Update: after posting the original review last week, Sky has since come back to me and we have liaised via FB. It wanted to clarify my new contract. IF things now go to plan as agreed I will edit my... See more
Company replied
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Review summary
Based on reviews, created with AI
Based on these reviews
1 Star is 1 too many. I've never know a company that is this dysfunctional. 7 weeks of broadband issues, lots of lies, false promises, generic scripted responses but no attempt to resolve the issues r... See more
Company replied
Awful awful awful. Can’t get through to customer care, when you are trying to cancel something on a rolling contract you get 40 minutes of having to explain 1) it is cancellable and 2) you don’t want... See more
Sky won't upgrade our broadband claiming that Full Fibre isn't available, yet as a new customer at same address it is. Terrible service from them. I'm a sky pioneer, since day 1 Sadly we have to... See more
Visited the Leeds store today after problems with my new phone and sim. After numerous calls with the online help and phone teams to no avail I came to the store for help and was warmly greeted by Jay... See more
Kris was amazing, we knew what we we’re looking for for a certain area never thought I would find it but Kris solved all our problems with his unbelievable knowledge, he then passed us onto Jade who p... See more
Had an unlimited package which turned out to be 550gb. Explained left my data streaming on and was told it would reinstated by the customer care team after they had spoken to the "back office" by no... See more
Company replied
Constantly getting no signal inside your premises. Sneaky price hike in middle of winter months. Taking unauthorized payments from your direct debit bank account. Customer service center based in Indi... See more
Agreed new 24mth contract late October '25. Good price so satisfied. However, checked 2/1/26 and Being charged£20 more than agreed. Spent over 5hrs trying to resolve. Promised call team will review of... See more
Company replied
If you have a complaint regarding Sky equipment, when you are finally able to locate a contact number, You will speak to someone in the USA and they will pass you to a call centre in India and each c... See more
Company replied
Sky customer service has been one of the worst experiences I've ever faced. I called them to discuss my issue, but they never took any action or followed up with me. Without a doubt, I believe there a... See more
Company replied
NoSpoke sky this afternoon tried to cancel my sick 78 year old father in law's TV package costing him Absolute rip off to cancel 480 pounds pensioners can't afford Paying 140 pounds a month is shock... See more
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Sky broadband is totally useless. Find myself having to reset router 6-8 times a day. Speeds are incredibly slow. Customer service just as bad, basically told me there is nothing they can do. This is... See more
Appalling company - staff don't know what they are doing, moved to sky and they lost my landline number due to inept useless staff. Complaints get you know where except frustrated and on the phone for... See more
Company replied
I’ve been with virgin media for 15 years. Moved to sky tv and broadband a few months ago because of the price. Tv programmes constantly freezing or not working, so frustrating. I also don’t like the n... See more
Company replied
Wanted to remove sports from subscription. Simple. Oh no. Price has increased 50% just this year and it's now too expensive. On chat for an eternity with someone who kept asking pointless questions a... See more
Company replied
Sky is a bad company to deal with please be advised when you deal with them you are passed from one department to department and nothing is resolved. I have been with them for 14 years and this is how... See more
Im a sky customer, just waiting for my contract to end, constantly dropping out leaving the "wheel of doom " on my screen. No point making calls as it happens so often. The absolute worst decision... See more
Company replied
An excellent and straight forward experience with Jade at the Metrocentre store. She helped us set up a new sim only contract and ensured we could port the number over and explained the activation ver... See more
Friendly staff (especially Kris and Jade) who made us feel like valued customers and explained everything in clear and simple detail They were professional in their approach and made sure that they w... See more
I been with sky years, problem is my sky account keeps deeming hacked I reported to them and made complaints and still got nowhere, payments gone up which I'm told as to be paid, I've deketed ny bac... See more
Well I phoned seven times at last someone speaking better English I asked what deals they had for OAPs nothing unless your a new customer well I’ve been with them 16 years and to be honest there was... See more
The worst customer service ever !! Struggled for a few days so someone could change my adress correctly for home moving order, spent several hours spoken to several people had to cancel order severa... See more
Company replied
I’ve been Sky customer over 30yrs+ VIP ??? 630129201384 Just don’t understand what this provides!! Billing constantly going up!! Unable to cancel Wife rang yesterday Sheeve? He downgraded us... See more
