Skybroadband Reviews 52

My broadband contract with Sky ended on 17th November 2025. Found more competitive offer and initiated a switch. Sky offered to price match so I opted to stay thinking it would be less hassle. Rang other provider and cancelled the switch on 11th November, confirmed this with Sky. Sky said they couldn't renew my contract as the line was blocked pending cancellation. Two weeks later, after 11 calls to Sky explaining the whole story every time, waiting for 4 call-backs which didn’t happen, and Sky taking a £30 payment, they have just texted to say I will be cut off in 48hours. They are fully aware a broadband connection is essential as I am a carer. Reconnection will take 7 days! Currently awaiting yet another promised call-back from this useless company. Sky are totally unreliable!

After being with sky broadband for a number of years, my monthly subscription went up to £46.0. I found like for like broadband with BT at £26.0 so I gave sky 30 days notice as my contract stated . I am halve way through the 30 days and my internet is almost unusable, after having no problems with service speed with sky I now have virtually no internet.i believe they are throttling my internet.
Vindictive? Would that seem strange to you?

Had a sky contract for broadband, the last 18 months the quality of my broadband decreased. When I got a email in September to say my contract was due up on the 12th October, I rang up sky to cancel my contract from 12th October. I then on the 4th October signed up for another provider and sky contacted me to tell me they were extending my contract without my knowledge, permission or consent to the 18th October.

I have contacted Sky over this and am waiting to here back from Dana Strong as there staff are fraudulent stating they can extend my contract against the consumer act, and willingly commit fraud by doing so extend my contract till my new contract without my permission, when I had planned to go without WIFI until new provider started. my Action fraud reference number is NFRC251107729088. Devon and Cornwall Police have been in touch and Sky staff keep committing harassment without violence a breach of the protection of harassment act by failing to take complaints seriously. Dana Strong I am waiting to here from you over these issues personally, Legal Action is on the way as well as criminal action

The actual broadband is hopeless slow sticky lots of things that were working fine have now stopped working

Didn’t even make it to being a customer and I’m still infuriated and bamboozled!

I have never had such a baffling experience as a customer as I have over the last 4 days with Sky broadband. Signed up via topcashback plus £80 voucher. Less than 24hrs later the voucher increased to £110. I was going to leave it but spoke to customer services who said it was fine for me to cancel my contract and sign up again in my husbands name. I triple checked it would be ok and then they cancelled my contract. Since then I’ve not been able to resign as my home address is now in some form of Sky purgatory, indefinitely and it won’t let me sign up. I have spent hours on the phone, trying to explain, they keep telling me it’s to do with the 3rd party website (it’s not). Eventually spoke to cancellations again (I was on the phone for over 1.5 hrs being passed from pillar to post) who said there’s an account but no active services,basically it’s dormant (I never had anything installed, never received a router, never had a bill) I was never really a customer. I asked if I could speak to a manager, but was told I’m not a customer, but yet I can’t sign up/get the decent deals because I am a customer?! Make it make sense. Apparently my data (home address) will be deleted inline with their data retention and destruction policy. They have to hold data for a defined period of time to meet regulatory obligations. If only their staff were informed of this so they didn’t give out incorrect advice. So I didn’t even make it to being a Sky customer and yet still managed to waste a few hours of my time, lose my sanity and my will to live! Maybe I’ve dodged a bullet. By the way, they also seem unable to escalate anything to a manager for some reason but they’re obviously doing ok as they don’t seem bothered about losing a customer who was about to sign up for 2 years who will now be signing up to a competitor for 2 years.

AVOID AT ALL COSTS
You’ll be waiting weeks to get installed. They’ll lie to you and make every excuse under the sun. They’ll pass you from one agent to another then they’ll cut you off after wasting your time for an hour. This has happened to me 3 times now. 9 phone calls later and 2 activation dates not met!! You also can’t make out what most customer service agents are saying and they all say the same thing off script the way they’ve been trained. You’ll get the same patter… “I understand your frustration” “I’ve had the same thing happen to me” “I’ll help resolve this”… all lies and then they blame Openreach for there incompetence.
Have been a loyal customer with Sky for years as well as all my family and the company as a whole have really gone down hill massively.
TRY ANOTHER PROVIDER AND SAVE YOURSELF THE STRESS

When online to girl she told me I would have broadband yesterday still no sign and it's like speaking to someone is something they dont do! Do you use this company if you want to speak to a human person!!!
Broadband down since Friday and absolutely no one has been in connect but will still look a full months charges

