SKY Reviews

Name: SKY
Rating: 1.55

1.6 Rating 744 Reviews

13 %

of reviewers recommend SKY

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1.6

Based on 744 reviews

Customer Service
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Stetson Montgomery

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Sky’s customer service is wholly inadequate, disorganised, and incapable of resolving even the most basic requests. What should have been a simple home move turned into a prolonged and frustrating ordeal lasting over a month, with absolutely no meaningful progress. Throughout the process, agents repeatedly relied on scripted responses, offering empty reassurances such as “don’t worry” while demonstrating no ownership or accountability. The issue required coordination with Openreach, yet Sky continually claimed they were unable to contact them directly—an excuse that is entirely unacceptable for a provider of this scale. Customers should not be left in limbo because of internal inefficiencies and lack of coordination. It is particularly alarming that, after weeks of waiting, it was only discovered at the very last minute that no work had been carried out at all. This highlights a complete failure in process management, communication, and oversight. Instead of taking responsibility, I was simply told to continue waiting, with no clear timeline or resolution. Escalation proved equally ineffective. I spoke to a manager (Ram or Rami) who committed to calling me back, yet never followed through. This reflects a serious lack of professionalism and integrity. Furthermore, I was repeatedly transferred between agents, forced to explain my situation from the beginning each time due to the apparent absence of proper account notes. This level of inefficiency is unacceptable and demonstrates a systemic failure in customer handling. Sky’s service standards have clearly deteriorated. The experience reflects poorly on the organisation as a whole, from frontline agents to management. Customers are left without support, accountability, or basic communication. As a result of this unacceptable experience, I have cancelled my service and moved to another provider. I strongly advise others to avoid Sky if they expect reliable service and competent customer support. Should Sky genuinely wish to address this matter, I expect direct contact from a senior representative with the authority to take ownership and provide a proper resolution—not another scripted response from a call centre agent.”

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Posted 3 months ago

“Terrible service from start to finish I have been left without internet for 2 weeks!!! And before then had bad internet for a whole year! What a shambles of a company. Try to call them several times for the phone to be cut off . What a joke stay well away!”

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Posted 3 months ago

“Dear Sky Ireland, I am writing to formally complain about the unacceptable handling of my broadband fault and the repeated failures by Sky to resolve the issue or provide accurate information. The issue initially began on Friday, when the internet connection started dropping intermittently, before failing completely on Saturday morning. I reported the fault on Saturday and was initially told there was no outage in the area. After spending approximately 30 minutes troubleshooting over the phone, I was then informed that there was in fact an outage. I contacted Sky again on Sunday and was advised that a technician visit would be required. On Monday, I was informed that an engineer would attend on Tuesday between 8:00am and 12:00pm. Tuesday came and no technician arrived. At 12:30pm, after contacting Sky again, I was told the engineer would arrive “within the hour.” By 4:30pm, with still no sign of anyone, I called again and was then told the technician would arrive between 5:00pm and 6:00pm. We waited until 8:00pm and received no call, text, update, or apology to say that nobody would be attending. My husband had to take a full day off work to wait for this appointment. I called again on Wednesday following the no-show. Nobody could provide any information or explain what had happened. I asked to speak to someone senior and was told this could not be arranged. After another 30 minutes on the phone, I was assured that a technician would attend on Thursday between 9:00am and 12:00pm, and that somebody from the broadband team would contact us directly. Nobody called. I contacted Sky again today and was then informed that no appointment had actually been booked due to a “system error,” despite the fact that the appointment time had been confirmed multiple times during the previous call. I was then forced to arrange yet another appointment, which I am not even confident has been properly scheduled, as the agent disconnected the call. At this point, the broadband has been unavailable for almost a full week. The lack of communication, misinformation, missed appointments, and complete absence of accountability is entirely unacceptable. I require the following as a matter of urgency: * Immediate escalation of this complaint to a senior manager * Confirmation of a guaranteed engineer appointment at a fixed time * Direct contact from a senior member of the broadband support team today * Compensation for the repeated missed appointments, loss of service, and the time taken off work unnecessarily * Dates of when contract with sky expires for tv, mobile and broadband Every time I contact Sky, I appear to receive conflicting information from different agents, none of whom seem able to properly manage or resolve the issue. This level of service is completely unacceptable and extremely disappointing. I expect someone to contact me today with a definitive resolution.”

