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
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
2.6
Poor
27K reviews
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I think Darren's customer service was…
I think Darren's customer service was amazing. He was very helpful too!!!!
April 26, 2026
Unprompted review
Elena at Liverpool One was absolutely…
Elena at Liverpool One was absolutely lovely and accommodating. She explained everything so clearly. We are truly appreciative of this! Thank you for the great service.
April 26, 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.
I have one of the best sky broadband…
I have one of the best sky broadband connections allegedly which costs me a lot of money! If I sit in my back garden within 45 foot of me router I cannot get 5G!
April 26, 2026
Unprompted review
Reply from Sky
Hi Tim,
Thank you for taking the time to share your experience. I can understand how frustrating this must feel, especially when you’re paying for a premium broadband package.
I’d like to clarify one important point that may help. Home broadband routers don’t provide 5G mobile signal. Instead, they broadcast WiFi, usually on 2.4GHz or 5GHz bands. While 5GHz WiFi offers faster speeds, its range is shorter and it can struggle outdoors or through walls, which may explain why coverage drops in your garden, even within 45 feet.
That said, you should still expect reliable WiFi performance throughout much of your home. Factors like router placement, garden layout, walls, insulation, and nearby interference can all affect signal strength.
I genuinely want to help improve this for you. Our team can check your setup, explore options such as repositioning the router or provide steps to improve the WiFi in the home.
Please get in touch with us directly so we can take a closer look and work towards a solution that better matches your expectations.
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, Nicole
Great service
Great service, Joe explained everything clearly and helped me with leaving my current provider,
April 26, 2026
Unprompted review
Passing by the pop store in bullring
Passing by the pop store in bullring, spoke to Darren, very helpful gave us all info we needed. Top man
April 26, 2026
Unprompted review
Mr Darren gave me my new phone.
Mr Darren gave me my new phone.
Thank you Mr Darren 🙂🙂🙂🙂🙂
April 26, 2026
Unprompted review
Avoid this scamming provider!
Raised a case with Sky as our broadband coverage is poor and not allowing our baby monitor to connect over WiFi, for our NEW BORN BABY!
6 days have passed and I’ve had one email in that time with no further follow up!
Absolutely abysmal from Sky yet again!
No urgency and priority at all even though they’ve been given the reason why this is urgent!
April 26, 2026
Unprompted review
Reply from Sky
Hi there,
Thank you for taking the time to share your experience, and I'm sorry to hear how worrying this situation has been for you, particularly with a newborn at home.
I understand why reliable WiFi is so important, especially when it’s linked to equipment like a baby monitor, and I appreciate you making the urgency clear when you contacted us. I'm sorry that you feel the follow up on your case hasn’t been as timely or reassuring as you expected.
When broadband coverage or WiFi performance issues are reported, these are usually assessed through a series of checks and, where needed, follow up actions. That said, I recognise how frustrating it is when communication feels limited while you’re waiting for an update, and this clearly wasn’t the experience you were hoping for.
To ensure this is reviewed and progressed properly, I’d recommend getting in touch with our Customer Service team referencing your existing case and this review. This allows us to review the history, check what’s already been done, and ensure the next steps are clearly explained.
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, Nicole
The worst
Unbelievable inept company that has got to be the worst out there. You can never get an answer from anyone, they say they will call you back but do not, they give you a very bad service, but ignore this fact, when you get unstable internet they refuse to accept the problem, when you want to leave due to there inability to fix the problem, they bang on about being tied into a contract, even thought they are not keeping there side of the contract. You cancel the direct debit, and they then charge you for an early termination fee, even though they have not fixed the ongoing problem, and then they send the outstanding amount to a debt recovery company. Fortunately, I won this case, but the company is diabolical in every way.
April 24, 2026
Unprompted review
Reply from Sky
Hi Stuart,
Thank you for sharing your feedback. I'm sorry to hear how dissatisfied you felt with your experience and that it led to such a frustrating outcome.
I recognise that issues such as connection stability, follow ups not happening as expected, and clarity around contracts or charges can be understandably upsetting, particularly when you feel your concerns haven’t been resolved. I appreciate why this would have impacted your confidence in the service and in how your situation was handled.
When customers report ongoing service problems, these are assessed through checks and troubleshooting to determine the cause and appropriate resolution. Contract terms, including early termination charges, are applied based on the account status at the time. However, where there is disagreement over how a matter has been handled, I understand the importance of it being reviewed fully and fairly through the correct channels.
