SKY reviews

SKY reviews

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Bad Service

I've been with sky for a year or two. They won't keep their promise with giving you the internet speed you are paying for unless you call them up and tell them that you are not getting it.

They ask you to make the checks you need to tell them that you've done it and then they speed your connection up from their side. They waste your time and keep you on hold on the phone all the time.

Some point, when emailing they said that they will contact me on my old number. They said if this number is out of date please let us know, so i reply my new number and they say that they can't accept it and they will contact me through my old mobile number.

It just does not make sense, they probably have a better customer service than BT or TalkTalk but it is still unbelievably bad.
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im shocked and appalled by the sevice from sky this week

The bad wind we've had knocked my sky dish so the signal was lost, I rang sky to be told I eould be charged £65 for the engineer to come out! With no other option I set up a direct debit, after this I was told the nearest appointment was for 4 days time. I ended up getting an engineer myself to come out and fix tge problem which took 5 minutes. Ehen ringing to csncel the direct debit and the engineer I was on hokd for 1 hour to thrn br disconnected and hsd to phone bavk which thrn took 25 minutes@!! Quick to answer if youte paying but apalling if you are cancelling and complaining! Fuming and looking for another service provider
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Sky fall to new depths of poor customer service.

I've just posted this on the sky forum


Just been on sky chat, they ended call. ‎12-02-2014 11:11 PM

I've just been on sky chat for approx 1 hour, went through lip synch problems...he asked me for 65 pounds for an engineers visit, to fix their faulty box. Why do I have to pay for the problem when I'm not getting the full service I'm paying for. Then the other person just ended the chat with no resolution......? So decided to ring customer service and was asked if I had a warranty/ insurance . Said no, I don't need a warranty/ insurance the product is an Amstrad box, surely it has to be upto the job/ and fit for purpose ie it should last longer than 12 months, or is that the life span of a sky HD box? He hung up aswell. Now I have to call tomorrow probably have to go through the same process.....anyone help, or do I just cancel my sky subscription and go to virgin media?
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utterly dreadful

I have been a sky customer for over 15 years and I have experienced lies ,poor service and dreadful customer complaints service and fault resolution,rude staff ,staff you cant uinderstand due to very strong acents and utter arrogance when re reporting the same fault with phone line .Bank DD not called for and the packages turned off ,as well as lying about calling on dd from my bank when they didnt.As well as this we were offered free sky HD as a way of saying sorry for cockups in the past ,however what they failed to tell us was the HD box then knocked out our other tv viewings due to not having a 'special £25 part ' to attach to the leads ...clearly we were fine as we were and didnt need sky HD .I refuse to buy the part and will be leaving this dreadful bunch as soon as the contract is over ....avoid avoid avoid .
Recently had a problem with my phone line there was an outside fault and the fault rturned just after it supposedly being fixed .I then spent half and hour with an arrogant patronising member of staff who was decidint weather or not I needed an engineer ,I was asked to unscrew phone sockets etc whilst she waited and eventhen told me to go get another phone to be sure ...I live on a farm with no other phone to try ......eventually when I told her I was reporting them to the commuications watchdog she agreed to book an engineer .
in one word Disgraceful
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Criminals - Don't know how they can get away with it!

Last year I cancelled my Sky subscription, that's when the fun started...
They only cancelled part of my package, I rang/emailed/online chat to various people to remind sky they still hadn't turned off my package - I cancelled my direct to backup up the statement I would not be paying. Every time I spoke to a sky employee - they were shocked and very apologetic, then promised to cancel everything immediately...
To this day which is over 12 months since I cancelled, I am still receiving bills and information on my package.
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Terrible service

