Have been with Sky for many years 12 plus for TV service.
When moving home decided to switch to the Sky Broadband and phone service.
Have been in my new home for 4.5 weeks after the date agreed for Sky install and still phone line issues (At times no dial tone) and a broadband connection speed around 25% of that promised.
Buyers beware :(
Response from Sky was leave us or upgrade to fibre. And of course the blame was on BT. Dont really care where the blame lies SKY are the service provider and should resolve the issue.
Bit like buying a new car in silver and black leather only to then be delivered a pink one with yellow seats and the being told oh well if you don't like it sell it.
Once burnt never forgotten.
have been a customer of sky for 8 years and cancelled my subscription only to check my bank account a month later to see that they had stolen 79 euro from my account when I had cancelled a month previously,this is the third time that I have phoned their premium phone number(costing me a small fortune) to be told they would ring me back and they never did,do not sign up with this company,they treat their long term customers like crap-beware,still waiting on the money that they took from me,very very annoyed.
Sarvesh on Live Chat was my knight in shining armour - You helped sort my little monkey out, no more downloading his films now!!!! Thanks Sarvesh - Sky give the guy a day off with pay will ya x
Thank you once again from Catherine :)
We have been coustomers of sky for 23 years,I recently cancelled sky because we are both retired and were paying out £44 a month,when I phoned them they offered me a few different options at lower prices but I wanted the sports package for my husband they wouldn't do the deals with this included.
I have heard of people having bills written off for hundreds of pounds,people getting full packages for £32 and also people getting sky free for months so it strikes me if your a loyal coustomer who pays your bill on time and has been with sky for years you get treated pretty bad ive been told that in future sky will phone up and offer me a fantastic deal even sky employees say the same about long standing coustomers .
This morning I discovered that Sky's customer database is being compromised and the company is either knowingly releasing personal contact details (against the data protection act) to third parties) or their database is being hacked and they dont want to admit it, know about it, or discuss it.
My mother in law had years of abusive nuisance calls from asia - either trying to get info, sell stuff, or scam her for access to her computer or bank account. Eventually three or so weeks ago, we got Sky to change her number. All was fine for three weeks until this mornig when we received an Asian Scamming call from 0101267 - pretending to be Microsoft and wanting to hack into her computer. They knew her name, tel number (obviously) and her full address and that she had broadband and a computer at her home. My mother in law has only given out this new telephone number to close friends and family. The only organisation to have all these details is Sky. - And this scamming company had all these details - within three weeks of her obtaining her new number. I spent two hours calling Sky up this morning to inform them of this issue and every time I attempted to get through to someone who could deal with my complaint (being passed around from pillar to post), they actually hung up on me - I gave them the benefit of the doubt and so called over six times and again, when they put me on hold to "try and find a solution to my problem" the phone went dead - they are actually deliberately not wishing to discuss this problem - they use Asian companies for their call centre, so it looks as if there are people in their call centre who are exploiting their access to Sky Customer's personal data, by selling or at best, passing it on for nothing to scammers - who are also calling from Asia (judging by the weird numbers and accents of the people on the phone.) The fact that Sky are deliberately stonewalling me is absolutely appalling! Dont use them - they will not look after your personal data and you will get hundreds of nuisance calls - some of them very distressing and rude.
Some bad reviews here for Sky but a lot of the negativity is directed at the install process. This is mostly carried out by subcontractors who want to work quickly and indeed my upgrade to Sky+ was of similar haphazard quality. I had to buy some tools and fix it myself!
However, since then, all is good. Broadband issues are resolved very professionally. The send a minimum of junk mail and the cost is not too bad given someone is generally always on the Internet or TV in this house.
I would definitely recommend Sky TV to a friend, and particularly Sky F1 HD! Good job Sky.
I have only Been with Sky Broadband for a week and so far I am not impressed.
I have been more or less forced on to Sky after O2 sold out on us loyal customers of many years. I had problems with O2 but I always go through to someone here in the UK and always had any problems resolved.
