Anyone had a similar customer experience?

Jess610 — Wed, 28 Jan 2026 21:13:46 GMT

First time taking up the TV and Broadband package, and what a disappointment Sky customer service is! When I called initially I was offered a great deal which I accepted, but they set up my broadband account incorrectly (it should have been a new connection due to fibre being installed but instead they did it as a switch which meant my order got cancelled, they themselves did not flag this even though it would have been obvious from their side!). When I called back to check everything was ok, another person explained that they had to set up broadband separately and the system wouldn't allow them to put in the original price I was offered but they would ensure it was honoured.

2 weeks down the road I have been charged / paid installation costs which were meant to be waived and I have been billed incorrectly (future bills are showing the incorrect amount, I should be in credit due to the overpayment!). Despite 2 further calls to try and rectify it is like Groundhog Day! I've had one person assure me it was in hand and would be resolved by a manager, then fast forward to today, the person I spoke to seemed to have no knowledge of my prior contacts despite me spending 15 min on hold whilst they read everything, then they tried to offer me a different price but not the original price!

I've said that I want the original price I was offered (I have this in writing) and to be reimbursed for the set up costs that I wasn't meant to be charged.

Do I keep my fingers crossed and wait this out? Are you meant to receive updates on the case resolution process? How long does this normally take?

I have zero confidence in anyone I speak to!

Re: Anyone had a similar customer experience?

Jason- — Thu, 29 Jan 2026 08:54:11 GMT

Good Morning @Jess610, 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

topic Re: Anyone had a similar customer experience? in Account & Billing

Anyone had a similar customer experience?

Re: Anyone had a similar customer experience?