Sky Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Sky.

Recent Customer Ratings for Sky

  • Satisfaction
    2.9 stars
  • Customer Service
    3.2 stars
  • Speed
    2.6 stars
  • Reliability
    2.8 stars

Based on 9396 customer ratings since 2019-11-24 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

1830 Customer Reviews for Sky

Reviewer Location Reviewing Date Ratings
Disastrous customer service, it's like if they were the customer - in the meanwhile I am with broken wifi for 2 weeks
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
London Sky  
had fast broadband for 8 months then it went down hill from there. slow and speeds are up and down all the time sick of it i should of stayed with EE never had a problem with them.sky did send out there own engineer out a thew times then bt a thew times did make it much better but only lasted a thew days back to square one again!..my line is perfect i was told so it con only be bt or sky crap router! will look else were next time!
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    1 star
gorebridge Sky  
We used Sky Broadband for years and had no issues. When we tried to take the service to another house it all went wrong. Instead of moving the service they gave me a better deal at the existing property and told me I had to wait for this to kick in before then trying to move the service again. This was all discovered in the same phone call but it was 'impossible' to stop it from carrying on. I then (before the call had finished) instructed them to cancel everything as I was so annoyed. Nothing stopped and I kept getting updated on my order progress. They actually cut me off immediately so the phone and broadband stopped working within hours. When I tried to go with BT the whole thing got held up because Sky would not release my old telephone number which I wanted to keep. Every other provider I spoke to answered calls within a few rings. Sky have a message indicating the wait time, lets say 15 minutes. After the 15 minutes if nobody is available the system just disconnects. I have never been so annoyed in my life with the general lack of customer service. Its like you should be grateful they are willing to supply you. I will never deal with them again and let as many people I know as possible to steer clear. This is not based on one or two phone calls it took many calls and huge amounts of time to get nowhere. AVOID AVOID AVOID.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Stonehouse Sky  
I have had broadband with Sky for 10 months. During this time my internet has stopped working several times and Sky have been unable to resolve this. It is currently working fine though.
The reason that I am leaving Sky for good is because they took a higher direct debit than contracted. When I rang to inform them they were unable to resolve the issue as the manager wasn't there. 4 days later I had a voicemail telling me that my contract would be extended for 2 months at the reduced price to compensate for my overbilling. This assumes I would have stayed with them once the reduced price period ends. I called again and asked for a refund. They said the only thing they could do was not bill me for two months. As a result I lost interest on my bank account as I need two DD's to be taken. I rang up a third time and was finally given a refund. I can not trust Sky not to steal my money as this was an error that should have been rectified immediately, not taking my money and keeping it for months.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Northampton Sky  
We have been a SKY TV and Broadband customers, for >15 years. The SKY TV is in my wife's name, and the SKY Broadband and telephone is in my name, because I needed to claim it as a business expense. Since I retired, SKY say that they cannot combine the two accounts. And that is all I ever get from SKY; what they can't do.
I'm currently researching an alternative provider, but it would appears that there aren't any good ones, especially subsequently providing an acceptable Customer Service.
Every pound that we pay SKY, has to be perfect, and worth 100p. But they don't seem to be prepared to provide anywhere near a 100% service.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Erskine Sky  
i love sky it is reliable, never cuts out. sky+HD and sky TV is amazing. but the only thing letting it down is the internet speed, [200 KB/s] it lets me down a lot even on youtube watching videos at 360p. apart from that it is good.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
Northfleet Sky  
CAUTION - to all those that share flat/house. The account holder moved out 4 years ago. Phoned then, was told no need to cancel, can be made a full user. So i have come to move out. Had to find and contact the account holder to cancel, as a full user can buy more services but cant cancel the account.

Had paid for the month in advance only to find that the broadband was stopped the day after. Phoned to ask them to keep the money and just let it run till the end of the month. No luck.