With Sky the Broadband speed has been slow, so slow it’s like the old days of dial up, more fun having teeth pulled without anaesthetic. Each and every time I have used, http://contactus.sky.com/uk/sky-broadband/problems-with-sky-broadband, sign in, chat now I have been put through to a customer service advisor in India, who lied to me about being based here in the UK, bad start. The service is like the broadband, very slow, long pauses between scripted chat screens and poor quality English, not that I am excellent. On every occasion I have been halfway through a chat, name rank serial number routine and then the connection is dropped. On the one and only time I have completed a chat I was told I would need a second tier advisor. Was not told if that would be there and then on the chat but later, twenty four hours later, I received a call from an advisor based here in theUK. She re-set some setting and informed me I was now getting over 10MB/s, my end was showing around 8mb/s so not sure who is right and who is wrong. A couple of days later my speeds have dropped again, again put through to an Indian customer service centre who treated me like some moron asking me questions like is my phone working, did I use the micro filter that came with the router, have I deleted my browsing history, on and on and on. Do they not think that we already went through all this after the first round of problems.
Was told when I signed up to Sky broadband I would have a month before being tied in to a contract, already looking in to going elsewhere. See if I was lied to again or a really can change to a proper UK service for which I am paying good UK pounds.
The most shocking experience I have ever had is trying to cancel a sky subscription. They list four methods you can use to cancel your subscription but actually only allow cancellation through their premuim rate number at your expense (financially and time). Sky fails to recognise your right to cancel if you are outside of contract term, and use every delaying tactic going to ensure they continue to bill you. There is a forum on the sky website. I was shocked to read how many others were experiencing similar and in deadlock. The complaints procedure is also detailed and what you can expect should you wish to make a complaint. Don't expect to be dealt with as detailed. The experience is the same as trying to cancel your subscription.
Would I recommend sky? Only if I was prepared to engage a legal team to support termination.
I have been with Sky for 3 years. My contract was for 1 year.
2 years later the box had a problem, we had to restart every day for it to work. Not possible to record or do anything other than watching.
I called them and they said 65 pounds for an engineer to come. Well leave it I'll restart every day I said.
So now that I called to cancel because I am moving home - They canceled 1 month early!
I called back to tell them to put it back on. And here is the joke:
Every day after the service was cancelled, for 3 days, they called me to see how my move was going. Instead of how my service is going!
So now 5 days after they messed up, I am on chat, unable to call, and trying for hours to solve this, and the service is still not up. But wait - for them it shows that it works!
Go figure! So I do not recommend Sky for anyone and for anything, unless you are looking to spend hours on the phone, and most probably you will pay for it cause your line doesn't work..
I was with sky for a number of years I left this spring giving full notice . However I have just received a telephone call from a debt collection agency in Glasgow saying I owed them money . Ok well they never contacted me to say I owed it but they were insistent I did so I said ok i better pay up how much was it for OMG £12 I shall have sleepless nights . I have found the company to be totally inefficient billing and customer service wise my advice go elsewhere !
Absolutely appalling service.
This company needs to have its management system sorted out. Didn't even get as far as being installed. Engineers didn't bother turning up for 2 days on two appointments. Having spoke to their so called customer services, the way they spoke to me was diabolical. They were rude, ignorant and they lied. Lost 2 days holiday because of them and they still couldn't organise a date. All blame they push onto the contractors. Apparently Sky can't get hold of these contractors themselves. They told me the next available installation would be in a week with no opportunity to bump up my installation, nor a guarantee if I took this time off that anyone would even show up. Sky management wouldn't even talk to me the second time around.
I see one star is the lowest you can give, I'd give lower than that if I could. Totally incompetent, rude and unable to deliver the goods.
If you've any sense, go with Virgin or BT.
Great package but had bad installation of the satellite dish and cabeling that managed to destroy our skirting board and drill into rendering on the property and left anchoring hole unfilled/ exposed in brick work. Guess if you do a job bad enough nobody wants you to come back to rectify it? Shame....
