My mum has a Netgear DG834 router from Sky. She's been a Sky BB customer for years.
She's recently been having a lot of problems with her internet connection - every time she started up her computer, she was getting the message "There is an IP address conflict with another system on the network".
It's been hit or miss if she's been getting an internet connection - constantly having to reboot the router and if she was lucky, got a connection.
She phoned Sky and they sent her out a new filter - this hasn't solved the problem - we didn't think this was the problem. She phoned them again and got some guy telling her at least she had some connection even though it was intermittant - she asked him if she was expected to pay for a service that was, at best, intermittant, and he said, yes, basically. He refused to send out a new router.
Then on Saturday, her phone (also from Sky) and broadband died completely.
She phoned them again (from her mobile cos she wasn't getting any calls) and they said there was a fault on the line.
Sunday night, the phone suddenly came back on but she still has no internet connection and we're convinced the router is the problem since she's had this intermittant connection problem for ages - the router is red hot.
She phoned Sky again and was told that perhaps the router is faulty and they'll send out a new one but she'll have to pay for it because the one she has is over a year old.
Is this right? It doesn't sound right - they tell you that you can't use your own router because you'd be in breach of their T&Cs so surely if they're insisting that you use their supplied hardware, then they shouldn't be charging you for a new one when the one you have breaks down???
We were going to use my old router just to double check that it was the router and not still a line fault (Sky are pretty useless) but from what I've read, you can't just plug it in and use the sky/admin login and password - you need the login and password from the router but I've no idea how to get it - when I tried to get the info from the backup files on the router, it's still just the sky/admin info that's showing - and having no internet connection at my mum's means I'm having to try and get whatever info I need from my own house, write it all down and then go up to my mum's.
Just wondered if charging for a new router was correct and if there was any way to get the info I need to test my old router on her connection to see if it is the router that's the problem.
Any advice (keep it simple though) hugely appreciated.