Disappointing Experience for Loyal Customers

[JMRZ76]

As a long-term Diamond customer with Sky, I’ve always valued the quality of service. However, recent experiences have been disappointing.

Firstly, I’ve been charged £15 for multi-screen service for the mini box, even though my Sky Q box streams content through my own internet. When I raised the issue, they reduced the fee to £8, but it still felt unreasonable. Eventually, they asked me to return the mini box, which I had paid £50 for. Despite my disappointment, I returned it.

Secondly, the additional charge for Ultra HD is out of touch in 2026, especially since most TVs now support it. It’s unreasonable to charge loyal customers for Ultra HD.

Lastly, I’m paying for Sky Cinema, but the Sky Go app on Apple TV doesn’t allow me to access it without paying the multi-screen fee again. This is frustrating and doesn’t align with how other streaming services work.

Overall, these issues feel exploitative and not customer-friendly. I hope Sky revises these policies to better support loyal customers.

[oj01]

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@JMRZ76 wrote:

As a long-term Diamond customer with Sky, I’ve always valued the quality of service. However, recent experiences have been disappointing.

Firstly, I’ve been charged £15 for multi-screen service for the mini box, even though my Sky Q box streams content through my own internet. When I raised the issue, they reduced the fee to £8, but it still felt unreasonable. Eventually, they asked me to return the mini box, which I had paid £50 for. Despite my disappointment, I returned it.

Secondly, the additional charge for Ultra HD is out of touch in 2026, especially since most TVs now support it. It’s unreasonable to charge loyal customers for Ultra HD.

Lastly, I’m paying for Sky Cinema, but the Sky Go app on Apple TV doesn’t allow me to access it without paying the multi-screen fee again. This is frustrating and doesn’t align with how other streaming services work.

Overall, these issues feel exploitative and not customer-friendly. I hope Sky revises these policies to better support loyal customers.

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Seems you did very little research into how Sky Q subscriptions and Multiscreen work.

Presumably you've switched from Sky+HD?

[TimmyBGood]

@JMRZ76 

Q is an end-of-life platform with a successor already well established: it's extremely unlikely to be revised after a decade in use with a declining customer-base and a few years left before satellite transmission ceases.

Multiscreen is an additional-viewer content-access subscription supplement (just as Multiroom was on Sky+) : it's nothing to do with internet use.  Live television on Mini boxes actually arrives over the satellite dish.

Mini boxes (like all Q television hardware) are loaned, not sold: up-front cost is a fee.  Personally I'd hope your particular charge would be refundable if you cancelled Multiscreen during a cooling-off period.

Sky has always charged for increased resolution: on satellite there's a higher cost for larger data volume going over the orbital link.  UHD television sets always upscale non-UHD content anyway, and on Glass/Stream there's no longer an HD supplement.

Sky Go on Apple TV boxes requires Multiscreen or Sky Go Extra because it's effectively replacing a Q Mini.  Go isn't like other streaming services: it's very much a somewhat neglected add-on rather than a primary product.

Overall, Q is a legacy of the days when Sky Group was an independent European company: it's now an overseas division of a giant US corporation and priorities have changed accordingly.