topic Re: Bad experience with Customer Service and Sky Assistant - Cannot reschedule or cancel in Broadband

Bad experience with Customer Service and Sky Assistant - Cannot reschedule or cancel

unhappy31 — Wed, 03 Jun 2026 11:00:30 GMT

I've set up a new broadband contract with sky which was supposed to be activated yesterday. The openreach engineer was scheduled to come, but then just called, while i was on a work call, i answered, he said something and then turned off and never came up. So i tried to reschedule. The sky assistant is useless. It either suggests looking at websites that do not provide the information it says they do, or it crashes. For example, i tried the talk to human thing several times over the last two days but it always says to wait a minute and then there's an error message. I then tried calling the customer service. This start with an automated voice which starts at good audio quality which then starts breaking down as you progress further. I managed to get connected to a customer service agent but the audio quality was much worse then and they said they would call me back, but i need to give them my phone number. WHen i was giving them my phone number the call quality suddenly improved and they could hear it well (surprise surprise), but then I never received my call back. This happened to me twice yesterday, and to my partner as well, and we called from different parts of the country with perfect signal (5 bars of 5G). It seems designed to be unhelpful and make anything hard. Now I want to cancel my broadband before it's even activated (which means that the cooling off period is still active), but even for that I need to call customer service and that doesnt work since they seem to intentionally make the call quality bad and experience miserable. I was looking forward to sky but I will now definitely jump ship to any other provider with a reasonable customer service. So, how do i proceed if this customer service phone number doesnt even work and sky assistant is equally unhelpful? is there any other recourse?

Re: Bad experience with Customer Service and Sky Assistant - Cannot reschedule or cancel

Chrisee — Wed, 03 Jun 2026 11:12:36 GMT

@unhappy31 As you need hrlpnfrom Sky I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

My Post Has Been Escalated – What Happens Next on Sky Community

Re: Bad experience with Customer Service and Sky Assistant - Cannot reschedule or cancel

Jen_out_of_Jen — Wed, 03 Jun 2026 11:19:18 GMT

Hi @unhappy31 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141