Sky
TV and communications provider. Products & services: Broadband, TV, Mobile.
Updated: 2 August 2026
Company Overview
- Industry
- Telecoms & pay-TV (broadband, landline, mobile, television)
- Parent company
- Sky Group / Comcast Corporation
- Regulator
- Ofcom
- Ombudsman
- CISAS (Communications and Internet Services Adjudication Scheme, run by CEDR) — not the Communications Ombudsman
- Founded
- 1989 (Sky Television launched 5 February 1989; Sky UK Limited incorporated 10 March 1994)
- Legal entity
- Sky UK Limited (company no. 02906991)
- 7(industry average 7)Broadband complaints per 100,000
What customers complain about
Customers most often complain to Sky about billing and price rises, service faults and loss of connection, and the way complaints themselves are handled. Ofcom's quarterly data shows Sky's broadband, landline and pay-TV complaint rates are usually at or below the industry average, while Sky Mobile has recently sat above the pay-monthly mobile average, with 'complaint handling' cited as its leading complaint reason. A long-running dispute over whether TV customers could leave penalty-free after mid-contract price rises ended with Sky having to let satellite TV customers exit without penalty. To complain, contact Sky first (phone, secure MySky messaging or post); if unresolved after eight weeks or on receiving a deadlock letter, escalate free of charge to CISAS, the Ofcom-approved adjudicator that covers Sky. Ofcom's automatic compensation scheme pays fixed daily sums for qualifying broadband and landline faults.
Complaint categories
- 1Billing, charges and price rises
Disputes over bills and annual mid-contract price increases are a recurring theme for Sky, sharpened by Sky's approach of letting customers leave penalty-free rather than pre-stating rises in pounds and pence.
MoneySavingExpert and Ofcom coverage of Sky's mid-contract price-rise handling and the Sky v Ofcom TV price-rise ruling (2025–2026). - 2Service faults and loss of connection
Loss of broadband or phone service and slow-speed / intermittent faults are common complaint drivers; qualifying total-loss faults attract Ofcom automatic compensation.
Ofcom automatic compensation scheme rules for broadband and landline providers, which Sky participates in. - 3Complaint handling
For Sky Mobile specifically, Ofcom's Q4 2025 data cites complaint handling as the leading reason customers complained, and Sky Mobile sat above the pay-monthly mobile average.
Ofcom Q4 2025 telecoms and pay-TV complaints report (Oct–Dec 2025).
Contact methods
Complaint journey
- 1
Contact Sky first
What happens
Raise the complaint with Sky by phone (0333 7591 503), secure MySky messaging, or in writing to Customer Complaints, Sky Subscribers Services Limited, PO Box 43, Livingston, EH54 7DD. Sky's Code of Practice says an adviser will try to resolve it on the call and, if not, tell you how long resolution will take.
- 2
Give Sky the chance to resolve it
What happens
Sky aims to resolve or escalate most complaints well inside the regulated window; keep a note of references and dates. Ofcom rules give Sky up to eight weeks to resolve the complaint or issue a deadlock letter.
- 3
Ask for a deadlock letter if stuck
What happens
If you cannot agree a resolution, ask Sky for a deadlock letter, which confirms internal options are exhausted and lets you escalate immediately without waiting the full eight weeks.
- 4
Escalate to CISAS
What happens
After a deadlock letter, or once eight weeks have passed, refer the complaint free of charge to CISAS (020 7520 3814 / cisas@cedr.com), the Ofcom-approved ADR scheme that covers Sky. CISAS's decision is independent and binding on Sky.
Response times
Under Sky's Customer Complaints Code of Practice a service adviser will try to resolve your complaint during your first contact; if that isn't possible Sky will tell you how long it expects resolution to take and agree when it will update you. Ofcom's rules give Sky up to eight weeks from the date you complain to resolve the matter or issue a 'deadlock' letter, after which you can go to CISAS. From 8 April 2026, Ofcom is shortening the wait before escalation to CISAS from eight weeks to six weeks for new complaints. For qualifying total loss of broadband or landline service, Ofcom's automatic compensation scheme pays a fixed daily sum once the fault has continued beyond two full working days of you reporting it.
If your complaint isn’t resolved
If Sky can’t put things right, you can escalate — free of charge — to an independent body:
Recent news
- 19 February 2026
Ofcom announced Sky broadband and TV price rises of around 6.2% from 1 April 2026; Sky again let affected customers leave penalty-free rather than pre-stating the rise in pounds and pence.
Read more - 1 February 2025
Sky ultimately lost its long-running legal dispute with Ofcom over whether mid-contract price-rise rules applied to its satellite TV service, and must now let satellite TV customers leave penalty-free after such rises.
Read more
Earlier cases
- 19 February 2026
Historic: In Ofcom's Q4 2025 (Oct–Dec 2025) complaints report Sky Mobile sat above the pay-monthly-mobile industry average at 5 complaints per 100,000 (average 3), with complaint handling the leading reason, while Sky's fixed-line services stayed at or below average.
Read more
Know your rights
- Consumer Rights Act 2015
Sky's services must be provided with reasonable care and skill; where they fall short you can ask for the service to be redone or for a price reduction. This is general information, not legal advice for your specific situation.
- Ofcom General Conditions & automatic compensation scheme
As an Ofcom-regulated communications provider, Sky must follow Ofcom's rules on complaints handling, contract information and mid-contract price transparency, and pays automatic compensation for qualifying total loss of broadband/landline service.
- Alternative Dispute Resolution for Consumer Disputes Regulations 2015
Sky must belong to an Ofcom-approved ADR scheme — for Sky this is CISAS — giving you a free, independent route to resolve an unresolved complaint after deadlock or eight weeks.
Frequently asked questions
Which ombudsman or ADR scheme handles Sky complaints?
Sky's Ofcom-approved ADR scheme is CISAS (the Communications and Internet Services Adjudication Scheme, run by CEDR), reachable on 020 7520 3814 or cisas@cedr.com. It is not the Communications Ombudsman, which confirms Sky is not a member and redirects Sky customers to CISAS.
How do I complain to Sky?
Contact Sky first: phone 0333 7591 503, use secure messaging in the MySky app/website, or write to Customer Complaints, Sky Subscribers Services Limited, PO Box 43, Livingston, EH54 7DD. This one process covers Sky Broadband, Sky Talk, Sky TV and Sky Mobile.
How long does Sky have to resolve my complaint?
Sky aims to resolve complaints as quickly as possible, but under Ofcom rules it has up to eight weeks to resolve the matter or issue a deadlock letter before you can go to CISAS. From 8 April 2026 that wait shortens to six weeks for new complaints.
Can I get compensation if my Sky broadband goes down?
Yes — for a qualifying total loss of service, Ofcom's automatic compensation scheme, which Sky participates in, credits a fixed daily sum to your bill once the fault has continued beyond two full working days of you reporting it, without you having to claim.
Can I leave Sky penalty-free when prices rise mid-contract?
Sky's approach is to let affected customers leave penalty-free rather than pre-stating rises in pounds and pence; following its lost legal dispute with Ofcom, that penalty-free exit now also applies to its satellite TV customers.
What people are saying
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