky and download it but it won’t, I wish I had cancelled the TV as well.
Awful customer service with their advisors doing nothing but promising every to get you off the line.
22 July 2026
Unprompted review
Reply from Sky
Hi Ray,
I'm sorry to read about your experience. I understand how frustrating it is when you're expecting a callback or update and don't receive one, particularly if your case has then been closed without a resolution.
I also appreciate your concerns regarding the charges for ending your broadband service and the difficulty you've had accessing the information through My Sky. This isn't the experience we want for our customers.
We'd love to help in any way we can. Please get in touch using the contact options below;
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en&irct=trustpilot&ircid=instagram_click
Thanks again for taking the time to share your thoughts. We’re here whenever you need us.
Thanks, Michelle
Very good service by kinan ..
22 July 2026
Unprompted review
Really helpful
Really helpful. Talked us through what we were asking about. Ben was great 😊
22 July 2026
Unprompted review
Benjamin is a top guy
Benjamin is a top guy. Friendly and accommodating. Nice one Ben10
22 July 2026
Unprompted review
Glad we stop to talk
The sale rep was very helpful understanding and we was able to save £780 over the next 18 Months Compared with the other broadband provider. Thank you for your time
22 July 2026
Unprompted review
Woefully bad service
I switched from Virgin Media to Sky after accepting an offer to move my broadband. Unfortunately, the experience has been one of the worst customer service experiences I have ever had.
The installation was plagued by delays and poor communication. I spent weeks chasing updates, making countless phone calls and repeatedly being told someone would contact me, only for nothing meaningful to happen. Even after Openreach completed the necessary external work and my neighbour's installation was completed, my own order continued to be delayed.
Once the service was finally installed, the problems continued. To be fair, the Wi-Fi speeds were excellent, consistently exceeding 900 Mbps. However, the vast majority of my devices are connected via Ethernet, and despite paying for Gigafast Broadband and being advised by Sky's engineer that I should receive speeds close to 1 Gbps over a wired connection, the fastest Ethernet speed I achieved was around 150 Mbps.
I contacted the dedicated support team, only to be given incorrect troubleshooting advice, including instructions to press a reset button that doesn't even exist on the Sky Max Hub. After following all of their instructions, testing multiple Ethernet ports and cables, and confirming the issue remained unresolved, my messages simply went unanswered.
What disappointed me most was the complete lack of ownership. Every stage of the process involved chasing Sky for updates, repeating the same information and waiting for responses that never came. Even after escalating the matter and raising a formal complaint, I received little meaningful assistance. The poor communication and lack of follow-up that I experienced before installation simply continued afterwards.
This experience has been particularly difficult because I have been unwell and am preparing for major surgery. At a time when I should have been focusing on my health, I instead found myself spending months trying to resolve issues that should never have occurred. The unnecessary stress, time and effort involved were completely avoidable.
In the end, I completely lost confidence in Sky's ability to provide or support the service and requested cancellation of my broadband.
Ironically, switching to Sky was intended to improve my broadband experience, but it achieved the opposite. As a result, I have decided to remain with Virgin Media. In fairness, Virgin Media's customer service has improved considerably in recent months and, based on my own experience, they have been far more responsive and reliable throughout this process.
I have been a Sky TV customer for many years, so this review is not written lightly. My experience with Sky Broadband, however, has been deeply disappointing. Based on everything I experienced, I cannot recommend the service.
22 July 2026
Unprompted review
Reply from Sky
Hi there,
Thank you for taking the time to share your experience. It's disappointing to hear that your switch to Sky Broadband didn't go as planned.
From the delays getting your service installed to the issues you experienced afterwards, it's clear the overall experience fell short of expectations. We appreciate that while your WiFi speeds were strong, the performance you received through your wired connection and the support you received when reporting it left you frustrated and without the answers you were looking for.
We'd like the opportunity to take a closer look at the concerns you've raised. If you'd like us to review this further, please contact us via:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en
Please quote your Trustpilot review when you get in touch. Thanks, Alison
Very friendly
Very friendly, helpful & knowledgeable staff. Very much appreciated Sarah's support today & patience answering all our queries.
22 July 2026
Unprompted review
Customer for 26 years vip diamond used…
Customer for 26 years vip diamond used to receive excellent service , this has significantly gone downhill for what I pay , I asked to have package advertised for new customer and was told this was not possible and I could have half the package for same price or pay double the price to have the same offer so obviously they don’t want to keep existing customers so I will be looking for another company and cancelling all accounts with sky , poor customer retention
22 July 2026
Unprompted review
Reply from Sky
Hi Zoe,
Thank you for taking the time to leave a review and for your loyalty over the past 26 years. We're sorry to hear that you feel the level of service you've received has changed and that your recent experience has left you considering moving your services elsewhere.
