Sky Superfast broadband and their router!

Kinzey

Heya guys,
Just took out the sky superfast broadband . i previously had the normal broadband and the normal tv package (i recently cancelled the tv package) ive been with them for almost 5 years. When the superfast came live, i couldn't connect. So the engineer came out and apparently the router that i got previously is not compatible with this fibre. So hes put this down on his notes. And he also said that they should've sent a new style router out anyway when i took the fibre. Which they refuse to do as apparently the old one works with fibre.  But it simply doesnt work on this occassion as the engineer has said. 
So imagine taking out a mobile phone contract , and ending up with just the Sim and no phone..ooh you can use your old phone .... 

Apparently ive got to either buy their router at £99!!!!     or buy their boost which guarantees my internet which costs £5 extra a month but i get the router for free then! 
Well these guys should start writing comics cos thats absolutely shocking! So i have this service which is being paid for but i cant use it cos they want to charge me even more, when i am paying enough as it is! 
I said it be cheaper to go to another provider which it most probably will and they didnt seem to even care . wheres their loyalty gone?? i said i will be shopping around as i'm still in the cooling off period.  anyone else had trouble like this??

bill888

What sky router do you currently have which you say does not work with fibre? 
ie. model number.

The black Sky hub SR102 which came out in late 2014 is the earliest Sky hub which works on FTTC fibre connections.

Sky currently offer 'dual band' wifi models to new customers.  The Sky Q Hub ER110 & ER115.  There is the all new SR203 Wifi Hub which is only available to Sky Boost customers for £5 pm extra.

Sky should have at least offered to send you an ER110/ER115 if you existing hub is faulty and you had just upgraded to superfast fibre.  I would contact Sky again - perhaps raise a complaint instead of speaking to normal Customer Services.

As a last resort you can pick up a used ER115 off ebay for around a tenner btw.   The new SR203 commands a high price on ebay, around £60 as it is new/rare.

Kinzey

sorry for the late reply i totally forgot about this. In the end wrote to the complaints department..they soon sent me the new router out for free..shame i had to go through that though! Thank you for your reply.

£maker

I’ve I’ve had a similar problem, gave notice to leave as BB wifi speed poor. They gave me a cheaper deal with an upgrade to fibre, so I took it. Should have left them .... can only get the fast fibre speed if I’m 2 m from the router, it’s up as high as possible connected to main BT socket in. 64gb speed to router, 12-20 wifi in range. Prior to this wifi available in every room and garden, probably in the region of 20m. Sky will do nothing!  they say I have what they promised, they didn’t promise the same range. I’ve had to purchase a wifi extender to be able to connect upstairs and lounge but speeds is reduced to 12. Any suggestions? greatly appreciated 

Neil_Jones

£maker said:

I’ve I’ve had a similar problem, gave notice to leave as BB wifi speed poor. They gave me a cheaper deal with an upgrade to fibre, so I took it. Should have left them .... can only get the fast fibre speed if I’m 2 m from the router, it’s up as high as possible connected to main BT socket in. 64gb speed to router, 12-20 wifi in range. Prior to this wifi available in every room and garden, probably in the region of 20m. Sky will do nothing!  they say I have what they promised, they didn’t promise the same range. I’ve had to purchase a wifi extender to be able to connect upstairs and lounge but speeds is reduced to 12. Any suggestions? greatly appreciated 

No provider will guarantee wifi speeds.  Simple as.  They only guarantee the broadband speed itself.

The Sky SR102 was a piece of junk when it came out for Wifi purposes, it would make a nice door stop if nothing else.  You'd probably do better to replace it with a third-party router.