No broadband for 7 days and no help from Sky

[Cyberbloke]

No broadband for 7 days and no help from Sky
I have been without broadband for 7 days now. Despite 4 calls to Sky nobody has called me back to sort out my problem.
After being a happy Sky customer for years, I am very disappointed with the lack of customer service.
All my router's lights are on apart from the yellow Internet light. After spending an hour in total waiting on hold without getting anywhere, I am left wondering if the only way I will get back online I'd by cancelling Sky and going elsewhere.

[PaulSky]

Are the lights on even though nothing is plugged into some of the ports? If so it may be a faulty router or PSU. If you mean the router is working properly but the @ symbol is not lighting at all then it's completely different and I would be asking them to test the line to make sure an adsl signal is still there. Have you a test socket you can plug it into to see if anything changes?

[Cyberbloke]

All the light are on apart from the Internet light. I would ask the to test my line, but after four calls all I get is "it has been escalated and someone will call me within 24 hours." Having been told that four times in seven days I have lost faith in getting that call. I will shortly be taking my router to my dad's house to see if the Internet light comes on there.

[Exdee]

Your dad has got sky broadband too right? Otherwise it wont work.

[Cyberbloke]

Tried my router on my dad's sky broadband line and no Internet light comes on, so I presume my router has had it. Do I have to wait for Sky's team to get back to me or can I buy any broadband router and get back online? I'm not as bothered about the cost as I am about being offline indefinitely.

[PaulSky]

Unless you extracted your adsl user details from the sky router no.

[User05]

Ring Sky and tell them that you've found it's the router so that they can send a replacement out asap.

[Exdee]

Do I have to wait for Sky's team to get back to me or can I buy any broadband router and get back online? I'm not as bothered about the cost as I am about being offline indefinitely.

If it's urgent you can buy an ADSL router and will be able to get back online. What's the make and model of your sky router that is not working?

[PaulSky]

How would he get back online without his adsl user name and password details?

[Cyberbloke]

I called Sky again and told them the router is broken. This finally got me some action. They are sending me a new router straight away free of charge.