No system setup to transfer password/ account holder priviliges without cancelling and waiting 2 weeks to be reconnected. The customer service is disjointed and unconcerned as well as have no interest in keeping a customer that stayed with them for 4 years. Will now try all the other competitor's before going back to sky or it's subsidiaries.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
London Sky  
I have done speed tests many times with different on-line testers. Our Sky download speed is always less than 1Mb per second - just not acceptable these days.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    4 stars
Northants Sky  
Is incredible that that in 2017 we still have only 7 MB broadband in this area. I have tried to upgrade it to fibre but they haven't got it available here. Is this do not change soon, I would have to finish my contract with them.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    3 stars
48 irwell building Salford Sky  
Incredibly slow and weak connection. The sky hub is downstairs and it was impossible to connect to it from upstairs so we bought the sky wifi booster. The signal is still weak and its very difficult to connect to the wifi from the upstairs rooms even though theres barely any distance between the sky hub and the rooms
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
London Sky  
too many times my new fibre connection has let me down. Living in a house with 3 gamers might not help but for the superfast fibre broadband to only give me just over 3mb of download speeds is pretty poor in my opinion. think its time to switch Virgin!
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
Radcliffe Sky  
The line speed is very poor in spite of there being continuous habitation between my location and the local BT exchange. How such a poor service to so many customers can be justified defies logic and BT say there is no intention to do anything about it in the near future. There is a FTTC within 100m of my house but how to access this is not known and connection to this would improve speeds greatly. In this day and age it is difficult to justify such poor service to so many households on any grounds whatsoever.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    3 stars
Greatstone, New Romney Kent Sky  
I was with O2 until I was transferred to Sky Connect. Initially, broadband was OK but more recently, the download speed drops regularly at 4 pm each weekday and all day Saturday and Sunday until midnight from about 6Mbps to under 1 Mbps. At one point it bottomed at .09Mbps! This, despite my house being about 700 metres from the BT Exchange and 100 metres from the Control Box. Sky Customer Service, however, has been excellent and sent an Open Reach engineer on 4 occasions to try - albeit unsuccessfully - and determine the problem which, I suspect, is caused by extreme 'traffic management'. Sky Customer Service have acknowledged the problem, and I am now in the process of moving to another ISP. I am afraid, therefore, that I could not recommend Sky Connect broadband.
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    2 stars
Bramdean, Hampshire Sky  
No issue with initial communication and setup. However, the signal drops out constantly . I have checked hub/followed guidance etc. But I guess I’m learning you get what you pay for. I wish I’d never left BT. It was pricey but ultra reliable and never lost signal in 6 years. I can’t even get the app to work. Can’t wait for my contract to be over and move providers. So disappointing- no number to ring them on any paperwork or emails.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    1 star
North Devon Sky  
Broadband is the worst ever ,slow ,keeps stopping .We will be changing to someone else in the new year..
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Ipswich Sky  
I was a happy Be There,good speeds(upload and download),reliabiliy........Then they sold out and we were moved over to Sky.And its been down hill ever since,constant disconnects,very unstable low download speeds.Had enough and canceled and moved to BT Infinity2.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    1 star
LEICESTER Sky  
Great TV -if skewed towards younger market. Broadband is dire though; speeds in evening and weekends around 0.2MBs (!). Takes ages just to open a web-page and sometimes even that fails.
SKY told us it is BT's doing and could only be resolved if paid for superfast broadband (we have with BT).
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Looe Cornwall Sky  
The quality of the broadband has definitely deteriorated over the two years I've been with Sky.

My biggest bugbear with them, though, is their customer service. The majority of it seems to be automated these days, and they go out of their way to make changing your package confusing and difficult. I was sent a letter recently telling me I was being moved to a new package - not at my request - that would cost me £4/month extra. I tried to change it back online - completely unclear how to do so, and unclear whether the change is being effected. I did it over the phone, on an automated service, and thankfully held on to the bitter end of the very long, pointless automated message (about 4 mins of waffle) - because, the voice told me, if you didn't hang on and press 1 at the end, the change wouldn't be effected!

Con artists. Check everything really carefully to make sure they don't rip you off through the back door.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Sky  
First of all, I am greatly disappointed from the Sky service so far.

I bought an essential broadband package (it started with a cost of £19 a month and then they increased it to £24 for no reason). I was supposed to have an average download speed of 11 Mbps and an average upload speed of 0.8 Mb, which instead are 1.63 and 0.16 Mbps - incredibly slow. Just to give an idea of how slow it is, there is no way to watch a movie in HD.

