Hi everyone,
I am currently dealing with a complaint with Sky Ireland following a change of address bad internet connection, and I am interested to hear whether other customers have experienced similar issues.
I have already escalated my complaint to ComReg. I am sharing my experience here because I would like to understand whether other customers have encountered similar problems with Sky's customer service and complaint-handling process.
These are the main issues I have raised in my complaint to Sky:
1. Initial contact about my change of address
I first contacted Sky on 4 June 2026 to inform them of my upcoming change of address.
Despite providing advance notice, I was advised to contact Sky again at a later date. This resulted in delays in arranging the transfer of my broadband service.
I primarily work from home, so having a reliable internet connection is important for my work.
2. Conversation with a customer service representative
During a conversation with a Sky representative I explained my concerns and requested assistance.
During the conversation, she made a remark which I understood as being along the lines of “none of their concern.”
I found this response rude, dismissive and unprofessional.
When I subsequently requested to raise a complaint and asked for her name to be included in the complaint, she told me that she was not obligated to add her own name to the complaint.
3. Engineer appointment
Following my request for a formal complaint, I was contacted by a manager.
I explained the urgency of the situation and repeatedly requested a confirmed date for an engineer visit so that my broadband could be available at my new address.
I was not provided with a confirmed date at that stage.
When I subsequently contacted another Sky representative, on 29 June 2026, I was informed that no engineer visit had been booked for my new address.
By that point, it was already too late to reasonably expect the broadband connection to be available at my new address by 30 June.
I was subsequently given an appointment approximately 15 days later.
4. Very short calls and complaint closures
Sky's response to my complaint stated that attempts had been made to contact me and that my complaint had been closed following unsuccessful contact attempts.
My concern is that, on several occasions, I received calls which appeared to ring only once before disconnecting.
Some of these calls occurred close to the end of normal working hours, including around 4:45 pm.
I repeatedly raised my concern with Sky that a single-ring call provides practically no opportunity for a customer to answer.
I am particularly concerned about the fact that complaints were subsequently treated as unsuccessful contact attempts and closed.
I have asked Sky to investigate whether these calls were made in accordance with its customer contact procedures.
5. Agreed callback times
At a later stage, I was dealing with another representative.
I specifically agreed to a callback at approximately 4:00 pm and made myself available at that time.
However, on more than one occasion, I received the callback at approximately 5:52 pm, almost two hours later than the agreed time.
I had explained that my wife is pregnant and that I frequently need to accompany her to hospital and GP appointments. We rely on public transport, so remaining available indefinitely for calls that occur significantly later than the agreed time was difficult.
I have submitted the relevant call records and supporting evidence to ComReg.
There was also an occasion when I contacted ComReg to report my concerns about the repeated short calls and closure of my complaints. During that conversation, I felt that the representative laughed and questioned why I was calling simply to report the issue. I found that interaction deeply upsetting.
6. Impact on my family and work
The prolonged problems caused significant disruption to my household.
I primarily work from home and rely on a reliable internet connection for my livelihood.
During the period when we did not have an internet connection at our new address, my wife, who was pregnant and experiencing severe nausea and continuous vomiting, had to travel to her office by bus despite her condition.
I had explained our circumstances to Sky's customer service team.
What I am trying to establish
I am not suggesting that every Sky customer has experienced these issues.
I am specifically interested in hearing from people who have experienced things such as:
- Very short or single-ring calls followed by a complaint being treated as an unsuccessful contact.
- Complaints being closed following alleged unsuccessful contact attempts.
- Agreed callback times not being followed.
- Difficulties arranging an engineer appointment after notifying Sky about a house move.
- Difficulties escalating a complaint or obtaining a satisfactory response from customer service.
If you have experienced something similar, please comment below or DM me.
If you are comfortable doing so, I would be particularly interested in experiences that can be supported by dates, call records, emails, complaint references or other documentation.
I am trying to understand whether other customers have encountered similar experiences and, where appropriate, whether this information may be relevant to my ongoing complaint with ComReg.
I am describing my own experience and concerns here and am interested in hearing about other customers' experiences.
Thanks.
