A neutral, platform-by-platform read of what Sky customers actually say in 2026. Trustpilot, the Q4 2025 Ofcom complaints table (where Sky is the best-rated big ISP at 5 per 100,000), the Which? annual survey and a Selectra audit of Sky’s online presence. We show every score we could verify and explain what each one really means.
Selectra score
3.6/ 5
Method
Aggregated across 6 platforms
Ofcom-weighted, May 2026
Reviewed
19 May 2026
Platform by platform
What every score actually means
Different review platforms attract different audiences and use different scales. Looking at any single number in isolation is misleading. Below is every Sky review pool Selectra could verify, with a neutral read of the main opinion on each.
Trustpilot, sky.com
1.4/ 5
~25,000 reviews
Mostly negative
Sky’s public Trustpilot page is dominated by people who landed there after a problem. The strongest recurring complaints are mid-contract price rises, retention pressure when haggling and slow refunds after cancellation. Sky rarely replies on Trustpilot, which keeps the score depressed. Read alongside the Ofcom data rather than instead of it: only about 0.2% of Sky’s 12 million customers ever write a review.
A smaller, less-publicised Trustpilot page pooling broadband-only complaints separately from the main sky.com profile. Same self-selection bias as the main page, the average reviewer is unhappy. Most useful as a list of recurring broadband-specific complaints (line drops, slow installs, WiFi black-spots) rather than as an average customer view.
Ofcom publishes the only fully independent dataset on UK telecoms complaints, counted per 100,000 customers. In Q4 2025, Sky received 5 broadband complaints per 100,000, comfortably below the industry average of 8 and roughly half of BT’s 9. Sky and Plusnet (both 5) are the best-in-class big ISPs by this measure. The main complaint categories for Sky are faults and pricing.
Which? asks existing customers a structured set of questions every year. The headline number to look at for Sky is the complaint-satisfaction score: 54%, one of only two big-name ISPs above the 50% threshold. Overall customer satisfaction sits mid-table (above Vodafone and TalkTalk, below Plusnet) and Sky has not held a Which? Recommended Provider badge in recent years.
The dominant view on MoneySavingExpert is that Sky is a strong technical product (especially Sky Q and Sky Stream) but expensive vs Plusnet on the same Openreach line. Forum users routinely advise haggling hard at renewal, where Sky’s retention team is known to match new-customer pricing for customers who threaten to leave. Sky Sports add-on threads are the most-praised category, broadband price-rise threads the most-complained.
Uswitch collects ratings from customers who switched broadband through its comparison engine. Sky scores around 3.5 out of 5 here, above the big-ISP average. The strongest single driver of positive ratings is the WiFi Guarantee on Full Fibre, the most common complaint is the price after the first contract ends.
What customers most often praise and complain about
When you read enough reviews, the same words come up over and over. These are the four most recurring positive themes and the four most recurring complaints, synthesised across every platform above.
What people praise most
Sky Q user experience
The Sky Q on-screen guide, voice search and multi-room fluid viewing remain among the best-rated UK TV interfaces. Customers who have had Q for years rarely want to leave it.
Customer service when reached
Sky is one of only two big ISPs to clear the 50% bar on Which?’s complaint-satisfaction question. When customers do get through to a human agent, the experience is rated above the BT or Vodafone equivalent.
Fast and stable Full Fibre
Customers on Sky’s Full Fibre 100, 500 and Gigafast tiers report speeds within 10% of the advertised average and very few drops once installed. The Openreach FTTP network is performing as promised.
Strong TV content offer
Sky Sports, Sky Cinema, Sky Atlantic originals, plus Netflix bundled in, plus the streaming apps native to Sky Stream and Glass. The content depth is genuinely deeper than any other UK pay-TV provider.
What people complain about most
Price rises mid-contract
Even after Ofcom moved Sky to fixed pound-and-pence rises in 2025, the annual £3-£4 a month rise still surprises customers because it is buried in the contract small print.
Retention pressure when haggling
Sky’s retention agents are skilled at saving customers, which is good if you want a deal and bad if you genuinely want to leave. Reviewers report needing two or three calls to actually close an account.
Satellite weather issues on Sky Q
Sky Q customers report brief drops in live channels during heavy rain or snow, the trade-off of satellite delivery. Sky Stream and Glass avoid this entirely.
Expensive vs Plusnet on the same line
On Openreach Full Fibre, Plusnet (also owned by BT, also on Openreach) is usually £8 to £12 a month cheaper for the same physical line. Sky is rarely the price-sensitive choice.
Selectra audit
Sky’s online presence, channel by channel
Customer satisfaction is shaped as much by the website, app and live-chat experience as by the phone line. Selectra audits each channel directly.
Channel
Selectra verdict
Detail
Website (sky.com)
Strong
Clean, fast, mobile-friendly. Postcode checker, deal pages and Sky Q feature pages are clear and accurate.
