I signed up for a 2 year subscription contract for broadband and media (no cinema, no sports) which was a big mistake, everything works well but mid-contract the price increased from £79 to £110 a 4... See more
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Title: Ongoing billing after cancellation and months of chasing I cancelled my Sky TV package on 9 November 2025 and was told during the call that there was a system issue, but... See more
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I have been trying to return an unused and unwanted puck for use with Sky Streaming for about a week. You get passed around the houses from one agent to another and nothing gets resolved. I thought Vi... See more
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Sky agent has just laughed at my issue after being passed on to 4different agents regarding credit reference reporting being incorrect and my life being on hold. This is no laughing matter!!! When is... 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
2.6
Poor
27K reviews
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Dreadful customer service
I have been trying to return an unused and unwanted puck for use with Sky Streaming for about a week. You get passed around the houses from one agent to another and nothing gets resolved. I thought Virgin Media was bad, but Sky seems determined to equal their ineffective customer service. The agents all seem keen to offer new services and seem incapable of dealing with the issue at hand. I'm also fed up being sent e-mails that one cannot reply to. Infuriating.
24 April 2026
Unprompted review
Reply from Sky
Hi Kathryn,
Thanks for your review. I'm sorry to read about the difficulties you’ve had returning the Sky Stream puck, and feeling pushed towards new services instead of your issue being addressed is understandably very frustrating. This isn’t the experience we want for any customer. If you’re happy for us to review your account, we can check what’s been happening with the return request and look into this further for you.
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
I am extremely disappointed with the…
I am extremely disappointed with the service I have received from Sky. As a customer of over 14 years, this experience has been unacceptable.
These issues began when I recently took out broadband and changed my package to Sky Stream. From the outset, I was given incorrect information and sold a package that did not match what I was later billed for. I was also advised to take Sky Glass, which did not work properly and was cancelled within the cooling-off period. Despite being clearly told I would not be charged, I then received messages stating my account was in arrears for a bill that should never have existed.
When the Sky Glass TV was delivered, the order had not even been followed correctly. I was sent the wrong colour, and instead of resolving this, I was advised to cancel and reorder again. This was not practical, especially as I had already taken a day off work to wait for the delivery.
When setting up broadband, Sky failed to request the transfer of my number from my previous provider. I was then told to cancel and reorder the service, which caused unnecessary delays. I was left without broadband for over a week and a half, which meant I was unable to work from home and caused significant inconvenience. I was also told that an engineer would attend to set everything up again, but on the day no one turned up. When I called in the evening, I was simply told that I could set it up myself. If I had been told this from the beginning, I would have done it, rather than waiting in and dealing with the disruption.
I was assured that I would not be charged for the period affected by these mistakes. Although a discount was mentioned, my March bill was significantly higher than expected. It appears that charges were simply added together and pushed into the following month, making any so-called “discount” meaningless.
From January to March, I was on the phone to Sky almost every single day trying to resolve these issues. Each time, I was given different information and repeatedly promised call-backs that never happened. After March, the communication became even worse, I stopped receiving any meaningful responses and was left with empty assurances that someone would get back to me, which never happened.
This is not just poor service, it is a complete lack of accountability. I have been overcharged, misled, and repeatedly ignored. As a long-standing customer, I expected far better. Instead, I have been left chasing an issue that should have been resolved weeks ago.
As soon as my contract comes to an end, I will be leaving Sky. I have completely lost confidence in the service. I expect urgent contact to resolve this matter, including a full review of my account, correction of all billing errors, and clear confirmation of any agreed adjustments. If this is not addressed immediately, I will escalate this further.
27 March 2026
Unprompted review
Reply from Sky
Hi Harpreet,
Thanks for your review. I'm sorry to read about your experience. This is all understandably extremely frustrating, especially after being with us for so many years. This isn’t the level of service or communication we want for any customer. If you’re happy for us to review your account, we can check what’s been happening with your package changes, billing and recent contacts and look into this further for you. Please get in touch with us directly and we’ll do our best 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, Gillian
Fantastic service from Mofazzal
Fantastic service from Mofazzal! 100% recommend visiting White City Sky!
24 April 2026
Unprompted review
This is complaint about your van driver…
This is complaint about your van driver advertising sky reg no. LG25UXC . He is a mad , depressed driver i think how rush driving he is doing on A4 langley road and after choosing wrong lane he wants to overtake me in single lane although showing me middle finger when i saw him. I hope you would take some action on this rude guy shit man it is
24 April 2026
Unprompted review
Reply from Sky
Hi, Thank you for taking the time to share this. I’m really sorry to hear about the experience you’ve described — that’s not the behaviour we expect from anyone representing Sky, and I completely understand how upsetting that must have been on the road.
