SKY appalling customer service

bartelbe

The Sky router on the blink, wired connection fine, wireless keeps cutting out. Tried all the available channels, still no joy.

Called them up and the joy begins. They want to charge £60 odd pounds for a replacement, but as a goodwill gesture they will drop that to £28. How generous, when new customers are charged nothing, and we are not allowed to use our own router, and are locked into their equipment.

The call centre was hopeless, stereotypical computer says no. Constantly reading from a pre-set script, unwilling to budge an inch, with no concept of customer service. The attitude seems to be, they have you, therefore they can treat you like crap.

Looks like we will be off to another provider who values their customers. Sky will lose our broadband and TV subscription as well.

mije1983

Hand in your notice, the charge will probably drop to zero. That's how these games work.

As for new customers getting it for free, I'm guessing you benefitted from a free router when you joined Sky?


Edit: It is possible to use your own router on Sky. Just takes a bit of work.

teddysmum

You are in the same position as new customers, as you will have been given your router free on taking up broadband.


In Sky's case you own the equipment, but with others, who replace free of charge, you do not own the equipment and have to return it on leaving the service, unless it is very outdated.


I thought I'd read on here of people using their own routers, but Sky don't help with their technical problems, it not being their equipment.

Shock

If you do want to plug in a cheap TP Link access-point you can always just wire it up to one of the ports on the SKY router/modem.

Really simple to do.

MataNui

The wifi on a sky hub is pretty shocking when it works.
If you are out of minimum term then tell them you are leaving (they will send you a new hub free).
Use a third party wifi adapter and connect it to your hub.
Use a better third party router and hack your login details out of the crap that sky gave you. You can find out how to do this in the sky forums.

jb66

If its ADSL you can use any router, fibre you cant

TadleyBaggie

jb66 wrote: »

If its ADSL you can use any router, fibre you cant

Unless things have changes in the last couple of years, that's not true. When I had Sky ADSL, the router (Sagem) was locked down and you couldn't get the login details easily. Which meant if you used a different router you would not know what login details to enter.

It was possible to get the login details by doing a setting backup and then decoding the BASE64 encoded username/password strings.

spud17

TadleyBaggie wrote: »

Unless things have changes in the last couple of years, that's not true. When I had Sky ADSL, the router (Sagem) was locked down and you couldn't get the login details easily. Which meant if you used a different router you would not know what login details to enter.

It was possible to get the login details by doing a setting backup and then decoding the BASE64 encoded username/password strings.

Things have altered.:)
I've never used my Sky router, I moved over from O2 and carried on using my own Netgear.
If you look around, not very hard to find, you can find the generic log in details.
http://www.skyuser.co.uk/forum/o2-customer-information/54733-using-your-o2-router-sky-broadband-adsl-connection.html

I also had an unlocked BT HH3 for a while and used the same details.

Shock

I think that's true only for moving from O2.

Moving from others requires a unlocked router which none provide.

brewerdave

Shock wrote: »

I think that's true only for moving from O2.

Moving from others requires a unlocked router which none provide.

Not so, I'm using my own router with Plusnet, and have been since 2010.Before that I used my own router with HORRANGE.:)