Sky bought O2's broadband client base. I was unfortunately one of those customers, ever since the broadband has been moved over to Sky, my service has been woeful. The connections constantly drop on online games causing me to forfeit, this being while nothing else is using the WIFI. The connection even lags on something as simple as Speedtest.net which to me is always an embarrassment when it comes to a connection. The thing that takes the biscuit is that since the service has moved to Sky, the price has doubled for a service which is less than half of what O2 provided. Also when I got my first bill, I was shocked to see that I'm paying a supplement for not having Sky TV or phone, so you're charging me for not using other services? That's a sure way to drive me away from your business. It's all odd business practice from Sky in a time when you're losing your grasp on Football TV rights which is the cornerstone of your monopoly. Within my circle of friends alone, I know most have been looking to move away to Sky because BT Sport offers a better package. The only reason why I haven't left yet is because I'm currently trying to move house, no point in signing into a new contract for a house I won't be in come 12 months. As soon as I move, I shall be leaving Sky and it's dreadful service.
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Installer damaged my roof!

I returned to UK recently to inspect my house which I have rented out while abroad. I have good tenants, but saw a water stain on the lounge ceiling. When I went outside I could see an additional satellite cable had been installed and lashed over the roof in the worst amateur DIY bodge you could imagine. The installer had also visibly dislodged a tile causing the leak. I asked the tenant to rectify the problem and they contacted Sky, but Sky say it is not their liability. Funny that - there was no problem before the installation.

Congratulations on your customer care Sky - I paid you thousands of pounds in subscriptions when I was in UK. You can Skybet you wont get another penny from me you bunch of lying cowboys!!

Avoid!
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DECEITFUL!

I wanted to sign up to sky because I had a offer code which would have given me broadband for £12.50 a month including line rental... for the year! CHEAP yes, worth it? NO! I had problems from the very start. Trying to input the code online kept telling me that the package was unavailable please try again later or something similar... It wasn't working so I then had the misfortune of calling customer services. They had problems activating the code so I was on the phone for ages repeating the long complex code over and over and over! Eventually they sorted it out and told me I would be connected in 2 weeks time from the date I called and that I had to pay a one off fee of £5, £2.18 postage of the router and £20 connection fee, fair enough. I was happy.

I then checked my account the next day as I do most days and noticed on my pending payments they had charged me twice amounting to £54.36. I called them straight away and queried this as that left me with £20 to live on for 4 days. They told me they had NO record of the payments going out twice as if they didn't believe me and that I needed to call the bank. The bank confirmed they charged me twice and said I had to wait for the payments to leave my account before anything could be done.

I called them back stating the bank has confirmed you charged me twice and they said that they would refund me within 2 days and that my services would be activated on March 7th... Hang on a minute, when I called to sign up they told me 2 weeks so they basically LIED to me. I completely lost respect for them and asked them to cancel the contract.

I was put through to disconnections and told them that Virgin had offered me 30mb for 6 months at £14 then £19 thereafter and I wanted to cancel. The person talking to me was basically belittling me stating "Why do you need 30mb anyway, with us you'll be getting 16mb which is PLENTY. My husband is a gamer and I download a lot and we only get 7mb and it doesn't effect us" Yeah OK... They tried their utmost to keep me but I didn't want to stay with a company so deceitful.

I called them today as I still hadn't received my refund and they told me that the systems have been down and that it would take another 3-5 working days to refund me. Thank god I called them today! How long would it of taken? Thankfully I've got more money in my account!

Have lost so much time over the phone with them on hold, given false information to reel me in and I don't trust them one bit. I doubt I'll use their services in the future unless they offer me something amazing, they don't charge me twice and just be honest from the word go!
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Worst Company i have ever delt with! A bunch of liars that steal your money!!!!!!!

