topic Lies,incompetence and yet more appalling customer service in Account & Billing

Unbelievable poor Customer service

jasong99 — Mon, 08 Jun 2026 09:35:21 GMT

I am struggling to find someone at sky, either via chat, complaint form or telephone, that is able to sort out a simple upgrade request. From cancelled installation appointments to installation team given incorrect addresses to failed agreed call back dates. The endless catalogue of incompetent and contradictory advisors is an embarrassment to sky. I am ready to cancel my planned/unplanned/re-planned order. You would think that a company as established as sky would offer up someone of authority in making final decisions regarding my wanting to actually pay an increased monthly fee, and contact me, to put this ludicrous saga to bed.

Re: Unbelievable poor Customer service

NickNewark — Mon, 08 Jun 2026 09:46:15 GMT

@jasong99 I have escalated your post to the Sky Community Messaging Team.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Unbelievable poor Customer service

J_ham — Mon, 08 Jun 2026 16:36:08 GMT

Thanks @NickNewark for escalating this. We’ve sent @jasong99 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Lies,incompetence and yet more appalling customer service

jasong99 — Fri, 12 Jun 2026 12:33:24 GMT

Chose account and billing, but this involves customer service, tv, broadband and home move, issues. May I apologise if this post has already been read somewhere, but I have been passed around like a hot potato, spoken to so many advisors on different departments and by different communication methods, with so many failures, that as the following post mentions, I am no further forward with my issues and I don't know how, where or who to turn to to sort this pantomime out. Sky, you have my email address and my phone number.. After being lied to and let down again, by sky, I really do not know where to turn. If this message could be passed onto sky I would like to let them know that due to numerous failures to contact me via scheduled call backs, constant promises and lies, incompetent advisors, the initial reason for contact has still not been addressed. So, I requested a change of address, a tv upgrade to sky q and a subscription and installation to sky broadband, I now wish to cancel all orders agreed initially for the aforementioned upgrades. I could go on, but as a long time paying customer who was only looking to extend and increase the services in my home, from sky, I feel ignored, overlooked, insulted, and taken for granted. I could go on, but as nobody cares at sky, what's the point!

Re: Lies,incompetence and yet more appalling customer service

Mark39 — Fri, 12 Jun 2026 12:35:40 GMT

@jasong99 what happened with the chat that was arranged for you?

Re: Lies,incompetence and yet more appalling customer service

Mark39 — Fri, 12 Jun 2026 12:56:33 GMT

@jasong99 I have your private message, but please reply in the forum so that others can try to help. What did the adviser actually suggest, or recommend, or say was going to be done (as customers, we're not privy to the conversation)?

Re: Unbelievable poor Customer service

jasong99 — Fri, 12 Jun 2026 13:44:56 GMT

Just went round in circles. Apparently they could not deal with all items in one department. Suggested home move, to change address. With address being incorrect, nothing could be planned until it was changed. Spoke to home move, who hopefully, after now having new details will change address. They also told me I had a call back scheduled for next day. It did not happen. That is 3 times now. My address on account still remains incorrect. I don't know how many days it takes. I don't know if my broadband connection date has been cancelled or if I will be contacted to reschedule after change of address. Sky q box delivery and installation date came and went. Assume I that also because of change of address pending. All I wanted was clarity not passed from pillar to post, having to give security details again and again. Being told this advisor would deal with everything then being transferred. After trying for 1 week now, every day, to find a definite answer, all I want to do now is cancel all planned upgrades. Really can't be bothered to go through this again and again and again. I just need sky, now, to cancel planned upgrades and confirm so I can at least go grovelling back to my original broadband provider before they cut off my service as sky has already been in touch with them. Training is obviously needed as heaven knows why my order was taken and scheduled in first place. Departments clearly do not communicate with each other otherwise I would not have to repeat saga every time. All of my conversations will be able to be viewed or phone conversations listened to so every advisor who is dealing with this case, should be familiar with history before contact is made and "how can I help you today " is not the greeting I receive.

Re: Unbelievable poor Customer service

Mark39 — Fri, 12 Jun 2026 14:18:50 GMT

@jasong99 wrote:

After trying for 1 week now, every day, to find a definite answer, all I want to do now is cancel all planned upgrades. Really can't be bothered to go through this again and again and again. I just need sky, now, to cancel planned upgrades and confirm so I can at least go grovelling back to my original broadband provider before they cut off my service as sky has already been in touch with them.

@jasong99 if you've settled on that, give them another call (sorry) and tell them that's what you want to do. As you've indicated there's no need to re-raise the issues which might result in another round of frustration.

The alternative is to raise a formal complaint: https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Unbelievable poor Customer service

jasong99 — Fri, 12 Jun 2026 14:26:58 GMT

Thanks mark39, I have mentioned on here and advised the operator I most recently spoke to of my decision. However this is the one that told me I had a call back scheduled as it had been escalated, which never happened. So no confirmation of my request or clarification or answers. So, im sure you can see why I am not playing anymore and I thoroughly believe the ball is now firmly in their court.