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    Need to phone Sky - advice please before I do??

    This is a discussion on Need to phone Sky - advice please before I do?? within the Sky Router forums, part of the Sky Broadband help category; Hello all. I have a problem with my router - it's broken. I know it's faulty because when I plug ...

    1. #1
      iannufc's Avatar
      iannufc is offline Sky User Member
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      Need to phone Sky - advice please before I do??

      Hello all.

      I have a problem with my router - it's broken. I know it's faulty because when I plug in my old BT Voyager 2100 I can surf the net fine.

      When I try with the Sky router, it syncs, but won't get an IP address.

      Seeing as I know the problems the router, is there anyway I can dodge all of the usual tech support stuff you usually get and speak to someone who can sort me a new router?

      What's the best way to approach this one?

      Many thanks.





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    3. #2
      JED's Avatar
      JED
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      Re: Need to phone Sky - advice please before I do??

      This seems a little strange as I am surprised you can use your old router - have you extracted the sky username and password from the Sky router then? If you haven't it must be still logging on to your old ISP?

      My old router wouldn't work the day Sky went active on the line - has your migration definitely been carried out?

    4. #3
      iannufc's Avatar
      iannufc is offline Sky User Member
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      Re: Need to phone Sky - advice please before I do??

      i haven't explained this one the best, so please forgive me. the proper version as follows:-

      i've been using sky since october 06 now, with no problems. yesterday i lost my network connection - the router synced, but wouldn't get an ip address, no matter how many times i rebooted it. i even left it for hours to cool down, but still the same.

      to test the connection, i connected up my old router briefly, using my sky username and password, and it connected to sky first time. i put the sky one back, tried again but still nothing. i put the old one back, and it worked again. this suggests that the problem lies with the router, as it will work with another router. surely?

      what i'm trying to avoid is the 'have you tried rebooting...' questions i will get when i ring tech support. what i want is somewhere i can say 'my routers broken', explain the problem, and see what happens from there.

      that's what i need, although i realise that it may be the case that it isn't that easy.

      sorry for the confusing first post.




    5. #4
      Koala5's Avatar
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      Re: Need to phone Sky - advice please before I do??

      Tell them it is dead i.e. no lights and smells of burning! that should do the trick. It's unlikely they will ask for the old one back.

    6. #5
      iannufc's Avatar
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      Re: Need to phone Sky - advice please before I do??

      Pretty novel approach, but I imagine that would do it.

      I'll give it a go, cheers.




    7. #6
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      Koala5 is offline Sky User Member
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      Re: Need to phone Sky - advice please before I do??

      Yeah I used to deal with HP warranty printer repairs at work, When we rang HP to get a replacement printer the the conversation used to start with "Have you put the paper in? / have you plugged it in? / is the cable plugged into the computer? etc etc etc. They wouldn't send a replacement until we had been through 20 or 30 checks, even though we were engineers and had already done all that.
      So all my fault reports used to start with "There was lots of smoke" just to get off the phone.

     

     

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