Dead router, dead Sky CS

[paulturvey]

Our Sky BB router (Black SAGEM) had been iffy for a few weeks (wireless dropping randonly, router rebooting etc).

Last Monday (Oct 26th) it failed completely. I phoned BB support and was told a replacement would be delivered in 5-7 working days.

Today, I called to check on the delivery estimate. The order for the router hadn't been put through. I was told '5-7 working days' for the second time in a week.

I was not impressed and even less so when the agent seemed to blame anyone except BB support. If I didn't have a 3g stick I'd be stuck, perhaps I can get sky to pay for the airtime?

Topsy

[Smithy99]

There seems to be a problem with some of the power supplys for the Sagems, it would be worth having a dig around and seeing if you have another one on something else (I know we have hundreds on the kids toys and lampsm laptops etc), just check that the voltage is about the same.

That may get you back up and running until the replacement arrives.

[paulturvey]

Will give it a try.

Cheers.

Topsy

[IWasNotTheEnemy]

the main issue now is that there's apparently a 'router replacement team' that T1 pass cases where router might be faulty to...before it went to CST and if they felt a new router should go out they'd do it...

problem with this new team is if they don't think the router needs to go out they won't send it but not tell T1 or the customers...

go figure...

[Isitme]

problem with this new team is if they don't think the router needs to go out they won't send it but not tell T1 or the customers...

Surely if there is a team specially for this Tier 1 should be passing the user straight to them for action. How are they to know the router is not faulty? It could be connecting OK but have no wireless function at all, there is no way they can tell this.
To be honest I think Sky are right to get on top of this, far too many routers were sent out when there was no need, wasting the users time and Sky's money. But if they are going to do it, they must do it properly, not use it as another excuse to fob off the customer.

[IWasNotTheEnemy]

they're not a customer facing department as such - they get the TS done by the T1 agent and based on that (if it seems the router is faulty) then they'll send a new router out and put a note on the EUs account...

[User05]

As stated, most agents can't replace routers on the phone anymore so it either goes to the 'router pilot team' or a gate keeper in the specific tier 1 team. The details are written down and handed to the gate keeper who then rings the customer back within 24 hours (usually) regarding the possible replacement. Regardless of replacement, I was in belief that a call-back was meant to be done for every case even if the line has been trained in for x amount of time etc.

[paulturvey]

I called CS again today. There was no reply from the router team to say they would be actioning this. Fortunately I was speaking to a former Gatekeeper who still had the right privileges. He was able to put the order through on the spot (and I have his ID so can go back to the same person).

Hopefully, success. But it shouldn't be this hard.

Topsy

[User05]

Originally Posted by paulturvey

I called CS again today. There was no reply from the router team to say they would be actioning this. Fortunately I was speaking to a former Gatekeeper who still had the right privileges. He was able to put the order through on the spot (and I have his ID so can go back to the same person).

Hopefully, success. But it shouldn't be this hard.

Topsy

Spot on. It's unusual for agents to state 5-7 days for replacement routers, by the way. I've been a gatekeeper myself and it's not unusual for replacement routers to arrive in 2-3 days most times. 3-5 at very most.

[RST]

So what's a gatekeeper exactly User05? If you have'nt received your router then contact broadband customer service / account management who will sort it out.