I never liked Sky from family experienced, so did all to avoid it. However, last year after signing up to broadband from Be There Unlimited ISP, I was notified that Sky had bought the company and things would continue as normal. Did it heck! Everything they could change to screw you, has changed. Coming from a 24 hour specialist broadband free support service to a crappy never endless press key for this and press here for that. Eventually when you get a human being, you get passed through a couple before anyone knows anything about you. Obviously, repeating the same security questions each person you talk to. They whole thing sucks. Not only that they ask for two months up front, have surcharges if you don't take all their offering and worse almost double prices from what BeThere was charging. By god, sky has screwed up Be There Unlimited ISP. I thought o2 was bad when they bought it, but they ripped the personality from the company for the worse for all. DO NOT GO NEAR SKY, MURDOCK TAPPING PHONE LINES!!! REMEMBER....
I was a happy Bethere customer... got very reliable internet for over 8 years then they got bought by Sky, my internet has gone from 24Mbit to 16Mb and finally when they completed the transfer over fully to sky my service doesn't work and there appears to be no help available for getting me back up and running....
They first promise you they will do this and that and they will never call you back, ignore your calls, replying after more than 5 days to emails, offering boosting connection service obviously at extra cost, customer service is never reachable, it is all based on LIES! their wifi doesn't ever connect to the device in the whole flat/house. and finally they were making contract cancellation procedures very difficult to me so I would potentially give up or change my mind, stay away from Sky!
I've had 3 ISPs in the last 12 years. Pipex, Be, and SKY Pipex were great. Until they got bought out. Be were brilliant, right up until I left looking for a cheaper deal Sky? Sheesh, absolute nightmare.
two week long outages with me doing all the chasing for updates/progress Unsteady line and long outages. I don't think it's ever been up for 24hrs without a break. Apparently it's always Openreach to blame, which is odd because Be was down only twice in the wee hours, in the entire 4 years I was with them. No offer of compensation when I told them I couldn't work from home.
Absolute worst ISP I have ever been with. I strongly recommend you think twice. What's cheap isn't good and what's good isn't cheap. I'm moving back to Be at the end of the month.
i am struggling to describe my sky experience without trust pilot moaning about coarse language. they are an utter bunch of ladyparts. they care nothing for you and take zerop responsibility for their errors. all they care about is taking your money. i hope they go bust.
I think in all my dealings with all Company's that Sky are the most incompetent. If anyone is ever thinking of joining them don't. I cancelled by phone on the 14th Feb when half way through the call the phone went dead. I therefore emailed them and confirmed I wished to cancel. A DD went through a couple of days later they have my money and don't really care. Five emails, four web chats, three further phone calls and two letters its now 9 April and they phone me today to say they want to take about my arrears.
If I phoned them today to sign up for a package then that would be a different story.
Sky are very helpful and friendly when you join and you pay them money. The real Sky customer service rears it's ugly head when you try to cancel. I really can't face going into all the detail but to advise-To save you time, money and most of all your sanity-(If you have any left after dealing with one half wit after another) Do not enter into any type of contract with Sky as you will find it very, very, very, very difficult to get out of it, even when you're past your contract date.
There is a form you can fill in online to cancel your subscription. Sounds pretty easy! Until you get an email back to say that they need to speak to you in person to verify your details. They say they will telephone you soon. This is a lie, you wait and wait and every day you wait, they take more and more money from you. They text you and say they have attempted to call you-Another lie. They make you call them, customer services which incidentally cost me 15p connection fee then 5p a minute. They pass you from pillar to post and keep you holding on for hours at a time and you speak to one moron after an other and many times they hang up leaving you so furious that you could scream and still your subscription is not cancelled.
I called back again and spoke to some snotty madam who informed me that they cannot cancel my subscription because I cancelled my direct debit and I need to reinstate my direct debit so that they can cancel-Has anyone ever heard anything so ridiculous?
