topic Re: Woeful Sky Customer Service in Broadband

Woeful Sky Customer Service

VivsterBB2 — Fri, 21 Aug 2026 10:55:03 GMT

Dreadful customer service we're receiving from Sky Broadband. After a couple of fruitless calls early in July about our very poor WiFi speds (10-15 Mps) Sky arranged for an Openreach Engineer to call on 11th July. Engineer came and tested system and declared the broadband was fine but the router was not. He called Sky from here on the 11th to request a replacement router be despatched. We were told that it'd be here by the 20th July latest. The 20th came but the router didn't. My husband spent an hour on the phone and online yesterday, firstly to cancel our outstanding order for full fibre and, secondly to expidite the new router to restore our existing wifi. We were told that the order would be cancelled yesterday evening (It's still live on Sky's system btw) and told that we'd receive a call at 09:30 today to resolve the missing router issue. Again this did not happen. My broadband contract is up in December. Considering the above, how likely do you think it is that Sky will be providing our broadband in January 27?

Re: Woeful Sky Customer Service

Chrisee — Fri, 21 Aug 2026 14:55:36 GMT

@VivsterBB2 you should raisexa formal complaint How to make a Sky complaint | Sky Help | Sky.com

Personally I never trust any promised call back although oddly Sky havecproved me wrong a few times. Openreach engineers often blame the Sky hub when they cannot sort an issue so they can get out of the door.

Re: Woeful Sky Customer Service

VivsterBB2 — Sat, 22 Aug 2026 15:11:44 GMT

Hi, I actually heard the conversation between the Openreach engineer and Sky. The told him they'd despatch a replacement that would reach us by the 20th August. As I said, it didn't arrive and still hasn't.

Re: Woeful Sky Customer Service

VivsterBB2 — Sat, 22 Aug 2026 15:14:18 GMT

BTW, I did raise a formal complaint.