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55 Reviews
  • Free homemove
  • We got a cheap deal
  • Unhelpful customer service
  • Unreliable - kept disconnecting
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    55 Reviews
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      29.09.2014 22:45
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      • "Free homemove"
      • "We got a cheap deal"

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      • "Unhelpful customer service"
      • "Unreliable - kept disconnecting"

      Unreliable connection, but good homemove service.

      We were with Sky for just over a year once O2 Broadband had been taken over by them. As we were O2 customers, we got a really cheap deal, which we thought would be great. However, we found that Sky was not really very reliable in it's connection, and regularly disconnected (on a daily basis!) or ran really slow. We also found that at times it ran very slowly - I-Player would take much longer to load that it should have, and we often had to let everything load for a good half an hour until we could watch something without interruption.

      When contacting customer services (again, very regularly) they went through the same thing every single time - were all wires connected etc. (which they always were) and then admitting that there may have been a problem on their end. Also, when trying to cancel the contract, this was almost impossible (for about 3 weeks and multiple phonecalls) until I finally got one person in the homemove team who went above and beyond.

      Speaking of homemove, one excellent facility is that for us the homemove facility was free, so we could just switch the broadband over when we moved house with no hassle or charges. This was especially very helpful as we moved house a few times over the time that we were with them. However, again, there was a real discrepancy between the levels of customer service in this team - some people were absolutely wonderful, others just seemed like they wanted you off the phone and to go home (which they probably did, but customers shouldn't really get that feeling...)

      Overall, I'm afraid I wouldn't really recommend Sky broadband, due to the unreliability that we had. However, credit to them for the homemove service - this really is a great advantage that they have.

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      01.05.2013 13:34

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      Cheap and unlimited internet, only as good as your phoneline allows

      I live fairly close to the phone exchange so my experience will vary from other people, this is the standard Broadband unlimited, not the sky fibre product.

      Speed wise, i get about 16mb so almost the full advertised speed, It's not slowed down at peak times either, or speed limited once a certain threshold has been reached like i had with Virgin Media, they don't throttle certain things like torrent traffic which most other ISP's slow down aggressively at evenings/weekends.

      Customer service seems OK, i've had a few instances where the connection has gone down for an hour or 2, when my neighbors on O2 and BT have been fine, it was a local network problem however and the call centre, which is UK based, actually got an engineer to call me back to verify the problem before escalating it with someone at the local exchange.

      If you already have ADSL from O2, BT, Plusnet, etc, and already have a poor connection, it's probably your location or line quality and it's unlikely you'll get any better from switching to sky, so bear that in mind.

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      26.03.2013 22:09
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      Great complimentary product from sky, look for faster connections if your a data monster!

      So having been a sky broadband user for more than 3 years now, I have seen how the internet product has become based around speed. Remember those promises of high speed connections in the UK...well they exist but you have to pay a premium!

      Sky broadband offer a multitude of options and I recommend people do their homework first, you need to be thinking about what you might use the connection for! Because some of the packages are very limited!

      That said I am reviewing my connection, unlimited but of the normal speed, no frills other than I can download what I like. Of course I am reviewing in general and will keep it brief for this reason, it's not fair to summarize other services based on the one I have, and area limitations will undoubtedly apply so be sure to check the estimated speed if you're going to purchase

      1. Downtime, the net's worst enemy, I have never had any down time...to my surprise the connection is very reliable, it's never dropped out and other than finding that at 12:00 at night things go a little odd for a second or two whereby the router has to reboot (could be the router), it's always solid.

      2. Speed is OK, not mega fast keeping in mind I have the unlimited package speeds should be up in the 8gig limits but realistically they hover around 3. Again you should be doing your homework, always, whatever you do ask the sky to profile your connection. Upload speed is poor! Simply put it is less than adequate, sending files to Flickr and site the likes of...is a chore!

      3. Router - BASIC not much more to say, main comparison is the home hub from BT, quite an advanced little box, but the sky box is just a router nothing more nothing less.

      4. Customer services - -I have found sky quite helpful, when things have gone wrong (often my fault) the helpline is happy to help with little queue time, maybe some queue at peak time but never enough to note being on hold for too long.

      5. Cost, and here is the clincher, its cheaper when bought with a TV package! Come and be a sky TV customer and you get an OK connection for next to nothing in comparison. When you start talking about upping the speed that's when the bucks hit! Right back to my original point...speed costs these days and someone has to pay to lay fiber optic cables right...? If purchased alone I personally don't think it's anything special, it's a connection and that's the bottom line, complimentary to a range of products.

      Recommended? Yes in all fairness its a solid connection with the good help service, a router thrown in and OK speed for a good price. Would I want more? I always want more...I am a broadband customer. If you are hunting for a very very fast connection I strongly recommend that you consider looking for a more expensive product, sky base broadband packages are 'base'. That said the 3gig connections are letting me play games, download music and the only real bottleneck is 720 DPI+ streaming, buffering is common when trying to do such activity.