I have emailed Jeremy Darroch some boss of sorts and heard online that some people have had success dealing with him. If you Google his name you will be given an email address. I have no idea how successful this will be but lets put it this way. It can't be any worse than it already is!
I would never recommend Sky to anyone and seriously ask you to think very, very carefully before signing on the dotted line. This is one of the worst customer services I have encountered and it's shocking that a huge company can get away with treating customers in this way. They contravene their own terms and conditions. I have a family member who is a lawyer so will get in contact tomorrow with them and I'm sure they will help me sort this mess out.
Absolutely disgusting, low level service and total mess inside of the #Sky organisation! We dont have internet already for 1,5 months! We have contract! The first appointment with engineer was booked on 27th of March, all the day, working day! we were waiting at home but nobody appeared- women from call centre fed us with promises that engineer should appear from 1 to 6 pm. After complaint weve got new appointment, for today! And what we have in fact? I just want to ask guys from customer service: are you joking?!... Exhausted engineer entered the flat, checked smth, then called to colleagues with the words:" Dont tell me that im rude! I do a favour to someone who doesnt want to do his job". Then the guy looked and said: " Sorry, love, but actually it is not my area and i dont have a key. She wants ( the girl from the office) me to go to another part of the city and to get the key from the guy who has it, and actually it is his job. Hope you will understand, i cant do it. Sorry, love, bye". And we called again to customer service, and we got again the answer:" Sorry, we will call you tomorrow to tell what was the problem and why we had this situation". Great! But perhaps you will pay me money for those 2 days that i spent at home instead of work and getting salary and waiting for your team ?
SKY customer support is one of the worst ever I have experience and do not expect any service when you have trouble. My internet is disconnected without any notice more than a day. Simplely finding another solution
I've been a Sky+ HD, telephone and broadband customer for the best part of 3 years and during that time had very little issues with the (non-customer support) service received in return for my £60 pcm. The broadband was always fast and reliable, the phone line was always active and the HD TV quality was great.
When we first signed up to Sky 3 years ago, they confirmed an installation date and then didn't even turn up/communicate they were no longer coming so having taken a day off work wasn't a good start.
In addition they started the cancellation process of my Sky contract on the instruction of a 3RD PARTY without even checking / validating the request with me!! This has led to weeks of jumping through hoops and being passed between Sky departments to avoid having the broadband and TV cut off.
I'm now looking to move house which will require me to move to a temporary property before moving into my new permanent one. This means that I can't simply move my Sky subscription so instead I'm having to cancel my subscription with the intention of re-joining in a month or so.
Trying to cancel my contract has been a complete nightmare. Sky appear to have deliberately made the cancellation as difficult as they possibly can, ignoring emails and letters, not returning phone calls, cutting me off whilst on active phone calls and passing me around department to department. When asked to speak to a senior manager/complaints department they repeatedly cut hung up on me or refused to put me through, stating that Sky doesn't have a complaints department (despite it clearly stating you can complain by phone on their website).
I am SO dissapointed with Sky's customer service that there is now no chance that I will re-sign up with them when I move into my new property as I will opt for BT or Virgin Media.
My recent experience with them has been so bad that I felt obliged to write a blog post specifically about their customer service - take a look here: http://lifeofman.co.uk/2014/03/will-never-use-sky-tv-broadband/
Sky has continued to be useless. Wont credit my account for last month even thought i've been out of my home since 15th feb. I have cancelled my account with sky, have had to give up my home number as there processes don't allow one to suspend the service. We are out of our home for another 6/7 weeks. Sky don't understand and wont care that our house has no electricity and no phone line so we can't use the service. They blamed me for not telling them sooner to cancel the account. Then as i mentioned this lady today said i should phone the bank and claim via DD indemnity was a joke, know that you can't do that and her telling me i can. then they can't arrange a call back for a customer via there chat system which they said i should use to contact them. Sky is an absolute joke of a company. They didnt even know they have a flood team which deal with victims of the weather but apparently i'm not a victim of the weather. they don't believe in doing what is right for the customer at the end of the day. there doesn't seem to be any common sense. Nothing will happen now i can assure you.
