Sky Broadband

Sky Broadband
★★☆☆☆
1.8
24.0% of users recommend this
  • Reliability

  • Customer Service

  • Speed Consistency

  • Value For Money

Summary

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“Slow broadband/ No signal in the next room”

★☆☆☆☆

written by TrystanDunlap on 29/11/2017

Well I had broadband and sky installed 6 weeks ago and so far it is terrible. My computer is very slow at loading sites and downloading data and my router is in the same room. I actually paid for the fastest version there is. I live in a small bungalow and I can not receive strong enough signals in my bedroom to use my other sky box or wifi calling or loading sites on my phone at a decent speed. USELESS. I would not recommend SKY broadband to anyone. Virgin is much better

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“PAY FOR 12 MONTHS OF SERVICE AND ONLY RECIEVE 1 -...”

★☆☆☆☆

written by Gavin_Brady on 28/09/2017

after trying to get through to sky after a number of months (i work 3 jobs and have wasted many lunch hours trying to get through to them)i complained to sky about how my broadband has been hit and miss for a long time, they finally sent an engineer out who informed me the broadband wiring had coroded and that iv only been recieving 6mb when iv been paying for 40mb, he said 'god knows how long its been like this, a month, 12 months, who knows). i called sky and after waiting for 40 minutes i told the guy the situation and wanted some kind of reimbursment as iv not been recieving the service iv payed for, he informed me the problems been fixed now and should be working (bearing in mind my contract expires in october 2017), i said so whats that pay for 12 months of service and only recieve 1?! he said well its your own fault for not reporting is sooner! i said iv wasted many lunch hours trying to get through for months, he said 'well thats not our problem, sky dont give out refunds or reimbursments, the issue has been fixed and thats the end of it', im disgusted by the rubbish level of service!

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“Complaint: Re Refund & Cancellation:”

★☆☆☆☆

written by Philipmurphy on 22/09/2017

Dear Sky. Please pass on to your manager as I have been promised he will call me today but I will not hold my breath! I have just been speaking to one of your agents with reference to my refund that I was promised in July 2017 and at this stage as you will be well aware I have not received this but many excuses as to why I have not got this. I had contacted Sky as I was also having a problem with one of my boxes and discussed this with your agent and told him that between the box not working and the refund being overdue I wanted to cancel my account. Noel had said he would come back to me after he discussed this with the team and went on to tell me about this great new Sky Q but I declined this at the time as I wanted confirmation about my refund. Noel did contact me with regards to going with Sky Q and that would solve my issue with the box and he would confirm that my refund was on the way. This is July! So I agreed to go with Sky Q based on the promise that my refund was on the way. Foolishly I took the Sky Q based on Noel word that the refund was coming but never got this. On the 29th of August I emailed Sky with the problems regarding my refund and told them by email that if I did not get a response from them within one week that I would be cancelling my Sky subscription. I never heard from Sky (Not really surprising). Now I an told that they had no record of my request to cancel my Sky account even though I had confirmed this by phone and by email all of which I have kept including the recording by phone to Sky?????????????????????? Now I have been told I cannot cancel my Sky as I am contracted with Sky till June 2018. The only contract I have with Sky is based on a lie that I would get my refund from Sky. I am cancelling my direct Debit after the 28th of September which will give me Sky till the 26th of October. All the emails from Sky with regards to my refund and the issues I have had with Sky have been forwarded to my solicitor and I am in contact with the CCPC & Citizens Information Board who are following up on my legal rights. I would like a reply to this email as confirmation that you have read this and are aware that I am cancelling my Sky Account. Furthermore I seen that a pensioner had a similar issue cancelling his Sky and he went to the Irish Times and eventually Sky dealt with this so I will pursue this if I do not get a reply How silly from Sky, All they had to do was pay me my refund which they had confirmed I was due by email but now they will face a legal challenge, will still have to pay me my refund and have lost a customer who was paying €95 a month, one they will never get back who has been with them as a customer since they first came to Ireland. Regards,

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“Disgraceful customer service, failed to fix broadband”

★☆☆☆☆

written by amandabush on 10/09/2017

Despite four phone calls explaining that my broadband was not working and that I needed for my work. They passed me from one person to the next, went through endless question and answers. Lengthy phone calls averaging an hour, never any solution but always a questions, told to go and buy a phone to test the line in the fourth call, kept finding excuses not to send out an engineer, constantly threatened with cancellation charges if tried to cancel despite the service not working for a week. In the end they lied, said I would not have to pay any charges and put me through to cancellations, charged me £39 despite being on the phone 1 hour and 40 minutes trying to get them to resolve the issue. Wanted me to wait another week for an engineer, but by then I would have lost my job due to the delay. Charged £11 by my mobile phone number due to the excessive lengthy phone calls to Sky beyond my mobile phone contract. I had to beg them to cancel the contract and I was willing to pay any amount to get away from this bullying company and its staff. Roll on the 25th September 2017.