I have never experienced anything like this. I was told a great deal yet they charge me ALOT more than I agreed to pay yet no refund or explanation why. Im so annoyed that they have basically called me a liar, I then asked them to check the calls and they want me to pay for it!!!! They will do anything to get money out of you. Whatever you do, do not believe the GREAT deals they offer you, you will receive very bad customer service. I wish I had gone with virgin and pay abit more at least I would of got better customer service. Absolute joke. I am not one to leave reviews but felt that people need to know what sky is like.
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Best in England

I know saying its the best in england still puts it to the end of the lot in europe but still internet is ok, speeds are constantly up, there isnt any traffic management like with virgin. Came from O2 got a free HD 500GB box for free, free installation, free dish, free engineering support. These things are being bragged about by other companies and eventually they even make you pay for "technical assistance". Not here. Engineer came, even being a foreign national he was very friendly and left me his phone number if anything happens. The box kept frozing initially gave Geoff (the engineer) a call he was at my door(!) that evening (!). I was very impressed by Sky. Well done.
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Terrible

Gone right down hill in the last couple of years, gives massive discounts to new customers while loyal customers get nothing, cancelled a month ago, and had no regrets
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Complete waste of money ( better of with free view and a smart tv )

Why pay £26.00 - £60.00 a month if your happy with 4-5 main channels with HD and about 60-70 other channels to choose from for free with free view !Free view and free sat give most of us enough channels all for FREE FREE FREE and to be honest if your watching sky without HD then the picture is awful unlike free view which has great pic quality even without the HD SO REALLY FREE SAT AND FREE VIEW ARE A NO BRAINER against crappy sky tv .Ever tried to get through to sky via phone ? lmao what a joke as it takes for ever and you get charged for it for the privilege . Sky is simply to expensive now and your much better off with a smart tv ( LG do some really nice led tv`s ) having free view and free sat built in along with wifi , net flicks etc etc etc .Sky tv is history and with them pumping up the price for all us or was customers it`s only the new customers who get any kind of deal so " UP YOURS SKY LMAO "
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sky rubbish

my husband signed up for sky 4 yrs ago and we have moved 3 times since and taken sky with us but after a month of being in our new home our broad band suddenly went off. which was very inconvenient as my husband relies on it for work as he works from home, he contacted sky who said they would contact BT to check the exchange this happened at the beginning of December 2013, my husband decided to cancel all with sky and sign up with BT the phone transition went smoothly however we are still waiting for broadband BT are unable to take over as they is a marker on the account so my husband is still unable to work and as a result our family life is suffering and when asked for a deadlock letter all sky could say was we will email you one not very helpful at all
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Worst Internet company in the world.

I have lived in many towns, many cities, across many countries. I have had dial up/ cable/ broadband and use the internet every day for my work and play.

Sky's broadband is the most unreliable I have EVER experienced, the router undergoes melt-downs regularly, requires full cold resets weekly, the rate we are supposed to get is one half more than we actually get, they cite 'bottlenecking' and 'peak time drain' as the issues but nevr once has the service been anything close to what we pay for.

Now that's how they get you, the "up to" wording on ALL of their internet services is to shamefully cover a poor, unreliable service. A technician once told me the rates they advertise are achievable, but only if you're the only resident in the street on a main cable and you use the net at around 03:30 am.

We asked for a new router, but was told if the router was found to be OK when it was returned we'd have to pay for the call-out AND the new router. Then warned that if the line was checked and found OK we'd be charged £100+ for the technician to have looked at it and tested it.

All rates are listed as 0MB per second as the lower rate and an "up to" being the upper limit. It's a con, charlatans and medicine show type promises.

They are a corporation who survive on the let downs and disappointment of their customers, protected by small print. So when you think about signing up for "up to" 14mb broadband, remember you don't EVER legally have to get that speed at any point you are signed up.

