Broken Sky router

up_the_brewers

We have a tv/broadband/phone package with Sky.
There is now a faulty switch on our router- it takes ages to switch it on, Sky will replace it for £35+pp ( as we have no warranty on it) is this a good price?
Thanks

diamonds

I'd say no its part of the terms....THEY supply their approved router to access the service YOU pay them for ! A mobile sim can be changed mobile to mobile but this can be a breach of terms on a broadband contract with a unauthorised router, asking you to replace their SKY faulty equipment at YOUR cost when you pay a monthly fee to access the service......I'd be emailing a complaint. Boxes or modems, why do people let SKY do this too them ?

macman

The terms do not include a maintenance contract on the router. With Sky, the equipment is not leased, it's yours from day one. Once the 12m warranty expires, it's the customer's problem. the same applies to every ISP around except VM, where the equipment remains their property and responsibility.
Just tell Sky that you cannot afford it and ask for your MAC-their tune will change.
Or you can buy a perfectly good ADSL modem/router on eBay for a tenner.

penrhyn

You need to buy a Sky router on Ebay, others won't work due to Sky's own firmware. Best bet request a MAC as suggested by Mr Mac.
http://www.ebay.co.uk/itm/Sagem-Sky-Wireless-Router-/251047269488?pt=UK_Computing_Networking_SM&hash=item3a73955470

To be honest I never noticed there was power switch on my modem, never turn it off!

macman

I thought other routers would work as long as you can extract the u/name and password?

chanz4

Skys t&c specify you must uses theres, but found this for you.

The username and password your router wants are not the ones in the sky letter.
That is your email/login name and password for email and the sky web portal.

The login your router needs is the name and password hardcoded into the router sky sent you. They will refuse to tell you what these are if you ask but a quick google search should get you the simple procedure that will make the router dump those details to a file. Copy them into your router and hey presto, my belkin router worked fine and it only took me a couple of minutes.

Your in luck I actually saved a copy of the procedure, plug in the netgear router sky gave you and do the following:

To get your real login info for your broadband just enter this into your web browser:
http://192.168.0.1/setup.cgi?todo=pi.../netgear.cfg

then wait a while and then type in:

http://192.168.0.1/netgear.cfg

it should bring up a save file prompt. Save it somewhere. Then open it with notepad or something and hey presto there is your login info. Each new subject field is seperated by pppoa.
so you shopuld end up with:

pppoa_username: (yourMACaddressOFrouter)@skydsl
pppoa_password: 1234567aa1
pppoa_idle=0
pppoa_ipaddr=

diamonds

Terms state must use Sky's if it faulty thats Sky's cost not yours, you pay to access the service, if mobile company sim is faulty you get a free replacement. A router is same as a sim card - must be issued so you can adhere to the terms & payments of the contract, Sky have to provide a router.

penrhyn

macman wrote: »

I thought other routers would work as long as you can extract the u/name and password?

You are correct, but I had the feeling that the OP would not want to get into that.
I'm not sure whether the old extraction method works in all cases when the router uses MER rather than PPPoE.

up_the_brewers

Thanks all for your help,
(I have NO technical brain what so ever) Sky told me that I pay monthly for the service/signal NOT the router, but it looks as if I could challenge them on what Diamonds said.
At the moment it's not too bad, I dropped it on the floor and it seems a little better,

diamonds

up_the_brewers wrote: »

Thanks all for your help,
(I have NO technical brain what so ever) Sky told me that I pay monthly for the service/signal NOT the router, but it looks as if I could challenge them on what Diamonds said.
At the moment it's not too bad, I dropped it on the floor and it seems a little better,

LOL, amazing a drop can destroy a mobile but get a router working !!! I guess that tells you about Sky routers quality...its irish !

A refusal of SKY router is a denial of access to the service you pay for and null and voids the contract terms as Sky breach, I have James Murdoch's sky & personal email but that do you no good now...I'll have a search of email accounts as i had the CEO's too.

Edit: [EMAIL="jeremy.darroch@bskyb.com"]jeremy.darroch@bskyb.com[/EMAIL]

Write the email stating the refusal of FREE replacement of SKY router to access the service paid for is a breach of the terms & conditions, you cant use one without the other, further refusal of customer services to send one is Sky's breach of the terms & conditons between both parties, and you would appriciate him informing customer services of your position as soon as conviently possible.

Also add [EMAIL="graham.howell@ofcom.org.uk"]graham.howell@ofcom.org.uk[/EMAIL] as a sender too the email....when you can inforce your contract terms against any company it is always better to ensure the regulator for that market/genre recieves the same email - even a Chief Executive will back down on usual policy as it does not want Ofcom to make a ruling on all futher issues of the genre as the cost implications can be massive - better to appease one than change your policies inline with legislation & Ofcom is a PU SSY for allowing such things to happen over & over & making 3rd party "ombudsman" companies rich with such even when that "ombudsman" has NO LEGAL MERIT & ignores legislation for the COMPANY your complaining about as that company pay the complaint "fee". A "telecom obudsman" ruling is not required to go to court/small clains in the first place, they just make out it is & so do Ofcom.

Let us know how you go

staringattft

think any adsl2 router will do the job even the cheapest one, there is a website to let you get your user name and pw for the sky bb. but you must log in to your router to obtain the mac address first