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        21.09.2012 01:14
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        pretty good

        I have been a customer of Sky Broadband for several months now, although the review will be mainly about the Broadband I also subscribe to Sky TV and get my line rental and home phone from them too. I switched from BT because I felt that the £60 a month I was paying for all of my services was too high, I worked out SKY would cost around £40 a month plus call charges but I have ended up paying just as much. I switched through Quidco which gave me £125 cashback plus £100 of Marks and Spencers vouchers. The cashback was paid within a month and the vouchers were sent recorded delivery within the same timeframe. Some companies do not honour their deals through cashback sites so I was delighted by how quickly Sky paid.

        The Internet component of my package costs just £7.50 a month for unlimited use. Like all other companies there is a fair usage clause to stop you downloading ridiculous amounts of content. My daughter downloads TV shows and the odd movie and I watch videos on YouTube and this has all come within the usage limits with no problems. It should be noted that when I researched the Sky internet prices for this review then it told me I would also need a Sky phone line which costs £14.50 per month which is the same as BT line rental costs.

        Sky billing is via monthly direct debit. They take the correct amount of money out every month although they do vary the day a bit which annoys me. There are no paper statements but the E statements are easy to access and understand on the Sky website.

        My internet speed is brilliant, my current speed is 100Mbps which is great. I have not noticed any slowing down of the service at any time even during busy times. I can access videos without any stuttering and downloads are completed quickly.

        I have had a few problems with the reliability of both the internet and phone service from Sky with fairly frequent dropping of the internet service. The longest it has ever been off is 2 days but generally the problem is that the internet drops for shorter periods of time, sometimes frequently for a minute at a time but sometimes longer. This is severely annoying and enough to make me reconsider whether I will renew my service when my contract is up.

        I like Sky customer service, they are based in the UK so there are no communication problems like there is with BTs Indian call centres. They are friendly and helpful, if the first line support team can't sort it out then they pass it on to the next team who get back to you within a day. I have also used Sky Facebook customer service when my phoneline went down but internet was working and they communicated with customer support but were not great at communicating with me about what was going on. The customer services and technical support numbers are free when calling from a Sky landline which is brilliant as I know some companies charge premium rates for tech support.

        Overall I am happy with the speed of my internet and the price of £7.50 a month is excellent, if they could sort out the reliability of their connection then Sky would be perfect.

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          06.08.2012 15:43

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          Great offers but poor customer service if something goes wrong

          I chose Sky Broadband because after much research it was the best offer around. I'd also had trouble with other companies in the past when things went wrong. Long story short...6 attempts later an account was opened at the right address and wasn't automatically cancelled by their systems because the existing line was been paid for by our landlords. We had no internet access for a month and there were some tears! I must have spoken to around 20 advisors, all of which were very nice but couldn't seem to do anything to override their computer systems. I was told to ask for compensation, they did eventually (3 months and several emails later) pay for my phone charges to call them but I got no other compensation. The service we have now is fine. I'd like to say I'll be moving companies when it comes to the end of my contract but I'd be too worried it would all go wrong again.

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          27.04.2012 11:34
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          Superb broadband at very good price

          I have been with AOL Broadband for many years now and have been waiting for Fibre Optic to come to my area and had my heart set on BT Infinity. After waiting for best part of a year and no further news of it coming to my are I was fed up of the calls from Talk Talk trying to get me to renew my contract with them I decided to switch to SKY Broadband.

          Unfortunately as Talk Talk had taken the line from BT I had an initial payout of £39.00 for Sky to arrange for my line to be taken back to BT which although I was reluctant to pay initially I knew I had to bite the bullet to get away from Talk Talk and had heard I would of had to pay this whoever I switched to.

          I placed the order via Skys online ordering on their website and was given the installation date almost immediately - the 18th April 2012. I was told that I would require a MAC code from my previous supplier and therefore rang Talk Talk to obtain this only to be told that as I was switching from an LLU Broadband Service this would not be required by my new supplier.

          As the 18th approached I received my SKY Broadband router in the post approx 5 days prior to switch-over, the router was a nice design with a stand which enabled it to be stood on its side to save space.

          At approx 7am on the 18th April my AOL Broadband was disconnected as they switched not only the broadband but the phone-line over as I was switching to SKY Talk at the same time. I plugged in the new router, turned the power on and waited for the broadband to go live. My phone line was off for approx 5 hours and I received a phone call at about 2pm to advise the broadband was back up and running. I was astonished - when I had my AOL router and switched that on I had to go into the router settings to set up my username and password. No such nonsense with Sky - my router was personalised and already had my username and password set up on it so as soon as the broadband went live the router found it and connected straight away. I even managed to keep my original telephone number which was an added bonus.