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“customer service no DISSERVICE ”

★☆☆☆☆

written by normantooo on 27/08/2017

So might as well get my two bobs worth in engineers visit booked 10 days ago in regard of the poxy replacement sky+ box the replaced my previous one with After charging £30-00 for an engineers visit not worked properly since the start and a lesser model than was taken away today 13 hours before the visit a phone call while I was in the shower please call back so I did to be told my appoinment was on hold and the engineer was NOT coming a new appointment has just been made for the 30th SEPTEMBER The previous empty lines are there for the bad language I have needed to vent my feelings about SKY I will be cancelling my broadband and phone and tv on the 5th January when my contract is up.

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“Overpayment”

★☆☆☆☆

written by Fiona120 on 09/08/2017

I recently decided to join sky. I ordered a sky q 2tb box a mini box for the bedroom broadband and phone. I applied online and I paid £115 installation, then I was told installation date was no longer available and try another, I did so and it took another £115 from my account so I phoned sky, 20 minutes for answer, the operator said sorry and he could do it for me cheaper but I would have to pay a further £95 installation and the £230 I had already paid would be put in my bank, I agreed so he took a further £95 TWICE meaning sky now had £420 of my money, then I got an email saying the £55 I had overpaid would be returned within five working days not a mention of the rest of my money I have cancelled but not seen a penny of my money. AVOID these jokers.

Fgardiner's Response to Fiona120's Review

Written on: 15/08/2018

did you take them to court and get your money back????

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“Apalling customer service avoid at all costs!”

★☆☆☆☆

written by clairelucieb on 28/07/2017

It was quick and easy to sign up and have my payment taken, but as soon as I had a problem (I needed to change the date of my new phone line going in) I discovered how things are for customers. I used the messaging service and was told by the operator who I think was in India or similar due to their grasp of English gave me a number to call. This number had a cost per minute. After being on hold for 15 minutes it cut me off. I then found a Freephone number online so why was this not given to me?! I rang this number and after 15 minutes was told that there would be a delay of three weeks before the new line could go in. I'm not even sure why a new line was needed as other broadband providers say its fine and I don't need fibre broadband. I told the person I wanted to cancel after my experience with them and was told that I would owe nothing but could keep the router as it was now mine. An awful waste of the world's resources to just not want the router back. I await with interest whether a refund of my costs will ever be forthcoming. What a shame we no longer seem to have proper trading standards officers to go after these firms.

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“USELESS CUSTOMER SERVICE”

★★☆☆☆

written by Farleyug1977 on 28/07/2017

I've been with Sky for quite a few years and every time when my contract is approaching it's end I called to cancel and have normally been offered very good discounts. However, this time around I phoned and the told me that they would offer me a whole £10 a month off of a bill which according to Sky was a very competitive offer ... No Way! With my previous discounts I was paying £31 per month for phone and broadband (no tv) once my contract ended and the discounts removed my bill would double in price, so even with £10 off I still be paying more ...Ok decided to cancel anf gave my notice. Then I went on line to check my final bill and saw they were charging me another full month. In actual fact when my account closes Sky will actually owe me around £8 -£10, called customer services to query this and after 45 minutes of being on hold got through to an adviser who confirmed the cancellation but couldn't figure out what my final bill should be and why they were going to continue charging me for a service that I would no longer have. The reply was that I should Sky take the payment and not to cancel my direct debit so that they could refund me in about 3 months time. When I told her no way was I going to let that happen she very kindly offered to put me through to the cancellations department to request a cancellation - Reminded her that we had discussed this and she had confirmed cancellation date - DOH! Final outcome, after a very strong coffee and a couple of headache tablets I cancelled my direct debit. Absolute shambles, long wait to talk an idiot. Now with another ISP and very happy.