I decided to upgrade my setup as a superfast fibre was available for £26/month - this with the idea that Sky connection is not good in my area. I will get the fibre activated in 10 days and let's see how it goes. Hopefully, the fibre will do what is written on the tin and will be location independent.

PS customer service and Sky policy are awful.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Loughborough Sky  
I made a mistake by switching my services to SKY. Awful broadband speed. I cant wait to move on from SKY.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    1 star
LONDON Sky  
Useless impossible to contact customer support. Moving to new supplier, but tbh I think they are all useless.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Kent Sky  
sky shows top speed not throughput speed frequent loss of signal plenty of promises to increase throughput lasts 48 hrs then back to same old grind I live one third of a mile from exchange possible , 17+ achieved 8 will not even power new stream channels on TV
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
kent Sky  
Wifi totally waste of time. Should get 40mbs getting 0.08 to 22.4. No signal if i move 10ft away from router. Had sky out several times Sky engineer says there's a problem with broadband signal phone sky they say its working fine no help at all. Went to Argos bought wifi adapter for £19.99 plugged in set up in 60sec can now get signal no prob. Sky just want your money not interested what happens after total waste of time.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Blackwood caerphilly wales Sky  
I would highly advise not choosing sky if you are thinking of upgrading to a fibre optic connection. When it works it's great, but getting it to work is like trying to get blood from a stone. I signed up for 34mb fibre unlimited, I receive about 0.6mb. Totally useless 'Sky Heal' which is "designed to help you get reconnected" really what it does is tells you to make sure you have plugged in your router so unless your a total idiot it cant help you in any way. Cant play a computer console online, simply will not connect.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    1 star
East sussex Sky  
Ive been with sky for years and not really had many issues with them till the area had a nasty thunderstorm. We lost our phone and internet. I phoned them and they on Saturday morning and they said it would be repaied on the Monday, it wasnt. I sat on my mobile for over an hour Monday evrning waiting for the next supervisor and they cut me off before I said a word. So another hour plus waiting in the que and finally I got someone. They said my repair is a complex one, I didnt beleive them. they said I could take I was all ready in the process if leaving sky so I guess because Im leaving Sky they dont care. Th up yo a week to do the repair. Tanks Sky Ive given you many years of loyal service and because Im moving to EE because they are £25 cheaper you cant be bothered to reconect my phone and broardband. Thats poor loyalty for you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
Spilsby Sky  
My internet speed never even reached 2MB. The service became increasingly intermittent. Multiple (around 10) phone calls to sort it out, 3 engineer call outs and the end of my tether reached before switching to another provider
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    2 stars
Waltham Abbey, Essex Sky  
I left Sky for another broadband supplier and before I did so, I called Sky about the money left in my account which should be refunded to my account after I left. The customer officer said that the system would do so automatically but there was nothing happened. I called Sky and another officer told me that the system would never process this automatically and customers need to call Sky to get their money back. I write this for your information. Best regards
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
WY Sky  
Had sky for over a year I pay 80 pound a month because of added on extras I.e movies but they add about 1 movie to sky cinema every 2 month really wouldn't recommend I've had Virgo before and they was a lot better.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    4 stars
Leigh Sky  
Cannot download as signal never gets high enough.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    2 stars
Coventry Sky  
over the last few weeks broadband keeps dropping, rang sky they suggested moving my router etc to where the phone line comes in which is not possible as no electric socket, I have had the broadband where it is for the past four years with no problem
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
redditch Sky  
rubbish use to be very fast but has went down hill very fast
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    2 stars
aberdeen Sky  
Canceled at end of contract, offered sky TV at no charge so I said o k .Then found out they charge10 pound a month for TV.if I cancel TV and keep broadband and phone the price goes up more than 10 pound. What a con. Seems they just take every body for a ride...
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Kent Sky  
First thing to say about Sky is that, regardless of the problems we had, their customer service was top class. Their call center was also based in the UK which is a luxury BT can't seem to afford.

