SKY reviews

SKY reviews

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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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Great customer service when signing up...dire once you're locked in!

The only thing stopping me giving one star is the fact that, when signing up as a new customer, things are good. The online account management is pretty decent, giving you very clear updates of your installation dates, progress, etc, while customer service staff are very knowledgeable and willing to help. This all ends when you become an existing customer though as things just become lax - and downright farcical when it comes to Sky owing you money, it's like getting blood from a stone.

I requested cancellation of my Sky services in October 2013, at which point I did a final check that Sky had adhered to all of the offers I'd been promised as a new customer a year earlier. They hadn't, I'd been short-changed by around £20 worth of TV discounts. I raised this via email as I prefer financial matters like this to be dealt with in writing rather than over the phone. Over the course of the next TWO MONTHS:
- It took me around 5 emails, 2 live chats and 2 phone calls to finally find someone with enough of a brain to deal with this very simple issue
- The email responses kept coming back with "Sky have fulfilled their offers" despite me providing evidence that this wasn't the case (including me breaking down my own bills for them!). Not a single one of the staff could calculate 6 x £16.50 and realise that this was the level of discount that should have, but hadn't been applied
- The live chats were a waste of time, ending up in me being sent round in circles as no one was competent enough to grasp the issue. At one stage I was even rerouted to the technology team for no apparent reason!

Finally I found a member of staff on the phone who could actually do simple arithmetic...unfortunately things still didn't go right as, despite a refund being applied to my account (at last), the payment still hasn't reached my bank account as promised. So, today I've AGAIN had to contact Sky to ensure this is paid back to me.

It's simply not good enough for companies like this to treat customers in such a way, especially considering how much they charge each month for their services. Matters such as the one I've highlighted aren't rocket science and should be easily easily dealt with when they arise rather than customers being led on a wild goose chase from idiot to idiot. Surely things can only get better?!
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Couldn't wait to go back

Had no problems with Sky, got talked into changing to talk talk who are absolutely rubbish, after an awful experience and having talk talk for 3 months i moved back to Sky. Pay a bit more but you get more and a reliable service
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Always helpful

I have been with SKY for a couple of years now and only had a couple of problems (but technology isn't always reliable), whenever the connection has cut out I just phone up and they sort it out, always nice people on the other line who are happy to chat. There is no get-it-over-and-done-with attitude.
Every home move has gone smoothly and any problems that have occurred are resolved without me paying a penny.
Would recommend this supplier to anyone. Good value for money and reliable.
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Really poor service

Have been with Sky for many years 12 plus for TV service.

When moving home decided to switch to the Sky Broadband and phone service.
Have been in my new home for 4.5 weeks after the date agreed for Sky install and still phone line issues (At times no dial tone) and a broadband connection speed around 25% of that promised.

Buyers beware :(

Response from Sky was leave us or upgrade to fibre. And of course the blame was on BT. Dont really care where the blame lies SKY are the service provider and should resolve the issue.

Bit like buying a new car in silver and black leather only to then be delivered a pink one with yellow seats and the being told oh well if you don't like it sell it.

Once burnt never forgotten.
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they lie and steal your money

have been a customer of sky for 8 years and cancelled my subscription only to check my bank account a month later to see that they had stolen 79 euro from my account when I had cancelled a month previously,this is the third time that I have phoned their premium phone number(costing me a small fortune) to be told they would ring me back and they never did,do not sign up with this company,they treat their long term customers like crap-beware,still waiting on the money that they took from me,very very annoyed.
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Sarvesh to the rescue

Sarvesh on Live Chat was my knight in shining armour - You helped sort my little monkey out, no more downloading his films now!!!! Thanks Sarvesh - Sky give the guy a day off with pay will ya x

Thank you once again from Catherine :)
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Better deals for new coustomers

We have been coustomers of sky for 23 years,I recently cancelled sky because we are both retired and were paying out £44 a month,when I phoned them they offered me a few different options at lower prices but I wanted the sports package for my husband they wouldn't do the deals with this included.
I have heard of people having bills written off for hundreds of pounds,people getting full packages for £32 and also people getting sky free for months so it strikes me if your a loyal coustomer who pays your bill on time and has been with sky for years you get treated pretty bad ive been told that in future sky will phone up and offer me a fantastic deal even sky employees say the same about long standing coustomers .
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They hang up on you if they don't like your complaint

