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[Ankit732]

Extremely Poor Service & Dishonest Support Team

I have completely lost trust in Sky due to my recent experience with their customer service. I booked an engineer appointment for March 27th (8 AM - 1 PM) to fix my broadband issue. I specifically told their agent, Julie, that I work 9 AM - 6 PM, but I would delay my start to wait for the engineer. She assured me this was noted, and I was booked for an early slot.

By 10 AM, no engineer had arrived. When I called, a representative assured me that if the engineer didn’t show by 11 AM, I wouldn’t be charged the £25 fee. However, my call was suddenly transferred to Max, who denied that such an email could be sent. The level of dishonesty and inconsistency is shocking!

Sky has not only failed to resolve my internet issue, but they are also trying to charge customers for a problem on their end. I have now decided to cancel my subscription due to their unreliable service, false assurances, and lack of accountability.

[Removed]

Moderator note: Removed campaigning and unfounded allegations.

[GD1]

@Ankit732  You can raise a complaint through the routes here https://www.sky.com/help/articles/how-to-make-a-complaint

[jamesn123]

@Ankit732 The timeslot is 8am - 1pm, I am not sure why they would tell you that if the engineer doesnt turn up by 11am then you wouldnt be charged a fee because thats not true. What is the £25 fee anyway? Engineer visits should be free.

If the engineer does not arrive by 1pm then you would be eligible for the £30.49 appointment cancellation compensation as detailed in this article https://www.sky.com/help/articles/auto-compensation 

[Ankit732]

Hi James,

I’m really frustrated with how this situation has been handled. I was completely misled by the agent from the start. I was told I needed to stay home for the engineer appointment as the issue was inside my house. Based on this, I had to take a day off work and have been waiting since the morning—only to receive a call 30 minutes ago from the engineer saying that a home visit was never even necessary.

I don’t understand why this appointment was booked in the first place. My time has been completely wasted, my internet issue is still unresolved, and to top it off, the customer support team was incredibly rude, making the experience even worse.

Now, who is taking accountability for this? The house visit was cancelled by your Openreach technician, not by me. If I had missed the appointment, I would have been charged a £25 penalty as per Sky’s last email—so will I now receive compensation for my wasted time?

At this point, I no longer want to continue with Sky. Please cancel all my subscriptions and process my compensation refund as soon as possible.

Looking forward to your urgent response.

[Daniel0210]

@Ankit732 
If you’re not already aware this is a customer helps customer forum and you aren’t contacting Sky Customer Services.

See post 2 for how to make a complaint. You can't cancel a subscription via the forum either. 

[jamesn123]

@Ankit732 

I dont work for Sky, but in answer to your question, if no engineer turned up before 1pm then you should be entitled to the £30.49 compensation as detailed in the link I mentioned earlier.

As for cancelling, if thats the way you want to go you'll need to call Sky customer services.

[Taylorgal]

I am totally disgusted with the way Sky have treat me, treat me [removed] no way to treat your loyal customers, put your bill up by 48% take your money without informing you it is going up especially the way the economy is and then basically say it is your fault and not prepared to even listen to you.

[removed] for me now I will start to look for a new provider,[removed]

Moderator Actions: removed inappropriate comments 

[Daniel0210]

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@Taylorgal wrote:

put your bill up by 48% take your money without informing you it is going up especially the way the economy is and then basically say it is your fault and not prepared to even listen to you.

[removed] for me now I will start to look for a new provider,[removed]

Moderator Actions: removed inappropriate comments 

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@Taylorgal 
If you haven’t recently changed your subscription, prices go up for either the annual price increase (April in the UK), when your discounts have ended, or a combination of the two.

Sky will have told you the date any discount was ending when you took it out so if it has ended you’ll be paying the full undiscounted price.

Perhaps compare a previous bill to your latest bill and see where the amounts differ
www.sky.com/bill.

[Taylorgal]

Sorry, but I feel it is easy all sky have to do is inform its customers 30 days by email when the contract is due to end, they do itwiyh broadband, and mobiles but not TV, [Removed]

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[Taylorgal]

I feel very strongly about my complaint, that why should I pay a 48% increase in charges for the last 6 months and I find it very disgusting and repulsive that Sky feel it is acceptable [Removed]

1, YOU SEND A TEXT AND EMAIL TO SKY MOBILE AND SKY BROADBAND CUSTOMERS 30 DAYS BEFORE THEIR CONTRACT IS UP.

2, YOU DONT TELL SKY TV CUSTOMERS WHEN THEIR CONTRACT RUNS OUT [Removed]

[Removed]

I have been a loyal customer to SKY TV and SKY Broadband even when our broadband service was so diabolical we had no service and intermittent service over the last 4 years.

I hope you will take this complaint in the matter of what it deserves, and hope to hear from you very, very soon.

Moderator notes: Removed various sections that contained unfounded allegations. 

[PandJ2020]

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@Taylorgal wrote:

I hope you will take this complaint in the matter of what it deserves, and hope to hear from you very, very soon.

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We're other customers here.  Do you have a question?

[Anonymous]

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@Taylorgal wrote:

I feel very strongly about my complaint, that why should I pay a 48% increase in charges for the last 6 months and I find it very disgusting and repulsive that Sky feel it is acceptable [Removed]

1, YOU SEND A TEXT AND EMAIL TO SKY MOBILE AND SKY BROADBAND CUSTOMERS 30 DAYS BEFORE THEIR CONTRACT IS UP.

2, YOU DONT TELL SKY TV CUSTOMERS WHEN THEIR CONTRACT RUNS OUT [Removed]

[Removed]

I have been a loyal customer to SKY TV and SKY Broadband even when our broadband service was so diabolical we had no service and intermittent service over the last 4 years.

I hope you will take this complaint in the matter of what it deserves, and hope to hear from you very, very soon.

Moderator notes: Removed various sections that contained unfounded allegations. 

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@Taylorgal Try using the official complaint procedure, which you can get underway by clicking on the Complaints option in the forum footer. Good luck with your complaint. 

[caesarome]

@Taylorgal 

You can fill in this online form to register a complaint:

https://www.sky.com/help/complaints

[TimmyBGood]

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@Taylorgal wrote:

1, YOU SEND A TEXT AND EMAIL TO SKY MOBILE AND SKY BROADBAND CUSTOMERS 30 DAYS BEFORE THEIR CONTRACT IS UP.

2, YOU DONT TELL SKY TV CUSTOMERS WHEN THEIR CONTRACT RUNS OUT

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That is a correct summary of the current situation because Sky is still disputing whether Ofcom has the power to extend its insistence on statutory End Of Contract notification from telecommunications to subscription television.

https://www.ispreview.co.uk/index.php/2025/03/confusion-surrounds-sky-uks-position-on-end-of-contrac... 

I suspect this means Sky won't currently entertain any complaints based on the absence of EOC messages.