Sky's TV package is the best value for money I think, having experienced Freeview, Virgin and Sky. The catchup streaming is really fast and their multiroom is also good value. Broadband is fast & they provide a lot of extras such as voucher incentives and free Sky Go service. However their communication is terrible - when we signed up I told them that the previous tenant's BT phone line was still in place and was told this wouldn't be a problem, they could do an active line takeover. Gave me a date for installation (3 week wait...pretty rubbish, but it's the same whichever supplier you go with as only BT's engineers can install the fibre router). Took a day off work, waited in all day.. no one came. Turns out the person who processed my order had done so without mentioning the active line, so it had bounced back as an error 2 days after the order i.e. just under 3 weeks before the installation was due. Sky knew this, and had obviously told the engineer as he didn't show, but didn't tell me, and in fact kept sending me texts, emails and letters right up to the day before the installation date with reminders to be home. So we had to place a completely new order and go back into the queue for installation, no bumps up the queue, no apology and no compensation. What made it bearable was that when you call, there is usually no or a very short wait, and the people (usually Irish) on the other end are actually really helpful and have the power to implement what you ask immediately. Now everything is up and running, I have noticed that calls about any Sky services, made from a Sky landline, are free of charge, which is a nice touch.
I phoned to cancel my Sky subscription based upon my experiences with the appalling Sky customer service. I made numerous calls over the past year regarding the very slow broadband speeds we receive (at best we received a quarter of what was advertised by Sky) and the problem was never been resolved. Recently I made two calls, one of which I was cut off on and not phoned back, and another where I was assured I would get a phone call back within 24 hours to finally resolve my issue. I never received the call.
On my cancellation call the operator seemed surprised that I wanted to cancel because of my broadband speeds. Even after I repeatedly explained that I was infact cancelling due to a combination of the sub-standard broadband product I had received for over a year, and the terrible customer service he still continued to display what I felt was a condescending attitude. He suggested that I upgrade to the fibre optic package, but I explained that I was already extremely unhappy with the service Sky had been offering me and was not going to pay even more money.
In the end he cancelled my contract, and quoted my reasons for doing so as "doesn't want to pay for fibre optic service which would resolve all of the customers problems". This perfectly illustrates his failure to understand my grievance and is a great example of the terrible customer service that Sky offers.
I had been a Sky customer for over 10 years and subscribing to the full package for the majority of that time. Sky have shown no effort to retain my custom and have shown absolutely no loyalty to my long years of custom.
My requested seat preference and everything else was take care of and the customer support team was very patient and answered all the queries clearly and made my travel as easy as possible. I would definitely recomment this to all my friends.
We transferred to SKY and have had constant but intermittent problems with Broadband availability since installation, we have rung more times than I can count, changed routers etc, etc. They have come down now to blaming our PC even though it worked with our previous broadband supplier just fine. We're currently still waiting for a call after a week and a half that should have made within 72 hours. Almost a year later we still have connection issues. Looking to move now, NOT RECOMMENDED !
Their technical team asked me to do a list of testing including unscrewing by bt phone box and I could not put it back. As a result I had an open box of wires of electricity in a house where a toddler lives.
They said they would credit back the days I have not got internet for so I asked them for confirmation of that in writing but no they wont do it. "It goes on your account" they say. However your so called account is under their control and they can edit/ amend as they like. In the meantime you are paying for internet which you dont have.
I explained I need internet to work because I have deadline but they cant be bothered and they would not send the confirmation of credit regund in writing. Instead they cut the phone off.
We are having huge problems with sky, their call center are rude and do not bother even read the emails and reply with something irrelevant. Our broadband and land-line have not been activated now 4 days past activation date! Has been over 72hrs we were told to wait to get a call back. No-one has called. I am fed up and just want to cancel so I can go somewhere else where I can receive the services we are paying for.