To look into this properly, we’ll need a bit more information from you directly. If you can reach out to our teams, we can take the details and make sure this is passed to the right place for review.
You can reach our teams here:
📘 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, Heather
Very helpful
Very helpful. Lovely explained everything carefully. A credit to your company
24 April 2026
Unprompted review
Stevie brilliant help and professional…
Stevie brilliant help and professional service.
24 April 2026
Unprompted review
Matt was very helpful and explained…
Matt was very helpful and explained everything in simplistic terms that a 56 year old hard of hearing technophobe could understand and follow.
24 April 2026
Unprompted review
Darren was very helpful and friendly.
Darren was very helpful and friendly.
24 April 2026
Unprompted review
Shambolic experience with Sky Broadband
Sky wrote to me about an inflationary price increase. I called them to say I was not happy with this and they promised to apply a monthly credit to my account. Because of a problem with the system, the agent said they would deal with that system issue first and apply the credit with no further action from me. The call lasted around 20 minutes. Nothing had changed a month later so I called again and, after around 27 minutes speaking with them, they said they would raise it as a complaint. I received an email that day at 11.31 to say the complaint had been raised and (also at 11:31, I received an email to say the complaint was closed). I thought this was a system issue so gave them more time. I then called back after around 11 days and after 3 different calls, they apologised and said they would apply the previous credit agreed but I would need to enter into a new contract. Complete farce.
24 April 2026
Unprompted review
Reply from Sky
Hey David, thank you for taking the time to share your experience — I’m really sorry for the frustration and inconvenience this situation has caused.
We understand how concerning it is to be told that a credit will be applied, only to find that nothing has changed despite multiple follow‑up calls. Spending a significant amount of time contacting us, receiving conflicting information, and then seeing a complaint raised and closed at the same time is understandably upsetting and not the level of service we aim to provide.
I’m also sorry for the confusion around the complaint handling and the expectation that you would need to enter into a new contract in order to have the previously agreed credit applied. That clearly wasn’t explained well and has added to an already frustrating experience.
Your feedback is extremely important, and we’ll ensure it’s shared with the relevant teams — particularly around follow‑through on agreed actions and clearer communication when resolving price increase concerns and complaints.
We would like the opportunity to review this properly and see whether the agreed credit and complaint handling can be addressed fairly. If you’re willing, please contact us through our official Sky Help channels and reference this review, so one of our advisers can look into this in detail for you.
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 for taking the time to share your thoughts — we’re here whenever you need us. Thanks, Allan.
Poor Customer Service
I am moving to sky and went through their customer service, they were very unhelpful and rude. Kept trying to upsell me when I just wanted a simple package.
24 April 2026
Unprompted review
Reply from Sky
Hey Tom, thank you for sharing your experience, and I’m really sorry to hear that your initial contact with us was disappointing.
We understand that when you’re setting up a new service, you want clear, helpful advice — not pressure. It’s concerning to hear that you felt the conversation was unhelpful or rude, and that upselling took priority over listening to what you actually needed. That’s not the experience we want to provide, and we apologise for how this interaction made you feel.
Your feedback is important, and we’ll make sure it’s shared with the relevant teams so we can reinforce the importance of respectful, straightforward service — especially for customers who are just looking for a simple package.
If you’re still considering joining us, we’d really appreciate the opportunity to help you properly and discuss options based solely on what suits you. Please feel free to contact us again via our official Sky Help channels, referencing this review, and we’ll do our best to make things 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 for taking the time to share your thoughts — we’re here whenever you need us. Thanks, Allan.
Broadband installation
Fahim done a very professional job. Was extremely polite and done my installation very well. 100% happy with the service and happily recommend to anyone.
24 April 2026
Unprompted review
Sky protect and loss of no claims bonus
After over two year with sky home insurance I wanted to switch to another company. I asked for my proof of no claims bonus. They said they do not operate like that so cannot provide it. I had built up over ten years with other providers and should have had 12 by the time I left sky. Now I have none because no claims bonus expire after 2 years so I cant even use the 10 never mind the 12. Complaints process is a joke and a box ticking exercise. They are not interested in the customers concerns. The deal they offer may be cheaper in the short term but think about the long term and loosing your no claims. I recommend you avoid them.
21 April 2026
Unprompted review
Reply from Sky
Hi Andrew,
Thank you for your feedback. I’m sorry to hear that you’re unhappy with the service you’ve received.
I understand your concerns regarding No Claims Discount. Home insurance does not operate in the same way as motor insurance, and there isn’t a standardised or transferable “no claims bonus” that providers issue or carry over between insurers.