          So far so good - my broad band speed has gradually been increasing since installation which was at approx 4mb/s. When last checked 2 days ago it was up to 10mb/s and have been told it will eventually reach approx 18mb/s.

          So - to those of you who are looking to switch - Sky in my eyes is the one to go for - nice looking router, very easy set-up, very little interruption of service and had a reduced rate for my broadband service for 6 months. (half price).

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          26.03.2012 14:50
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          Reliable Broadband at a bargain price - great technical help if you need it

          When we decided to go with Sky for our TV, we looked at the offer on the Broadband as well. At that point we were using a Vodofone Dongle and I think the hamster that was powering the speed had keeled over, dial up was quicker!!! So when we looked into Sky we were amazed at how good the price was. For £7.50 a month we managed to get (truly) unlimited broadband and an estimated speed of 8MB. Impressive

          We ordered our packaging and a couple of days later the guys came and installed it. They set up the new router, linked it to the Sky Box and gave us all the software for the laptop. We were very impressed. We set it up easily as the software is installed via a disc which takes you through the whole process step by step. Within an hour we were set up and ready to start surfing!

          We were amazed at how quick it was compared to the Dongle we had been using so we we're very happy. It was only at Christmas this year when we tried to download a film via the Sky Box Anytime that we realised that the internet speed was not up to scratch. So we rang the Sky technical support and logged our complaint. A very helpful technician rang us straight back after running a line speed test and indicated that the internet had not been installed correctly for optimum performance. This was the fault of the guys from Sky who had installed it for us and had split the line too many times, so by the time the internet reached the router the speed had dropped from 8MB to 2!

          The technician said this would have been fine working on the laptop and our Iphones but would not cope with any streaming. The technician talked us through anew set up and straight away the speed booted up. OK so we are not getting the estimated speed but as we had had these issues I managed to haggle the bill down to just £4.50 a month so we were very happy with the result.

          Since then the speed has remaining at 5MB and that is plenty for our needs. It works well with our Iphones, Laptop, Sky Box and PS3 and has never gone down or stopped working. We are really pleased with the Sky Broadband and will not be looking to change for a long while!

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          10.03.2012 02:03

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          So easy from start to finish i'm even recommending to my parents

          From ordering to installation getting Sky Broadband has been an absolute breeze.

          I ordered Sky for our new flat through a cashback website, so I had already reduced the overall cost for the year as I am due £100 cashback over the next 12 months, but with a special offer of reduced broadband charges and line rental for a little over £17 per month, unlimited downloads, a 12 month contract, a free router, free line installation and free evening and weekend calls how could i refuse.

          The order process was extremely easy: check you can get Sky then order it. The website allows you to check on the progress of your order as well as reschedule your installation date (if required). The installation guy (it was outsourced to another company) was friendly and helpful, and even let me know what he was doing, which most people wouldn't bother with but i'm inquisitive. The router arrived before it was scheduled and I was up and running a full 3 days before the stated activation date.

          The first few days started off with a relatively slow speed, approximately 2mb, but this has been stabilised and i'm now getting around 8-10mb, at the top end of the estimated speeds Sky had estimated. Presumably this will change as traffic management rules come into effect, but at the moment I really can't complain!

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          13.06.2011 14:07

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          excellent

          I recently changed from Virgin to Sky Broadband. I realised that I was paying over the odds for what was really a rather substandard broadband service.

          To have Sky broadband I had to have a BT line installed, as is the case with many other providers. Sky only charged me £10 for this, as opposed to other providers who tried to charge me in excess of £50 .

          I had to wait a couple of weeks for the BT engineer to install the line and this had to be on a week day, meaning I had to day a day off work, but the engineer arrived within the booke time slot and got on with the install.

          As there had never been a BT line at my property the engineer had to pull a new wire down from the telephone wires outside, so this took a while to complete. Considering it was a difficult job he completed it within about an hour with no mess or fuss.

          I then set up my broadband equipment provided by Sky as per their instructions and my broadband worked instantly without a problem. I have had it for about 2 weeks now without a single problem. I am very glad I changed over.

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          03.05.2011 01:45

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          An ISP that I would recommend, just make sure your line is faultless.

          I have had Sky TV for the last 5 years, in December 09 I decided to also invest in their Line Rental and Broadband packages due to the massive savings of around £30 per month over BT, my old ISP.

          It started off great, I setup was easy and altering the more advanced router settings allowed me to get a good secure and stable connection. I had a downstream connection speed of around 5 megabits p/s. This all changed when the hassle of DLM (Digital Line Management) started...

          After the first 3 months I had experienced no problems with my service. The DLM started running and over the next 3 weeks reduced my connection to 2 megabits p/s to "stabilise my connection" even though it was 100% stable anyway!!! although customer service were trying to be helpful it took multiple calls to get through to higher level technical support to permanently remove the DLM.

