Sky: most-reported complaints
Automated analysis of 1,301 public Trustpilot reviews published 2026-06-15 to 2026-09-25. TrustScore 2.7 from 30,651 total reviews — see the Trustpilot page. Quick answer: is Sky legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Across 1301 Trustpilot reviews analysed, the most-reported issues with Sky were: Support unhelpful (511 reports), Poor core service (226 reports), Support unreachable (132 reports).
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2022-01-06, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. We last checked this profile on 2026-09-26 and found 55 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Official complaint record
Financial Ombudsman (H2-2025): 39% of resolved cases upheld against the firm. source
Ofcom (Q4 2025): landline 2, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2024): landline 2, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2023): landline 2, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2022): landline 2, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2021): landline 2, broadband 4, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2020): landline 4, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2019): landline 4, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2018): landline 4, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2017): landline 6, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2016): landline 7, broadband 8, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2015): landline 7, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2014): landline 7, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2013): landline 9, broadband 8, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2012): landline 13, broadband 9, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2011): landline 22, broadband 17, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2010): landline 41, broadband 21, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2025): landline 2, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2024): landline 2, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2023): landline 2, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2022): landline 3, broadband 4, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2021): landline 3, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2020): landline 4, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2019): landline 5, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2018): landline 5, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2017): landline 6, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2016): landline 6, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2015): landline 7, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2014): landline 6, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2013): landline 11, broadband 9, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2012): landline 12, broadband 9, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2011): landline 28, broadband 19, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2025): landline 2, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2024): landline 2, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2023): landline 2, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2022): landline 2, broadband 3, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2021): landline 3, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2020): landline 3, broadband 4, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2019): landline 5, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2018): landline 4, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2017): landline 6, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2016): landline 5, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2015): landline 6, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2014): landline 8, broadband 8, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2013): landline 12, broadband 9, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2012): landline 14, broadband 10, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2011): landline 24, broadband 20, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2026): landline 2, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2025): landline 2, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2024): landline 2, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2023): landline 3, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2022): landline 2, broadband 4, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2021): landline 5, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2020): landline 5, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2019): landline 5, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2018): landline 5, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2017): landline 8, broadband 8, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2016): landline 6, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2015): landline 5, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2014): landline 10, broadband 9, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2013): landline 12, broadband 10, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2012): landline 19, broadband 15, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2011): landline 26, broadband 22, mobile — complaints per 100k (Ofcom). source
Official figures reported by the regulator/ombudsman named; independent of our review analysis.
Forum footprint: 2,438 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Sky Broadband - No more FUP”, “E: 09/09 WIN epic Ultrafast prizes with Sky Broadband (Text)”, “Save £20 on SKY broadband connection Fee”.
Elsewhere: 3.1★ on Google (0 reviews) · 4.7★ App Store (476,628) · 3.1★ Google Play (29,653)
TrustScore over time
2.7 → 2.7 across 16 census measurements since 2026-08-13. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-13 (73%, 2.7d) · 2026-08-16 (73%, 2.7d) · 2026-08-19 (73%, 2.6d) · 2026-08-22 (73%, 2.6d) · 2026-08-25 (74%, 2.6d) · 2026-08-28 (74%, 2.5d) · 2026-09-01 (79%, 2.5d) · 2026-09-04 (80%, 2.5d) · 2026-09-07 (80%, 2.4d) · 2026-09-10 (80%, 2.4d) · 2026-09-13 (80%, 2.4d) · 2026-09-16 (80%, 2.4d) · 2026-09-20 (80%, 2.4d) · 2026-09-23 (81%, 2.3d) · 2026-09-26 (81%, 2.3d) · 2026-09-26 (81%, 2.3d).
Severity: 40% of this company’s 845 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.9 days between the experience and publishing their negative review (1174 reviews record both dates).
Official record vs what reviewers say
Solid: OFCOM complaints per 100,000 customers (broadband), Q4 2010 to Q1 2026 (62 quarters of official data). Dashed: our share of complaints about “support unhelpful” over our census window. The two series measure different things over different periods and are shown for context, not as a like-for-like comparison.
Independent findings
The Advertising Standards Authority has upheld 5 complaints about this company’s advertising:
- 2024-09-25 (Internet (website content)) — A website for Now TV was misleading as it didn’t make it sufficiently clear that free trials, which were automatically added to the basket, would auto-renew at a fee unless cancell
- 2024-07-31 (Website (ad feature)) — A website ad for NOW TV omitted material information about the inclusion of ads in basic streaming membership plans.
- 2023-05-24 (Television) — A TV ad for Sky misleadingly exaggerated the performance of Sky’s fibre broadband in its capability to provide coverage throughout a home and improve patchy Wi-Fi.
- 2022-08-10 (Email, Internet (website content)) — Claims on a website and in an email about being the “top-performing major broadband provider” and which implied Sky had won an award from Ofcom were misleading
- 2022-06-08 (Poster, Television) — A TV and a poster ad for Sky Mobile was likely to mislead because Sky UK Ltd did not provide objective comparative evidence to substantiate its claim that it was the perfect networ
These are the findings of the named independent body, reported here with attribution — they are not our conclusions and are separate from the review analysis above.
