topic Re: Terrible customer service in Account & Billing

Terrible customer service

TomC16 — Wed, 12 Aug 2026 14:03:33 GMT

If you are thinking of joining Sky - don't. I've been a Sky customer for over 20 years - a so called diamond VIP customer. They recently tried to charge me £340 for equipment they said I hadn’t returned when in fact it had been. I had to do all the chasing for them discover they had a system issue and in fact they then owed me £27. I asked for some compensation for the time and significant trouble they had caused me - their decision was zero compensation was fair. A horrible, anti customer business I will do my best to part company with as soon as I possible can.

Re: Terrible customer service

GD1 — Wed, 12 Aug 2026 14:09:54 GMT

@TomC16 You're posting in a customer helps customer community where existing customers come for help and you're telling us not to sign up? I think you're a tad late.

If you've had issues telling other people not to sign up won't resolve them, most people will see past your gripes and decidefor themselves and continue to sign up.

Re: Terrible customer service

TomC16 — Wed, 12 Aug 2026 14:27:46 GMT

As I said - people renew and have to commit further spending to Sky on a regular basis. They should know the type of business they are dealing with as well as new customers. My review has also been posted on Trustpilot for new customers. Please also stop deleting my responses like a good bot.

Re: Terrible customer service

GD1 — Wed, 12 Aug 2026 14:36:29 GMT

@TomC16 There are no Bots on the community we are customers like you.

Re: Terrible customer service

TomC16 — Wed, 12 Aug 2026 14:39:50 GMT

If you say so

Re: Terrible customer service

Daniel0210 — Wed, 12 Aug 2026 14:43:43 GMT

@TomC16

There are automatic filters that can snaffle posts that may have content that breaches the forum rules. Any such posts are examined by staff and either returned to the thread or moderated and returned to the thread or completely removed.

Re: Terrible customer service

2muchTV — Wed, 12 Aug 2026 14:48:53 GMT

@GD1 wrote:
@TomC16 There are no Bots on the community we are customers like you.

.... or in my case an ex-Sky customer (of sorts). I subscribe to NOW which is owned by Sky and am happy with it.

My interest was piqued to have a look at Trustpilot and of the 29K reviews, 72% are 1 star 😱

I suspect, like me, very few of Sky's 6 million broadband customers looked for or made a decision based on their low score.

Re: Terrible customer service

PandJ2020 — Wed, 12 Aug 2026 15:22:37 GMT

@2muchTV wrote:
My interest was piqued to have a look at Trustpilot and of the 29K reviews, 72% are 1 star 😱

Most large companies often have a poor score on TP as it's used for attention-seeking complainers only...

Re: Terrible customer service

TomC16 — Wed, 12 Aug 2026 15:53:16 GMT

To generalise that 'most large companies have a bad score' is not true unless you have the numbers to back it up. I use Trustpilot regularly to get a relative feel for a compnay's worth. Many other large companies have much better scores than Sky. I have been a Sky customer for well over 20 years and their current customer care is at its lowest level I have experienced in all that time. They wrongly tried to collect £340, they used then incorrect address to send details to, they point blank refused to beleive anything I said and ultimately wasted hours of my time trying to sort it out. They are a very poor performing company and many people are experiencing these low levels of customer service.

Re: Terrible customer service

daveNOS — Wed, 12 Aug 2026 16:18:47 GMT

@PandJ2020 wrote:
😱Most large companies often have a poor score on TP as it's used for attention-seeking complainers only...

@PandJ2020 While there will undoutably be those who do leave poor reviews for attention to say it's only attention-seeking complainers is ridiculous, and completely dismissive of the genuine poor reviews that many companies rightfully receive.

Sky's customer service at times is woeful, I occasionally have to contact customer support for elderly relatives and elderly neighbours and recently(last 12 months) the service leaves alot to be desired, the majority of agents I've spoken to have no interest in helping and seem to have been trained to upsell no matter the nature of the call or the objection of the customer. Most if not all issues have had to be sorted by either myself or other relatives and friends as the support simply wasn't offered or actioned by the agents.

It's why I won't return as a customer at any cost right now.

Re: Terrible customer service

PandJ2020 — Wed, 12 Aug 2026 16:24:24 GMT

If you say so 😉

Re: Terrible customer service

daveNOS — Wed, 12 Aug 2026 17:51:17 GMT

@PandJ2020 wrote:
If you say so 😉

@PandJ2020 Who exactly is that aimed at? If it's me, then I do say so.

Re: Terrible customer service

TomC16 — Wed, 12 Aug 2026 18:09:31 GMT

We do say so - and back up with facts rather than generalised comments that are opinion based and hold no substance or value. If you've got nothing of any substance to say - stay out of the conversation.

Re: Terrible customer service

Sharcuk — Wed, 12 Aug 2026 19:47:23 GMT

@PandJ2020 wrote:
Most large companies often have a poor score on TP as it's used for attention-seeking complainers only...

@TomC16 Interestingly your two contributions to Trustpilot appear both appear to be 1 star reviews. QED?

Re: Terrible customer service

KevNewMedia — Thu, 13 Aug 2026 07:08:22 GMT

Hi Everyone

We welcome healthy debate from all angles; however, let's be mindful of the Community Guidelines

@TomC16 I'm sorry to hear about your experience. Should you wish to make a complaint, you can follow the steps here.

Re: Terrible customer service

TomC16 — Thu, 13 Aug 2026 07:57:11 GMT

I've been though the complaint process. Despite being harassed for money I didn't owe and actually being owed money by Sky, and wasting my valuable time plus breaking GDPR guidelines by using someone else's address to contact me - apparently zero compensation is due. So I will now be taking it up with CISAS

Re: Terrible customer service

TomC16 — Thu, 13 Aug 2026 08:02:31 GMT

Because after the first review I was then offered compensation immediately proving how effective it is. FYI - on my complaint I gave huge praise, via their username , to the individual who actually listened to me and found the glitch in the Sky system that was causing their error. Hopefully Sky did the right thing and gave her some recognition but none of that changes the fact they wrongly accused me of owing them money when they owed me, they wasted my valuable time, broke GDPR rules and were downright rude and ignorant to me despite being a so called diamond VIP customer.