Poor customer service - lack of initiative

[Omam]

Hi,

Has anyone else noticed a real decline in Sky’s customer service?

I’m a long-standing customer with “Golden VIP” status, and for years the main reason I stayed — even with so many cheaper alternatives available — was the quality of support. Anytime I called, the agents were friendly, proactive, and genuinely committed to resolving an issue.

This year, when my contract expired, the experience was completely different. I contacted customer service several times to discuss a renewal, and each interaction felt dismissive. After speaking with four agents across different departments, it was clear that there was little interest in retaining my business.

During those calls, I learned that the customer service team I reached is now based in India. There’s nothing wrong with support being handled internationally — plenty of companies do it well — but the shift is noticeable. The problem isn’t the location; it’s the lack of training, consistency, and customer-care standards that Sky previously delivered so well.

Right now, the service feels disconnected from what long-term customers have come to expect. I genuinely hope senior management reviews what’s happening, because the difference compared with the former UK/Ireland support teams is hard to ignore.

I’m completely disappointed with the current level of service, and I’d be interested to know if others are experiencing the same.

[MightyQuinn · Accepted solution]

Hi @Omam   It is unlikely that Sky will see your post, I would contact them directly by registering a formal Complaint.

[Omam]

Hi @MightyQuinn, I already submitted a complaint form and also sent an email 5 days ago. I am yet to get a response from them.

[Daniel0210]

@Omam 

So you seem to be making two points…

1 ~ you are struggling to get an acceptable new discounted deal when trying to renew

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 customer so don’t expect anything close to a new customer rate.

If you decide it’s no longer value for money and you’re thinking of changing providers remember that in 18/24 months time 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.

2 ~ Call Centre staff being based overseas

Sky still have agents based in the UK and all calls go through to the next available agent whether they be based here or overseas (including I believe Bulgaria, India and South Africa). As you say, a lot of providers do this. Sky are unlikely to change their policy on this in the short term.