We understand how disappointing it can be when you see offers that appear more favourable than those available to you as an existing customer. We appreciate your concerns regarding package pricing and retention options, and we're sorry to hear that the solutions discussed did not meet your expectations.
Long-standing customers are incredibly important to us, so it's disappointing to learn that you feel we haven't recognised your loyalty or provided sufficient value for the services you receive.
We'd like the opportunity to review your account and the options that were discussed with you. Please contact our team via one of the channels below, quoting your Trustpilot review:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en
We'll be happy to take a closer look at your concerns and discuss them further with you. Thanks, Alison
Bought a sim only deal for my daughters…
Bought a sim only deal for my daughters phone, for months now since purchasing this sim she has been receiving txts and calls from debt collection agencies asking for the same person to call them. I brought this to Sky's attention however, despite telling them I was not available during working hours they continued to call me at times I could not pick up. When tackled on this I was told they couldn't call be after 6pm due to not working that late in India!! I have now had to take matters into my own hands by intercepting the tens of calls a day coming to my daughters phone. I'm disgusted that a number I have purchased appears to have been used previously without warning from Sky Mobile. When my contract is up I'll be moving my entire family to a more ethical provider
22 July 2026
Unprompted review
Reply from Sky
Hi Leanne,
Thank you for taking the time to leave a review. We're sorry to hear about the difficulties your daughter has experienced since joining Sky Mobile.
We understand how concerning and frustrating it must be for her to receive repeated calls and texts intended for someone else, particularly when this has been ongoing for several months. We also appreciate your disappointment that, after raising the issue with us, you felt your availability preferences were not taken into account and that you were left to deal with the situation yourself.
No customer should feel burdened by persistent contact intended for a previous user of a number, and we can understand the impact this has had on both you and your family. It's disappointing to hear that your experience has left you considering moving your services elsewhere.
We'd like the opportunity to review your concerns and the support you've received so far. Please contact our team via one of the channels below, quoting your Trustpilot review:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en
We'll be happy to take a closer look at the situation and investigate further. Thanks, Alison
Ryan was very helpful and helped me set…
Ryan was very helpful and helped me set up my account through the app and clearly explained how to set up each different thing. Very kind and explained well what sky all includes. Very appreciated
22 July 2026
Unprompted review
Complaints process is a farce
In short, called for some help regarding a mobile phone, was given some information which yet again was incorrect. Passed through to an incorrect department who then raised a complaint. I specifically said please do not close the complaint until I have agreed to the resolution. Within minutes if not seconds received an email saying the complaint had been closed with no resolution. This is not the first time this has happened. Sky Mobile especially has gone completely down hill with no ownership since moving operations abroad. Spend the little extra and go with someone else. I’ll be raising with the ombudsman.
22 July 2026
Unprompted review
Reply from Sky
Hi Paul,
Thank you for taking the time to share your experience. We're sorry to hear that you've been left feeling frustrated by the support you've received.
We understand how disappointing it must be to contact us for assistance, only to be given information that you later found to be incorrect and then be transferred between departments. It's particularly concerning to hear that a complaint was closed shortly after being raised, despite your clear request for it to remain open until a resolution had been discussed and agreed with you.
We appreciate that this is not the first time you've experienced this issue, and we can understand why this has affected your confidence in the service you've received. Customers should feel that their concerns are being taken seriously and managed appropriately throughout the complaints process.
We'd like the opportunity to review your experience, including the handling of your complaint and the advice provided. Please contact our team via one of the channels below, quoting your Trustpilot review and any complaint reference numbers you may have:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en
We'll be happy to take a closer look at this for you. Thanks, Alison
Terry was lovely and welcoming
Terry was lovely and welcoming. Helped me out massively in understanding how things work and was very patient with me. Lovely visit
22 July 2026
Unprompted review
Engineer didn't show, twice
Booked an engineer visit for a router issue and took time off work for the slot, no one showed up and no call to explain. Rebooked for the following week and the exact same thing happened again, with only a brief apology text sent after the window had already passed.
22 July 2026
Unprompted review
Reply from Sky
Hi there,
Thank you for taking the time to leave a review. We're sorry to hear that you've been impacted by two missed engineer appointments, particularly after arranging time away from work on both occasions.
We understand how frustrating it must be to set aside time for an appointment and then have no engineer arrive, with no communication until after the appointment window has passed. We appreciate that this has caused unnecessary inconvenience and left you without a resolution to the router issue you originally reported.
This isn't the experience we want our customers to have, and we'd like the opportunity to review what happened with both appointments and the support you've received so far.
Please get in touch with our team via one of the channels below, quoting your Trustpilot review:
📘 Facebook: https://www.facebook.com/SkyHelpUK?irct=trustpilot&ircid=facebook_click
📸 Instagram: https://www.instagram.com/sky_uk/?hl=en
We'll be happy to investigate this further and look into the missed appointments. Thanks, Alison
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