Measured reply time: across 1036 negative reviews that received a public reply, the median wait was 0.1 days — the company profile reports an average of 2 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 1036 company replies to negative reviews analysed, 17% engaged with the specific problem and 81% were generic templates.
51% of its 444 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 60% of this company’s complaints vs a 38% median across 97 ranked companies in its sector.
Review velocity: 11,101 of this company’s 30,651 Trustpilot reviews (36%) were written in the last 12 months.
What are the most common complaints about Sky?
Support unhelpful
511 reports · 60% of complaintssteady“No answers to a problem offered at all.”
The company replied on 2026-09-11: “Hi Minstrel, Thank you for taking the time to share your feedback. I'm sorry to hear about your experience and can completely understand how frustrating it must have been to contact us multiple times…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Sky suddenly disconnected my broadband on 16 September, ie two days early”
The company replied on 2026-09-17: “Hi Sathya. Thank you for taking the time to leave a review. I'm sorry to read about your experience, particularly after being a customer for around 25 years. I can appreciate how disappointing it…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“A disputed account ultimately resulted in a CCJ being obtained using an old address”
The company replied on 2026-09-15: “Hi Adrian, Thank you for taking the time to share your experience. I'm sorry to read about the stress and frustration this situation has caused you. I appreciate why you feel disappointed by the way…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Poor core service
226 reports · 27% of complaintsrising since 2026-09“Sky suddenly disconnected my broadband on 16 September, ie two days early”
The company replied on 2026-09-17: “Hi Sathya. Thank you for taking the time to leave a review. I'm sorry to read about your experience, particularly after being a customer for around 25 years. I can appreciate how disappointing it…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“We've been paying for full fibre broadband for teh last 3 years only to recently discover that our infrastructure isn't fibre at all, but instead is the local old copper BT above ground cable!”
The company replied on 2026-09-15: “Hi there, Thank you for taking the time to share your experience. I'm sorry to read about the frustration and disappointment you've experienced with your broadband service and the support you've…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“8 months no internet”
The company replied on 2026-09-20: “Hi there, Thank you for taking the time to share your feedback. I'm sorry to hear about the experience you've had with your broadband service and the difficulties you've faced trying to get answers.…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unreachable
132 reports · 16% of complaintsrising since 2026-09“I have spent three weeks trying to resolve an error they made with the wrong price of a contract.”
The company replied on 2026-07-13: “Hi, thank you for taking the time to leave a review. We're sorry to hear about your experience and the frustration this has caused. We understand how disappointing it must be to agree to a price,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“I can’t get through to a human even though I keep repeating that I need to speak to someone.”
The company replied on 2026-09-19: “Hi Mel, Thank you for taking the time to leave such detailed feedback. I'm sorry to hear about the difficulties you've experienced while trying to resolve the issues with your accounts and broadband…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“I have still not received a single response”
The company replied on 2026-09-25: “Hi Jason, I'm sorry to learn about your experience and appreciate your frustration, particularly given the time that's passed since you first raised your concerns. I understand why you're…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Billing errors
101 reports · 12% of complaintsrising since 2026-09“they still haven’t taken them off even after several phone calls”
2 readers marked this review helpful on Trustpilot.
“we were still charged £47 the next day”
The company replied on 2026-09-17: “Hi Charles. Thank you for taking the time to leave a review. I'm sorry to read that you've been disappointed with how your account closure was handled. I appreciate how frustrating it must have been…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
“double charged me on my Netflix”
The company replied on 2026-09-17: “Hi James. Thank you for taking the time to leave a review. I'm sorry to read about your experience with your Sky Stream service. I can appreciate how frustrating it must have been to be charged twice…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Hard to cancel
87 reports · 10% of complaintsrising since 2026-09“I spent hours in online chat being constantly passed from one section to another”
The company replied on 2026-09-17: “Hi Delroy. Thank you for taking the time to leave a review. I'm sorry to read that you experienced ongoing issues with your TV service and that replacing the Sky Q box didn't resolve the problem. I…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“We simply wanted to cancel. It took approximately 40 minutes.”
The company replied on 2026-09-15: “Hi Stevie, Thank you for taking the time to share such a detailed account of your experience. I'm sorry to read that what should have been a straightforward cancellation left you feeling frustrated…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“I was told there were no deals for existing customers”
2 readers marked this review helpful on Trustpilot.
Overcharging
80 reports · 10% of complaintssteady“the first bill its nearly 3x more than offered to you on the phone”
The company replied on 2026-09-15: “Hi there, Thank you for taking the time to share your experience. I'm sorry to read about the frustration this situation has caused. I can understand how disappointing it would be if the charges on…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“I have spent three weeks trying to resolve an error they made with the wrong price of a contract.”
The company replied on 2026-07-13: “Hi, thank you for taking the time to leave a review. We're sorry to hear about your experience and the frustration this has caused. We understand how disappointing it must be to agree to a price,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“they increased my monthly payment by 76% over the last 30 months”
The company replied on 2026-07-01: “Hi Thomas, I’m sorry to hear you've decided to leave, especially as you've been happy with the service itself. I can understand why an increase in your monthly cost over time may be disappointing,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-26.