Router blowed up.. But confused...

[unseen]

Afternoon all..

Last night my v1 router decided it had had enough of our company and shrugged off it's mortal coil.. So rang CS at 1.30am bit of a wait, but they couldn't be more helpful!! Went through all the motions but diagnosis was router not recieving power from PSU. Fine ok.. But hmm it's out of warranty (just over 1yr happy service! ) explained I had the Sky repair plan (finally got a use for it!) so was asked to ring the D&G line today get a ref number and call back Sky BB..

Couple of hours ago I did as requested.. Got a number from D&G and called back, ended up speaking to a malaysian call centre (well sounded like it) who after I gave the details said that the router would be replaced FOC without requiring this code from D&G..

Is this right??? Or will I find in 5-6days (ish!) that infact no router has been ordered because I didn't give this number??

Thanks & Merry Christmas to all..

Rob - Who's confused enough as it is this christmas!!!

[James67]

I have no idea whether you'll actually get this router, but I suspect that you will because otherwise the agent you spoke to wouldn't have been able to enter a request for one.

Sky's in a strange position here. They say that you own the router and it's guaranteed for a year. But you can't connect (officially) with a different router, so what happens if your router fails after a year? They have no mechanism to allow you to buy a Sky router (if they had, many people with V1 routers would have been phoning up to buy one of the new, black Sky routers), so what choice do they have but send you a new one free-of-charge?

Personally, I think they only say that you own the router so that if it explodes and burns down your house, you can't claim against them for the damage. Mind you, I reckon if that did happen, you'd still be able to sue them as the vendor of the router.

[PaulSky]

Call back and take the option for order status tomorrow, they will be able to comfirm if the order was placed for you. Odds are that it has and you should receive your router within the next 3-5 working days.

[Max_UK]

Interesting thread unseen, not intended as a highjack & on the same topic.

Is it possible for any of the Sky employees on the forum to give a definitive answer to the replacement router question?

My first year will be up in February & I'm wondering what the position would be if my router "Gave up the ghost".
Is it worth buying a replacement in advance (of whatever make?)

We have all become so dependent on our internet fix that a possible withdrawal of 10 (or many more) days without emails etc. would be a real headache. What would be the replacement charge from Sky (if any). I don't subscribe to any repair plan.

As Sky broadband is relatively new, this is a situation which will be affecting many more people in the coming year.

Any advice welcome.

Regards,

Max.

[richone54]

^^^ i would extract your username and password anyway and keep safe

[IAmNotTheEnemy]

replacements can be sent, as to whether or not you're charged for them im not sure - sorry i couldn't be more help in this instance

[unseen]

Originally Posted by IAmNotTheEnemy

replacements can be sent, as to whether or not you're charged for them im not sure - sorry i couldn't be more help in this instance

Well neither could CS! Not very impressed at the moment. Was told everything was ok, then asked for Serial & Mac. Was told not to worry new router should be with me Monday!

Guess what.. tis monday no router (ok post blah blah..) so currently on the phone with 1st provisioning (order tracking?) who informed me the router replacement had been cancelled as it was out of warranty!?!? Provisioning have transfered me across to CS now who after calmly asking for this to be escalated are now claiming it HASN'T been cancelled!!! ARGH!!!

*Just to add*
Annoyingly I've got Sky Repair... Paying the 9.90 a month for the privilage, as I said earlier got a code from D&G but everytime I've offered to give this code I've been flatly refused with the comment "It's policy for Sky to replace the router free of charge" everytime I question this (which is the opposite of the nice person from Glasgow(??) said) I'm told that it's correct!!! So I'm lost now!

Rob

[dholdi]

Just an idea but if it is the psu then you could nip to cpc, maplin etc and pick up a cheap one ? You would need a 12 volt 1 amp model. At least this would keep you going over xmas as if its not come now its unlikely to be with you before new year.