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    Help if your router has not arrived

    This is a discussion on Help if your router has not arrived within the Sky Broadband help forums, part of the Sky Broadband help and support category; This was posted by Adder so maybe a good thing for people who are having router problems to try. Rang ...

    1. #1
      Wheelie's Avatar
      Wheelie is offline Sky User Member
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      Thumbs up Help if your router has not arrived

      This was posted by Adder so maybe a good thing for people who are having router problems to try.
      Rang Sky today regarding the no router, apperently no one had ordered it for me......They reckon that when BT aggree to install sky at the exchange the router should automatically be sent out but that didn't happen (as with many other routers the bloke said) so now they are ordering the routers manually.
      I have got to ring back on Thursday (my activation day) to see when it will arrive.......I recommend anyone who has not got their router to ring this number:
      08705 515515 option 4 then option 1 and ask them to resend.
      Worth people looking into so thanks for this Adder
      Ray

      Some Advice.. Its always advisable to inform your old ISP as soon as you have migrated that you have moved.
      ______________________________________

      If you would like to know the straight line distance to your exchange then
      click here
      Would you like an idea of the possible speeds you will get with the Max Package then click here or for the Connect Package then click here


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    3. #2
      Martin's Avatar
      Martin is offline Sky User Member
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      My own experience highlights another problem with the Sky Router ordering process and that is the lack of tracking.

      When my Sky Router did not arrive the day before my migration was scheduled I called the Sky BB team who assured me the Sky Router had been sent. Sky have been using Parceline couriers, but they were unable to give me a courier tracking reference or senders reference. So, I called Parceline customer service who gave me the tracking status over the phone (you are asked to confirm your name and address) and the consignment number so I could use the online tracking. It's just as well I did call as it turns out they had been unable to locate my address (wot? no GPS?)

      Parceline Customer Service: 0845 9 300 100
      Online tracking: http://www.parceline.com/pltracking/index.jsp

    4. #3
      KILL BILL's Avatar
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      parcellinre are pretty crap at their delivery

      they are not consitent with their delivery times and they dont bother to wait a reasonable period of time to get to the door to answer them !

    5. #4
      Unregistered's Avatar
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      Not registered on the forum as yet (I'm at work) but just to let everyone know that I just chased up my router and the guy told me:
      [1]The 'receive router five days from ordering' information is wrong
      [2]I should expect it to arrive two days before my activation date
      Regards,

      Dave
      Last edited by LNB; 07-09-06 at 10:44 PM. Reason: Requested by poster

    6. #5
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      I registered with sky broadband and was told I would have it on the 31st of August. this never happened !. I have not recieved any further letters from SKY but havve found that I have an activation date of 7th September. TODAY. I have not recieved my modem and I gather that there are many other users in the same situation.
      I have been told various tales by sky customer service. I'm sure that they are not being told evreything.
      I finally got some one to tell me the truth and it seems that the problem is with the suppliers of the Modem (unipart) and the delivery company (parcel force). There are alot of customers waiting and nobody can give a date when we will get our modems. Meanwhile I have just lost my broad band at home and don't know when I will get it back

      C'est la Vie

    7. #6
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      spcdust is offline Sky User Member
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      Lifted this from Digital Spy but if your hitting your head against a brick wall over this one then it's the way to go. I know that contacting these people will yield a speedy and efficient response from Sky from higher up the customer care chain - you'll actually feel someone is personally taken responsibility of your complaint:

      Compliments of ChelmsfordMark on Digital Spy

      Yesterday I sent a very strongly worded email to james.murdoch@bskyb.com, copied to allcustomercareescalation@bskyb.com. Lo and behold, I received a phone call last night from a very nice lady who actually sounded like she knew what she was talking about (which made a refreshing change!). She advised that my case had finally been sent through to the 'Customer Escalation Team', and that she was personally chasing up my router. Apparently not many people at Sky Broadband have been aware of this team - which doesn't surprise me. She has firmly promised me a delivery date by Friday evening at the latest, but hopefully tonight.

      Fingers crossed we might now be getting somewhere...I will advise any developments on the forum.

      Incidentally, I have been receiving various credits on my Sky account to compensate for the time spent on the phone - now up to over 50!
      Get sending those e-mails!!

      spcdust

    8. #7
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      on this subject i called the main freephone sky number and found an option for customer relations yesterday. spoke to someone there in an attempt to escalate my complaint regarding activated line and no router and what i class as a complete lack of customer service.
      lady there didn't have any access to bband details as she is based at head office so went to check it out with bband team on my behalf. didn't hear back and called again this morning and have now received a call back today from a lady to say i should have my router by saturday. hope i haven't been palmed off and i am not sure if parceline deliver on a saturday but have my fingers crossed that i will receive the router tomorrow.
      i have a horrible feeling i am going to get really poor speeds and problems with the connection now after all the hassle i am having getting the router.

    9. #8
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      @is1111

      Hope it works out for you

    10. #9
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      from parceline website:

      Saturday: We will deliver Before 10 am or Before Noon parcels on our Saturday service

    11. #10
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      @Lawman. cheers and re. the PM I have got a result there too!

      @OhNoes. thanks too for info. makes the information given to me plausible.

     

     
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