Waited for installation. Engineer didn’t turn up. Called 4 times for the update. Customer service advised me that someone will be coming to the property by 6pm. No show . Received text message at 7pm... See more
Slow broadband and dropout, usually okay customer service people when you finally get through to someone but heavily pushes you through automated chats. Broadband runs slow in the home intermittently,... See more
Company replied
I would give less stars if it was an option. Absolutely appalling. I’ve had nothing but trouble with my broadband from the day it was installed. I just keep getting fobbed off by your staff. I have h... See more
Company replied
Firstly, router was late, arrived 24 hours after connection. Was told we could keep original number, didn’t happen. Spent 2 and half hours on phone to sky last night (Saturday) to try and retrieve my... See more
Call centre staff reading from instructions cannot resolve problems English language very poor cannot understand them. They tell you they will call back they do not, they tell you yes they can resolv... See more
Company replied
Trying to talk to anyone is impossible the company are hiding behind AI Awaiting broadband connection for two days still not heard anything Quick enough to take your money no value when you an... See more
Switched 10 weeks ago. Sky Stream TV constantly freezing and boxes resetting during live tv. Netflix Premium not working for 6 weeks and over 3 hours of support calls. No refund even for service not r... See more
After a 3.5 hour long phone call and being passed to 4 different departments, sky still haven’t resolved a billing issue - I left over a month ago and they’re still charging me because they made a mis... See more
Company replied
I’ve been looking for a new broadband provider and called Sky to check on details for one of their current deals. The sales colleague was intense, pushy and tried to upsell despite me explaining repea... See more
Business broadband fault - took 40 minutes to report online. Finally got an 'engineer' booked. Said it was fixed - now worse than ever. Slow and dropping connection. Round 2 with the indian call centr... See more
Full fibre broadband generally reliable, traditional 'super fast' broadband had a lot of drop outs in North West London. Customer services lie about pricing on the phone. Thieves. They tell you... See more
This has been an absolute nightmare. I waited three days without any payment and lost £450 when the engineer came to repair the system. However, he wasn't professional enough, even after three visits... See more
Company replied
Left a highly critical review on Trustpilot Cust Srv first line/contact chatbot and advisers not fit for purpose and much, much more. Still stand by my assessment from a former Cust Srvs manager in a... See more
Nice that @Sky broadband UK messed up a severely disabled persons broadband didn’t turn up for the appointment and is right now without their emergency contact system from the Social Services! Shame... See more
Company replied
Sky customer for over 25yrs. Bought a new iphone17 on 12th Dec 2025 and was never able to set it up. After numerous contacts through chat/phone calls was told to send phone back to sky Phone was de... See more
We were moved to full fibre from copper and really, really wish we hadn’t as the connection simply does not work. So hard to get Sky to get a fix through BTOR. Fed up with resetting and explaining to... See more
Company replied
The most incompetent company on this earth, and I no idea why people put with there lies and deceit. We are leaving because there broadband speed they give you when joining are lies. The Indian call c... See more
Company replied
Don't waste your time on streaming, skipping or Netflix without reading the detail customer services say yes to all questions to get the sale. Wrong engineer dates for q. Set up. Wrong costum... See more
Company details
Written by the company
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.
Contact info
United Kingdom
- www.sky.com
2.0
Poor
22K reviews
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Afia was very helpful very polite and…
Afia was very helpful very polite and explained everything in very good detail and was very happy with the experience
February 13, 2026
Unprompted review
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Shockley Poor Customer Service & Incorrect Billing
Skys customer service is Shockley poor, its impossible to got hold of anyone on the phone, they don't respond to email and you have to wait hours to speak to anyone on chat.
They continually send you bills after the sky account has been closed and will not in engage with you until the bill has been paid, even through the bill is incorrect. they then threaten to instruct debt collectors to recover the money.
Avoid this company, it's not worth the hassle.
February 12, 2026
Unprompted review
Reply from Sky
Hello, Richard. Thank you for taking the time to share your experience. I’m genuinely sorry to hear how frustrating this has been for you. Feeling ignored when you’re simply trying to resolve an issue is incredibly disheartening, and it’s clear we’ve fallen short of the service you should expect.
I understand how concerning it must be to receive incorrect bills and then be contacted about potential debt collection before the issue has even been addressed properly.
