on 16-05-2011 02:46 PM
I know that this question has been asked several times and I know that evertime it has been answered Sky reps have said that you cant use your own equipment as it breaks their T&C's. Great, i get that, you cannot expect your Support people to support a product that they havent had any training on. I dont know why you dont have an exclaimer saying that you wont support 'personal equipment'.
Now my Sky broadband is being connected tomorrow, and im still waiting for my BB box to be delivered (a month after the requested install). Seems that there is a back log and i wont be getting my router for another 2weeks.
Pretty unacceptable really to have a service that I cannot use because you cant get the kit out in time to me, and still having to pay for it.
Anyway, called up Sky and ive been told by one CS rep that I can use my own router, and was then passed to tech support to speak to another chap that said that he would give me the username and password once the service is connected tomorrow. This is on the basis that I dont expect any support for the hardware?!
Sky what gives? Have you changed your T&C's?
Solved! Go to the solution
on 16-05-2011 03:21 PM
on 16-05-2011 05:33 PM
The only details Sky support will have will be the admin log in details, the ADSL user details are hard coded when the router is sent out from the supplier.
17-05-2011 09:56 AM - edited 17-05-2011 10:00 AM
As both Skytime and PaulEK have mentioned, the only username and password that our advisors can provide would be that to log into the Sky Broadband Router to access its settings. We can not provide the username and password that your router will use to access the broadband network as this information is not available to anyone.
Sky Broadband Routers are hard coded with specific information which they use to access the network that non-Sky routers will not have and require to access the broadband network. We do not supply this information for security and support reasons.
It would appear that the advisor has been mis-informed regarding the provision of such information. For this I can only apologise. We endeavour to get routers out to customers as quickly as possible.
There isn't a backlog that we are currently aware of affecting routers being dispatched. However in your case something else may have happened to delay the router being ordered as your broadband progressed through the provisioning process. We will however credit your account to cover the period from your broadband going active to the arrival of your router so that you are not charged for the service when you cannot use it.
I appreciate that this is frustrating, however using a non Sky Broadband router is not supported by Sky and we cannot guarantee that your non-sky router will always work if changes are made to the network in the future.
on 17-05-2011 02:07 PM
Once you have a router it is very easy to get the information from it you require for future reference. I know people who use their own routers.
Sky must know as well because the mac address may not tally.
However if you do have problems Sky support may not be very supportive if you are using your own router.
on 12-06-2011 07:10 PM
Ive been using my own router for a couple of weeks since I've had this installed.
Today its stoppped working, I've plugged in the ol'sagem and it works... Have they changed something?
on 13-06-2011 08:21 AM
on 27-04-2012 12:02 PM
I don't understand this policy. I am a BT customer but i am moving to a new house. I was about to order multiroom broadband and talk until I saw this discussion. I have a new netgear router which is very good, only 1 month old (so the best at the moment - no idea how this compares to what Sky ships) and that I have set up with all the relevant wired/wireless connections. And it was £120 !
Even BT try and help when they realise you don't have their router. I would be happy to try and get around it technically but not happy to give Sky support a blanket disclaimer.
on 27-04-2012 03:33 PM
sky uses a moddified version of MER which requires unusal settings not many router support this
on 07-05-2012 12:12 PM
first post here and realise this is a bit old, but i ordered sky BB and phone unlimited yesterday and was also going to add multiroom to my complete package, but had to cancel it today as i cant use my own netgear dual band router.
the 2.4 ghz network is useless here as my neighbours homehub router is behind the wall next to my telly and is so powerful it makes my signal poor, whereas on 5 ghz my wireless network is perfect all over my house using my dgnd3300 and wnce3001 wireless network adaptors
my telly, xbox ,skybox, laptop are all on 5ghz but they simply said, use our router or cancel, so i cancelled
09-05-2012 02:22 PM - edited 09-05-2012 02:25 PM
it is possible to use your own routers on sky, if sky are gunna be 2 weeks late you could always buy a sky router from ebay or borrow spare one from a friend, or, ask someone who has an old spare sky router that they dont use to extract the login data for you...this is because ANY sky router works on ANY sky connection, the login is generated from the hardware on the device using algorithms , as long as the login is VALID the router will connect, if its a non-sky router you may have to perform MAC Spoofing but some people dont have to and some do, my Netgear for e,g, connected for few weeks without spoofing before it was disconnected until I spoofed it then it connected.
with regardes to PPPoA / MER -> sky can indeed turn off PPPoA access at anytime, this would mean that users that are affected (those on SVBN, those on Easynet Dslams will not be affected as that does not use MER) who use their own routers will be disconnected, there are routers that can connect with MER such as the Billion BiPAC 7800N which is a super router and other Netgears etc can connect by cheating...use google..it wont be long before 3rd party routers will support MER ...but sky will probably just change it again in attempt to force users onto sky hardware
I dunno what sky does if two routers with same login/identification are used at the same time, its an experiment I could perform with the help of neighbour just too find out if its possible to 'share' login data (even if its just temp until one gets their sky router)
its shocking that SKY force users to use their routers, the modem in the routers are great... the latest 2504N uses a broadcom 6362 dual-core 400Mhz chip (most other routers are 200-300Mhz single core chips), I get super fast wifi response of 0.7ms compared to 1.5ms of my Netgear - but the wifi range aint that great, no advanced stats or setting access and some people need to use 5Ghz band - if sky are going to force us to use their routers they should have a range of routers we can BUY with N300 / N600 / 5Ghz / Gigabit Ports / Advanced ADSL Settings etc like SNR Tweak and other 'switches', allow us access to advanced stats in the modem such as SNR spectrum, QLN, Hlog, Bit Swapping, Error rates etc
....saying here is a wireless-N router 144Mbps and thats yer lot is no good..
on 16-06-2012 07:05 PM
My broadband router hasn't been working - not connecting to internet, intermittent power failures, etc. I have acquired a spare Sky router from a friend who wasn't using it. Would this be classed as using my own router (in respect of the Sky T&C's) or as it's an actual Sky broadband router, am I ok to use it instead of my original one?