Receiving Sky Router

Hi,

Just thought I'd detail my experience for anyone thinking of signing up for Sky Broadband.

I gave them my MAC code from my previous service provider (Orange) in early December and was subsequently contacted by phone and told the changeover date would be Friday 15th December. They also told me I should receive my new Sky router sometime earlier that week. So far, so good.

It gets to Friday and I haven't received a thing from Sky, but when I log in to my existing router I notice my line has been upgraded from 512kbps to almost 8000kbps. Woo hoo! I have a great day using my expanded download speed until at around 10pm I'm disconnected. The next day (Saturday) I ring up Sky and tell them I haven't received the router. Silence for a minute or two while they check.......then I'm told there's been a mix up and I haven't been allocated a router. The guy on the phone assures me that he's put this right and that one will either be sent out today (the Saturday) or first thing Monday. Okay it's not perfect, but it's a small inconveniece to pay for a cheap, fast connection.

Monday comes and I'm tiring of using my dial-up connection (God it really is back to the dark ages). So I ring up Sky again and ask if the router's been sent out and when the estimated delivery time is. Silence again while they check.........then I'm informed that there's no record of a router to be sent to my address, but again the guy promises he'll get it sorted out and I'm assured I'll have the router by the end of the week for sure. Hmmm, losing patience, but all will be forgiven when I'm finally online.

So we get to today and I get home early from work and decide to ring Sky to see if they have a delivery day for me yet. Girl checks computer.........and AGAIN there's no record of a router scheduled for delivery to my address. Girl puts me through to customer services and I speak to a (nice) woman there. Apologises and tells me she'll try to make my router a high priority, but can't guarantee anything. I'll have the router within five days, but at this time of year, who knows?

So that's my story with Sky so far. I'm really p*ss*d off with using dial-up now and it makes it all the worse to know that my line's connected and my existing router would work perfectly if only I had the password that they're not prepared to give me. To be honest, if I'd known I'd be offline for a week or possibly longer I'd have upgraded my account with Orange rather than moving to Sky. I mean, if they really want to tie people to their own branded router the least they could do is make sure they all get out on time.

Has anyone else had a similar problem? Perhaps Sky has a shortage of routers at the moment and I'm not the only one suffering. Anyway, I remain in dial-up pergatory until blessed by the mighty Sky with a router. Grrrr!

Martin

Hi Martin

Sky do not know your password, as it is hard coded into their own router, once you get the router tho there is a tool to extract the name and password for future use but using your own is against their t and c's

I am due to be swapped to Sky on the 27th, had 2 letters, no router

Hope we both get sorted quickly

Good Luck!

Yup. I had the same problem last month with Sky. Migrated and didn't receive a router.

However, I spoke to someone in Provision dept and they said the reason you haven't received a router is because you haven't received an activation letter. The provisions guy then sent an email to someone (Thursday evening) and sure enough an activation letter arrived on the Monday (back dated) and a router arrived on the same day as the letter. It appears that their systems follow some sort of process management, therefore if a step hasn't been completed the order cannot progress to the next stage.

Try speaking if you haven't already to someone in Provisions as they seem to know their stuff, when I have called them.

Edited by helpmeplease (Wed 20-Dec-06 12:21:31)

Hey at least you have had letters [;)]

When I gave them my MAC, I was told I'd have an activation date within 15 days etc etc I gave them 24 days before contacting them, I got through to Nikki at their CS who proceeded read a copy of a letter they supposedly sent me in a very amusing fashion, and was very dubious of the facts within the letter...

But cutting the story Short, I currently have a provisional activation date of 9th January due to a hardware cock up at the exchange NICE

Another letter today

We have been informed by BT that they have encountered a technical issue with completing your order; this means that unfortunately you Sky Broadband order will be delayed by an additional 7 working days from the activation date we have already provided you with.

Just has a similar experience.
Last Weekend (9th/10th) I lost all sync to the Internet.

After some trial and error found out it was the router.

Monday the 11th spoke to Tech support who said they were going to order one for me.
No router has arrived yet. Spoke to them today and went from Tech to CS and back again, only for them to tell me there is no record of my order.

Another has been ordered... I'd be really hacked off at this point, but I'm currently using my old Netgear router and have had no problems at all since setting it up.

Hi everyone,

Thanks for all the replies. I've figured out how to get an internet connection using my 3g mobile phone, which is a bit better than dial-up, so I'm in a slightly better mood today.

Talked to Sky again and they tell me the order's going through and that I should have it by Saturday at the latest. I'll post here as soon as I'm online (fingers crossed). I suppose the thing that's annoyed me most about all this is that I wouldn't have minded in the slightest if they'd have rung up and told me they'd had to delay my activation date until after Xmas. At least then I'd have had my existing connection. The whole point of giving a MAC code is that you should never lose your connection and it is a major inconvenience for me and the whole family not having broadband.

Once connected I do intend to use the hack to get my user name and password though. My current router is the latest Belkin MIMO one and I doubt the Sky box will connect at the sort of speeds I'm used to seeing with mine.

Merry Xmas

Martin

3g phone - EEEEK

i hope you're on web and walk with t-mobile because otherwise it will be costing a FORTUNE...

again at least they told you

Edited by frontieruk (Wed 20-Dec-06 19:09:09)

As the saying goes... 'Don't knock it, until you try it"

I wouldn't knock the Sky router, until you try it.

It's been far more steadier than my Linksys router, I had - before.