topic Re: Awful sky customer service in Account & Billing

Awful sky customer service

Keith751 — Mon, 06 Apr 2026 12:22:55 GMT

So contact Sky to renew Sky ultimate subscription. I was moved to 3 different departments each apologise for being wrong department. 1 hour in I get the correct department, then half way through conversation I’m told sorry I have training, I
May be back to help in 30 minutes. 16 years with Sky means absolutely nothing. Worse service I’ve ever seen.

IMG_7067.jpeg

Re: Awful sky customer service

Daniel0210 — Mon, 06 Apr 2026 12:42:01 GMT

@Keith751

The agent actually said I'll reply as soon as I'm back not they may reply.

If your discounted minimum term has ended or its ending soon the best new discounts are still normally acquired by contacting Sky and negotiating or potentially amending your package which will require a new 24 month minimum term contract.

Significant discounts are harder to come by these days so if you’re offered something acceptable be prepared to agree to it there and then because if you decide to think about it the offer is unlikely to be available when you call back. Also remember you’re not a new Sky customer so don’t expect anything close to a new customer deal.

See this link…
https://www.sky.com/help/articles/change-your-package-2-t2#downgrade

If you decide it’s no longer value for money and you’re thinking of changing providers remember that at the end of their minimum term you'll be in the same position with that company at which point you'll be able to return to Sky and benefit from the new customer discounts available at that particular time.

Re: Awful sky customer service

Mark39 — Mon, 06 Apr 2026 12:41:37 GMT

@Keith751 I suspect the training event is mandatory. A delayed response during an online chat isn't unusual. I don't see any suggestion in the reply from Sky that they might (or might not) be back in 30 minutes. At least the adviser told you what to expect

Re: Awful sky customer service

splatto — Mon, 06 Apr 2026 13:16:23 GMT

I'm surprised anyone is attempting to defend this, absolutely dire. That said, most of the agents do urgently need training. 🙂

Re: Awful sky customer service

Daniel0210 — Mon, 06 Apr 2026 13:25:41 GMT

@splatto

They have to do it at sometime so a customer is always likely to be affected, but I do think it is a bit strange to do it on a Bank Holiday (if the image is a screenshot of a chat taking place today) where I would expect fewer agents to be working anyway.

Re: Awful sky customer service

Keith751 — Mon, 06 Apr 2026 13:32:41 GMT

It was today, it is real, I'm a professional person not a liar. It's very frustrating, I waisted over an hour having to sort this out. It still hasn't been resolved.

Re: Awful sky customer service

Daniel0210 — Mon, 06 Apr 2026 13:34:10 GMT

@Keith751

No one has called anyone else a liar on here.

Re: Awful sky customer service

Mark39 — Mon, 06 Apr 2026 13:40:32 GMT

@Keith751 best to call if you want an immediate response.

Re: Awful sky customer service

Me134 — Mon, 06 Apr 2026 14:19:00 GMT

@Keith751 wrote:
It was today, it is real, I'm a professional person not a liar. It's very frustrating, I waisted over an hour having to sort this out. It still hasn't been resolved.

Nobody said it wasn't real or that you were lying although you are incorrect in stating they said they "may be back" because that's plainly not right.

Are you still in a chat with them? If so, are you out of minimum term as that's the best leverage you'll have with them.

Re: Awful sky customer service

Anonymous — Mon, 06 Apr 2026 14:26:39 GMT

@Keith751 Is between said on here before but I will say it again

Your first couple of messages in your pic come across as very aggressive and a little hostile

The days of calling in and taking advantage of the Irish or Scottish call handlers are over

The gentlemen in India that run the show now will not accept it from what I gather and their level of help will likely be reflected in a customers attitude towards them as you've likely found out

Always be respectful when asking another person for help my friend, You'll find things will go much easier for you

Re: Awful sky customer service

TimmyBGood — Mon, 06 Apr 2026 17:54:51 GMT

@Daniel0210 wrote:

@splatto

They have to do it at sometime so a customer is always likely to be affected, but I do think it is a bit strange to do it on a Bank Holiday (if the image is a screenshot of a chat taking place today) where I would expect fewer agents to be working anyway.

'Easter Monday' wouldn't be a holiday of any description in some of the locations where Sky now has contact centres.

By a quirk of history it's not a designated national public holiday in Scotland, although I believe bank branches are closed to avoid their reconciliation mechanisms being out of step with the other three nations.

For younger readers, 'banks' were buildings where you could go to deposit and retrieve cash by speaking to a human.

For even younger readers, 'cash' is....

Re: Awful sky customer service

NickNewark — Tue, 07 Apr 2026 06:52:26 GMT

I've had some great conversations recently with Sky on livechat recently, most recently a new broadband package and a lower price, waived admin fees. To be honest it does depend on who you get sometimes. Personally I've found livechat easier and less stressful than calling in my last few interactions.

Re: Awful sky customer service

Me134 — Tue, 07 Apr 2026 08:12:26 GMT

@NickNewark wrote:
I've had some great conversations recently with Sky on livechat recently, most recently a new broadband package and a lower price, waived admin fees. To be honest it does depend on who you get sometimes. Personally I've found livechat easier and less stressful than calling in my last few interactions.

Agreed, I got a much better deal mid contract after the last price rise via live chat and he never even mentioned the "admin fee", I'd actually forgotten about it myself and it wasn't charged. As a previous post says, be polite and treat them as people you're talking to face to face. Ignorance and abuse will get you nowhere.

Re: Awful sky customer service

NickNewark — Tue, 07 Apr 2026 08:31:31 GMT

@Me134 To be honest there's clearly a drive to move people towards using liveChat etc, which suits me, I just make sure when I'm negotiating that I double check everything and take screen shots of offers etc.

the only issues I've had was over the phone negotiating my mobile contract earlier this year, which was horrendous and resulted in a complaint.