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deleted
(deleted) Mon 24-Feb-14 10:00:05

sky charging for replacement router internet light not showi

[link to this post]

For the last few days my fibre connection does not access the internet ( on and off) the openreach modem lights are on all the time just the sky hub internet light does not show connected

Sky are charging me £40 for a replacement router as they say this is the fault is this right as the connection was working friday all days saturday was all fine to sunday stoped in early hours of morning returned around lunchtime today stoped early hours of morning and still no connection

Oliver341
(eat-sleep-adslguide) Mon 24-Feb-14 10:07:09

Re: sky charging for replacement router internet light not s

[re: deleted] [link to this post]

Try resetting the Hub to factory defaults.

Oliver.

deleted
(deleted) Mon 24-Feb-14 10:14:41

Re: sky charging for replacement router internet light not s

[re: Oliver341] [link to this post]

Already done that. Its so anouying as could have paid for a new hub for the same problem to be present

MrSaffron
(staff) Mon 24-Feb-14 10:15:56

Re: sky charging for replacement router internet light not s

[re: deleted] [link to this post]

Have you logged into the Sky Hub web interface to see if there are any messages?

Reseting the hub as described sounds a wise idea, and as for Sky charging you £40, as Sky don't provide your username/password you are locked into their hardware, so that is your leverage to insist they send a replacement for free if the reset does not work for you.

Andrew Ferguson, [email protected]
www.thinkbroadband.com - formerly known as ADSLguide.org.uk

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.

deleted
(deleted) Mon 24-Feb-14 10:24:29

Re: sky charging for replacement router internet light not s

[re: MrSaffron] [link to this post]

No messages on the web interface. Already spoke to 2 tech support ppl who both said the router is at fault when i said about being locked to sky hardware they said after 12 months the router belongs to the customer and if it breaks a new 1 must be brought i then told them this is stupid as i cant test any other router so was left with no choice but to buyva new router i told them if this doesnt work i will be canceling so now left with no internet till the new hub arrives

MrSaffron
(staff) Mon 24-Feb-14 11:53:26

Re: sky charging for replacement router internet light not s

[re: deleted] [link to this post]

Standard Sky behaviour that they use on the set-top boxes.

Ask them for your username and password that will allow you to use your own router, and if they do not provide it, ask to speak to a manager to request why consumers are locked into the Sky routers and that you will be taking legal advice.

Andrew Ferguson, [email protected]
www.thinkbroadband.com - formerly known as ADSLguide.org.uk

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.

greenglide
(experienced) Mon 24-Feb-14 12:12:55

Re: sky charging for replacement router internet light not s

[re: deleted] [link to this post]

In reply to a post by jamie543:
No messages on the web interface. Already spoke to 2 tech support ppl who both said the router is at fault when i said about being locked to sky hardware they said after 12 months the router belongs to the customer and if it breaks a new 1 must be brought i then told them this is stupid as i cant test any other router so was left with no choice but to buyva new router i told them if this doesnt work i will be canceling so now left with no internet till the new hub arrives

Any SKY router will work on your line and your router will work on any other SKY BB connection as the account name and password are derived from the MAC address.

A non-SKY router will work if it can supply the login details via the DHCP data. Billion and other router providers do this.

Do you know anyone else with SKY BB so you can try their router?

BT Infinity 2 - IP profile 77 / 20 - super fast!
Previously BE Unlimited - 21,000 Download 1,200 Upload but then moved house - 6,500 Down, 1Mb/s up - gutted!
Ex <n>ildram , been to SKY MAX - 15,225 Download

Oliver341
(eat-sleep-adslguide) Mon 24-Feb-14 12:30:36

Re: sky charging for replacement router internet light not s

[re: greenglide] [link to this post]

These details work on ADSL:

Encapsulation: PPPoA
Username: [email protected]
Password: install
VPI: 0
VCI: 38
Multiplexing: VC-BASED
MTU: 1500

What I am curious to know if the same username and password can be used on Sky's authenticated DHCP setup on FTTC. Can anyone try it?

Oliver.

MrSaffron
(staff) Mon 24-Feb-14 12:32:30

Re: sky charging for replacement router internet light not s

[re: Oliver341] [link to this post]

Do they work for Sky customers who have only every being a Sky customer?

Might have to give those settings a go later on today

Andrew Ferguson, [email protected]
www.thinkbroadband.com - formerly known as ADSLguide.org.uk

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.

Oliver341
(eat-sleep-adslguide) Mon 24-Feb-14 12:57:36

Re: sky charging for replacement router internet light not s

[re: MrSaffron] [link to this post]

In reply to a post by MrSaffron:
Do they work for Sky customers who have only every being a Sky customer?

The details above work for every Sky customer on PPPoA.

Oliver.

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