AVOID
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I will just simply copy and paste my email to them and from them

I am writing to you as a new and unhappy customer. Here is my story. Week before Christmas one of your sales team knocked on my house door and offered your Sky services. At first I wasn't interested, having Virgin a contract with a telephone, TV and broadband at 60mb/s speed for price of £49 monthly. But the man said that he can offer a better deal. My first concern was a speed of the internet so possibly I could get the same one. And when he checked on his IPad, the estimated speed at my property was min 59.6mb/s. So obviously I was interested. The Salesmen offered me the unlimited broadband at 59.6mb/s speed, telephone and TV for around £50 monthly, so I decided to have a little more channels and we have end up with £54.50, having entertainment extra + package. I have been told also that I do not have to do anything with the Virgin, and SKY will just simply take over the contract. The TV installation took place on 28th Dec and I was quite happy, thinking about all packages to be delivered and wondering if it is all worth it. Second installation was telephone and the broadband, and here we go... Installation went smooth, but when I checked the speed, I got well "impressed". The speed was only 4mb/s (I have a family of four in the house, and that was discussed when signing the contract). However, I still have the contract stating "I have been given an estimate of the download speeds my line could support of between: 59.6 & 59.6. When I contacted customer service straight away, which was on 8th Jan 2014, the person on the phone laughed at me when heard what I was expecting. So I decided to cancel all, and because of the different times of the installations, I could only cancel telephone and the broadband. To cancel TV service it could cost me some termination charges, which is weird for me, because I have order a full package at once. Also I have been told that to cancel the contract with Sky I needed to call Virgin so they can roll back all movement. But when I called them, they told me "We are sorry but we haven’t received any message about you moving to SKY"???!!! And I was not supposed to be worried about a thing - "Sky will take over from Virgin and your billing will not be affected". At the moment I am with SKY TV for £32 and went back to Virgin with phone and broadband for £36.49, which gives me £68.49 to spend every month for a good speed broadband and a little bit more channels than on Freeview. Not mentioned that because of miscommunication between SKY and Virgin, I will pay extra this month for all the bills. I am really disappointed and looking forward your respond and your thoughts about the whole case. Kind Regards.

in respond:
Thank you for your email. I am sorry for the poor service you received and I apologise for any inconvenince caused.
I was disappointed to about the poor service and in particular with the false information provided to sell products. Please be assured that this is in no way typical of the level of service you are entitled to expect as a Sky subscriber.
As a company which very much values its customers, Sky does invest considerable resources in staff training and monitoring procedures to maintain the quality of our customer service. All members of Sky staff are made fully aware of their responsibility to provide all information related to Sky products and pricing and conduct of the sort you describe from staff within the organisation is clearly not acceptable.
Your experiences will be used to address some obvious training needs with the objective of ensuring such circumstances do not reoccur. I am therefore most grateful that you have taken the time to write to bring these matters to our attention.
An internal investigation will be conducted in this matter, and although the outcome will be confidential, I appreciate you highlighting this issue to us. We value your custom and your feedback has been forwarded to the relevant department to help improve our service.
I understand you are not happy with the price you are paying for TV, Talk and Broadband. I tried to check if we can provide any offer or compensation and I am unable to do so as we are in the Complaints Department. Hence, I request you to contact our Customer Service Team to check if they can apply any offers or compensate you in order to reduce the amount you pay for TV.
Whilst I realise that you may be disappointed with the decision made, I hope that you can understand our position on this matter. If you require any further assistance, you can respond to my email and we will be glad to assist you.
I hope I have been able to resolve your enquiry. If not, you can click here between 07:00 am to 11:00 pm to chat with us online.

...so basically - "sorry mate but you should listen to your friends telling you to not believe in SKY".
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Shocking - liers, timewasters, poor customer service

