Sky charging for replacement router

Karloh

Hi guys,

After a bit of help!

My Sky Broadband has been down for the past 10 days, during this time I've spoken to numerous members of their staff, had my case escalated, been sent a new microfilter, run through countless troubleshooting checks, all the way through with Sky acknowledging that their computer confirms my connection is down.

Today I've been told they they've exhausted all options and everything now points to the router being faulty. They said they normally charge £69.95 + postage for a new one, but would sell it to me for £39.95 + postage.

I'm sure they think of this as some form of goodwill gesture, but it seems outrageous to me that despite paying for a service i'm not getting, the amount of chasing I've done, and the fact it's their equipment that's faulty, I'm going to have to cough up for a new router to get back on connection.

Is there any way around this? What can I do?

Thanks in advance,

Karl

devizes18193

Depending on if you are in contract or not , If not say you want to leave and ask to be put through to the cancellations department explain the situation and then say if you go to bt or whatever you will get a new router the chances are to stop you from going they will cough up a new router .

lazer

Only Sky would do this - i did what the above poster said and threatened to cancel (and it wasn't an empty threat).

Be prepared to cancel even if you are in contact - you are probaly payign around £7.50 for broadbad (maybe less, ,aybe more depending on offers, fibre optic etc), so them charging you £40 is about 6 months of monthly cost

MataNui

Yep, If you are still in minimum term they shouldnt really do this. If you are out of minimum term then just tell them you are leaving. Bet they will give you a new router then. If you are still in minimum term then weigh up the cost of the ETC against the cost of the new sky router.

closed

what troubleshooting checks

macman

If in the first 12m then the router should still be covered by the manufacturer's warranty. If not, the equipment is yours, not Sky's, and they're quite entitled to ask you to pay for a replacement. You, equally, are entitled to ask for your MAC and call their bluff, which is what I'd do.
Sky do not lease their kit like VM do, it's yours from day one.

robti

Had to do this with my parents called up as the had an old router that kept rebooting and they came back with the same as you, so I canceled and lo and behold within a couple of weeks they had a call back and got a free hub and also got the new wifi hd box, although they signed up for another year at half price