If you’re thinking of joining sky don’t once you are sighed up they don’t care about you they lie and steal I missed a payment they didn’t let me know by phone just cut me off while sorting it out they were telling me one thing online and then started telling me something completely different on the phone so I changed my broadband and talk to Tesco (much better and a bit cheaper) when all that was set up sky couldn’t edit my bill so I only payed for the TV as the sky system won’t let sky employee’s edit anything so they took money that they had no right to telling me it would be refunded back to my bank it was 2 different adviser at sky telling me the over payment would go back in to my bank now they say I won’t they took money they had no right to tell me I would get it back in my bank now they won’t put it back so they stole from me and lied to me DO NOT JOIN SKY THAY LIE AND STEAL
Where do I start? Excellent TV package, excellent broadband, and definitely the best customer service I`ve ever experienced. The call centre staff that I`ve dealt with have all been very polite, and easy to deal with. I tell them what I need, and I get it, no problems at all. Excellent HD channel line-up, and On-Demand service. They told me what broadband speed to expect, and that is what I get. Highly recommended...
Recently had problems with my broadband and went to talk talk who are just useless, then went to BT who are just con merchants.went back to sky. Got offered deals on movies and sports for my return and over the moon with it. Fibre optic is available in my area soon with sky so happy to stay. My broadband issues this time were sorted very quickly. Maybe luck of the draw with the operator but he was very good and understood and listened to what I had to say.
Seems like the only people in Sky that do what they promise is sales team as soon as you sign up nobody cares anymore. Transferring Sky to new home took 3 months and Sky tried to apply made up charges.
since the bad weather the uk has suffered recently i have been having trouble recieving a signal whilst watching sky tv so i contacted sky.the operator instructed me to try a few things which did initally work but after a short while the problem came back so i contacted sky about 20 mins after the 1st call.the operator said if i wanted an engineer to come and look at the prob it would cost £65.i refused and said that i wanted to cancel my sub he then put me through to cancellations.the operator who was named dean was very vocal and overpowering.i had to ask him to stop interupting me when i was talking.i pointed out to him that i had been a sky customer for 13yrs and did'nt see why i should pay £65 for an engineer when i pay sky over £40 a month.he then said he could drop the engineer price to £15.i asked him how could 1 operator quote £65 and another quote £15.he said because cancellations is the last stage of negotiation's with a customer.i think this practice stinks and sky should be ashamed of themselves by trying to rip off people.a lot of people would pay the first price their are quoted.where i live i cant recieve virgin so i'm stuck with sky but as soon virgin is available in my area i'm off.
I am a new customer unfortunately, i called first BT for instalation but the next available appointment was in more than a month time and because i could not wait i called... ofcourse Sky i didnt expect to be too bad but they are whorse than anybody i ever meet, i made international phone calls to my family and the first bill was around 26pounds only, a month later my bill was 120 pounds i call the customer services and i ask them to send me bill by post from now on because am overdrawn at bank and cannot afford to pay all once they lied to me that its ok and unfortunately i didnt think to cancel my direct debit because i believe and trust them so i put 90pounds in my bank they took it all whithin seconds left me with no money ( am single parent and n o benefits ), after this i cancelled the direct debit and refuse to make any further payment untill they called near holidays ofcourse ask me about money i told them i have no money and will pay when i have and i ask how much i owe he said only 22pounds left no more i quote "we dont charge for any delay" soon after the call i just receive a 122pounds bill i cannot belive this am speachless because they cut my services two months ago so i only have internet no other services and to cancel the contract they want 300 hundred pounds of me ha ha ha in their dreams maybe...they are nice to you just to make you sign and first month good only then stab you right behind your back, my suggestion is stay away from Sky and dont believe any word because they are a big shitt liers!!!!!!!
I have been a sky customer for years now and called this evening to help set up my new sky hd box. Before I could even tell the guy anything he. Asked me for some details, to which he became increasingly agitated as my postcode is ch43 and he thought id said Bh43, to which he rudely says in a horrible tone "i said b for bravo at the beginning' to which I replied you know what I dont like your attitude problem ill ring back later. This guy had no repect for me at all from the beginning of the conversation and to be honest the guy I spoke to after wasnt much better! im fuming with the way in which I was spoken to and got so angry!! im moving this year and will not be touching them with a barge pole!!!they obviously need to reevaluate their customer services training, im still angry now, how dare he speak to, me, the customer, in the tone that he did?be warned!!!! Disgusted!!!