The communication between departments at sky is poor. Customer service promised me a new box but this is not what I was given by the engineer. I made a complaint to sky and all I recieved was an email about how to reset the box, the query was regarding the fact I was given the wrong box. Simply it seems sky does not care about their customers. I'm fed up and plan to leave sky when the contract is up.
I applied on line in November/December for sky multi room at half price for 12 months. Due to a glitch in your systems the order was cancelled as you were unable to process this. I stated I still wanted this service as requested. As the agents were unable to process the half price deal due to it being am online offer they agreed that they would add a credit to my account to cover the half price for the 12 months (£67.50). Multi room was installed at the beginning of January. Credit was never received so I contacted you. Agent advised he could see notes on account relating to credit but couldn't understand why hadn't been added. Advised me he would process it and to check on my online bill to see this had been added. (so at this point you have 2 CS agents who have advised credits).I also spoke to this agent regarding charges to mobiles. I find it astonishing that if I call a mobile and it goes to answer machine you not only charge me a connection fee but you also round this up to a minimum call charge of ppm and add this on too! Again something that was going to be referred to 'another agent' and I would be updated by email. I called again in March as credit still hadn't been received. The call lasted 40 minutes, no trace or notes of previous lengthy calls. Agent was trying to be helpful but frustrating to be at my end listening to the describe every click of their mouse and reading every note out loud that was about things un related to my issue. Agent eventually found reference to the credit then put me on hold - for about 10 minutes. She then came back to advise that as the original person who offered the credit was at a different location it would have to go back to them. Then dictated in great detail the instant message note she had sent to the agent advising them to call me. She also explained at that point that I was very unhappy and considering cancelling my subscription. That was 26/3/13 and still no call. So four of your service agents failing to deliver. I am extremely angry that you are very quick to process my orders and upgrades when you are taking yet more money off me for what is an already expensive service yet reluctant to rectify issues when poor service/customer refund is concerned. You need to up your game sky, far better cheaper companies coming up behind you who know what customer service is about
I called Sky with fault in sky broadband and they told me engineer will be with me on Sat between 8 - 13:00, I was told I must be home to attend engineer or else I will be charged £99, I cancelled all my plans for the weekend (a bright sunny day) and waited whole day no one arrived no call about cancellation. At 2:00pm I called Sky to find out an engineer may visit me later, so waited another hour and half and called again at 15:35 and at that time I was told actually no one is planned to visit me today as broadband is out due to common fault and I must wait for another 7+ days before this fault get fixed.
This company have guts to charge you £99 for booking an engineer and not attending the call, but have no customer service ethics to inform you in time when this engineer visit is cancelled, and when you complain that you called they give you candies for not providing you internet and all the service for good 10 days by refunding of £20.
I will never recommend such a company to anyone, and will be looking for a switch as first priority.
If you are thinking of going for a broadband with sky, think twice.
I have had numerous problems with my wireless broadband connection, yet when I call Sky "technical support" I get limited help (e.g "switch the router on and off") but offered every additional Sky product available. When I complained about the service, the Sky complaints rep could not deny that the support staff are targeted on sales rather than helping resolve technical issues. I have been lied to by Sky technical support staff that the Sky Go extra facility was free to me for the first year, when it is only free for 2 months. I don't blame the individuals working for Sky, they probably get paid peanuts and have to make their wages up with sales bonuses, I blame Sky for being a greedy company who don't care about their customers.
They are the most dishonest of all companies I have dealt with. We have a letter from Stephen Van Rooyen director saying sorry to lose us, yet still they send threatening letters 1 year on. They were quick to turn the signal off, but that hasn't stopped them from trying to take money from our account ever since. My wife is in poor health and because the account is in her name they will not speak to me.