WELL...
I am writing to submit a formal complaint regarding the shocking level of service, repeated failures, misinformation, and complete lack of ownership shown by Sky regarding issues that began in January 2026 and still remain unresolved.
This is not a simple complaint about a SIM card.
This is not a simple complaint about broadband.
This is a complaint about months of being ignored, repeatedly let down, repeatedly passed between departments, being given conflicting information by different advisors, and being forced to spend an unreasonable amount of time chasing problems that Sky should have resolved long ago.
I have now contacted Sky well over 100 times.
Not ten.
Not twenty.
Over one hundred times.
That figure alone should immediately tell you something has gone catastrophically wrong.
Nobody contacts customer services over one hundred times because they enjoy sitting on hold, repeating security questions and explaining the same situation over and over.
Customers do that because nobody fixes anything.
The fact I am now having to submit this formal complaint after everything that has happened says enough by itself.
I should not have had to fight this hard to receive services I already pay Sky for.
Mobile SIM issues — months of failures, misinformation and wasted time
My issues originally began when I contacted Sky and was advised by a Sky advisor to order physical SIM cards.
I followed the advice given.
The physical SIM cards arrived.
They did not work.
I contacted Sky again and was then advised by another representative that eSIMs were better because they were instant and would avoid postal delays.
Again, I followed the advice given by Sky.
Again they did not work.
Neither of them.
At this point I spent countless hours calling Sky and trying to resolve matters while being repeatedly told:
"Everything should be working."
"It should activate."
"Try again."
Except there was one obvious problem:
It was not working.
Not partly working.
Not occasionally working.
Not slow.
Completely not working.
I was then advised to return to ordering physical SIM cards.
Again.
This is where the situation became ridiculous.
I ordered replacement SIM cards:
Not once.
Not twice.
Not three times.
Four separate times.
Each time I was told:
• They had definitely been ordered
• They had definitely been processed
• They had definitely been dispatched
• Delivery could take up to seven days
• Everything looked correct
Every single time I slowly and clearly repeated my details.
I confirmed my address.
I repeated information.
I made absolutely certain there could be no misunderstanding.
Despite this:
None arrived.
Not one.
Not a single SIM card.
That meant repeatedly waiting:
Seven days.
Another seven days.
Then another.
Then another.
Who exactly thinks a customer can simply live without a functioning SIM card for seven days?
More importantly:
Who thinks a customer can be expected to live without proper mobile service for months considering this issue started in January 2026?
Mobile phones are not optional luxuries.
People require them for:
• Work
• Banking verification
• Security codes
• Apps
• Medical appointments
• Emergency contact
• Family communication
• Daily life
Instead I have effectively paid for services I could not properly use.
Sky's customer service process appears completely broken
The technical issue itself is one thing.
What made this unbearable is Sky's customer service process.
Every time I call Sky I speak to someone new.
Every single time.
No ownership.
No continuity.
No accountability.
No case management.
Every single call starts from absolute zero.
Every call I explain:
• When this began
• What happened
• What previous advisors said
• Physical SIM failures
• eSIM failures
• SIM cards never arriving
• Previous calls
• Previous promises
• Previous failed attempts
Again.
Again.
And again.
After over 100 phone calls I know my account history better than Sky does.
This raises a very simple question:
Are there no notes?
Because if notes exist nobody appears to read them.
No customer should have to completely retell a months-long issue after over one hundred contacts.
Hung up on, transferred endlessly and promised callbacks that never happened
Over these months I have repeatedly experienced:
• Calls disconnected
• Being hung up on
• Endless transfers between departments
• Being bounced around without explanation
• Promised callbacks that never happened
• Advisors saying they would investigate and never doing so
• Repeating security checks endlessly
Hours became days.
Days became months.
I now genuinely dread contacting Sky because I already know exactly how it goes:
I explain everything.
Someone apologises.
Someone transfers me.
Someone promises action.
Nothing happens.
Repeat.
Serious concerns regarding account security
I also want to raise concerns around account security.
Every single time I contact Sky I repeatedly provide:
• Personal details
• Account information
• Security information
• Password details
Again and again.
After over 100 phone calls I now have a very reasonable question:
How many Sky staff members have now heard my password?
Because I have spoken to such a ridiculous number of advisors that I now have genuine concerns around security and account handling.
Broadband failures — six engineers and still unresolved
Unfortunately the issues do not stop with mobile services.
I also have ongoing broadband issues despite paying for 1Gb fibre broadband with speed commitments attached.
I have now had six engineers attend my property.
Six.
Not one.
Not two.
Six.
Including engineers entering my property.
Six appointments.
Six disruptions.
Six occasions where I had to wait around.
Because of these failures I have:
• Missed work
• Lost time
• Rearranged commitments
• Waited at home repeatedly
• Experienced disruption in my own home
• Lost hours troubleshooting issues I should never have had to troubleshoot
Nobody pays premium prices for 1Gb fibre broadband expecting six engineer visits and ongoing failures.
Sky's own terms, guarantees and obligations appear to have been ignored
What makes this more frustrating is that Sky publicly outlines customer standards, complaint procedures and broadband commitments.
Yet my experience has been the complete opposite.
Since January 2026 I have experienced:
• Over 100 phone calls
• Endless repetition
• Multiple failed SIM activations
• Four SIM orders with none arriving
• Broken callback promises
• Being hung up on
• Endless transfers
• Six engineer visits
• Ongoing broadband problems
• Months without proper resolution
That is not an isolated issue.
That is a systemic failure.
At an absolute minimum six engineer visits and over one hundred contacts should have triggered serious escalation and dedicated ownership.
No reasonable person could look at this history and conclude this is normal service.
Evidence and Full Disclosure Request
Due to contradictory information, failed promises and complete confusion surrounding this matter I no longer have confidence that proper records have been maintained.
I therefore formally request copies of ALL information and records held regarding my account and these matters.
I require the following sent to my email:
• Full call logs
• Advisor notes
• Complaint histories
• Internal case notes
• Escalation records
• Call transcripts
• Webchat transcripts
• Email correspondence
• Callback requests
• Transfer records
• Complaint notes
• Account interaction histories
To be absolutely clear:
I want every available record.
If I have contacted Sky over one hundred times there should be a clear history showing:
Who I spoke to.
When I spoke to them.
What I was told.
What actions were promised.
What actions were taken.
And why after over one hundred contacts I am still dealing with this.
Please treat this request as a Subject Access Request if required.
Because at this stage I no longer trust verbal reassurances.
What I now expect
A full investigation into every interaction and complaint raised
A dedicated case manager immediately assigned
A full explanation as to why four SIM orders repeatedly failed to arrive
A full explanation regarding why notes appear absent or ignored
A review of repeated password requests and account security handling
Appropriate compensation reflecting:
• Months of disruption
• Loss of service
• Over 100 calls
• Time wasted
• Missed work
• Broadband failures
• Stress and inconvenience
A written action plan with a timeframe for resolution
If this complaint receives the same treatment as the last several months I will escalate this matter through Sky's complaints process and independent dispute resolution channels if necessary.
After months of this treatment I have entirely lost confidence in Sky's ability to resolve matters unless forced to take ownership.
The level of service I have received has been unacceptable from beginning to end.
