Bill/Support

[xHarry94]

Hi Everyone,

I need to vent, and I doubt I'm the only one fed up with Sky right now. I've got Sky+ and Sky Broadband, and I'm dealing with issue after issue with zero resolution.

Every time I call "support" it's a 1.5 hour ordeal, and at the end of it, nothing gets sorted. There's no option for UK-based support - I live in the UK and can't get help from someone who understands the account properly, and I keep having to repeat myself call after call with no real progress.

On top of that, the billing has been a joke. A few months back I was offered an upgrade from copper to fibre on the phone - I was told it would go from £33/150mbs to £33.50/300mbs. A 50p increase. That's what was promised, more than once, by their own staff.

Here's what's actually happened to my bill:

Jan–Mar 2026: £30
Apr–May 2026: £33
Upcoming bill: an estimated £89.86, then settling at £49.50/month going forward

So instead of the 50p increase I was promised, my bill has gone up by roughly £16-20 a month, and the first bill under the new pricing is nearly £90. Turns out my discounts (a £3 in-contract discount and a £16 subscription discount) were quietly set to expire right as the "upgrade" kicked in, so the moment those drop off, I'm paying nearly double what I was quoted on the phone. No one mentioned this at the time. This isn't a system error, it's an upgrade sold to me as basically free that has turned into a massive price hike, with zero warning.

This is exactly the kind of no-real-service, extra-payments-without-a-reason experience that's becoming the norm with this company. You get upsold on a call, given a rosy number, and then the actual bill has nothing to do with what was promised.

The only reason I haven't cancelled today is that I'm locked into a contract until 2028. If I could walk away right now, I would, without a second thought.

Bottom line: I've completely lost trust in this company. I would never recommend Sky to anyone looking for a provider that actually values its customers. Save yourself the headache and look elsewhere.

Best Hope,
Harry

[2muchTV]

@xHarry94 "... Turns out my discounts (a £3 in-contract discount and a £16 subscription discount) were quietly set to expire right as the "upgrade" kicked in, so the moment those drop off, I'm paying nearly double what I was quoted on the phone. No one mentioned this at the time. This isn't a system error, it's an upgrade sold to me as basically free that has turned into a massive price hike, with zero warning...."

I suspect this subscription discount ending is part of the price rises.

As to subscription discounts being quietly set to expire.... I cannot recall Sky ever setting off sirens & flashing lights when my discounts were ending but I put the end dates in an online calendar to remind me to either cancel Sky or renegotiate.

With FTTP broadband you now have many options for streaming TV entertainment and having a Sky dish you can watch and record a number of live TV channels eg BBC, ITV etc. 

Best of luck 

[Me134]

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@xHarry94 wrote:

Hi Everyone,

I need to vent, and I doubt I'm the only one fed up with Sky right now. I've got Sky+ and Sky Broadband, and I'm dealing with issue after issue with zero resolution.

Every time I call "support" it's a 1.5 hour ordeal, and at the end of it, nothing gets sorted. There's no option for UK-based support - I live in the UK and can't get help from someone who understands the account properly, and I keep having to repeat myself call after call with no real progress.

On top of that, the billing has been a joke. A few months back I was offered an upgrade from copper to fibre on the phone - I was told it would go from £33/150mbs to £33.50/300mbs. A 50p increase. That's what was promised, more than once, by their own staff.

Here's what's actually happened to my bill:

Jan–Mar 2026: £30
Apr–May 2026: £33
Upcoming bill: an estimated £89.86, then settling at £49.50/month going forward

So instead of the 50p increase I was promised, my bill has gone up by roughly £16-20 a month, and the first bill under the new pricing is nearly £90. Turns out my discounts (a £3 in-contract discount and a £16 subscription discount) were quietly set to expire right as the "upgrade" kicked in, so the moment those drop off, I'm paying nearly double what I was quoted on the phone. No one mentioned this at the time. This isn't a system error, it's an upgrade sold to me as basically free that has turned into a massive price hike, with zero warning.

This is exactly the kind of no-real-service, extra-payments-without-a-reason experience that's becoming the norm with this company. You get upsold on a call, given a rosy number, and then the actual bill has nothing to do with what was promised.

The only reason I haven't cancelled today is that I'm locked into a contract until 2028. If I could walk away right now, I would, without a second thought.

