Faulty router charge

So I just got off the phone with Sky as I think my router is on its last legs. Did the usual troubleshooting [censored] and managed to convince her that the router is at fault as you cannot access the device when it crashes.

They told me as due to it being out of warranty I have to foot a £35 bill - which seems ridiculous as they provide you with the router, yet don't allow you to connect your own.

I respectfully declined the offer and said I would wait until it dies completely.

What are your experiences with this?

Edited by deleted (Wed 28-Dec-11 15:58:22)

Get another off of ebay. So long as it is a working SKY router it will work on your line

I asked them recently if there was anything to stop Sky from charging out-of-warranty broadband customers £100 for replacement routers, which they'd either have to pay or cancel their broadband contract (or visit ebay as suggested). The answer I got suggested there isn't.

In reply to a post by Kiggs:

So I just got off the phone with Sky as I think my router is on its last legs. Did the usual troubleshooting [censored] and managed to convince her that the router is at fault as you cannot access the device when it crashes.

They told me as due to it being out of warranty I have to foot a £35 bill - which seems ridiculous as they provide you with the router, yet don't allow you to connect your own.

I respectfully declined the offer and said I would wait until it dies completely.

What are your experiences with this?

I 'm a little surprised at the attitude from sky, as they are insistent on customers using the router that they supply,And more so that if you have a potential fault with your connection,How could they troubleshoot without first sending out a replacement router? it seems that by asking for a replacement they thought that they would and try & extract some extra wonga out of you,

On another note any compatible router will work, you just need the sky log on details ,connect using PPPOA

Edited by tommy45 (Wed 28-Dec-11 16:47:18)

I had this. They refused to replace the router so I asked for cancellations who also refused. I asked them to escalate this and got a callback within a day offering a free router.

If it's a choice of losing a customer or a new router. They'll send you one out.

Infact I got two (presumably by mistake). I'd send you the spare but no idea where they are

Thanks for the offer mate, though I'm hoping that they send me one after firing an e-mail off to their support staff. They're usually pretty helpful.

Will let you know how I get on.

I find this interesting and wonder if it may be a Trading Standards issue.

I have no doubt they have the right to insist their equipment is used, it is after all a part of the contract you sign up to and is reasonably up front if you look for it.

What is not clear to me is what happens when the equipment they supplied breaks down out of warranty. I do feel that at the initial sign up that information should be provided, with an indication of likely costs of replacement as it has a bearing on the suitability of the contract....... facts you need to know....... for it is at their insistence that their equipment is used.......a condition that extends beyond the initial contract period.

As it stands you are a hostage to fortune because it is Sky who insist their equipment is used. It may be even more pertinent now as all new customers are full LLU with the added complications involved if they want to move.

Do you own the equipment after a year? Just cancelled sky if thats the case you can have mine?

IIRC the equipment is your property from day one of the contract. When using Sky you are obliged to use it.

I have seen the odd post where when leaving Sky they flash the router to the original makers configuration and use it for the new ISP, or sell it on. This used to be for the original Netgear, not sure about the newer stuff.

Thanks for the info. Offer stands for op just send address in pm and its yours

Edited by deleted (Thu 29-Dec-11 11:02:37)