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“Don't do it”

★☆☆☆☆

written by Parks18 on 12/07/2017

We were offered Sky Q after a very hard sell as we were moving home. We was also pressured to by a package and part with £247 this would get us three boxes a new dish broad band ect. No such luck no new dish sky Q that does not recalled but worse of all they kept sending out engineers that said it would not work. Then the alternate lie the operater said another engineer would be coming but don't worry the cooling of period was on 23rd July. Now the engineer again has said Sky Q will not work for our house they are saying the cooling off period has gone and we would have a cancellation charge. Please please do not be fooled like us. Do not go with this company. We have tried to raise complaints but after someone has spoken to you they close it although it's not been dealt with. We have been with this company years and treated like this. Shame on you SKY

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“Horrendous customer service! - Zero flexibility”

★☆☆☆☆

written by zombiezebra on 17/05/2017

I don't normally write reviews as I don't have the time but my story needs to be heard as it demonstrates the incompetence of a) the people who design Sky's approach to customer service and b) the people who provide customer service. Here's the situation: When I first moved to London (2.5 years ago) I was living in a flatshare with two other guys. One of them set up a Sky account and bought one of the broadband packages, but after a year he moved out while my other flatmate and myself remained. We didn't change internet provider at this point - my ex flatmate just gave me his Sky account details so that I change contact and bank account details (as I was the one who paid the bill from that point onwards). However, the account holder's name could not be changed. My flatmate and myself recently decided to move out and called Sky to cancel our subscription. Aside from the fact that it wasn't possible to cancel the subscription online (had to call them instead), when I called them, they (politely) noted that although I pay for the bills and all sensitive information on their website was mine, the account holder still had to call them in order for the cancellation to be processed! When I told them that it's not possible to find the account holder (since we're not friends or somehow related to each other!) and that I can provide all answers to security questions myself their response was that they still need to speak with the account holder. After many unsuccessful attempts to overcome their rigid approach, I decided to try to find my ex flatmate and ask him to call them to cancel. When he called them, they said that in order to confirm that he was the real account holder he had to provide them with information regarding the date of last payment and the amount of money paid (info that was only accessible to me!) which slowed the process down even further!!! Following subsequent communications my ex flatmate managed to finally cancel the account. Nevertheless, this doesn't change Sky's customer service which was just terrible. The whole process required about 5-6 hours and multiple phone calls (6 or 7) in order to make it happen and every time the sky representatives were asked to explain the reason behind their lack of understanding and flexibility their response was that all calls are being recorded so they can't take any responsibility!!! Needless to say that a) they didn't apologize for that and b) bills went up >50% after the first year and a half...Just stay away from Sky and their awful customer service.

Lainy_Marie3003's Response to zombiezebra's Review

Written on: 25/05/2017

DO NOT BUT THIS, IM SAYING THIS BECAUSE IT IS THE SLOWEST INTERNET EVER!

Reply to this comment

Lainy_Marie3003's Response to zombiezebra's Review

Written on: 25/05/2017

DO NOT BUT THIS, IM SAYING THIS BECAUSE IT IS THE SLOWEST INTERNET EVER!

Reply to this comment
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“HORRENDOUS”

★☆☆☆☆

written by ksWhalen113 on 08/04/2017

Hoorendous customer service, automated rubbish mostly which they ask you again when you eventually get to speak to someone. 100% cancelling, they're getting worse but the cost is going up. if you aren't getting the service promised then cancelling early should be acceptable. so, so, so, so, so, so bloody aweful i had to wait until i got in my office to write this review as the broadband is that bad.

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“Terrible,arrogant,inconsistent,superessive,sales...”

★☆☆☆☆

written by 434Benson on 13/03/2017

When making inquiries about SKY PRODUCTS the sales DEPARTMENT, MY PERSONAL EXPERIENCE HAVE BEEN BAD AND POOR. Non-responsive, non-caring, every time inconsistent prices, inconsistent information, asking for personal details which I believe ae not relevant to purchase of any Products, too tedious to get to some right expert they call, who are worse than even some ordinary tele sales person. Is this SKY, you believe because you have monopoly or you are big Company, and therefore to behave ridiculously, from the personal experiences in dealing with bskyb. well, Good Luck, to your business, but once the Credit is lost, you can not go and buy from the convenience shops, it just creates 10 loss of other Customer, perhaps !!!.

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“Flow chart mentality at it's worst.”

★☆☆☆☆

written by M_Evans on 18/01/2017

I went to buy a mobile phone and was offered a Broadband and line rental package for £17 per month. It included Sky TV but I was told that I didn't have to use this, if I didn't want it but that it meant the price for the Broadband would be lower. The Wifi router arrived by Post and I was told that someone would call to fit a Sky dish. Since there was no point in this being done, I emailed them and said - I don't wish to cancel the agreement but I don't want Sky TV installed. I don't have a TV licence, my TV won't accept digital TV and I only use it for DVDs and videos. I only signed up for the TV package, as it was cheaper than Broadband and phone by themselves. I have the Wifi hub and so long as that works, on the due date, I am happy. All you need to do is cancel the engineers visit. All this had been made clear when I ordered the package but they now want £27 per month. I don't think you can deal with people who behave like this. It seems to me that they try to get you hooked and then move the goalposts to their advantage.