I note your comments about debt recovery and your ultimate resolution, and I'm sorry that matters progressed to that stage. Feedback like yours is taken seriously and helps highlight areas where communication or processes may need improvement.
Thank you for taking the time to leave a review. I appreciate you sharing your perspective.
Thanks, Nicole
Is Sky's Facebook helpdesk safe to use?
Sky uses a Facebook help desk portal to communicate with its customers, it is clear from my experience that their Facebook help desk has been compromised, it caused me a great deal of grief.
Following a review on Trustpilot Sky invited to chat on their Facebook Help desk forum, they left the matter in the air and the following day, when I was expecting further communications, the fraudster used a Sky recreation on Facebook, but over VOIP, took over the conversation, convincing me that it was genuine. The fraudster was aware of Sky's chat to me, but only what they said.
To me, the coincidence was too blatantly obvious, confirming my suspicion that Sky's Facebook Help desk had been compromised/hacked.
The fraudster had part of the knowledge to takeover the conversation, he knew there was a discussion the day before. I have asked Sky to verify the safety of their Facebook interface, they deny there is any breach. They really need to investigate the breach in their portal. Until they do all Sky customers using the portal, could be placed into the hands of fraudsters.
April 25, 2026
Unprompted review
Reply from Sky
Hi Chris
Thank you for raising this and for explaining your concerns in detail. I'm sorry to hear about the worry and distress this situation has caused you.
Sky takes customer security and data protection extremely seriously. Any suggestion of fraudulent contact or impersonation of Sky channels is concerning, and I understand why you would want reassurance around the safety of how customers engage with us on social media platforms.
While we’re unable to investigate or verify account specific security matters via Trustpilot, we do have dedicated teams who can review reports of suspected fraud, phishing, or impersonation in detail and work with the relevant platforms where required. Sky will never ask for sensitive information via Facebook or other social media channels, and we always recommend customers remain cautious if contacted unexpectedly.
If you haven’t already, I’d strongly encourage you to report this directly to our Fraud and Security team via sky.com/help/articles/report-scam or through sky.com/complaints, referencing your previous contact and the concerns you’ve outlined here. This will ensure the matter is logged, reviewed, and followed up appropriately.
Thank you again for bringing this to our attention. Your feedback is important, and we appreciate you taking the time to raise it.
Thanks, Nicole
Does not pay confirmed refunds
I had been with sky for tv and broadband for 7 years and recently moved house. Sky made the whole moving property house completely impossible as a new internet line had to be set up at the new house. They signed me up to a new Internet and tv contract, but the tv contract had to be activated after the Internet was live. They eventually got the internet set up and then said they would not honour the price of the tv contract and activate the tv services. They called me a liar and said there were no notes on my file (despite what the original agent said) and said they would have to listen to the original call re moving house and the agreed price and call back within a week. They did not call back and when I chased them they said the original notes stating the tv price were on the file and that they would honour it but would have to transfer me to a different department. The department I was transferred to then would not honour the agreed contractual price. I then discovered they had been charging me for services at both the new and old house because when moving they had set up a new account rather than change the address. They confirmed they would pay a refund of the double charging and would honour the price for the new services in respect of the new contract I entered. They then transferred me to the relevant department to activate the tv, who then confirmed they would not honour the agreed contractual price so my services were cancelled immediately and I was due a refund for this account as well. This was on 5 March and I still have not received either refund. I chased at the end of March and was fobbed off by saying they had to generate a new bill at the beginning of April and all my refunds would then be processed. I have not received any refunds from sky and they have
stolen more than £150 from me. Do not use this company - they only care about getting new customers in the door and then will extremely hike up the prices throughout!
March 5, 2026
Unprompted review
Reply from Sky
Hi Michaela,
Thank you for taking the time to share your experience. I'm sorry to hear how difficult and frustrating your home move and subsequent account changes have been, particularly after being with Sky for several years.
I understand your concerns around how the move was handled, including the setup of services at your new address, the creation of a new account, and the communication you received about pricing, activation of TV services, and refunds. I recognise that being given differing information at various stages, or having to follow up multiple times, can be both confusing and upsetting.