This morning I discovered that Sky's customer database is being compromised and the company is either knowingly releasing personal contact details (against the data protection act) to third parties) or their database is being hacked and they dont want to admit it, know about it, or discuss it.
My mother in law had years of abusive nuisance calls from asia - either trying to get info, sell stuff, or scam her for access to her computer or bank account. Eventually three or so weeks ago, we got Sky to change her number. All was fine for three weeks until this mornig when we received an Asian Scamming call from 0101267 - pretending to be Microsoft and wanting to hack into her computer. They knew her name, tel number (obviously) and her full address and that she had broadband and a computer at her home. My mother in law has only given out this new telephone number to close friends and family. The only organisation to have all these details is Sky. - And this scamming company had all these details - within three weeks of her obtaining her new number. I spent two hours calling Sky up this morning to inform them of this issue and every time I attempted to get through to someone who could deal with my complaint (being passed around from pillar to post), they actually hung up on me - I gave them the benefit of the doubt and so called over six times and again, when they put me on hold to "try and find a solution to my problem" the phone went dead - they are actually deliberately not wishing to discuss this problem - they use Asian companies for their call centre, so it looks as if there are people in their call centre who are exploiting their access to Sky Customer's personal data, by selling or at best, passing it on for nothing to scammers - who are also calling from Asia (judging by the weird numbers and accents of the people on the phone.) The fact that Sky are deliberately stonewalling me is absolutely appalling! Dont use them - they will not look after your personal data and you will get hundreds of nuisance calls - some of them very distressing and rude.
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Pretty happy with Sky despite a few hiccups

Some bad reviews here for Sky but a lot of the negativity is directed at the install process. This is mostly carried out by subcontractors who want to work quickly and indeed my upgrade to Sky+ was of similar haphazard quality. I had to buy some tools and fix it myself!

However, since then, all is good. Broadband issues are resolved very professionally. The send a minimum of junk mail and the cost is not too bad given someone is generally always on the Internet or TV in this house.

I would definitely recommend Sky TV to a friend, and particularly Sky F1 HD! Good job Sky.
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Slow service/Overseas customer service

I have only Been with Sky Broadband for a week and so far I am not impressed.

I have been more or less forced on to Sky after O2 sold out on us loyal customers of many years. I had problems with O2 but I always go through to someone here in the UK and always had any problems resolved.

With Sky the Broadband speed has been slow, so slow it’s like the old days of dial up, more fun having teeth pulled without anaesthetic. Each and every time I have used, http://contactus.sky.com/uk/sky-broadband/problems-with-sky-broadband, sign in, chat now I have been put through to a customer service advisor in India, who lied to me about being based here in the UK, bad start. The service is like the broadband, very slow, long pauses between scripted chat screens and poor quality English, not that I am excellent. On every occasion I have been halfway through a chat, name rank serial number routine and then the connection is dropped. On the one and only time I have completed a chat I was told I would need a second tier advisor. Was not told if that would be there and then on the chat but later, twenty four hours later, I received a call from an advisor based here in theUK. She re-set some setting and informed me I was now getting over 10MB/s, my end was showing around 8mb/s so not sure who is right and who is wrong. A couple of days later my speeds have dropped again, again put through to an Indian customer service centre who treated me like some moron asking me questions like is my phone working, did I use the micro filter that came with the router, have I deleted my browsing history, on and on and on. Do they not think that we already went through all this after the first round of problems.

Was told when I signed up to Sky broadband I would have a month before being tied in to a contract, already looking in to going elsewhere. See if I was lied to again or a really can change to a proper UK service for which I am paying good UK pounds.
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Sky breach their very own terms and conditions routinely

The most shocking experience I have ever had is trying to cancel a sky subscription. They list four methods you can use to cancel your subscription but actually only allow cancellation through their premuim rate number at your expense (financially and time). Sky fails to recognise your right to cancel if you are outside of contract term, and use every delaying tactic going to ensure they continue to bill you. There is a forum on the sky website. I was shocked to read how many others were experiencing similar and in deadlock. The complaints procedure is also detailed and what you can expect should you wish to make a complaint. Don't expect to be dealt with as detailed. The experience is the same as trying to cancel your subscription.

Would I recommend sky? Only if I was prepared to engage a legal team to support termination.
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Worst Customer Service EVER! No structure, No organisation!

I have been with Sky for 3 years. My contract was for 1 year.
2 years later the box had a problem, we had to restart every day for it to work. Not possible to record or do anything other than watching.

I called them and they said 65 pounds for an engineer to come. Well leave it I'll restart every day I said.

So now that I called to cancel because I am moving home - They canceled 1 month early!

