Sky doesn't reply with a written reply to emails

[PatD007]

I've sent formal complaints to Sky about service and billing and I've made it perfectly clear that I wanted written replies but Sky insists on telephone calls.

I'm registered deaf and I find this a form of discrimination.

[Mark39]

Are you registered with Sky's Accessibility team?

[PatD007]

Hi Mark39,

Many thanks for your suggestions to date and for taking the time to try and help me.

I made it clear to Sky that I wanted a written reply to my email.

Sky doesn't appear to like putting things in writing.

Your mention of Sky's Accessibility team is the first I have heard of such a team. 

[caesarome · Accepted solution]

@PatD007 

You can register here:

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

[PatD007]

Hi caesarome,

Many thanks for taking the time to write to me and provide me with the information regarding the accessibility team at Sky.

I will contact them on Tuesday morning, the 26th of August 2025.

Once again, many thanks.

[PandJ2020]

You can post about your issues here for our feedback if you wish.

[Daniel0210]

@PandJ2020 

I think it refers to

https://helpforum.sky.com/t5/Account-Billing/Sky-Treating-Loyal-Customers-Like-Dirt/m-p/5065128#M265... 

[PatD007]

Here is an update. I've registered my hearing issues with Sky. I'm registered deaf. I've email Sky and emailed my account verification details as requested. I still haven't received a reply. My broadband speed has dropped like a stone and they say there's an issue with the line. It's been like that since June 2025. I'm just cracking up by the lack of a reply. 

[caesarome]

@PatD007 

For the line issue try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

[PatD007]

Many thanks. I've done all of that. Sky don't want to know. 

 

[caesarome]

@PatD007 

And have you now selected either "Let's take a look" or "Looks like a problem" ?

[PatD007]

Yes. I've done all of that. I've been with Sky for years so I know about the app. It looks like Sky customer service don't want to know. 

[caesarome]

---

@PatD007 wrote:

Yes. I've done all of that.

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And what happens ?

[PatD007]

Nothing. I've written to Sky and explained everything. Again, no response.

 I'm a VIP Gold customer.

[PatD007]

 As you can see the speed to the hub is poor.