I’d really like to help get this sorted. If you’re willing, please reach out to us so we can see what can be done to assist. You can get in touch with us by using these links:
📘 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, Matt
I only wanted to look at the colour of…
I only wanted to look at the colour of the TV. And here I am walking out with new contract. Afia ,Jen were absolutly amazing. Did not take long time either and they did sorted me with everything i needed
February 13, 2026
Unprompted review
Appalling customer support when trying to resubscribe
Customer support - took a long phone call plus over 3 hours online chat to renew my subscription with an offer that sky put on my account - support rep constantly gave me untrue information, claimed that the re-subscribe deal (that was attached to my account on sky.com) was for new users only (it was twice the price that new users get) and claimed that features are not included that were explicitly included as line items on my bill and clearly stated on the re-sub offer. Then they tried to charge me a £20 admin fee! Utterly, utterly dreadful. I was actually filling in a form to move to Zen for broadband when out of the blue the rep gave up and offered me a deal that was different but good enough. There's more appalling detail but you get the drift!
February 12, 2026
Unprompted review
Reply from Sky
Hello, Andi. Thank you for taking the time to share your experience with us. I’m genuinely sorry to hear how difficult and frustrating your renewal process turned out to be. Spending hours on calls and chats, receiving conflicting information, and having to challenge details that should have been clear from the start is absolutely not the standard of service we want anyone to go through.
I’m glad a workable deal was eventually offered, but it should never have required that level of effort on your part. Your feedback highlights areas where we clearly need to improve, and we’ll make sure it’s passed on so we can address the issues you encountered.
If you’d like us to review your account in more detail or ensure everything is now set up exactly as promised, we’d be more than happy to help. You can get in touch with us by using these links:
📘 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, Matt
Non existent service and no TV
Bombarded with calls to upgrade to fibre. Did that yesterday and have lost our Sky TV. You can't speak to anyone anymore. None of the 'Help' functions fit our specific problem, the AI 'help' is worse than useless, whole experience is utterly appalling. Time to switch to Virgin. Whatever you do, waste your money on Sky.
February 12, 2026
Unprompted review
Reply from Sky
Hello, Stuart. I’m really sorry to hear about the experience you’ve had. It’s absolutely not the level of support or clarity we want for anyone. Being pushed to upgrade, only to lose access to your Sky TV and then struggle to reach someone who can help, must be incredibly frustrating. I understand why you’d feel let down.
I’d really like to help get this sorted for you so please reach out to us if you'd like us to assist. You can get in touch with us by using these links:
📘 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, Matt
Pete was really helpful when sorting…
Pete was really helpful when sorting out my mobile contract and also ordering me a new phone - superb service thanks very much
February 13, 2026
Unprompted review
Services
If you are looking for a service provider, please avoid SKY like the plague. After sales service across all channels is none existent,
February 13, 2026
Unprompted review
Reply from Sky
Hello Jonathan.
Thank you for sharing your experience. Feeling the need to warn others says a lot about how disappointed you’ve been, and I’m genuinely sorry that the after‑sales support left you feeling completely unsupported.
When you choose a provider, you expect help to be available when you need it, across every channels. Instead, you’ve been left feeling ignored, with no meaningful follow‑up or assistance. That’s not the standard of service anyone should receive, and it’s understandable that you’re frustrated.
We would love to take a look and offer our support.
You can get in touch with us by using these links:
📘 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 Jillian
Pete great service & very supportive…
Pete great service & very supportive caring person.I wish him form my soul.
February 13, 2026
Unprompted review
Don’t use sky
Sky today refused to talk to me as I left them.
They asked me to verify my account by my old bank card  which made me very suspicious I refused to give them any details be very very careful.
Sky can not be trusted.
Staff rude and helpful last go else where
February 13, 2026
Unprompted review
The WiFi seemed ok at first but over…
The WiFi seemed ok at first but over the last month it has been extremely poor. Constantly drops signal.
Doesn't matter what I do, restart router change position . I keep getting poor connections.
I would not recommend this company . I will be getting rid as soon as contract ends . Unfortunately I have a year left of poor service.
February 13, 2026
Unprompted review
Reply from Sky
Hello Al M
Thank you for sharing your experience. A broadband service that is dropping out, losing signal, and forcing you to constantly reset equipment is incredibly frustrating, and you shouldn’t have to spend your time trying to fix something that should simply work.
