topic Re: Terrible customer service in Sky Q

Terrible customer service

Mo12345 — Tue, 09 Jun 2026 14:30:29 GMT

I was supposed to have my sky tv and broadband fitted last week the wifi was connected but the tv technician cancelled. After being on the phone to sky for 1hr 30min nobody had any answers to why and when they would be able to rebook this. I raised a complaint. This left us with no tv as virgin only works with virgin broadband. I had also taken a day holiday to be home for this appointment. I then get a call from sky they had no idea I had already been on the phone saying they are cancelling the appointment and will be coming the next day I can’t do that it could be a week. I had to arrange to have another day off. The next day they rang again and said they will add £25 to the account as they missed the appointment same as what they would charge me if I missed it. I ask what they would do as I had to take more time off work and was left we to tv service she offered £10. Which I find insulting. Three calls later Qatya calls said she is a manager said take the £10 or take it further, that’s all I will offer. I said no so now they are sending me an email to say it’s deadlock. Skys customer service is awful they ask you to hold and just pass around all different departments so they don’t have to deal with the issue. The last lady called herself a manager but had to put me on hold to ask someone else questions so not sure she is. Looks like l will be going back to Virgin. Customer service is the worse I have ever had to deal with. Sky terrible after care.

Re: Terrible customer service

Mark39 — Tue, 09 Jun 2026 14:52:19 GMT

@Mo12345 I think I'd have taken the £10. I doubt they're obliged to offer you anything for loss of earnings (if that's what you're claiming).

Re: Terrible customer service

Mo12345 — Tue, 09 Jun 2026 15:27:23 GMT

No I'm upset with the way the whole issue was handled. They just put you on hold and past you on to the next department because no one wants to deal with your issues and the so called manager was so rude. So a good will gesture would of been nice but then they will just keep on doing this to customers and then fog them off with £10. I don't think that's right.

Re: Terrible customer service

Mark39 — Tue, 09 Jun 2026 16:15:06 GMT

@Mo12345 wrote:

They just put you on hold and past you on to the next department because no one wants to deal with your issues...

I suspect it's a case of not empowered to, rather than not wanted to.

Re: Terrible customer service

DaveDrizen — Tue, 09 Jun 2026 17:41:42 GMT

@Mo12345 wrote:
I was supposed to have my sky tv and broadband fitted last week the wifi was connected but the tv technician cancelled. After being on the phone to sky for 1hr 30min nobody had any answers to why and when they would be able to rebook this. I raised a complaint. This left us with no tv as virgin only works with virgin broadband. I had also taken a day holiday to be home for this appointment. I then get a call from sky they had no idea I had already been on the phone saying they are cancelling the appointment and will be coming the next day I can’t do that it could be a week. I had to arrange to have another day off. The next day they rang again and said they will add £25 to the account as they missed the appointment same as what they would charge me if I missed it. I ask what they would do as I had to take more time off work and was left we to tv service she offered £10. Which I find insulting. Three calls later Qatya calls said she is a manager said take the £10 or take it further, that’s all I will offer. I said no so now they are sending me an email to say it’s deadlock. Skys customer service is awful they ask you to hold and just pass around all different departments so they don’t have to deal with the issue. The last lady called herself a manager but had to put me on hold to ask someone else questions so not sure she is. Looks like l will be going back to Virgin. Customer service is the worse I have ever had to deal with. Sky terrible after care.

I don't blame you for going back to virgin I presume you will have tv with them as well as broadband. Why put up with such outrageous service from Sky. Sky can not just cancel the appointment like that and then tell you there coming tomorrow and expect you to either accept it or pay a fee as in you case tomorrow may not be convenient for you specially as your case you have got to arrange another time off work having already lost a day due to them. Under the circumstances a reasonable responce from a reputable company that wants your custom should be o.k appogise for the cancellation today and "what day would be suitable for you" I gather you are a new customer in such a case not a good experience to start and what will there service be like as exsisting customer. If that was me and I was new customer from that experience I would also not want any more to do with them. They have not been able provided with you with service yet and still in your cooling off period anyway, therefore I don't think they can hold you to any contract, in that case just tell them " goodbye"