When customers move home, services and charges are typically managed based on how the account is set up at the time and the terms of any new agreements. Refunds, where applicable, are usually processed after final bills are generated, which can sometimes take longer than expected. However, I appreciate why delays or a lack of clear updates would be disappointing, particularly where multiple refunds have been discussed.
I'm also sorry to hear that you felt your concerns weren’t followed up as expected. I want to ensure that your account history, billing, and any agreed actions are reviewed fully and accurately by the right team.
If this hasn’t already been resolved, I’d encourage you to contact our Customer Service team, including your account details and a reference to this Trustpilot review. This will allow us to review the account setup, charges, and refund status in detail and provide a clear update.
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, Nicole
my mother and i was on sky THIRTEEN…
my mother and i was on sky THIRTEEN YEARS never had a problem always paid the bill on time then the account transferred to me
from the get go i was LIED TO
first the liar said the account was in my name NO IT WASNT
then they TRICKED me into another 2 yrs contract then they keep putting the price up because they are simply GREEDY
i switched over to ee tv bb and phone because of sky being GREEDY
got an email from them saying cancelation fee is £185 pound so i phoned them up
and was told dont know why you got that email cause the real fee is £277 pounds not £185 they also took £75.68 pence from my account even thought the person i spoke to said she would cancel everything immediately from the day i phoned them told me id get the refund of £75.68 back into my account low and behold its not gone back into my account
so i phoned them again got some bull excuse of 5 days yeah now no money has been put back into my account
SKY ARE VERY QUICK TOO STEAL MONEY OUT OF MY ACCOUNT FOR A CONTRACT I WAS TRICKED INTO BUT GIVING BACK REFUNDS YEAH I CAN WHISLE IN THE WIND
its an extortioner price i had to pay just to get AWAY FROM SKY
DONT UNDER ANY CIRUMSTANCE GO ON SKY THEY WILL BLEED YOU DRY OF MONEY
the price goes up and they dont even tell you till you find out how much you HAVE TO PAY THEM
they are THIEVES WHO KEPT MY REFUND its not my fault the person on the phone said she would cancel everything the same day instead of letting it run 31 days YOU SHOULD HONOR WHAT SHE SAID NOT STEAL MY MONEY FROM ME
NEVER AGAIN WILL I EVER GO NEAR SKY FOR ANYTHING
NOTHING BUT THIEVES AND LIARS WHO CAN BARELY SPEAK ENGLISH CAUSE ITS OUT sourced to india call centre and every single one of them begs at the end of any call to give them a rating cause it makes them look better to their boss what a joke most of them put me on hold five mins while pretending to be doing something
SKY HAVE BECOME A JOKE
and im glad im off THIEVING LIARS FOREVER
update 27/april/2026
phoned sky again been lied to now been told the refund will take a month what a bunch of bull
dont take em long to steal money but takes a full month to give money back soooo glad im free of sky FOREVER
April 8, 2026
Unprompted review
Reply from Sky
Hi KD,
Thank you for sharing your feedback. I'm sorry to hear how upsetting this situation has been for you, especially given your long history with Sky prior to the account transfer.
I recognise that there were concerns around how the account was set up, how the contract and price changes were explained, and the information you were given about cancellation charges and a potential refund. I understand how frustrating it can be when different figures or timelines are mentioned, or when expectations don’t align with what later appears on the account.
Early termination fees and refund timeframes are calculated based on account details and contract terms, and these can sometimes differ from what a customer initially expects. That said, where there’s been confusion or where advice may not have been clear, it’s important this is reviewed properly against the account history and any calls that took place.
I'm also sorry to hear that your interactions with customer service left you feeling dissatisfied. Our intention is always to provide clear, accurate information and support, and we take feedback about communication seriously.
To ensure this is looked into fully and fairly, I’d encourage you to contact our Customer Service team, quoting this Trustpilot review and including your account details. This allows us to review the account, charges, and any refund activity in detail and respond accordingly.
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, Nicole
Awful experience all round
Awful experience all round. Started off, they forced me into having Sky TV because they said I couldn't have Now TV anymore. Then I realized, six months later, I was being charged for both. When I brought it up with them, they would only refund some of it because I'd left it too long, apparently. Didn't realize there was a statute of limitations on people stealing from you. I'm also self-employed and money is tight at the moment, so when you miss one payment with them, they whack charges straight on and bury you completely. They've cut me off now, so I've got no internet. You try and get any sort of help from them, and you are peeing in the wind. Almost impossible to find a phone number. When you do, they really don't want to speak to you anyway. And offer you absolutely no help. I would never touch Sky again.