When arranging home insurance, customers are typically asked about their claims history, and in some cases how long they have been claims-free. This information is provided at the point of quote and used by insurers to assess the risk and any applicable pricing. It is not usually supported by a formal No Claims Discount document, and we did not request or hold evidence of this when your policy was taken out.
You can still declare how many years you have been claims-free when obtaining quotes. For example, if you have been claims-free for 12 years, you can input this accordingly, as this has not been lost.
Insurers will assess this information using a combination of what is declared and checks against industry data where required. In some cases, they may ask follow-up questions, but this would generally relate to claims history rather than requesting proof of a set number of years.
While we are unable to provide proof of No Claims Discount, we are happy to provide confirmation of your policy history with us, including that you held cover for the past two years and that no claims were made during this time, should your new insurer require this.
We do take all feedback on board and are sorry that your experience has led to dissatisfaction on this occasion.
Kind regards,
Jamie
We had our upgrade to full fibre today!
We had our upgrade to full fibre today, installed by the wonderful Mark! What a lovely man, very polite, kind and considerate. Excellent health and safety, tidied up after the install and took me through all the great new benefits of Full fibre!
Very happy indeed, thank you Mark and Sky, now have super fast broadband so my gaming son os incredibly happy too!
Great customer service indeed.
24 April 2026
Unprompted review
Promotional Harrasment
As a customer, I've been getting a lot of promotional calls and texts from Sky Mobile. I'm not interested, so I blocked the number. Unfortunately, their setup still allows voicemail to connect, so I've been getting two or three silent voicemails per day. Just called Sky to complain and withdraw my consent to all contact or promotional calls from them, and the call centre lady says at the end, "Ok, that's all set up for you, after this call ends, we'll send you a short survey..." Unbelievable.
24 April 2026
Unprompted review
Reply from Sky
Hey Paul, thank you for taking the time to share your experience — I’m really sorry for the frustration this has caused.
We understand how disruptive repeated calls, texts, and silent voicemails can be, especially when you’ve clearly asked for promotional contact to stop. That’s certainly not the experience we want any of our customers to have, and we apologise that your preferences weren’t fully respected sooner.
I appreciate you also highlighting the survey comment at the end of your call. I can completely understand how that felt given the context, and your feedback on this is absolutely valid. We’ll ensure it’s shared with the relevant teams so we can learn from it and improve how we communicate at moments like this.
We’d really like to look into your account to make sure all marketing and survey communications have been fully removed and that the voicemail issue is addressed properly. If you’re happy to do so, please get in touch via our official Sky Help channels, referencing this review, and one of the team will be glad 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 for taking the time to share your thoughts — we’re here whenever you need us. Thanks, Allan.
I spoke to Haider in Oldham
I spoke to Haider in Oldham. He helped me rearrange my SIM plans and got me a tablet. I have been coming here for years to upgrade and getting news devices.
24 April 2026
Unprompted review
Broadband ok staff and processes terrible
Broadband ok, staff absolutely uselsss. Are you training your staff in a dark well in India? Absolutely useless.
Set up an account had it for 9 months and they can’t merch my account from 4 years ago with my email meaning no access to VIP or billing services.
Virgin broadband is terrible, sky are terrible. You have become third world companies to save a few quid. Will be cancelling in 2 months. Useless.
24 April 2026
Unprompted review
Reply from Sky
Hey Chris, thank you for sharing your feedback — I’m sorry to read how disappointing this experience has been for you.
While I’m glad to hear the broadband itself has been working well, it’s clear that the account and support issues you’ve described have caused significant frustration, and that’s something we take seriously. Not being able to access billing services or benefits due to account linking issues is understandably upsetting, especially after such a long period of time.
We want all customers to feel supported and confident that issues will be handled clearly and efficiently. I’m also really sorry that your interactions with our teams have left you feeling let down — that’s certainly not the standard we aim to deliver, and your comments will be shared with the appropriate teams for review.
We would genuinely like the chance to look into the account-matching issue you’ve mentioned and see whether it can be resolved properly before you make a final decision. If you’re willing, please contact us through our official Sky Help channels and reference this review, so one of our advisers can take a closer look and try to help put things 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 for taking the time to share your thoughts — we’re here whenever you need us. Thanks, Allan.
Happy with the service delivered by Alex
Happy with the service delivered by Alex he has made me very happy as a sky customer, and his service is exceptional. I hope his manager sees this. Was with EE for 30 years and never had service like this I am beyond happy with sky and Alex. He is like a teacher with lots of patience, helping me with my purchase and getting me set up and explaining in detail in a way I can understand
24 April 2026
Unprompted review
I would highly recommend the sky store…
I would highly recommend the sky store for really good customer service as Louise has been very helpful & kind to me from I signed up to a new sky order always friendly goes above & beyond
24 April 2026
Unprompted review
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