You’ve clearly done everything you can on your side, and it’s disappointing that the connection has continued to deteriorate to the point where you’re counting down the days until your contract ends. No customer should feel stuck with a service that isn’t meeting the standard they’re paying for.
We would love to take a look into the issues you are experiencing.
You can get in touch with us by using these links:
📘 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 Jillian
I would give no stars if it was an…
I would give no stars if it was an option. Stay away from getting an ESim contract with this company. Having recently taken on mobile contracts they cannot deal with complexities of ESIM queries. Having spoken to 8 staff over the phone and visiting in store non could resolve my issue. I received no apology, one member of staff after having me on hold for 30 mins cut my call and never called me back, another promised to call me back and never did, another promised to send information and never did. They left me without a data plan for 2 days and didn’t have the capacity to help transfer my existing number from another provider. In the end I totally lost faith and went back to my old provider but at a cost - I lost my number due to Sky’s incompetence- this has been a frustrating ordeal for me - think twice before entering into an eSIM contract with this company
February 12, 2026
Unprompted review
Most expensive fulll fibre bad customer service
Had part fibre and was updated to full finally in my area so I rung as router kept going off to which tech guy said he send another asked if I could go on 900 gigs for 36 pounds he said yep put u through to right department I was put through to Samantha who said I cudnt have that new customer only I asked because of the issues I had was there anything she could do as could go bt for cheaper after 6 mins on hold she came back and said nope so I asked for retention in to which Samantha said I am in retentions which is not where the tech guy had popped me through it was customer service she was very unhelpful not understanding and I think I will take my business else where as she trying to charge me 47 for a product I have never had before I should be allowed as tech guy said it for 36 pounds not at all happy with Skys handling of customers as they give there new ones better ones then protecting the ones who stay loyal savage company
February 12, 2026
Unprompted review
Reply from Sky
Hello, Nataliya. Thank you for taking the time to share your experience with us. It’s disappointing to hear that you were given conflicting information between departments, and I completely understand why this left you feeling let down.
I’m sorry that your conversation with our team didn’t leave you feeling heard or helped. You deserved a more understanding approach and a proper explanation around the pricing you were offered. Being told one thing by a technical advisor and something entirely different by another is understandably upsetting.
If you would like us to see what can be done to assist, please don't hesitate to reach out to us. You can get in touch with us by using these links:
📘 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, Matt
John was really helpful and got what I…
John was really helpful and got what I wanted straight away. Top man!
February 12, 2026
Unprompted review
Customer service
Changed to Sky broadband and after 4 weeks broadband completely stopped working. Tried all the usual go to's but nothing worked.
Phoned there customer service line and was told they could only raise a manual investigation. This will take 48 working hours just to be processed not resolved. So no broadband from Thursday-Tuesday.
Oh and if I want to claim a refund it cannot be done until 48 working hours have passed.
No internet, TV, kids cannot do revision and unable to work from home.
Sky is a con your paying for nothing and the service is beyond poor.
February 12, 2026
Unprompted review
Reply from Sky
Hello Matt.
Thank you for sharing your experience, being left without broadband for days, especially after only four weeks with a new provider, is incredibly disruptive, and I’m genuinely sorry you’ve been put in this position.
Losing your connection and being told only a manual investigation can be raised, and then having to wait 48 working hours just for it to be processed and not resolved is far from the level of support you should expect. When your internet, TV, work, and your kids’ revision all depend on that connection, delays like this have a real impact on daily life.
Your feedback highlights exactly where the experience needs to improve: faster action, clearer communication, and a more proactive approach when a customer is left without essential services.
We would love to take this opportunity to make sure this is put right.
You can get in touch with us by using these links:
📘 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 Jillian
Waste of time raising a complaint!
I’ve raised a complaint with Sky about their customer service because I’ve been virtually begged to give their representative a score of at least 9 out of 10 in the subsequent Sky survey. Thought the survey was supposed to be confidential. Then they had the cheek to put me through to the same people! Promised a call back and it didn’t happen. Complained again - same thing. No follow up. No help. No advice. No support. I’m a diamond customer but feels like I’m not valued or listened to. Contract ends soon - seriously thinking about leaving now.
