topic Re: Shocking customer service in Account & Billing

Shocking customer service

Janey55 — Thu, 05 Mar 2026 20:04:29 GMT

What a nightmare I've just had with Sky customer service. 90 mins on the chat to be pushed from pillar to post, promised to be transferred, left waiting. Given to the wrong dept. Having to explain why I wanted to reduce my package only to be given endless questions about sky glass etc.

Re: Shocking customer service

caesarome — Thu, 05 Mar 2026 20:08:14 GMT

@Janey55

I would try again tomorrow or seeing if you can use the messaging that you can see via the Contact Us button under Downgrade here:

https://www.sky.com/help/articles/change-your-package-2

Re: Shocking customer service

Quaidy — Thu, 26 Mar 2026 21:12:40 GMT

My elderly Mum is having the same problem. It really is horrendous. She's got a no reception message on her screen. Sky sent an engineer out and he installed a Sky Q box ( this is after hours on the phone)

Engineer said fault is with landlord. Landlord says aerial is new / working for others in the flats so it's Sky's fault. She's now been given Sky Sports with the Q box - she's never watched sports in her life - and is worrying about the increased cost. She's in contract so is also worried about cancelling anything.

There is a cooling off period which I've explained she can invoke, which will entail another day on the phone. She's written them a letter trying to explain everything. They've replied saying they'd ring today but no one has.

I already find Sky very difficult to deal with, and don't mention the price rises. Everyone I know has dodgy sticks and watch everything for next to nothing.

We won't be renewing when out contract is up, but my Mum is elderly and this causes a huge amount of stress for her. Would be so much easier with a decent customer service

Re: Shocking customer service

Mark39 — Thu, 26 Mar 2026 21:22:19 GMT

@Quaidy wrote:

My elderly Mum is having the same problem. It really is horrendous. She's got a no reception message on her screen. Sky sent an engineer out and he installed a Sky Q box ( this is after hours on the phone)

Engineer said fault is with landlord. Landlord says aerial is new / working for others in the flats so it's Sky's fault. She's now been given Sky Sports with the Q box - she's never watched sports in her life - and is worrying about the increased cost. She's in contract so is also worried about cancelling anything.

There is a cooling off period which I've explained she can invoke, which will entail another day on the phone. She's written them a letter trying to explain everything. They've replied saying they'd ring today but no one has.

I already find Sky very difficult to deal with, and don't mention the price rises. Everyone I know has dodgy sticks and watch everything for next to nothing.

We won't be renewing when out contract is up, but my Mum is elderly and this causes a huge amount of stress for her. Would be so much easier with a decent customer service

Sky Q doesn't use an aerial. I'm wondering if the landlord was talking about the wrong equipment?

Yes, your mum has a 31 day 'no questions asked' cooling off period, so she's absolutely entitled to cancel.