MySky account portal
Good
Bills, packages, diagnostics and recordings are self-service. Cancellation and account-holder changes still bounce to the phone.
MySky mobile apps
Strong
iOS and Android apps rated 4.8 and 4.4 respectively in May 2026, the best-rated UK ISP self-service app on either store.
Sky Go app
Good
Live TV and recordings on phones, tablets and laptops. Solid streaming quality, occasionally laggy login flow.
Social customer service
Good
@SkyHelpTeam on X replies in working hours and moves issues to DM. Facebook is slower but still responds. Among the better social-help operations of any UK ISP.
Live chat
OK
Available 24/7 but starts with a chat-bot. Asking for "agent" routes to a human. Useful for billing, less so for complex faults.
Accessibility team
Strong
Free 0800 line, sign-language video relay, audio-described listings and large-print billing. Well-rated by disability advocacy groups.
Selectra verdict
Aggregated from all platforms above
Sky scores roughly 3.6 out of 5 on Selectra’s aggregated read. The Ofcom complaints number (5 per 100,000) is genuinely best-in-class among the big ISPs, the Which? complaint-satisfaction score (54%) clears the 50% bar that BT, Vodafone and TalkTalk all miss, and the TV product (Sky Sports, Sky Cinema, the new Sky Stream box) is the deepest content offer in the country.
The single piece of advice that comes out of every platform is the same: haggle at renewal. Sky’s retention discounts are real and often match the new-customer price you see on the website. Putting a calendar reminder one month before your minimum-term end date is worth roughly £100 a year. If you are not willing to call up and haggle, expect to pay 25 to 40% more than the equivalent Plusnet line over Openreach.
Pros
Best Ofcom complaints score among the big UK ISPs (5/100k).
Deepest TV content offer in the UK, Sky Sports, Cinema, Netflix bundled.
54% complaint-satisfaction in Which?, above the big-ISP average.
Best-rated UK ISP mobile app (MySky 4.8 / 4.4 on the stores).
Cons
Expensive vs Plusnet on the same Openreach Full Fibre line.
Mid-contract annual price rises (£3-£4 per month per year).
Cancellation requires a phone call, no clean online cancel button.
Public Trustpilot pool is small (~25k of 12M customers) and skewed.
FAQ
Sky reviews, your questions answered
Are Sky reviews trustworthy?
The Trustpilot score (~1.4 / 5) is a real number but it is not a representative average of the Sky customer base, only the ~0.2% of customers who land on Trustpilot after a problem. The far more trustworthy datapoints for Sky are Ofcom complaints (5 per 100,000, best big ISP) and the Which? customer survey (54% complaint satisfaction), both of which sample more representatively. Treat the platform scores as a list of recurring complaints, not as the average customer’s view.
Why is Sky’s Trustpilot score so low if Ofcom rates it highly?
Sky does not actively use Trustpilot as a feedback channel. Unlike BT (which emails customers after positive interactions and pumps positive reviews into its main Trustpilot page), Sky leaves Trustpilot alone, so almost everyone who writes a review is doing so to complain. Ofcom collects complaints data on the entire customer base, so its 5 per 100,000 number reflects the average Sky customer’s experience. The two are both real, they just measure different slices.
How does Sky compare with BT, Virgin Media and Plusnet?
By Ofcom Q4 2025 complaints per 100,000 broadband customers, the ranking from best to worst among the big four is Plusnet (5) = Sky (5) → Virgin Media (7) → BT (9) → Vodafone / TalkTalk (10). Sky and Plusnet are the best-in-class big ISPs. Plusnet is cheaper on the same Openreach line but Sky has the better TV and customer-service product when something goes wrong.
Does Sky publish its complaint resolution times?
Sky publishes the Ofcom complaint figures every quarter under regulator rules. It does not publish an internal "how fast complaints are resolved" metric on its website. The Which? survey says 54% of Sky customers who raised a complaint were satisfied with the outcome, one of only two big ISPs above the 50% mark. The official complaints procedure is on the Sky complaints page and the alternative-dispute-resolution scheme is CISAS, not Ombudsman Services.
What is Selectra’s overall Sky verdict?
Sky is the strongest combined broadband + TV product in the UK, with the best Ofcom complaints number among the big ISPs and customer service rated above its rivals when you reach it. The weakness is price: the same Openreach Full Fibre line is usually £8 to £12 a month cheaper through Plusnet. Pick Sky if you want one big brand for broadband and TV and you value being able to ring up. Pick Plusnet if you only need broadband and you are price-sensitive.
Convinced or curious?
Compare Sky’s current deals with the rest of the market
Use the live Sky page for prices at the moment you click, or compare Sky against BT, Plusnet, Virgin Media and the smaller alt-net providers using the same Openreach line.
