Sky Customer Service

[DurangoX]

Sky Customer Service and lack of direct communication channels.. i.e.. no sky customer service email. The Sky+ ooofers such options but they dont work.... absolute joke.

[Daniel0210]

@DurangoX 

One reason Sky don't use email for general communication is that they can't verify a mailers identity as being the account holder. 

These are the current methods for contacting Sky. (Depending on your reason for making contact some methods will be more appropriate than others) …

🟩 📞 Customer Services by dialling 150 (free) from either a Sky mobile or a Sky Talk landline.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Note: for any customer whose services are restricted due to a missed payment phone contact is unlikely to work.

🟩 online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟩 Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟩 Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

Note 🔹If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required.

So have you a question? 

[DurangoX]

I have tried calling but no use as they do not seem to be following up on the discussion and query raised...hence my frustration.. i am having to resort to writing a formal letter by post....

[Daniel0210]

@DurangoX 

Do you want to tell us the query? Broadband related I presume as that's where you've posted? 

[DurangoX]

Here's the content of the letter i am sending

On 14 August 2025 I was persuaded to upgrade to Sky WiFi Max at £8/month. Within the cooling-off period I decided not to proceed. The new Wi-Fi 6 router and Sky Max Pod were received but were not installed.

Despite multiple calls within the cooling-off window requesting cancellation and a returns label, none has been issued to me. I’m still being billed for a service I cancelled in time, and I’m unable to return your loaned equipment because Sky has not provided the label/packaging it normally supplies.

What I’m relying on
• Sky’s own policy: Sky states it offers UK broadband customers a 31-day cooling-off period, longer than the statutory 14 days. Cancelling within this period should revert me to my prior package with no penalties.
• Equipment returns: Sky equipment is loaned and must be returned when you cancel or change service; non-return fees can apply—but Sky must enable the return process (e.g., provide label/packaging or an alternative).

Requested remedies

Please within 7 days:
1. Cancel the WiFi Max add-on effective 14 August 2025 (the order date) and revert my account to the previous package and price.
2. Remove/credit all WiFi Max-related charges and any fees connected to this upgrade.
3. Issue a prepaid returns label/packaging for the Wi-Fi 6 router and Max Pod, or confirm in writing that I may return using my own packaging with tracked postage reimbursed on proof of cost.
4. Confirm in writing that there are no early termination charges, no contract restarts, and that my prior minimum term and benefits remain as before the attempted upgrade.
5. Provide a formal complaint reference and a written resolution.

Next steps if not resolved

If this is not resolved within a reasonable timeframe, I will request a deadlock letter and escalate to CISAS (Sky’s approved ADR scheme), and I reserve all rights to claim refunds for wrongly applied charges and any consequential losses due to delay in issuing a return label.

[Daniel0210]

@DurangoX 

---

@DurangoX wrote:

Here's the content of the letter i am sending

On 14 August 2025 I was persuaded to upgrade to Sky WiFi Max at £8/month. Within the cooling-off period I decided not to proceed. The new Wi-Fi 6 router and Sky Max Pod were received but were not installed.

Despite multiple calls within the cooling-off window requesting cancellation and a returns label, none has been issued to me. I’m still being billed for a service I cancelled in time, and I’m unable to return your loaned equipment because Sky has not provided the label/packaging it normally supplies.

If the arrival of packaging is delayed, lost or damaged on arrival it’s the customers responsibility to use their own packaging to return it. You can use any packaging as long as it’s secure and you may want to put a note inside with your account number and a list of equipment that is included. This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband

Keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.

Please within 7 days:
1. Cancel the WiFi Max add-on effective 14 August 2025 (the order date) and revert my account to the previous package and price.
2. Remove/credit all WiFi Max-related charges and any fees connected to this upgrade.
3. Issue a prepaid returns label/packaging for the Wi-Fi 6 router and Max Pod, or confirm in writing that I may return using my own packaging with tracked postage reimbursed on proof of cost.

See above reply

4. Confirm in writing that there are no early termination charges, no contract restarts, and that my prior minimum term and benefits remain as before the attempted upgrade.
5. Provide a formal complaint reference and a written resolution.

Next steps if not resolved

If this is not resolved within a reasonable timeframe, I will request a deadlock letter and escalate to CISAS (Sky’s approved ADR scheme), and I reserve all rights to claim refunds for wrongly applied charges and any consequential losses due to delay in issuing a return label.

Sky have 8 weeks to resolve a complaint before a deadlock letter will be issued and further action can be taken. 

---