Bottom line: I've completely lost trust in this company. I would never recommend Sky to anyone looking for a provider that actually values its customers. Save yourself the headache and look elsewhere.

Best Hope,
Harry

---

That does look like you've not understood your bill given the information you've posted? The BB and TV aren't linked, is the £49.50 figure not presumably the combined BB & TV bill?

The March to April £3 rise is the increase on the BB, if you had TV at that time you'd have had a similar rise.

Were you on ADSL copper as 150Mbps is full fibre (FTTP), not an over copper BB service?

As Sky charge in advance the £89.86 fee should show  as multiple charges for different dates, it can be dizzying trying to follow it though.

Check your future bills and anything subject to minimum term will have an end date on it, anything that doesn't is usually just subject to 31 days notice for cancellation purposes.

If the TV is out of minimum term then you can renegotiate that now.

[TimmyBGood]

@xHarry94 

The 'no additional cost' upgrade offer specifically states that the price won't change for the remainder of the current minimum contract term (at the point of switching product)

https://www.sky.com/help/articles/full-fibre-broadband-at-no-extra-cost 

If your contract is now until through 2028, that strongly suggests the minimum term when you switched had very little time left to run.

 

Personally I'd suggest the appropriate challenge to this is that's it's distinctly ambiguous on pricing.

The higher first bill is because that one contains the increased amount for the days in the preceding part month in addition to the next full one.

[DaveDrizen]

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@xHarry94 wrote:

Hi Everyone,

I need to vent, and I doubt I'm the only one fed up with Sky right now. I've got Sky+ and Sky Broadband, and I'm dealing with issue after issue with zero resolution.

Every time I call "support" it's a 1.5 hour ordeal, and at the end of it, nothing gets sorted. There's no option for UK-based support - I live in the UK and can't get help from someone who understands the account properly, and I keep having to repeat myself call after call with no real progress.

On top of that, the billing has been a joke. A few months back I was offered an upgrade from copper to fibre on the phone - I was told it would go from £33/150mbs to £33.50/300mbs. A 50p increase. That's what was promised, more than once, by their own staff.

Here's what's actually happened to my bill:

Jan–Mar 2026: £30
Apr–May 2026: £33
Upcoming bill: an estimated £89.86, then settling at £49.50/month going forward

So instead of the 50p increase I was promised, my bill has gone up by roughly £16-20 a month, and the first bill under the new pricing is nearly £90. Turns out my discounts (a £3 in-contract discount and a £16 subscription discount) were quietly set to expire right as the "upgrade" kicked in, so the moment those drop off, I'm paying nearly double what I was quoted on the phone. No one mentioned this at the time. This isn't a system error, it's an upgrade sold to me as basically free that has turned into a massive price hike, with zero warning.

This is exactly the kind of no-real-service, extra-payments-without-a-reason experience that's becoming the norm with this company. You get upsold on a call, given a rosy number, and then the actual bill has nothing to do with what was promised.

The only reason I haven't cancelled today is that I'm locked into a contract until 2028. If I could walk away right now, I would, without a second thought.

Bottom line: I've completely lost trust in this company. I would never recommend Sky to anyone looking for a provider that actually values its customers. Save yourself the headache and look elsewhere.

Best Hope,
Harry

---

If you have. Started a new minimum term and you are still in your first month there should be cooling off period where you can change your mind and cancel or revert back to what you before, this should have been explained in the confirmation c email that you should received when you excepted the offer.

[IntVic]

I don't post much on these forums, but I will have a read once in a while, and what ever amazes me is the lack of due diligence of customers not reading terms and conditions but evidently ticking that they have and financial illiteracy.  And no I do not always readthe terms and conditions in an online agreement, and I've paid the price for it. 

Sky bills are not the easiest to understand, but I got my head around them.

[TimmyBGood]

@IntVic 

In this case the complication is that Sky prominently advertises the move to FTTP as having 'no additional cost' without necessarily making it clear enough that this is only for the remaining period of the minimum contract term (if any) at the point the switch takes place: after that the regular FTTP price applies, which could well be a considerable increase on the previous discounted FTTC.