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“Was told that i need fiber broadbant to impruve sevice”

★☆☆☆☆

written by pinguetta on 03/01/2017

I contacted sky has my internet connection was kipping jumping of.. I was told I needed fibber broadband at a extra £20.00 per month.. from there on become very slow.... and tree month later and five frustrating Phone calls still not sorted the problem So I am now stuck on a 12 months contract and a slow broadband service.. originally they have promised 39 to 40 MBps and I am getting 25 to 34 MBps depending on the time of the day TOTAL Ripoff.. SKY Believing in beater!!! for them self ben a sky customer for 16 years.......NO MORE!!

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“Unreliable customer service ”

★☆☆☆☆

written by ritusrem on 18/11/2016

Terrible customer service and over judgemental staff. Extortion in the name of cancellation and end of contract. even though we gave them notice they decided not to update my request on and say its my fault. All together we lost 140 pounds!

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“Just about adequate”

★★☆☆☆

written by TitusWeekes on 04/11/2016

Very slow connection and frequent outages, particularly after 11.00pm when there's no one to call. Support is fairly good when you can get them. Just about adequate service if you can do your online activity whenever the connection is working.

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“COMPLETE DISASTER,TERRIBLE CUSTOMER SERVICE”

★☆☆☆☆

written by Sebastian187 on 19/10/2016

I changed to Sky from BT Broadband because of the enticing offers. I had been reasonably happy with BT but was tempted as I say by the offers & the price. Unfortunately the proised price bore little resemblance to the eventual price because the Sky sales staff are quite skillful at hiding hidden costs. Anyway it was still cheaper than BT so I let that slide. However, the disaster for me was the massive hit I took in download/upload speeds. After 5pm & at weekends my speed would not even allow me to watch youtube videos without horrendous buffering waits. I run a record label & work a lot from home. After switching to Sky I was unable to work from home. Complaining to Sky is just not worth the frustration & the time you need to spend on hold whilst you are being passed from department to department. Almost every call ends up being cut off by an operator. When you do speak to an operator, without exception, they will try to sell to you some other service as their first response. Once you're into the contract there's no way they're letting you go - even though their broadband service is doing its best to bankrupt your business...

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“Terrible customer service”

★☆☆☆☆

written by Skylerr80 on 01/10/2016

I was contacted by Sky by phone about switching to Sky. The offer seemed good and I agreed to the contract and it was agreed that I would keep my own telephone number. When I received the email confirming the order it detailed that my number would be changing. I tried to phone the number given to me for queries. It took 35 minutes for someone to answer. When I explained what had happened they said they would have to transfer me….which then took another 45 minutes for someone to answer. I then had to explain it all again and they said they could not change the order they could only cancel it and then get someone to phone me back to reorder. In all it took nearly two hours to complete this ‘simple’ enquiry call. That was two days ago…..so far no-one has called me back. I have tried to sort this out on line but Live Chat is constantly busy. I have tried to phone back to sort this out but was kept on the line holding for more than an hour and just gave up. I have downloaded the Sky Service App but the call back feature mentioned on many of the poor customer service forums seems to have been removed. There is no email address for anyone at Sky. The whole situation seems hopeless. There just seems to be no way to contact Sky Customer Service or indeed anyone at Sky.

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“breach of contract”

★☆☆☆☆

written by igodwin on 18/09/2016

I signed up to sky in may 2016 and they were offering £100 of Tesco voucher, I have been chasing them up ever since trying to get this resolved and all i get is that they no longer exist, all they wanted to do was me off the phone, there costumer service is no exist and i don't think they know what they are talking about, they told me that they have sent me emails but i have not received any and they refused to or try and replace them with something to the same value. They are very quick to take the money from my account but give not much in return, i have checked this and they are in breach of there contract and i am going to cancel my subscription with mediate effect.I am not happy

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“Sky is a very unprofessional greedy company”

★☆☆☆☆

written by Christine142 on 14/09/2016

I cannot believe how unprofessional the call centre staff are. When we had problems with our broadband and when the engineers knocked out our phone connection, we had to wait a week to get our broadband and phone repaired. The sky customer service team say they are going to call you back but they don't bother. You ask for a manager and you are interrogated or put on hold forever. They don't have any respect for their customers. They refuse to deal with my complaints in a professional manner and I have to take this to the ombudsman now.

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