Signed up giga fast, it’s not a gig, it’s 900MB and they give you a WiFi 5 router that can’t handle 900MB wirelessly. Via LAN possible but I was only getting just above the guarantee speed of 600MB. I complained and was told it was because I’m far away from the exchange lol I’m on FTTP. Complained again and Sky said and I quote ‘anything above the guarantee speed is a bonus’ they did nothing about it. They don’t care and shouldn’t be allowed to sell broadband. No incident management team to look into why my speeds are 30% down. Joke of a supplier. To sell a WiFi 5 router (5.2) with gigafast and charge extra for a WiFi 6 router is a joke.

In June I received a bill for £87. When I queried this I had been charged £53 for the non return of an old router. It was explained by Sky customer services that if I returned the old router then the £53 would be refunded. I returned it via the post office but have still not received a refund. Unfortunately, because this all happened back in June I no longer have the receipt to prove posting.
I contacted Sky this week and their reply has been to advise me to go back to the post office and get a tracking number for the return.
Seriously!, for a parcel that was posted in June!
So, really what they are saying is …they don’t trust me when I tell them that I posted the router, despite me being a customer for two years and a silver vip…whatever that means!
And finally, how can an old router possibly be worth £53!!
So, remember to check your bill very carefully because I didn’t and then got charged £53.
Also, no one from Sky replies to the posts on TP which shows that they really don’t care.

I’ve been a Sky Gold customer for 8 years, but as a pensioner with only the basic TV channels and broadband, I now pay close to £80 per month. The service works fine, but the cost is far too high, especially when new customers get better deals. Loyalty should mean better value, not higher prices.

I wish I had read reviews before signing up with Sky. It is impossible to get help or information. There are two automated services, a bot and a phone service, neither is useful. It's next to impossible to get through to a live person, I have been trying for 6 days. I received my broadband hub and I tried the instructions which are NOT with the hub but sent via message on the phone which means viewing them on a tiny screen as you try to sort through wires and other things. Put the instructions for installation with the product! My instructions tell me to use a grey cable, and are very clear do NOT use the black cable. Well I have no grey cable, I only have a black cable. However it's ends do not fit the port I have. I can't ask what I can do because I cannot get through to any help service. I'm paying for this, I am wasting hours of my life on this, and there is no way to get help. It's abysmal. I've waited 5 weeks to receive the hub and the connection. In the developing world I can get this done in under a week. Even the signing up and payment is done via South Africa, so yes, making sure that people in this country don't work and we also struggle with the communication. No practical or physical help available, just stuck with a dud, so writing this here in the hope it might provoke them to be in touch. AVOID!!

I'm very disappointed with Sky. Their supplier openreach fibre engineer damaged the brickwork and mortar and left a hole where rainwater has been penetrating the wall through and causing dampness.

I tried to reach out to "openreach" but they don't have a customer service phone number not email so impossible to get hold of them.

I would give Sky Broadband a zero...their customer service agents are less than useless, totally incompetent and don't have the basic skills to resolve simple issues. I've now thankfully left Sky and gone to Vodafone, my advice would be if you are thinking about joining Sky Broadband....don't!

Had Sky "installed" on 30 December 2024 did not work so for a period of 8 days was without internet and TV. Every day I rang and was told tomorrow we will get an engineer on the 8th day I asked for the equipment to be removed and service "cancelled". Sky sent me an envelope and I returned all equipment and received a confirmation email plus several emails asking me to return to Sky. I never received a service from Sky yet in May since receiving emails from Sky requesting payment of £16.83. Despite numerous emails and telephone calls this continued until today I was threatened with a Debt Collection agency. Finally today I managed to contact their complaints department and someone promised to cancel the charge. We will see. I had the stamina to resist but I can see how easy it would be to pay the money for peace of mind. Sky has got too big and I would not encourage anyone to go anywhere near them. The amount of frustration this has caused has been incredible and for it to go on for nearly 6 months sums Sky up. Don't touch them with a barge pole.