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          15.09.2010 12:57
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          so far so good!

          We had a bit of a nightmare with our sky braodband! We ordered Sky TV, phone and broadband as a package as the broadband was free if you ordered the other 2, we sat here waiting for the broadband for weeks! We called sky and they said they didn't even receive the order! So we had to wait another 2 weeks! We received a letter from Sky with the activation date and a few days after received the router by recorded delivery.

          Once the activation date came I set up the broadband. Everything is included in the box, they supply you with an adaptor to plug into your phone socket with 2 ports so you can have you phone and broadband plugged in at the same time. It is so easy to set up, there is a start up disk included in the box which gives you a step by step guide on setting up your broadband, it's so easy! It's very useful as well being able to move around the house with your laptop and still getting signal from the wireless router!

          I havn't experienced any problems of lost signal or screen freezing like I use to with my old provider! So far so good! Was a bit of a wait to get the broadband but was worth it in the end!!!

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          02.06.2010 18:03
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          The efficiency of Sky TV has obviously not be transferred to their broadband operations

          After being a life long AOL customer (going back to the days of those free floppy disks), are contract expired and we decided to go on the search for a new cheaper provider. Already being with Sky for TV, it was natural for us to take a look at what they were offering. At the time there was a deal for six months free broadband and phone (just pay for line rental). In the end we opted for this, as it was the cheapest offer we could get for unlimited downloads and an acceptable speed.

          Unfortunately, we didn't factor in Sky's useless customer service record, having the pleasure to experience it ourselves. They put the 'incompetent' in 'SKY CUSTOMER SERVICES ARE INCOMPETENT'!! Who do they get to man those phones - apes? It took around three weeks for us to finally get our broadband delivered and running properly and to this day we still haven't seen our Electricity Monitor (which was part of the perks).

          Since then there have be minimal problems, but it would of been so much easier just to stay with AOL or move somewhere else. I beg anyone considering a move to Sky, don't be drawn in by the offers of 'one bill' or free for six months, you'll save yourself so much hassle if you choose someone else.

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          01.06.2010 22:01
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          Don't even think about it

          We had Sky Broadband as our previous broadband provider, it came as a bundle with TV and phone-line.

          The "Service"

          I'm not at all technical, I don't understand all the speed jargon or fair usage policies etc, but I was told, by one that did know, that our broadband was operating well under the stated speed that we were paying for. As I said before I can't be technical but the simple facts are that if I tried to access the internet between the hours of 11pm and 6 or 7am the pages would load in an acceptable time, between the hours of 7am and 3pm they would load slowly and from 3pm until about 10pm we could rarely get on line. The customer service was appalling, insisting we went through the same trouble shooting tips each time when they hadn't worked the previous thirty, forty or fifty evenings, which I explained to them at our expense, they would never ring us back. The final straw was on evening fifty seven of having no broadband when I was informed by their customer service representative that we probably couldn't connect in the evenings due to our wires being too hot! I declared the contract null and void there and then as they weren't providing the service they'd promised. We were chased for a further nine months for money owing by us for the "service" they'd "provided" us with.

          Cost and Availability

          It is available to all Sky customers I believe. We paid only a fiver a month for our broadband but it was part of a bundle that amounted to well over fifty, badly spent, quid a month!

          Don't touch Sky Broadband with a ten foot barge poll!

          I only awarded one star because you can't award none.

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          30.04.2010 20:19
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          A great broadband provider.

          I just want to say we've had sky broadband for two years now and are extremely happy, we've had many different broadbands in the past but sky have been great.

          We have had the odd time where the broaband cuts off but it's not very often and everytime we ring customer service they are extremely helpful and have been able to sort it out straightaway without any problems - it can take a while but we work through it.

          One of the times we needed a new router and the thing about sky is they only like you to have their router and they pay for it - so we don't mind that. It means anytime it stops working or breaks down they send a new one for no extra cost - I don't know any others that do that.

          I have found the speed is fine and the amount of download we get has never been a problem. We use sky for television and phone and we only pay an extra £5 for the broadband it's been great.

          There are three broadband levels so if you find you are going over your limit you can just increase your payments but we're online 24/7 and I use it most of the day and we have no problems admittedly it's mainly browsing internet I don't watch many films or television online.

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          25.03.2010 19:21

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          Sky Broadband promised much and delivered very little. The broadband speed of 40KBytes per second is not broadband speed. Line tested is over 7 MBytes per second.20 GByte limit is a joke. After 1 GByte the message displayed is that I am an Abuser.3GBYtes required for live TV? You must be joking - sometimes it takes 2 minutes to just download the web page.However, if I want to use the service @ 0300 its fine!SKY Broadband is a joke and a bloody waste of time and space.Don't use SKY for Broadband is my message.Can't wait to dump them.

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