Waited a month for an available install date, had to book day off work
Never tell you what time the engineer will arrive
When he arrived he said he was not allowed on roof to install dish due to H&S (this was all asked and explained when booking, so WTF)
Had to book a 2nd engineer - installed dish on wobbly pole that sways around in the wind. Signal lasted a week then cut-out.
6 engineer revisits to fix the problem - yes SIX!! (basically to install the dish on a secure fixing as it should have been on day 1). However after 6 months - yes 6 MONTHS! it still has NOT been resolved. This is why - they send another engineer who arrives a week or 2 later only to tell you he's not allowed on roof and requires their 'special access unit' - yes we've known this from day 1 so why doesn't Sky send the right person, even after they've confirmed that's who they are sending. Other times they cancelled engineers without telling us (waiting around all day for him to arrive, thanks for the communicaiton).
Seems like the call center you speak to on the phone is an entirely different company to the engineers they send out (in fact they are) with no communication or follow up
We received emails after every unsuccessful engineer visit say 'welcome back to Sky, you're now up and running again' - again WTF.
After hours on the phone waiting to speak to someone they ask you to hold whilst they check details and then HANG UP
After 6 months of this we have now cancelled our subscription - and that wasn't even easy. Seriously what were we paying them for over those 6 months. They say they can't process a refund because their line-manager is not there. They say they will call back at a specific time to arrange the refund - they did not call !!
Criminal, liers, timewaster.
Stick to freeview, virgin or other suppliers.
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Hope for good weather

If you are a sky subscriber you will need to hope the weather forecast is good, if there is more than a gust of wind , as we have been experiencing lately, you are in for a long wait,as when it gets windy or it snows this may well affect your dish,this may result in losing your tv reception.The problems starts here, first of all you need to try and speak to someone from their support team, this will usually entail taking a day off work because it normally takes several hours before you can get hold of an adviser on the phone.They will arrange for an engineer to visit , this may well entail taking another day off , when he visits he often cannot fix the problem and he will organize another visit by a different engineer.You can have another day off for his visit.Eventually after about a month or so they may manage to sort your dish out and get tv reception back.If you wish to have a months holiday from TV every time the weather is poor I would recommend Sky, otherwise don't bother.
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Good value anDecent most of the time, but with major communication problems within the company..

Had Sky installed back 2003, standard TV package, all was well for 5 or so years till we decided to get HD plus as well as Broadband with them too. big mistake!! They opened a new billing account for the new services, however they neglected to close the old one so I was being billed for my TV services twice! After at least 8 phone calls and being promised it would be sorted, nothing was, the two bills still came every month. One day a new viewing card arrived on my doorstep and I assumed it was to replace the old one, although there no specific instructions or information, I inserted it and expected it all still to worked, it didn't! I rang up and spoke to a shirty sounding Scotsman who basically chastised me for doing this and told me that I should have rang them first and that I'd caused him a load of grief now putting the new card in without telling them first!! I had to wait another week before I could get my HD box working again, tried a few times to get the billing sorted and eventually it was, 9 months after the mistake was made!
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They do nothing but lie, bad customer service with no communication within the company.

I switched from virgin in November (big mistake). We had no signal on our TV for 6 weeks and therefore no TV. We had 3 different engineers come out to us and itwas finally sorted after 6 weeks. Sky told us that as a 'good will gesture' we wouldn't have to pay our December bill as we had no services but in December they tried to take money out of my partners account 4 times, resulting in bank charges of £32. They then cut our TV off and when we rang, told us that they had credited our account by £3 and taken that off of our bill for December but we still had to pay. When we explained what had happened before, they said there was nothing we could do until our outstanding balance was paid. They also told us our broadband would not be cut off so that we could pay our bill online in a few days. The very next day, our broadband was cut off (no surprise since the excellent service so far). When we called again, we were told that the lady we spoke to who said our broadband would not be cutoff, hadn't put a note about this on our details. I would never recommend Sky to anyone. To do this would be cruel. All they do is lie, they dont care about customers and don't stick to their word. So thanks for the 'good will gesture' Sky, keep up the great work and I'm sure you will always have customers. Totally regretting switching from virgin who I never had any problems with. We have also complained to the Ombudsmen, with hope that this will finally be sorted.
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been with them 3 years and so problem so far

ive been with sky for 3 years now and although ive looked around for better offers as it is expensive ive seen so many worse reviews for other companies that I have stuck with sky. why fix something that isn't broken.

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