Joined Sky Broadband a few weeks ago and had nothing but problems! When I called to join I asked to be put on the “Social Tariff” which at the time was advertised on the Sky website as £23 per month. The customer service agent said it would be £27 per month. I asked 3 times during the call if that was the “Social Tariff” but he would not give me a straight answer. So I thought I’ll speak to someone else afterwards to sort it out. I then had problems with very slow speeds so I called again and was told someone would contact me regarding speed and cost. No one contacted me.
I emailed regarding speed and cost but received a copy and paste email which didn’t answer any of my questions.
I then noticed my monthly DD had gone up to £30 a month. I emailed again to receive another crappy response stating it had gone up due to the annual price increase. I informed the CS that the “Social Tariff” is not included in price increases and it should be £23 a month. I said I’d had enough, that I had cancelled my DD and was going to make a complaint to Ofcom.
I then received an email inviting me to do just that because my complaint had been open for more than 8 weeks.
I then received an email from the “Priority” team saying they had tried to contact me and to call them back. I’ve already started the process of changing providers and making my complaint through Ofcom. I then received an email saying I owed them £145 in early termination fees for which I informed them that again “Social Tariffs” aren’t subject to early exit fees so I will not be paying them and that I will be looking forward to my refund for being overcharged the last few months.
I’ve had endless text messages with “Special Offers” since they received notification I was leaving Sky. I didn’t want special offers. I wanted the “Social Tariff” I asked for when joining which is now advertised on the Sky website as £20 a month. Absolute Joke!!
Update 13/05/25 - Apparently my services have now been suspended due to payment not being made and my speeds have dropped even more so my broadband is now non functional. Considering my complaint is still open and they’ve been texting me “Special Offers”, this is pathetic. I’ll now be requesting a full refund from my complaint through Ofcom PLUS compensation for the ridiculous amount of time I’ve spent dealing with this! I’ll also be calculating the amount of additional data we’ve used across three mobile phones (also with Sky) due to continuous WiFi issues and claiming for that too.
Update 05/06/2025 - My bill was still £30 for May PLUS a £10 late payment fee for not paying April’s bill despite it being incorrect and apparently cancelled! They “tried” to call me despite me stating that I wanted to be contacted via email only. Now they’re asking me to call them back however last time I was on hold for about 90 minutes before I got to speak to someone. So NO I won’t be calling. Sadly I’m still waiting for my new provider to install.
Update 28/07/2025: Had my new Broadband installed over a month ago but Sky still insist on billing me and they still refuse to give me an email address to discuss my complaint. They are still trying to call me while I'm at work then blame me for not answering my phone when I've told them numerous times I won't be able too. Everytime I do get an answerphone message from them, I have to message them on the app stating to not contact me via telephone! They have not responded to the Ombudaman who wrote to them 10 days ago so I'm sure they will be in touch with Sky again.

Going back to EE, had broadband for a month and haven’t had a day where I haven’t had to reconnect the tv, and because I’m within the minimum contract period they charge me for terminating. Never again.

Was lied to on numerous occasions and have been left with no broadband for six days!
Open reach will be at my brothers house Monday morning which is one hundred yards away yet I have to wait till Wednesday.
Ima new customer and this is my secound bad experience in as many months.

I’m trying to transfer my Broadband and TV to Virgin, based on cost. The email from Sky states I must cancel the TV with them as it’s only the Broadband Service that’s transferred automatically.
I’ve started trying to cancel the service at about 10:00 this morning, the phone number sent me a link to click on, which I did at 10:22. I’ve now been on messenger since then (it’s now 12:52) and got no further. Poona has even taken his lunch break while I’m trying to cancel. As a last resort I’m about to cancel the direct debit as I’m sure someone will telephone me then.

I am still waiting for a reply to my complaint from January about the price of my broadband which was £28 a month yet I was getting charged £32 pound .also your customer services is awful. Can not understand the person on the phone.no disrespect to the operator.yet you are quick enough to send me my bill and take my money. I have contacted the ombusman about this matter.

Dear SKY.
I will not be renewing my contract with you.
I feel that you have breached our contract by raising prices (from the get go), as it didn't benefit me - the consumer, in any way shape or form. Furthermore- signal never reached or stayed at, promised in the contract, level and for the whole 18 months, while on contract with you, I wasn't able to sign in to my online account. I was unable to change my password, to protect my broadband, or to use parental controls, etc. Contacting you - didn't help. You have failed to provide me with the basic service - like an access to my account.
I don't know what possessed me to sign up with you again, after 9 years. It's sad - in all these years, in this fast developing and advancing market niche, you/SKY have managed to get worse at the foundation of it.
Also!, SKY is shamelessly hiding behind multiple, unclaimed accounts on Trustpilot.
Regards.
AP