April 16, 2026
Unprompted review
Reply from Sky
Hi Jonathan,
Thanks for taking the time to share your experience. I’m sorry to hear how difficult things have been and I can see why this situation has been so frustrating, particularly with the pressures you’re under at the moment.
I understand how confusing it must have been to realise you were paying for both Sky TV and NOW, and I’m sorry this wasn’t clearer sooner. I also appreciate how upsetting it can be to find that only part of the charges could be refunded. That, alongside late payment charges and the loss of your internet connection, has clearly caused a lot of stress - especially when you rely on your services day to day.
I’m also sorry to hear you found it hard to get the right support when you needed it. We want it to be easy to contact us and to feel listened to, so it’s disappointing to hear that wasn’t your experience.
If you still need us to look into anything specific or help get things back on track, we’re here and happy to 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,
Lauren
Lee was very helpful and knowlegeable…
Lee was very helpful and knowlegeable and made it a very enjoyable experience.
April 25, 2026
Unprompted review
Great experience
Aleksandra has been extremely helpful and patient! She gave us the best advice and helped us set up everything.
April 25, 2026
Unprompted review
Wow NIKESH thanks for new sky stream…
Wow NIKESH thanks for new sky stream free Disney plus hbo max and Netflix’s with superfast internet all for 41 per month what a good day and time with Nikesh from harrow
April 25, 2026
Unprompted review
Change to sky after 3 years with EE...bad decision
Change to sky after 3 years with EE, what a mistake. Receive a hub with a weaker signals then the old EE hub. Solution, spend £10a month to have it everywhere! you can clearly see they do it on purpose for you to add optional features. after discussion they drop to £4 a month.... don't bother
April 25, 2026
Unprompted review
Reply from Sky
Hi,
Thank you for taking the time to leave a review.
I’m sorry to hear you’re disappointed after switching to Sky, and I can understand why this feels frustrating if the WiFi performance hasn’t met your expectations compared to your previous setup. Feeling like you need to add extras just to get reliable coverage around your home can understandably put you off, especially when it wasn’t what you were expecting when you signed up.
I’d like the chance to help look into this with you and check what options may be available based on your setup and coverage needs. If you’re open to it, getting in touch directly will allow the team to review things in more detail and see how they can support 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,
Jennifer.
Thank you
Danny helped us as a new customer with a Sky TV and broadband package. Really knowledgeable, good price and extremely efficient so it was sorted swiftly. Couldn't fault the service. Thank you!
April 25, 2026
Unprompted review
Con artists.
Transferred Sky broadband to Vodafone immediately after being informed of the Sky price hike.
Received an email stating I owed Sky £74 in early cancellation fees for exiting my contract early.
Contacted them by phone and explained I am able to change provider fee free due to the price hike as per my contract. They agreed to waive the early exit fee but was told this would take approx. 8 days due to their, 'processes'. Just seen a direct debit to come out of my account and bill on their app still charging me early exit fee.
Tried to sort it out on the chat function which takes forever. Took screen shots of the conversation as they obviously lied to me on the phone before.
Apparently, I couldn't provide the correct account details and I would have to phone up again! Con artists.
Cancelled my direct debit. Given them notification via the chat. Not wasting anymore of my time. Sky can contact me if they want too.
April 25, 2026
Unprompted review
Reply from Sky
Hi,
Thank you for taking the time to leave a review.
I’m sorry to hear how frustrating this situation has been for you. I can understand why you’d feel angry and let down after being advised the early exit fee would be waived, only to then see it still showing on your bill and a direct debit pending. Being told one thing and then seeing something different happen is understandably upsetting, especially after spending time trying to sort it out through calls and chat.
I’d like to see this looked into properly so the account details, the price increase, and the agreement to waive the early cancellation charge can be reviewed clearly. If you’re open to it, getting in touch directly will allow the right team to check what’s happened and help get this clarified 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,
Jennifer.
Craig approached me about the problem…
Craig approached me about the problem with my SIM card and then gave me some Information on a new phone. I then decided to upgrade to a new one which Craig explained fully and navigated me through the process very well. He also gave me contact information how to reduce the price of my Sky Q and a replacement SIM card. Very helpful indeed - well done Craig!
April 25, 2026
Unprompted review
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