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Posted 3 months ago

“If 0 stars was an option i would be using it because to be honest they don’t even deserve the one star. Since the beggining of trying to order a new phone there was complications via the website, so i called them instead. I made my order over the phone still unsure how to manage my sky account since there was problems with it that even they could not assist with. I was then told i need to sign a credit agreement before my phone was dispatched, yet again there was a problem with signing the credit agreement on there behalf so they said that they would send a paper credit agreement and that it would be with me in 48 hours, if i failed to sign this my order would be cancelled within 14 days. Then 1 week went by which ended up in me calling them today to see where this paper credit agreement was, and i was then told we only send paper credit agreements to people who have disabilities, i then questioned them to why i was told this has been sent to me when really it hadn’t, the advisor then seen that my order will be cancelled in 4 days meaning they have no time to send a credit agreement to be delivered and then me to send it back before my order gets cancelled. I decided to give them one more chance to do it right after HOURS on the phone to sky so i replaced the order again assuring that i will get my £12 fee back for the previous one and they said yes i will, she assured me that i will have the paper agreement again within the next 48 hours, i was then transferred to someone else without her even telling me she was transferring me to have the SAME discussion over and over again with 3 different advisors then saying they can not send a paper credit agreement out. I then decided to cancel both of my orders i had placed with them and now waiting to see if i get my £12 up front fee for both orders i placed, probably going to be the next problem. I was transferred multiple times having to repeat myself numerous amounts of times i was getting sick of my own voice. Now i’m going with EE much more efficient and swift.”

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Posted 3 months ago

“I rang up sky due to my phones sim some reason had changed to Business, I don't know how this has happened as I've not changed or done anything. Whilst on the phone with an advisor I was told to delete the eSIM relating to the number. I asked 3 times if they are sure as I was going to lose everything, she confirmed 3 times. I pressed the delete button and the phone hung up straight away I had no signal, no data, no phone number nothing. I now couldn't call anyone or get anywhere as I use maps for my work. I had to head straight back to the office where I could use another phone, where I spoke to a gentlemen who promised me a new eSIM would be sent latest by 14:00, I later found this to be a lie as 14:00 came and nothing sent. I rang them back and was hung up on twice when I was explaining what had happened! for a third time calling I managed to get through and was advised that I couldn't not be provided with an eSIM today at all and if so they would change my number, this was also not an option, or 1-6 working days I could get a physical sim, I asked if I could get a guarante of this being delivered in 1 day I was told no. I then asked if I can get an eSIM now with a new number and then get the physical so I can get my old number back. They said this could be done at an extra charge, I had asked for no charge as this wasn't customer era but advised by staff at sky! I still have no resolve my phone only works on WiFi. No one has helped me, essentially I have been told it's my problem and sucks to be me! I now have the joys of sitting on another call for an hour I suspect waiting to speak to the senior team also have no idea what time the office closes. I would avoid this company for the foreseeable future and would recommend anyone to just go O2 direct as it's the same network anyway!”

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Posted 3 months ago

“Hi to a great team that helped me threw several departments and gave me such an amazing deal with cinema tickets a low monthly price I was filled with tears of joy as I’ve sadly got my 3rd round of cancer and am fighting emphysema of passed the predicted in a life year so he’s wonderful guys have made it worth celebrating may anyone considering switching to sky I would not think twice each team member treated me with so much respect and dignity they’re good manners and patience is Second to know thank you to all Sky. I’m too very special guys who win above and beyond may you your family have all your hopes and dreams come to you tenfold Mr Carter from Carlisle”

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Posted 3 months ago

“After deciding to move from EE to sky under 14 days ago I would strongly urge anybody to rethink about using sky. We received to tv pucks just over a week ago. We have had nothing but rouble with ONE of the pucks. Having spoke numerous times to the customer services we have been left with 2 options. Either we have to connect the wireless box with a wire to our router, even though it is 1 inch away from the router and we have had no issues with the other 6+ devices in the household. After telling them we wanted to cancel our tv package we then spoke to "cancellations". They admitted connecting through a wire was ridiculous and clearly proves wr have a faulty puck. Sadly after thinking we were getting somewhere, we were advised if we pay £39.99 they would send us a new puck. They would later refund it. (Is that not also admitting there is a problem with the puck?) We obviously refused to pay, as guided by trading standards, if a product is faulty it the law to replace it, not charge a customer for the privilege. After the 4th call in less than 10days, all the solutions being useless and facing having to pay for what is stated in our contract as a free device, and having to argue and fight for over an hour! We eventually got through to someone who listened, and sent us a replacement box free of charge, in return for the faulty puck. Do you know what compensation they offered? A measly £10. As a new customer and realising if we didn't have the sense and confidence to argue with the customer service team we would of been completely ripped off, we have chosen to end our contract with sky. And I would like to urge anybody that can not fight a customer service team to stay well clear kf this company that are blatantly ignoring trading standards law. I will be requesting all the call recordings, in which each agent contradicts the last and blatantly tries to offer us unlawful solutions.”

