sKY BROADBAND CUSTOMER SERVICE REVIEW
Sky Broadband customer service: How good is it?
Perhaps still better known as a TV provider, Sky Broadband is nevertheless one of the biggest broadband providers in the UK, meaning big responsibilities to a lot of customers. Let’s see how they fare.
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Sky Broadband customer service scorecard
Six key areas. One overall score. All calculated using our transparent methodology.
Customer experience
What customer data says about satisfaction, complaints, call waits, review sentiment and how the provider performs when judged from outside.
Contact options
How easy it is to get help, including phone, live chat, messaging, account tools, accessibility routes and fault-support channels.
When something goes wrong
How faults and outages are handled, including checking tools, reporting routes, updates, compensation and backup options.
Help for vulnerable customers
How well extra support is provided, including accessibility routes, alternative formats, priority help, financial difficulty and nominated contacts.
Complaints policy
How clear the complaints process is, including response times, escalation steps, ADR access and specialist complaints support.
Online help and account support
How useful the digital support setup is, including apps, account portals, help articles, diagnostics, fault reporting and tracking.
INTERACTIVE CHART
Compare customer experience by provider
Choose two broadband providers, then use the buttons below to compare Ofcom and Trustpilot customer experience data.
Overall service satisfaction
Ofcom satisfaction with service overall
Sources: Ofcom, Trustpilot.
Latest overall
satisfaction
84%
Industry avg: 82.8%
Complaints to Ofcom rate
21 per 100k
Industry avg: 47.2 per 100k
Average call wait
46s
Industry avg: 2m 39s
Satisfaction with complaint handling
63%
Industry avg: 52.8%
According to Ofcom
Overall satisfaction has remained between 80% and 86% across the five-year view, with the latest figure at 84%. That’s remarkably consistent and tells us most people are very happy with the service Sky Broadband provides.
Complaints to Ofcom are very low and stable. Sky recorded just 20 complaints per 100,000 subscribers in the latest year, exactly where it began in 2020 and comfortably below the industry average. Its best result was 16 in 2023, so there’s no big improvement story here, just consistency in being best, or close to best.
Complaint handling is more uneven, moving between 53.9% and 62.7%. The latest figure is 61.7%, which is close to Sky’s best and sits above the industry average. Roughly three in five people who complain are satisfied with how Sky deals with it. That’s very decent, but perhaps not dazzling.
Call waiting is the standout improvement. The average reached 3 minutes 10 seconds in 2021, stayed above two minutes in 2022 and 2023, then collapsed to just 43 seconds in 2025. If you need to speak to someone, Sky is now picking up the phone considerably faster than almost anyone else.
The Ofcom figures show a provider performing consistently well. Satisfaction is high, serious complaints are low, complaint handling is respectable and the one obvious historical weakness, call waiting, has improved enormously.
According to Trustpilot
Sky’s Trustpilot score fell gradually from 1.6/5 in the earliest sample to 1.3/5 in July 2025, then more than doubled to 2.7/5 by July 2026. That’s a major turnaround, even if 2.7/5 is still some distance from brilliant.
The review mix supports the improvement. One-star reviews fell from 85% in July 2025 to 73% a year later, while five-star reviews rose from 8% to 20%. Sky’s profile remains dominated by unhappy reviewers, but it’s considerably less hostile than it was.
The complication is review volume. Sky went from 15,537 reviews in July 2025 to 27,119 in July 2026. That's an increase of more than 11,500 in a single year. That’s far larger than any previous rise shown, so we can’t neatly separate improving sentiment from the effect of gathering many more reviews.
Trustpilot also covers the wider Sky brand, rather than Sky Broadband alone. And, as ever, people are more likely to review a provider when something has gone wrong than when their service simply works. The score shouldn’t therefore be treated as a clean broadband satisfaction measure.
Even with those caveats, the change is too large to dismiss. Sky has substantially more five-star feedback, a smaller proportion of one-star reviews and a score more than twice as high as a year earlier. Something has clearly improved, we just can’t credit the whole jump to better service with absolute certainty.
The Sky Broadband fault process
Sky starts with service checks and online diagnostics, with My Sky, live messaging and phone support available when the automated tools run out of road.
1. Check
Use Sky's service status and network checks to see whether the problem is already known.
2. Diagnose
Run Sky's online broadband diagnostics or use My Sky for account, service and fault checks.
3. Report
If the tools don't fix it, report the fault online, through My Sky, by live messaging or by phone.
4. Track
Keep checking My Sky, service status and Sky's updates while the fault is being investigated.
5. Resolve
Automatic compensation can apply for delayed activation, missed appointments and total loss of service.
Service status checks
Sky can check area faults, service status and your broadband connection.
Guided broadband fixes
Sky has online diagnostics and My Sky checks for service and fault problems.
Report online, app or phone
If the tools don't fix it, report online, use My Sky, message Sky or call.
Automatic compensation
It can apply for delayed activation, missed appointments and total loss.
No broadband backup
Sky doesn't offer true broadband backup as standard or as a paid extra.
Having trouble choosing a broadband provider?
No single best provider or package exists – only the best pick for you personally. Fibredog's YourMatch™ system uses thousands of provider metrics and a lot of maths to find you your perfect match.
Help for vulnerable customers
Extra support only matters when it covers the difficult situations people actually face. Sky gets almost everything right here, with practical help for accessibility needs, serious illness, financial difficulty, bereavement and much more.
Support when you need it
Sky lets you register additional needs on your account, helping its support teams understand what assistance you require when you make contact. Its vulnerable-customer policy covers a wide range of circumstances rather than treating everyone as though they need the same service.
Qualifying registered broadband and landline users can receive priority fault repair when losing service would create a more serious problem. That gives the policy some practical weight instead of leaving you with a page full of sympathetic words.
