Asked to return sky mini box

[1146]

After a particularly painful call where I've arranged to remove multi room from my subscription (I don't use it) I've been sent packaging and instructions to return my 2 sky Q mini boxed.

However whilst not needed or wanted for watching tv, my mini boxes act as wifi boosters around my house. As soon as I unplug one, I have zero WiFi in half the house. I understand that Sky guarantee whole home WiFi, so how do I go about ensuring this if I return the mini boxes? I desperately don't want to become embroiled in another 40minute battle with sky's off shore call centre

[nigea99]

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@1146 wrote:

After a particularly painful call where I've arranged to remove multi room from my subscription (I don't use it) I've been sent packaging and instructions to return my 2 sky Q mini boxed.

However whilst not needed or wanted for watching tv, my mini boxes act as wifi boosters around my house. As soon as I unplug one, I have zero WiFi in half the house. I understand that Sky guarantee whole home WiFi, so how do I go about ensuring this if I return the mini boxes? I desperately don't want to become embroiled in another 40minute battle with sky's off shore call centre

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hi @1146 

Yes mini boxes do provide part of a wifi mesh but are in themselves part of the TV system and as you have discovered need to be returned if the multiroom sub is cancelled.

I am, personally, not to sure what boosters etc can be provided to help with your wifi coverage but I have escalated your post to a SKY support team, who, hopefully, will be in touch & should be able to discuss your needs and options

Please see this link re the escalation and what you might see:
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

If you are using Safari I believe you must make sure that 'Hide IP address' is not checked in settings to be able to see it - if you have difficulty finding that setting then may be try accessing here with another browser

[Greenfingers001]

Thanks for escalating this. We’ve sent @1146 an invite to chat.

[1146]

Thanks @nigea99 and @Greenfingers001 for the replies, and for escalating this. No satisfactory solution from sky I'm afraid.... had to speak with another foreign call centre. Was initially told that it was impossible that my wifi coverage would be reduced by unplugging the mini boxes😤, then offered me an enhanced broadband package (at a premium of course), with no clear explanation as to how this would solve my issue.

Have declined their kind offer and sourced a booster box of my own, which partially helps, although I have a couple of black spots still.

Appalling customer experience....time to finally say goodbye to sky I feel😒

[stereohaven]

@1146 

You have taken WiFi nodes out of your setup and will have reduced coverage now.

Your options are:

1. Upgrade your Sky Broadband package to include Sky WiFi Max which includes an enhanced "wall to wall" coverage guarantee (and pods to act as replacement nodes)
2. Use the advice in the broadband section to use your own mesh WiFi system
3. Leave and buy another ISPs mesh WiFi solution 

Whichever route you go down, you will need to spend extra money to create a WiFi mesh with suitable coverage, as a single router or hub, can only do so much.

Every ISP will happily sell you a mesh, with Sky WiFi Max available for as little as £3 extra per month, it will still usually cost less than multiroom.

[Michelle118]

Hi

After a call with Sky to review my account, the operator removed multi room from my account - which I didnt ask for. When I realised this I called back and had multi room re-installed onto my acocunt.

I have just received my second email requesting the return of the kit - before I am fined £52 per box for not returning.

I still need to boxes as I am still paying for multi room 

How can I stop these emails and stop being fined £52 per mini box?

Please help

[SKY1992bf]

@Michelle118 To get you some help, I’ve escalated your post to sky community chat who hopefully will be in contact and send you a private community message/email so I would recommend that if not already on, you turn email/private message notifications on to avoid missing any alerts

So look out for a chat bubble across the bottom of the screen when logged onto the forum

This link explains how this works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Be reassured the email & message is from Sky and your details are safe and secure.

Once you receive an invite you’ll have 48 hours to initiate a chat before it automatically times out, also ensure you login to the forum periodically for 48 hours after receiving the invite and check the chat bubble for any responses from sky and make sure you respond to each message from sky within 48 hours of each message, or the chat will time out again

NB 1 If your post has been escalated for a non return fee issue please note proof of postage is required without it refunds are at sky’s discretion

NB 2 If you are using Safari please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Chrome

[Greenfingers001]

Thanks for escalating this. We’ve sent @Michelle118 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.