Sky Reviews

Useless service. Never going to near them again.

changed to sky broadband about 7 weeks ago worst mistake i have made the service is unusable sky have not been able to fix the problem as they say its because they have not been alocated enough bandwidth by BT at my local exchange, i requested that they cancel my contract but they said i would have to pay an early cancellation fee i asked why they sold me a service that they knew they were unable to provide and they said the sales team doesnt have access to the same info as the technical department, i am now stuck paying for a service which ia barely able to use,i am currently going through the communications ombudsman service to try and get my money back

I've actively been chasing Sky since 17th December 2012 (a month and a half now) over poor bandwidth (3.5Mbps on a line rated for 7 - 14Mbps) and in all that time I have been completely ignored.

I have spoken to numerous Sky support personnel who were all apologetic and said they'd escalate my complaint - but didn't as it turns out. I've emailed numerous times, been involved in long chat sessions, and at their request I've tried different modem/routers, micro-filters, Ethernet cables, and run speed tests over both the BT master and test sockets. I've been informed my issue will be escalated and that I'll receive a call back within 72 hours with an update - I have never been called back.

Last week I spoke to a very pleasant Sky support adviser who informed me that my 3 previous case numbers, all about the same unresolved speed issue, had been closed and marked "resolved". Some of the cases had been opened and closed on the same day! I have never been contacted about any of these so called "resolutions".

That support person also said he would open a 4th case number and assign this one to the Customer Solutions Team who would call me back within 72 hours with an update - they didn't.

So, having exhausted all my options, and tired of being ignored by Sky, last Monday night I called another ISP and asked them to pick up my broadband and phone provision. Guess what? I arrived home from work on Tuesday to a voice-mail from Sky asking me to call them for an update.

Out of courtesy I returned their call on the number they had left which put me directly through to their Customer Solutions Team. The guy I spoke to was very pleasant but knew nothing of the history of my complaint, which beggars belief. He checked the last (4th) case number that had been opened the previous week and found it too had been marked as resolved and was languishing in a monitoring queue. I almost felt sorry for the guy as it wasn't his fault but he was so embarrassed.

That's my experience with Sky's customer support - there isn't any. I'm currently in the process of moving my broadband and phone, and when my TV contract is up in September I'll be cancelling that too. It's easy when things are going well, but it's how a company responds when things are broken that is a measure of them, and in my opinion Sky certainly does not "Believe in Better."

Service form Sky has been average at best, but to be fair I live in some form of internet speed vortex that ensures speeds are slow even though our exchange is fibre enabled, and our near neighbours are even getting FTTP while we struggle to get 3mb

Honestly cannot fault O2 one bit. Speed is great, reliability is excellent. Price is a little bit dearer than competitors, but if you have an O2 mobile it brings the cost down, and they have a policy of giving existing customers the same deal as new customer would if they re-sign their contract, which is incredibly fair (I'm now paying £15.25 a month for unlimited broadband and evening and weekend calls, including line rental.)

Customer service is where they shine though. I can honestly say I've never had a single gripe with their staff, either on the broadband side or the mobile side. Everyone is knowledgeable, efficient and willing to do the right thing for the customer. Certainly a lot better than the Kafkaesque nightmare of BT.

Highly, highly recommended.

Was one of those poor idiots tempted by cheap broadband and calls and tv, plus god knows what else sky would have tried to ram down my throat.

Gave it a try and it was just screw up after excuse, after delay and ended up with me having no service from my old supplier as Sky cut them off but stupidly, forgot to connect themselves or send me a modem.

14 days later, still no phone, no broadband, no router, no nothing

Enough was enough. Their indian call center couldn't care less and didn't know what was going on and put me through to their broadband call center.

This guy kept asking me questions about the non-existent modem, saying i had received it and used the device as they had proof.

I gave up, much like the uk summer and went back to my old provider. Took a good week or two but worked.

Didn't use email so can't comment on that. IF it had connected would have been good value but who knows as i never saw it. Ended up spending money to call them.

Thanks Sky, thanks for nothing.

I am with Sky though not for long. Sky well what can I say. Cheap ISP yes good ISP err that would be no.
If I ever wanted more than basic mail from an ISP I would not be with SKY. Do they shape/manage traffic well the answer to that is simple yes as does Virgin and this would be on all their packages.
Customer Service/Technical hmm trade description act really. Technical advisors have on a scale of 1-10 a skill of 2. The technicians and I use the word very loosely have a very very basic skill set. If I phone to query a problem a scripted answer is going to be of no use to me.
I am CCIE certified so generally most explainations offered to me insult my intelligence. SKY make a great deal about being unlimited and unmanaged but this is just plainly untrue. Dropping connection is common on sky and at peak times more so. Highly populated poorly managed ISP.

I live a small market town in North Norfolk, so we never have been a real priority for ISPs to provide high speed fibre links or such. TalkTalk have just negotiated a Complete 50 LLU ADSL2+ update on the exchange, but they shouldn't hold their breath for my custom!

Nevertheless, Sky Broadband Connect gives me a decent quality service averaging 6.1Mb/s download and 0.4Mb/s upload, and I've seen download speeds banging 8Mb/s on occasions. Fortunately I'm only 350m from the exchange, so I'm sure that helps.

I've had no major issues, so I don't know what their support service is like, and I got a package deal with my Sky TV, so the cost is pretty reasonable for the quality of service I get.

As I said earlier, TalkTalk are unlikely to entice me away from my current provider, and reading the reviews of them on this site convinced me of what I already thought!

The price and support from O2 is excellent.My speed is not O2's fault(Long line),plus no cable,fibre available.Getting just over 2.5mb.Been with O2 now nearly 3 years,still no sign of my exchange being upgraded to FTTC so no chance of O2 offering me anything faster.
When my contract is up in July I'm off onto the Digital Region project where I can get roughly 37mb with a FTTC connection

joined 21st of march had nothing but trouble getting charged from sky and titanadsl because (dozy retards BT wholesale ) not doing there job right YET Again.
So basically getting charged for 2 broadbands and line rental
sky dont want to know even tho they should contact stupid BT to sort the problem out as BT admit they have partially connected me to sky as titanadsl cannot close my account or billing until BT get there finger out and sort the problem ( Typical of Retarded BT )

so tried to move and basically still having problems as both are saying its there fault and going round in circles whos to blame