The TV provider has said it is sorry for the inconvenience caused – but customers have been told to get in touch with them directly to request compensation
Christian Abbott and Michael D. Carroll
23:49, 16 May 2025
Thousands of Sky TV customers reported being unable to watch TV on Thursday evening, as many continue to face the issue on Friday morning.
There has been a significant development regarding Sky TV compensation following a substantial service interruption.
Thousands of Sky customers encountered problems tuning into their programmes on Thursday evening, with the issue persisting for some into Friday morning.
Customers started to flag the problem around 9pm and by 10:30pm, Downdetector, a website that tracks outages, had received reports from over 26,000 users struggling to access their television content.
As of Friday morning, about 2,500 subscribers were reportedly still experiencing difficulties. A representative from Sky addressed the situation to The Sun, stating:
“We’re sorry some customers had trouble accessing Sky Q last night. The issue was quickly resolved, and service has been restored.”
Ofcom has directed those impacted to contact Sky directly, leaving it up to the broadcaster to determine whether compensation will be provided.
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It is anticipated that any compensatory measures will be considered on an individual basis, which means there could be variance in the compensation given to customers.
One frustrated viewer voiced their annoyance on Thursday night: “@skytv sort SkyQ please I have no signal at all I’m sat in my living room staring at a blank tv.”, reports Birmingham Live.
The complaint continued with: “My SkyQ box comes on and after 2 minutes goes off to the blank screen saying no signal I’ve tried everything before you give me options on what on to do. Please sort it.”
Another customer highlighted the communication issues, posting: “There’s clearly a serious nationwide problem with #SkyTV this evening but Sky have nothing about it on their website, X, Facebook or anywhere else. Very poor customercare @skytv .”
One person humorously remarked, “Might have to buy a piano today if Sky doesn’t come back on.”
while others browsing online support forums have suggested performing a “power cycle” might resolve the disruption.
A frustrated user commented, “Incredible that Sky not advising their customers. Still having problems here this morning. An expensive service demands proper customer care. Ofcom should get involved immediately, though I have little confidence that they will do.”
Yet another customer shared their midnight ordeal: “This happened to us around 1am. I switched off at the wall and re-booted, but it crashed again. I repeated FOUR times, and each time it dropped out within minutes.”
They concluded with a note of communal exasperation, “Sort of reassuring to know it wasn’t just me.”