Pay for a new Sky router?

[kan.grewal]

Hi all.

Will keep this brief....been with Sky for years....TV and broadband. Got the original Netgear white router.
Lately, I've had loads of connection problems with it (LAN). I've eliminated as much as possible finally coming to the conclusion the router is dying. Plus the last firmware upgrade has destroyed the address reservation stuff!

Anyhoo, after a couple of emails to Sky explaining the issues....they've replied with the following:

As your router is faulty and no longer within the manufacturer’s warranty, you will need to call us to order a replacement. For security reasons we cannot take payment instructions by email.
Payment can only be taken by credit or debit card at the time of sale. The cost of a replacement router is £35 and postage & packaging is £2.18

Boooooo -that doesn't seem fair does it? Their router, which I have to use, not allowed to use my own and they want me to pay for a replacement? Is this right? Should I complain or am I being a dick and just pay the £35?

Cheers all

[Fryingpan77]

Hi all.

Will keep this brief....been with Sky for years....TV and broadband. Got the original Netgear white router.
Lately, I've had loads of connection problems with it (LAN). I've eliminated as much as possible finally coming to the conclusion the router is dying. Plus the last firmware upgrade has destroyed the address reservation stuff!

Anyhoo, after a couple of emails to Sky explaining the issues....they've replied with the following:



Boooooo -that doesn't seem fair does it? Their router, which I have to use, not allowed to use my own and they want me to pay for a replacement? Is this right? Should I complain or am I being a dick and just pay the £35?

Cheers all

Ring them up and say your switching providers. If they ask why say your routers dying and your not paying £35 when you can get a new router from another provider for free. I'd have thought they would send you one out, free of charge. My brother in law did this last week and got a brand new router.

Sent from my ST18i

[gymno]

imo you're definitely not being a richard, but £35 is the norm.

mind you, from my own experience & what i've read on this forum, it seems that sky can often be quite eager
to send a new 1 out for free when a customer has connection issues.

you know, when troubleshooting with them over the phone & the usual suspects have been eliminated.

[kan.grewal]

Nice one, I'll give them a call tomorrow and see what happens!

Cheers

[WheelNutWalter]

Agree entirely. If you could use any modem, I'd gladly buy my own, but no way will I pay £35 for the P.O.S. that is the Sagem 2504N. Hopefully before it does give up, Draytek, Billion and hopefully others will have a good selection of routers that work with Sky's propriety version of MER.

[SadBloke]

I've tried a couple of times but no go with paying anything less than £35 + postage.

When I tried today I couldn't get the browser status page to load but they still weren't convinced.

[Fryingpan77]

The bottom line is, if your router is faulty, and you have internet problems, they usually send you a new one, once you've done all their tests and they can't get to the bottom of it.

If they see you have a working internet connection, you will struggle to get a new router, but if your router is dying, and your willing to push them and say your thinking of leaving, or even ask them for your mac code, you should have better success.

My brother in law had a lot of bother with his internet and said point blank, he is leaving if this problem isn't sorted. They sent him a new router in the post, even though he had managed to blag Sky Fibre for £1 pound a month.

So he's only going to be using his brand new 2504N for less than 2 weeks. Sky don't like unhappy customers.