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Posted 3 months ago

“Trustpilot reviews Thanks for your review! Sky logo Sky Your review is pending.Read more Aden o 6 reviews GB Rated 1 out of 5 stars Me and my partner raised a complaint… Me and my partner raised a complaint last Wednesday and spoke to a Ben our contract was upgraded without our knowledge and sky apparently have no evidence of this. This was raised with there back office apparently we was advised we would get a call within 3 to 5 working days. This call never happened. We called today to speak to the complaints team or the retentions team. We got through and 4 times the agents said they were the technical team. We eventually got through to a Shannon on the loyalty team(retentions team) who hung up on us. We then got through to a Cruz again on a technical team who said the order was reversed but couldn't give us any information and would need to speak to the retentions team. We then got through to a Harsha who said it hadn't been reversed and couldn't wait to get in his taxi so basically said I will call you tomorrow. Basically I just want to know why sky has removed message over the last week from the app over a 8 month period basically hiding any information regarding and potential upgrade, whether the upgrade was done via phone or website as we are given conflicting stories, we want the evidence of the upgrade such as the contract or even a letter that was sent to us as there is none and we want to know how the complaint was resolved as apparently according to one of the several agents I have spoke to today said it is. I've basically been lied to by several agents Shocking customer service”

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Posted 3 months ago

“What went wrong with Sky.?.EVERYTHING...Trying to speak with a person .IMPOSSIBLE..no engineer, turning up..no apology or explanation..and now asking for equipment back..that the engineer, who did finally come and was excellent (John Butterworth)..took away with him..and I told Sky ,that he had...hours and hours of my life wasted on Sky.....wish I had stayed with BT...would recommend others..to do the same..”

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Posted 3 months ago

“I’m thankful for their help—the withdrawal issue was resolved efficiently and without hassle.”

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Posted 3 months ago

“I strongly advise others to be cautious when dealing with Sky Mobile. I am extremely disappointed that £23 has been taken from my account over the past 10 months for a SIM-only contract without any prior renewal notification. This lack of communication is unacceptable and feels misleading. To make matters worse, other network providers offer similar contracts and data for around £9, which makes this even more frustrating. In addition, the customer service I received has been the worst I have experienced in the UK—unhelpful, unresponsive, and difficult to deal with. The network service itself has also been very poor. I often have to switch my phone on and off every 15 minutes just to regain signal. This has caused me to miss important calls and, at times, I have been unable to make calls altogether. The signal is weak, frequently interrupted, and calls are regularly disconnected—even when trying to speak with Sky customer service. If it were possible, I would give a negative rating (minus 100 stars). Overall, this has been an extremely poor experience with both the service and customer support.”

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Posted 4 months ago

“Dependable, knowledgeable, and always a pleasure to work with.”

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Posted 4 months ago

“Incredibly rude customer service. They attempted to charge us a cancellation fee of over £240, which feels excessive given we’ve been loyal customers for over two years. We’ve decided to let our contract expire and switch to a different provider. My recommendation: avoid this company if you can.”

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Posted 4 months ago

“A team that delivers every time — professional, dependable, and genuinely”

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Posted 4 months ago

“I set up a premium sky glass 2 package in Nov 25. The TV with built-in soundbar is great, however the operating system lacks the efficiency of sky Q. Freezing through guides / applications is a experience that happens far to often. Applications open but will not display any content or if they do load, they will not allow any movement through menus. Unfortunately this resorts to restarting the system. Not what I expected as an "upgrade"”

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Posted 5 months ago

“Equipment, internet and service are all terrible. Constantly having to reboot Sky Puck, internet cuts in and out all the time and whenever you ring customer service it quickly evolves into a sales call where the answer to the issue is buy more products. Cannot wait to leave. Also, don't sign up to any special offers as it extends your contract (in the small print). Sky are a truly unscrupulous and dishonest operator with a business model designed to squeeze your wallet and trap you in the service. AVOID!”

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Posted 5 months ago

“Their consistency and care set them apart — people you can always count on.”

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Posted 5 months ago

“terrible experiencia con estos tipos, sus pantallas del aeropuerto no se actualizan correctamente, por ende me hicieron perder mi vuelo. Al comunicarme con ellos para buscar una solucion, se lavaron las manos y me hicieron pagar otro vuelo al día siguiente. Me dejaron durmiendo en el suelo del aeropuerto esperando, no me dieron voucher de comida ni nada. ¿que tipo de empresa es esta? espero las autoridades legales locales la denuncien por malos tratos a sus clientes”

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Posted 5 months ago

“I spoke to a lovely person today called Colin He was so helpful and went through everything I need to know about upgrading Thank you Colin”

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Posted 5 months ago

“They didn’t , over 15% increase in monthly payments, only 6 months into 24 month contract. Inflation only about 3%”

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Posted 5 months ago

SKY is rated 1.6 based on 744 reviews