I called back to tell them to put it back on. And here is the joke:
Every day after the service was cancelled, for 3 days, they called me to see how my move was going. Instead of how my service is going!

So now 5 days after they messed up, I am on chat, unable to call, and trying for hours to solve this, and the service is still not up. But wait - for them it shows that it works!

Go figure! So I do not recommend Sky for anyone and for anything, unless you are looking to spend hours on the phone, and most probably you will pay for it cause your line doesn't work..

Good luck!
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Terrible

I was with sky for a number of years I left this spring giving full notice . However I have just received a telephone call from a debt collection agency in Glasgow saying I owed them money . Ok well they never contacted me to say I owed it but they were insistent I did so I said ok i better pay up how much was it for OMG £12 I shall have sleepless nights . I have found the company to be totally inefficient billing and customer service wise my advice go elsewhere !
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Absolutely appalling. Go with Virgin.

Absolutely appalling service.

This company needs to have its management system sorted out. Didn't even get as far as being installed. Engineers didn't bother turning up for 2 days on two appointments. Having spoke to their so called customer services, the way they spoke to me was diabolical. They were rude, ignorant and they lied. Lost 2 days holiday because of them and they still couldn't organise a date. All blame they push onto the contractors. Apparently Sky can't get hold of these contractors themselves. They told me the next available installation would be in a week with no opportunity to bump up my installation, nor a guarantee if I took this time off that anyone would even show up. Sky management wouldn't even talk to me the second time around.

I see one star is the lowest you can give, I'd give lower than that if I could. Totally incompetent, rude and unable to deliver the goods.

If you've any sense, go with Virgin or BT.
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Poor tv installation but great broadband and tv

Great package but had bad installation of the satellite dish and cabeling that managed to destroy our skirting board and drill into rendering on the property and left anchoring hole unfilled/ exposed in brick work. Guess if you do a job bad enough nobody wants you to come back to rectify it? Shame....
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The service is great but some problems need ironing out

Sky's TV package is the best value for money I think, having experienced Freeview, Virgin and Sky. The catchup streaming is really fast and their multiroom is also good value. Broadband is fast & they provide a lot of extras such as voucher incentives and free Sky Go service. However their communication is terrible - when we signed up I told them that the previous tenant's BT phone line was still in place and was told this wouldn't be a problem, they could do an active line takeover. Gave me a date for installation (3 week wait...pretty rubbish, but it's the same whichever supplier you go with as only BT's engineers can install the fibre router). Took a day off work, waited in all day.. no one came. Turns out the person who processed my order had done so without mentioning the active line, so it had bounced back as an error 2 days after the order i.e. just under 3 weeks before the installation was due. Sky knew this, and had obviously told the engineer as he didn't show, but didn't tell me, and in fact kept sending me texts, emails and letters right up to the day before the installation date with reminders to be home. So we had to place a completely new order and go back into the queue for installation, no bumps up the queue, no apology and no compensation. What made it bearable was that when you call, there is usually no or a very short wait, and the people (usually Irish) on the other end are actually really helpful and have the power to implement what you ask immediately. Now everything is up and running, I have noticed that calls about any Sky services, made from a Sky landline, are free of charge, which is a nice touch.
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Appalling Customer Service

I phoned to cancel my Sky subscription based upon my experiences with the appalling Sky customer service. I made numerous calls over the past year regarding the very slow broadband speeds we receive (at best we received a quarter of what was advertised by Sky) and the problem was never been resolved. Recently I made two calls, one of which I was cut off on and not phoned back, and another where I was assured I would get a phone call back within 24 hours to finally resolve my issue. I never received the call.

On my cancellation call the operator seemed surprised that I wanted to cancel because of my broadband speeds. Even after I repeatedly explained that I was infact cancelling due to a combination of the sub-standard broadband product I had received for over a year, and the terrible customer service he still continued to display what I felt was a condescending attitude. He suggested that I upgrade to the fibre optic package, but I explained that I was already extremely unhappy with the service Sky had been offering me and was not going to pay even more money.

In the end he cancelled my contract, and quoted my reasons for doing so as "doesn't want to pay for fibre optic service which would resolve all of the customers problems". This perfectly illustrates his failure to understand my grievance and is a great example of the terrible customer service that Sky offers.

I had been a Sky customer for over 10 years and subscribing to the full package for the majority of that time. Sky have shown no effort to retain my custom and have shown absolutely no loyalty to my long years of custom.

Karens Make Up and More Details

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