However, the product itself was bad. No, scratch that - it was VERY bad. We don't get "super fast" broadband in Cumbria anyway, but as I work from home I need a reliable, usable download speed - 3 Mbps or above is usually fine for me to do what I need to do online. We had been with BT for about a year and we'd been getting between 5 and 7 Mbps so I was happy with that, but when BT came up for renewal, the price for phone plus broadband was essentially the same as the price at Sky for phone, broadband, and Sky TV, so we decided to switch.

Sky's salespeople assured me that the speed was purely determined by the infrastructure in my area - i.e. the cabling, telephone exchange, etc. and that therefore I should expect to see a similar speed after the switchover. Sky's website offered a more conservative estimate of between 2 and 6 Mbps for my postcode, but after the reassurance I was happy to proceed.

We switched from our BT router to the Sky router around 6:00pm on the date of the switch over and immediately noticed a difference in speed - it was SO much slower. It remained painfully slow all evening, even past midnight into the small hours so I don't buy this "peak times" nonsense.

We'd gone from getting 6 Mbps on BT earlier that same day to getting 0.3 Mbps from Sky in the evening - a drop of 95% of our broadband speed.

0.3 Mbps is about what we've averaged in the evenings since. The speed starts to drop around 4:30pm, and by 6:00pm it's like using dial-up. I need to be accessible for work, it's part of my work contract that I'm available to jump on and sort out any issues that arise in the evenings and Sky broadband makes it impossible for me to complete my job.

The speed falls well below even their lowest prediction. I have spoken with Sky about it, and their very nice customer service rep ran a bunch of line tests and so on to make sure everything was configured correctly. She was then straight and honest with me and told me that there's nothing they can do, and that the only way we'd be able to get back to the speed we'd been enjoying would be to switch back to BT.

So that's what we've done and our contract with Sky for phone and broadband has been cancelled. If you're looking for a basic service and don't mind using it at off-peak times (like during the day) maybe Sky broadband wouldn't be a bad option. But if you want to be able to use your internet connection in the evening or at weekends, you're really better off looking elsewhere because Sky, by their own admission, simply do not have the equipment to keep you online at anything like an acceptable speed. I'm very disappointed with Sky's product, though I am grateful for their honest customer service advice.

Strongly not recommended.
  • Satisfaction
    2 stars
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    1 star
Cumbria Sky  
I have sky fibre for a month now it is the worst decision I have made regarding broadband, after at least 3 calls a week to sky all I get is the same response I need to change my channel, I am now out of channel numbers to try, (bring on virgin) The worst advice from sky is to go to sky .com for help how do you do that when you can't get on the internet?
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    1 star
gildersome Sky  
Constant cuts with the broadband late in the evening early hours,good customer service
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Oldham Sky  
I was with o2 whos b/band was good. SKY take over everything goes out the window, price increase of £5 just because i dont have a sky phone line,and worst of all the spped, between 4pm ams 8 pm it takes agaes just to load a web page.Been onto SKY cust service but they say nothings wrong come on whos kidding
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Grangemouth Sky  
Broadband was excellent for years
But as soon as i reveiwed my costs. They kept the same internet deal (full stregnth) for the same price because i got a better offer elsewhere. Now im lucky if i get a signal most days
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Dunfermline Sky  
SHOULD BE BETTER
  • Satisfaction
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
GRANTHAM Sky  
SKY Hub works well searching on the web, checking e-mail and watching videos on YouTube.

Not suitable for playing games, wireless range is rubbish (if you have converted your loft into an extra bedroom, wireless cuts off and experience lagging).

In opinion i should have stuck with BT! and shouldn't have listened to that SKY sales man.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
London Sky  
I used to be with BT. In seven years with them my internet only failed about four times and was usually fixed with one phone call. Once they had to send out an engineer but he fixed it on his first visit. Been with Sky since last November. Considering they use the same cables as BT their connection is appalling. It fails at least three times every week and my connection has dropped at least ten times today alone. The website simply directs you to their useless self help. Pointless ringing them because my wife is the account holder so they claim it would be a breach of data protection to take details of the fault from me. Anyone who knows the Data Protection Act knows this is nonesense since I'm not asking them to reveal any of my personal data; I'm just trying to get them to fix the fault. So I can't tell them about a fault unless my wife is at home. Anyway, six weeks to go until I can go back to BT and boy oh boy I can't wait.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Newcastle-under-Lyme Sky  

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