Sean
February 2, 2026
Unprompted review
Reply from Sky
Hello Sean.
Thank you for taking the time to share your experience, Sean. Being pressured to give a high survey score, especially when the survey is meant to be confidential, is completely unacceptable. You should never feel pushed, into giving feedback, it defeats the entire purpose of an honest customer survey.
It’s equally frustrating that after raising a complaint, you were put straight back through to the same team, promised call‑backs that never happened, and left without any meaningful follow‑up or support. That’s not how a complaint should be handled, and it certainly doesn’t reflect the level of care a long‑standing Diamond customer deserves.
We would love to take a look into this.
You can get in touch with us by using these links:
📘 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 Jillian
Paul gave us a 5 star service we come…
Paul gave us a 5 star service we come back time and time again brilliant service great guy
February 12, 2026
Unprompted review
Left with an unsightly hole on newly decorated internal wall
I had an engineer visit a week ago and they drilled through a radiator pipe (accidents happen!!) a very efficient heating engineer arrived 3hrs later and made the repairs. However that was a week ago! I have a hole in my newly decorated dining room and no contact whatsoever from Sky to repair!! You can’t even find a contact number for them. Please beware when having your broadband upgraded maybe look elsewhere.
February 6, 2026
Unprompted review
Reply from Sky
Hi Sharon,
Thanks for taking the time to leave your review. I'm really sorry to read about the damage caused during your recent engineer visit. I completely understand how disappointing it must be to be left with a hole in a newly decorated wall — this isn’t the experience we want for any of our customers.
We’d like to look into this urgently. To do that, we’ll need a few more details from you so we can escalate this to the right team and get things moving.
You can get in touch with us by using these links:
📘 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, Gillian
My SKY router drops out OFTEN
My SKY router drops out intermittently, I usually get around 600mbs on a 1000mbs contract. Though when it dropd out and I contact SKY, they use this very usless tool, which appears on (everyones) MYSKY APP, on their phones, and shows that my internet is working hey okay, and normally shows that I am getting somewhere around 900mbs, but that is NOT what a Speed Test shows on my phone, or my computer, they usually show anything below 30mbs, but they do not listen to my issues, they just go on the MYSKY APP for the readings, and tell me they cannot help me further. So I then just keep resetting my pouter, untill by some miricle it starts working again.
Normally I get good service, but this issue is constantly, do you have the same issue as me???.....
February 12, 2026
Unprompted review
Reply from Sky
Hi Andrew,
Thanks for taking the time to share your experience. I'm really sorry to read about the intermittent dropouts and the difference you’re seeing between the MySky app readings and your own speed tests — we understand how frustrating that must be.
The speeds shown in the MySky app reflect the performance coming into your hub, while tests on your phone or computer measure the speeds over WiFi. If you’re seeing much lower results on your devices, it could suggest a WiFi issue rather than a problem with the broadband line itself. Dropouts can also make this feel even more inconsistent.
We’d really like to take a closer look and see how we can help get things stable again. Please get in touch with us directly, and we’ll run full diagnostics and talk you through the next steps.
You can get in touch with us by using these links:
📘 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, Gillian
Jay was very helpful and accommodating.
Jay was very helpful and accommodating.
10/10.
February 12, 2026
Unprompted review
Absolute shambles of a customer service…
Absolute shambles of a customer service team… and awful broadband service, I was down for 8 days, every other company gave free minutes, dongles etc .. sky gave me a robot on the end of the phone. Then found out my new router does not do thing the old one does, 45 mins on phone, spoke to SIX different people , to be put on hold then cut off. Happy to say I’m out of contract and leaving
January 1, 2026
Unprompted review
Reply from Sky
Hello Terry.
Thank you for sharing your experience. It’s completely understandable why you’re frustrated. Being without broadband for eight days is bad enough, but feeling like you’re talking to a robot, being passed between multiple agents, and then being cut off after 45 minutes only adds to the stress. That’s not the level of support anyone should receive, especially when you’re trying to resolve something as basic as getting your service working.
It’s also disappointing to hear that your new router doesn’t offer the same functionality as your previous one, and that no one was able to give you a clear explanation or solution.
We would love to help and get you the right support.
You can get in touch with us by using these links:
📘 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 Jillian
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