topic Re: WiFi issues & unexpected charges. in Broadband

WiFi issues & unexpected charges.

Hill107 — Mon, 04 May 2026 16:13:40 GMT

The coverage of my WiFi is really poor. I booked for an engineer to do a site visit and I sat at my property for 5 hours and nobody arrived. I am not paying the bill until this is resolved. I have also been charged for not returning something due to a house move however I have received no packaging to return anything and no indication of what is expected. I am currently looking at other broadband providers- i made it very clear to the sales person that we get no signal at the property and wifi is important however, the wifi consistently drops out meaning that it is unusable eventhough the checks says everything is fine.

Re: WiFi issues & unexpected charges.

Daniel0210 — Mon, 04 May 2026 16:46:48 GMT

@Hill107 wrote:
I am not paying the bill until this is resolved.

You can't withhold a payment. If you cancel your payment method That will cause you lots more problems.

I have also been charged for not returning something due to a house move however I have received no packaging to return anything and no indication of what is expected.

If you’ve successfully cancelled, Sky should send out returns packaging to the address where the account was active, near the end of any cancellation period, which is 14 days for broadband and 31 days for Sky Q, for any loaned equipment they are expecting back. So if you cancel Sky Q and Broadband the smaller BB packaging should arrive first.

If the arrival of packaging is delayed, it’s damaged on arrival or doesn’t arrive it’s the customers responsibility to use their own packaging to return it. You can use any packaging as long as it’s secure and you may want to put a note inside with your account number and a list of equipment that is included. This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband

Keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.

Re: WiFi issues & unexpected charges.

caesarome — Mon, 04 May 2026 18:36:54 GMT

@Hill107 wrote:
I booked for an engineer to do a site visit and I sat at my property for 5 hours and nobody arrived.

I have also been charged for not returning something due to a house move however I have received no packaging to return anything and no indication of what is expected.

For both of these issues what if anything appears here for you:

https://www.sky.com/ordertracking

@Hill107 wrote:
however, the wifi consistently drops out meaning that it is unusable eventhough the checks says everything is fine.

Try going through this to see if it helps:

https://www.sky.com/help/broadband/my-broadband-speed/improving-wi-fi-signal-to-my-devices/articles/improve-the-wi-fi-signal-to-your-devices

If not and if you have Wi-Fi Max on your account then Sky will supply up to 3 pods as you can read about here:

https://www.sky.com/help/articles/sky-wifi-max

So you can either call them on 150 from a landline phone or a mobile that has a Sky sim in it or Select "No, I still need help" at the bottom on the above link.

Re: WiFi issues & unexpected charges.

TimmyBGood — Mon, 04 May 2026 19:14:48 GMT

@Hill107 wrote:
i made it very clear to the sales person that we get no signal at the property and wifi is important

Irrespective of cellular provision in the vicinity, no ISP actually guarantees either internet service or local wireless coverage.