Accessible support in every format
Sky offers bills and correspondence in large print, Braille and audio, alongside Text Relay and British Sign Language support. These aren’t token additions. They give you workable alternatives when an ordinary phone call or standard printed bill isn’t suitable.
You can also nominate someone you trust to help manage the account or speak to Sky on your behalf. That can make an enormous difference during illness, disability or any period when handling the account yourself becomes difficult.
Sky covers life’s most difficult moments
Financial difficulty and bereavement both have dedicated support. Sky explains how to ask for help with payments and how to deal with an account after the account holder has passed away. These are situations where a generic customer-service queue simply isn’t good enough.
A social tariff is also available for people who qualify. Taken together, Sky’s vulnerable-customer support is exceptionally complete, easy to find and built around practical forms of help. We couldn’t find a single meaningful omission.
What does Sky Broadband do to help vulnerable customers?
Here’s a quick look at the extra-help routes available from this provider, covering everything from accessibility support, alternative formats, nominated contacts, money worries and social tariffs.
Checked from customer-support data. Fibredog tracks the extra-help features of all providers, so this boxout updates when anything changes on the provider end.
How BSL and accessible help work with Sky Broadband
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Choose your support route
Choose the route that works best for you, whether that's phone, online messaging, Text Relay, BSL support or My Sky.
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Use accessible contact routes
Use Text Relay, Sky's BSL contact route or its accessibility pages.
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Explain your needs
Tell Sky what help you need, such as BSL support, alternative-format bills or notes for future contact.
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Get tailored help or escalation
Sky can add a nominated contact, arrange priority repair where it applies and route you to the right team.
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Ongoing support if needed
Sky can keep support in place, including accessible bills, account notes and extra help when your situation changes.
Complaints policy
Sky complaints process explained step by step
Raise a complaint
Complain through Sky's online messaging, by phone or by post. Explain what went wrong, provide your account details and tell Sky what you want it to do.
Get a response
Sky aims to respond and agree a resolution within ten days. Complicated technical complaints may take longer to resolve.
Escalate if it is not fixed
If the first response doesn't solve the problem, ask Sky to escalate the complaint through its internal process.
Deadlock or 8 weeks
You can approach CISAS if Sky issues a deadlock letter or the complaint remains unresolved for eight weeks.
Independent ADR
CISAS can independently review the dispute when Sky's internal complaints process has failed to resolve it.
ADR is the final escalation method. Sky's complaints guidance allows you to use CISAS after a deadlock letter or once the complaint has remained unresolved for eight weeks.
Free to use
Independent ADR provider
If Sky can’t resolve your complaint, CISAS is the approved ADR scheme for its broadband services.
- 70 Fleet Street, London EC4Y 1EU
- 0207 520 3814
- cisas@cedr.com
- cedr.com/cisas
Accessible complaints support
Sky provides accessible complaint handling through Text Relay and British Sign Language support, with correspondence available in Braille, large print and audio formats.
How Sky deals with complaints
Code of practice
Publishes a complaints code and explains the escalation route
Complaint routes
Online messaging, phone and post, with accessible support available
10-day target
Sky aims to respond and agree a resolution within ten days
Internal escalation
Explains escalation and when a deadlock letter can be issued
ADR after 8 weeks
Deadlock letter or eight weeks opens the independent CISAS route
Accessibility support
Text Relay, BSL, Braille, large print and audio support
Email support is available
Sky publishes mysky@sky.uk for written account notices and cancellation requests. It isn’t the fastest way to get live fault support, but it does give you a genuine email trail when you need one.
How Sky's digital support works
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Sign in
Sign in to My Sky online or through the app to manage your account, bills and services.
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Check help articles
Search Sky Help for billing, account, broadband, router and fault guidance.
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Message or call Sky
Use Sky's human live chat and online messaging, or call the support team.
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Run diagnostics
Use Sky's service checks, area fault checker and broadband diagnostics to find connection problems.
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Report faults
Report a broadband problem online or through My Sky, then move to further help if needed.
What you can do on the app
The My Sky app is built for quick account and support jobs from your phone. You can check bills and account information, view your package and manage the parts of your service Sky makes available online.
Broadband support is properly integrated too. The app can run diagnostics, check your service and help identify whether a fault is already known.
You can report a broadband problem through the app and move towards further help when the automated checks don’t solve it. That makes the app useful during an outage, rather than simply another place to view your bill.
Some account changes still require direct contact, particularly cancellations. For most everyday admin and broadband support, however, the app covers most of the common jobs.
What you can do online
My Sky gives you a fuller account-management service in your browser. You can check bills and account information, manage your package and make changes without calling.
The Help Centre contains searchable articles covering broadband, routers, billing, account support, accessibility and common technical problems. Its automated chatbot is also available around the clock.
For broadband faults, you can check service status, look for area problems, run diagnostics and report the issue online. Human live chat, web messaging and phone support are available when the automated route runs out of answers.
Sky also publishes mysky@sky.uk for written account notices and cancellation requests. Written cancellation requests still require account verification, but the email route gives you a proper written record if you need one.
Sky Community
Sky Community is useful when your broadband question is too specific for an ordinary help article.
You can search existing discussions, ask other Sky users and find practical help with broadband, Wi-Fi, equipment and account problems.
Available now: Sky Community is a genuine additional support route. It can help with unusual questions, although faults still need to be reported directly to Sky.
Having trouble choosing a broadband provider?
No single best provider or package exists – only the best pick for you personally. Fibredog's YourMatch™ system uses thousands of provider metrics and a lot of maths to find you your perfect match.
Some links on this page may earn us a small commission if you click through and buy. This never affects either what you pay, or our scores and recommendations. If, however, you’d rather bypass affiliate links, use this direct Sky Broadband link instead.
