Complain About Sky Go - learn how to file a complaint

Getting in touch with Sky Go directly requires navigating their help system, which is designed to keep you away from a real person. Here are the most reliable methods, even if they feel like a chore.

Good luck getting a quick answer. It's a waiting game.

• Have Your Details Ready: Know your account number, the exact issue, and when it started.
• Use Their Messaging Service: It's often faster than waiting on hold and creates a record of your conversation.
• Be Persistent: Don't accept the first generic answer. If your issue isn't solved, reply to the same message thread.
• Take Screenshots: If the app is crashing, grab a screenshot. Proof makes your complaint harder to ignore.

If Sky Go ignores you or fails to resolve your issue after eight weeks, it's time to escalate. Since Sky is a UK-based company, your primary tool is the communications ombudsman, not the BBB.

1. Internal Complaint First: You must give Sky a chance to fix the problem first. Follow their official complaints procedure.
2. Request a 'Deadlock Letter': If you can't agree on a resolution, ask them for this letter. It confirms you've reached a stalemate and allows you to go to the ombudsman.
3. Contact the Ombudsman (CISAS): If eight weeks have passed or you have a deadlock letter, you can file a complaint with the Communications & Internet Services Adjudication Scheme (CISAS). It's an independent body that will review your case for free. Ofcom is the regulator, but CISAS handles the individual disputes. It works, but prepare to wait. Sky usually has to respond once CISAS gets involved.

Subject: Formal Complaint: Unresolved App Performance Issues on Account [[Account #]]

To Whom It May Concern,

I am writing again to formally complain about an ongoing issue that has made my Sky Go service unusable. This is my third attempt to get this resolved, following previous contacts on [[Date of first contact]] and [[Date of second contact]].

For weeks, the Sky Go app on my [[Your Device, e.g., iPad, Android Phone]] has been constantly crashing, particularly when trying to watch live sports. The stream will freeze, buffer endlessly, or the app will simply shut down. Frankly, having to constantly restart the app and miss key moments of an event I pay to watch has been incredibly frustrating.

To resolve this, I require a partial refund for the last month of service to compensate for the lack of usability. I also need a permanent technical solution or clear guidance on how this will be fixed.

If I do not receive a satisfactory response and a resolution plan within seven business days, please be aware that I will be escalating this matter to the Communications Ombudsman (CISAS).

Thank you for your prompt attention to this matter.

[[Your Name]] [[Account #]]

• Use the words 'Formal Complaint' and 'Ofcom'. Using these specific phrases in your email subject line or chat message can get your issue routed to a higher-level support team faster.
• Ask for a reference number. At the start of any conversation, ask for a complaint reference number. It makes it easier to track your case if you have to call back.
• Tweet them publicly. One user on Reddit mentioned they finally got a call back after tweeting their complaint reference number to @SkyHelpTeam. It's a bit of a nuclear option, but it often works when you're being ignored.
• Request a callback. If you're stuck in a chat loop, insist on speaking to someone on the phone. Ask the agent to arrange a callback from a supervisor or a technical specialist.

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