[DaveDrizen]

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@IntVic wrote:

I don't post much on these forums, but I will have a read once in a while, and what ever amazes me is the lack of due diligence of customers not reading terms and conditions but evidently ticking that they have and financial illiteracy.  And no I do not always readthe terms and conditions in an online agreement, and I've paid the price for it. 

Sky bills are not the easiest to understand, but I got my head around them.

---

I quite agree if the subscribe only look at there bill it shows quit clearly all itemised ,its price, the discounts and when they will end and probably as in this case if there were multiple discounts for a item for different date periods in that minium term that also clearly displayed And as also said what was promised was only for the rest of that term. I am sure there was no mention that he would get that price after that minium term ended  and a new minium term was offered . Just like new customers that get incredibly good loss making  discounts when they join, those discounts are only available for the period of that term. Once that has ended there is no guarantee they will continue infact normally the reverse when a new term is offered,  and real compeadative price take affect the subscription it usually a lot higher than what they were given to as a encouragement them to join and probably cames at a bit of a shock to many,

[xHarry94]

@2muchTV @TimmyBGood @DaveDrizen @IntVic - appreciate everyone actually engaging, genuinely.

A few quick clarifications since some of you are giving Sky the benefit of the doubt:

This was never about failing to track discount end dates. I was verbally quoted £33.50 for the upgrade, more than once, by Sky's own staff. What actually showed up in the confirmation email and first bill was £49.50 - for Full Fibre 300.

@2muchTV - fair point that discounts ending drives price rises generally, but compare it to what Sky is advertising to brand new customers right now: 900mbps for £47, 500mbps for £44. I was about to be charged £49.50 for 300mbps. That's not a discount lapsing, that's an existing customer paying more than a new one for a worse package.

Worth adding some context too: as a 2-year customer my old plan was £52 list price, with a -£3 in-contract discount and a -£16 subscription discount, bringing me to £33/month. When I agreed to a brand new 24-month contract as part of this "upgrade," I'd expect at least a comparable discount to be applied again, not to lose it entirely and land on a higher net price than I started with. Agreeing to a new minimum term should come with something in return, not less than what I already had.

@TimmyBGood - you might be right about the "price held for remaining term" logic, and thanks for the link, but that's exactly the issue: it was never explained on the call, and the confirmation email doesn't spell it out either. If it takes a superuser digging through help articles to explain my own bill, that's a Sky communication failure, not something I should've caught myself.

@DaveDrizen - good shout on the cooling-off period, I'll be checking that.

@IntVic - I do read my bills, that's exactly how I caught this. This was never a T&C I skipped over, it's a verbal quote that didn't match what got charged.

On top of the pricing mess, the WiFi Max hub itself has been a joke in my flat - I get zero signal in my own room, which is one wall (20cm) and about 2 metres from the hub. So on top of paying more for less, the "upgraded" hardware I'm paying for doesn't even cover my own bedroom.

Only reason I've calmed down at all is I've now got it corrected to £33 for 500mbps, after a second long complaints call. But it took a formal complaint and hours on the phone to fix something that should've been quoted right the first time. That's the actual problem here, not a lack of due diligence on my end.

Honestly, after all this, I'm starting to think Starlink might be worth looking into over sticking with any of these ISPs.

Harry

[TimmyBGood]

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@xHarry94 wrote:

@TimmyBGood - you might be right about the "price held for remaining term" logic, and thanks for the link, but that's exactly the issue: it was never explained on the call, and the confirmation email doesn't spell it out either. If it takes a superuser digging through help articles to explain my own bill, that's a Sky communication failure, not something I should've caught myself.

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I agree: Sky is sometimes willfully bad at such things.

[2muchTV]

@xHarry94 I think you have raised some interesting points that have been worth discussing. 

While I found Sky billing a bit confusing to get my head around, one of the main reasons I was pleased to leave Sky was my intense dislike of the end of discount haggling to get a new decent deal as well as the 18/24 month contracts. Much  happier with Sky's Now TV, simple to understand billing, can pay with AmEx (helps with free BA flights), no long contracts, no telephone calls to haggle and much cheaper price.

As for broadband, I'm so lucky that an alt-net ISP (Digi) has just started service in my area for £15 pm on a 30 day contract for 1Gbps service. Been using it for 1 month now and it has been solid... I think I'm going to cease  my Openreach broadband when my 12 month contract with Aquiss is up in November.