Karl Greaves

Sep 25, 2026

Terrible service and inexperienced…

Terrible service and inexperienced support. After many phone calls and live chats, and I especially remember a call from a "salesy" type individual, they said my property is already sorted for the service and I don't need to do anything further as I already have a router installed... I arrive at the property due to just moving in, low and behold, no router in sight. I then call again and get put through to a lady who didn't really know what to do. She said she needs to put me on hold, then 20 mins later, she says that she needs to "concentrate" further and will call be back within a few hours due to there being a technical issue. Few hours pass, no call back, then I call support again. They drop their usual line of escalating the issue to relevant department and exclaiming that the issue is put forward as "urgent", and I will be contacted within 24 hours. 24 hours pass... Still no communication. I then have to call them again, and state there is no router here.... They send me the mini booster hub which doesn't work without the main hyperhub that has to be installed by an engineer. So... a few more days went by, and it's worth mentioning that we are 5 days past agreed activation date, and they finally realize that I don't have a hyperhub, even after making this very clear multiple times. So, an engineer is sent out a few more days later to install the hyperhub after many promises of fixing the fault. Within 5 mins of the engineers arrival, he states we don't have the necessary wiring to activate the broadband and it's not available on my property.... So after over a week of them tell me I am all set for activation, it turns out the service is not available in my area. Very frustrating as I needed the connection for my job. Immediately canceled everything and joined sky broadband despite their protests of keeping me and advising me to wait until the service is available at my post code 😂. Unbelievable.