Charged for a new router

[Anonymous]

My internet connection has been dropping out regularly. After two calls with boradband support, they reckon that it is an issue with the router, so I need a replacement.

I was genuinely shocked when i was told that it would cost me £39 ("usually £90" or something like that) because I apparently own the current router. I was not aware that this was the case - it was "given to me free" when I took out the contract.

I have never had to pay for a router with any ISP before, and as a long standing customer I see no reason why I should start now, particularly given that the diagnosis of a broken router has come from someone on the phone who has not even seen physically seen it.

What is going on with this? Surely the equipment needed is part of the service that I am already paying for? I can get a new Sky owned router for "free" if I fork out another £5 a month... Must be having a laugh.

Any advice? If not, I think I will be switching providers out of principle more than anything else.

[cookiemonsteruk]

@Anonymous 

Was the old router the sr102 quite a chunky upright model?

Are you out of contract ie your minimum 18 month contract passed

What router did they offer you?

[Anonymous]

@cookiemonsteruk 

No, the model number is ER115 - it's not really new, but not ancient.

Current contract ends in September, and didn't get any info about what they would replace with. I think there was some mention of a Sky Q box if I paid the extra £5 a month which I would be loaning from them.

Tell me if I'm being unreasonable - I was just really surprised to be asked to pay for a replacement.

[cookiemonsteruk]

@Anonymous 

Just trying to clarify 

You where charged to change your er115 to another er115 or to change from er115 to sr203?

[Anonymous]

@cookiemonsteruk 

I'm afraid that I don't know - there was no mention of what the new router for £39 would be.

Should I be able to get a like for like replacement (i.e. another ER115) free of charge? I'm not interested in getting the latest model or anything like that.

[cookiemonsteruk]

@Anonymous 

The £5 per month gets you the latest sr203 router with broadband boost and allows you to ask for sky booster boxes. I am querying the charge of £39 for what appears to be like for like which as far as i am concerned has not been fully explained

[cookiemonsteruk]

@Anonymous 

Might move the entire post which will make it disappear until answered by sky comnunity managers or just copy and paste the link so the actual post remains here . 

[Anonymous]

@cookiemonsteruk 

Thanks. New to this - what do I need to do to make that happen? Thanks again

[cookiemonsteruk]

@Anonymous 

I have linked this post for comment for sky to confirm . When they get back to me i will update you

[jamesn123]

Hi @Anonymous 

It sounds like the agent you spoke to has not got things right. Sky are obligated to provide the equipment for you to use your subscription and a replacement should be given FOC or at maximum you pay the delivery charge. I would recommend you call again and get a second opinion

[Anonymous]

@jamesn123@cookiemonsteruk 

Have spoken with another agent. They agreed that it was a bit much to assume it was definitely the router over the phone. An engineer is booked in to undertake some physical checks, so hopefully that will resolve things.

Fully agree that necessary equipment should be provided as part of the service. Happy to give it back at the end of contract if they want!