topic Re: Formal Complaint in Account & Billing

Formal Complaint

GeorgeG2 — Tue, 18 Nov 2025 13:56:10 GMT

The service I am receiving is totally unacceptable. I am a VIP customer having been with Sky for over 25 years. Since adding Broadband to my package earlier this year (Feb 25), I have been apalled by the standards being applied to my support. The collective cost of my Sky package was increased to c£170pm before its delayed installation. Even worse, Sky has failed to achieve my Superfast speed guarantee at any point since its installation, and just as worryingly, we can't even get the Sky Q box onto the internet, due to reported regional outages. This implies that you commenced rollout in my area without having prepared properly, or that your Risk Management report was either inaccurate, or ignored. Either way, my business, my standard of living, and my payments are not delivering the quality of service that I am being forced to accept. Sort it now.

Re: Formal Complaint

Daniel0210 — Tue, 18 Nov 2025 13:59:13 GMT

@GeorgeG2
You aren’t communicating with Sky by posting on here. This is a customer ➡️ customer discussion forum where we try to help other Sky customers.

You can't make any complaint via the forum. See this link

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Formal Complaint

caesarome — Tue, 18 Nov 2025 13:58:36 GMT

@GeorgeG2

Sorry but we are customers of Sky here and not Sky support so this link explains how to register a complaint as you can do this via the email form:

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Formal Complaint

PandJ2020 — Tue, 18 Nov 2025 13:58:48 GMT

@GeorgeG2 wrote:
Sort it now.

You are not contacting Sky here - you are just telling other customers.

You need to log a formal complaint with Sky - they have 8 weeks to resolve it.

Re: Formal Complaint

TimmyBGood — Tue, 18 Nov 2025 16:51:31 GMT

@GeorgeG2 wrote:

This implies that you commenced rollout in my area without having prepared properly, or that your Risk Management report was either inaccurate, or ignored.

That's not how the wholesale internet business works: national ISPs offer connection based on Openreach information and predictions. Where this proves to be inaccurate and a quoted speed cannot be delivered they release the customer from any minimum term.