New Router arrived used and showing signs of damage

[eD772]

• Hi, new Sky Router arrived today. It is scratched and dusty, obviously old and not brand new showing signs of being used before. 

First time Sky customer, and not impressed having been with numerous ISP's previously this is the first time I've been delivered a not very well looked after Router.

[caesarome]

@eD772 

What did Sky say when you called tjem

about this ?

[jamesn123]

@eD772 

As part of Sky's eco initiate it could be possible you were sent a refurbished router. Performance will be just the same

[eD772]

I tried finding the number to call, page redirected to 'Virtual Assistant', then offered to let me post a message here. Since posting, have tried calling and the voice recognition isn't letting me bypass directly to a representative. 

- What's the reason for your call?

- Faulty Router

- Vouchers, is this correct?

- No, faulty Router!

[eD772]

I get that, but the Router showing heavy dust and scratches is not providing any evidence of any "refurbishment" 

Seen as I'm locking into a contract, I expect to be provided with an aesthetically pleasing product...

Considering we have computers these days advertising 'features' such "as antibacterial keyboard" I am not accepting of someone else's filth ingrained into a product I am paying for as a *new* customer 

[JimM1]

@eD772 Would say the same about my SR203 when it arrived back in Mar2025, did look like it was used before, did not realy care to much as was going on just to make sure sky was up working and with no problems, held it's own during the 10 weeks of testing with no problems apart from the hub quirks that where introduced a few FW versions back. Now back in it's box and will only re-appear if broadband issue as that is all Sky can look at hub wise, has to be there own equipment....

If you are not happy, do call they may swap it out but i have no way off knowing that fact. Hopefully they did Factory Reset it before you got it at least.👍

[Daniel0210]

@eD772 
Calls to Sky will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

[Bunnaaay]

I have the exact same issue

[Daniel0210]

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@Bunnaaay wrote:

I have the exact same issue

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@Bunnaaay 

The exact same advice will apply. 

[Bunnaaay]

I have the same issue, but there are things stuck on there and looks like dust underneath.... I don't mind refurb, but clean it up first.

[JimM1]

@Bunnaaay It just may be the way that everything is going now, save the planet!

[JimM1]

@Bunnaaay Recycle bods are just not up to doing a good job, in/out wham/bam and sky seeing this will no doubt jump all over it! Take a picture incase for proof off how poor a job it is!