Damaged my property on installation, refuse to resolve issue in a timely fashion and state that they will patch the damage rather than replace the damaged item.
I have been a sky customer for FIVE years, and this is the thanks I get. Sky know how to treat there customers.
Looks like I will fix the issue myself and have to take sky to small claims court...... Even more of my time wasted. Thanks sky, believe in worse
I've been a Sky customer for over 5 years. In that time I have moved house and had a few minor technical issues. Every single time I have called Sky I have been helped by a very friendly and competent advisor and I honestly could not fault them. I constantly recommend them to friends.
Recently I have been trying to reduce my bills in general and was offered a phone/tv/broadband package with another well-known company. I called this other company to simply confirm my 'go live' date. After just under an hour on the phone (a combination of being put on hold and transferred to no less than 5 different 'advisors') they hung up on me. I called again and the same thing happened. Enraged at this point I then called Sky...
What a difference! I did have to hold for a short while before being greeted by a wonderfully helpful advisor. I explained my situation with money struggles and she looked into my account and managed to upgrade my package and reduce my bill. I was over the moon - not just about the price reduction but that she had taken the time to listen and made me feel like a valued customer instead of a faceless account number.
I work in a call centre myself and know how hard the job can be and how much abuse advisors are given. I am really impressed with the service I have received at Sky. I can see from other reviews that not everyone agrees but I wanted to give my opinion because I know how often people manage to find time to complain, but it is much rarer for people to show appreciation for a job well done.
So thank you Sky. Thank you for having such wonderful call centre operators. Yes the prices are not the most competitive but do you know what? I would much rather pay a bit extra and receive the excellent service I have come to expect over so long.
I had the pleasure of a live chat with Elisabeth today and she helped with everything I needed and was very accommodating. Plus, I got my ticket for $200 less than I would have elsewhere. Great price and amazing service, I will be coming back here in the future!
Sky famously do not value existing customers, especially those on top packages!
I was a customer with sky for over 3 years, paying £80+ a month for sports, movies etc. I got fed up that my mum, who pays about £30 a month kept getting 6 months free sports/movies flyers and I didn't, so I decided to cancel.
I completed the online form to request that my contract was terminated because I don't like to phone the call centre due to the price of the calls.
After completing the online form, I almost immediately received an automatic acknowledgement of my request stating I would receive a personal reply within 72 hours. A week and a half later, I received an email requesting my availability so someone from sky could call me. I replied with four separate dates outlining my availability. These slots came and went and no call was made.
I then received a further email, which was still within the timeframe of my slot availability previously provided requesting further availability times. I almost immediately replied and provided a further five time slots of availability, two of the slots being full weekdays.
These days came and went and I still didn't receive a reply, so I registered a complaint. That evening, I received a reply saying my sky would be cancelled.
I never once spoke to a human, other than a short, stroppy email stating my sky would be cancelled. Sky couldn't be bothered to call me so I got the impression that they didn't value me as a customer. OK, I am one customer, but no doubt there are lot's more like me who sky also don't value.
Awful company! A month later, I'm now £80 a month better off without sky and not missing it at all!
Had Sky for six years, broadband and phone line faults involve you doing all sorts so they don't have to send anyone out, incapable of returning a phone call and broadband speeds are generally half of what the lowest estimate is.TV service was ok but wouldn't rush back as the customer service seem intent on doing as little as possible presumably hoping you'll give up eventually.Have now given notice and gone elsewhere in the hope of a better experience
I was offered a free replacement HD box, so I went to MySky and ordered. Nothing was received. I complained and was told that they only offered me this because (due to their incompetence) they thought I had an old box, and that therefore they will not honour their offer. This is entirely consistent with all of my dealings with Sky - 100% failure.
terrible customer service department who couldnt care less about long term customers. New customers get all the deals, existing customers get shafted.
gone to virginmedia now, much better
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