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    Did I give the correct advice to my neighbour (re:sky broadband)

    I was talking to my neighbour about his sky broadband, he says his router is faulty. I checked it and whilst I was able to connect to the router, it would not connect to the broadband so we got no internet.

    He says that he took it to a shop to check it and they've charged him about £50 to tell him that it's faulty. I've advised my neighbour that they couldn't have checked whether the router was working or not without his phone line. As far as I can see all they'd have been able to do was connect to the router and see that they can't connect to the internet. (which they'd at least need a sky broadband line and maybe even my neighbours exact line?)

    So I think my neighbour should call them and ask them to justify how they managed to tell the router was faulty when they don't have his sky line? What do you think?

    13 Comments

    Surely a router can connect to any internet connection, it doesn't have to be connected to a particular one to test does it? so wouldn't they be able tell?

    £50, he could have got a new router for that.

    Seems odd.

    Firstly as far as I am aware sky modems are hard coded with user name and password and I would guess also the phone number of the user line. So how the modem could be tested away from that line I don't know.

    Secondly, do sky have shops? What shop did he take it to? Did they try to diagnose the modem on behalf of sky? Seems odd to charge £50 and not fix a problem.

    EliTom

    Has he just got the router? I had the same problem last week setting up broadband for my folks, i had to manually set the IP addresses for the network settings (the CD that comes with the router walks you through it)
    As for checking the router i don't have a clue how they could have tested it and then charged that much to boot, could have bought a new router for that.

    greg_68;3776434

    Surely a router can connect to any internet connection, it doesn't have … Surely a router can connect to any internet connection, it doesn't have to be connected to a particular one to test does it? so wouldn't they be able tell?£50, he could have got a new router for that.



    cable routers yes - ADSL modems maybe! If they could change the user bame and password then yes you can connect to any line with ADSL active as long as you know the user name and password for the ISP on that line. But sky modems iirc are hard coded with the user name and password so cannot be changed.

    When the modem is connected to your neighbours line does the ADSL light stay on or flash?

    EliTom

    £50 to tell him he's got a faulty Router? Very extreme considering you can buy new routers for around £20-£30.

    Their are ways of testing them with out having a broadband connection, Sky engineers have tools to check for faults etc.. I'm sure if they had the right tool's they could check for problems.

    Also some if not all routers can be hacked to work with other broadband suppliers etc...

    It could be a firmware fault in the router, With BT for example if theirs a fault with the home hub it can be forced flashed and reset.

    Has he spoke to Sky?

    omg does anybody on here not heard of router flashing .. i got rid of sky ages ago due to services dropping out .. if you late paying by one day they also suspend your BB without telling you ...
    the shop prob saved settings flashed it tried it then returned it

    sky can do line check so can bt if you speak VERY nicely to them as the dsl is sky's but they will....

    i got o2 very happy fastest upload speed for bt line 1.3meg up unlike sky 512k 768if your really lucky

    Original Poster

    greg_68;3776434

    Surely a router can connect to any internet connection, it doesn't have … Surely a router can connect to any internet connection, it doesn't have to be connected to a particular one to test does it? so wouldn't they be able tell?£50, he could have got a new router for that.



    It requires the right username/password, which I believe it hard coded into the router (as eliton explains), I doubt they would have changed this and changed it back.

    £50 for a new router, true, that's why it annoys me!

    elitom;3776453

    Seems odd.Firstly as far as I am aware sky modems are hard coded with … Seems odd.Firstly as far as I am aware sky modems are hard coded with user name and password and I would guess also the phone number of the user line. So how the modem could be tested away from that line I don't know.Secondly, do sky have shops? What shop did he take it to? Did they try to diagnose the modem on behalf of sky? Seems odd to charge £50 and not fix a problem.EliTom



    He took it to a computer shop, don't know which one. Same one who charged his friend £200 to replace a hard drive!

    £50 is their fee for a general diagnostic, it's more if they fix a problem!!


    bubs866;3776459

    Has he just got the router? I had the same problem last week setting up … Has he just got the router? I had the same problem last week setting up broadband for my folks, i had to manually set the IP addresses for the network settings (the CD that comes with the router walks you through it)As for checking the router i don't have a clue how they could have tested it and then charged that much to boot, could have bought a new router for that.



    I can connect to the router ok, just not get any internet through it. A call to sky is the next thing to do, they should replace it free shouldn't they?

    elitom;3776471

    cable routers yes - ADSL modems maybe! If they could change the user bame … cable routers yes - ADSL modems maybe! If they could change the user bame and password then yes you can connect to any line with ADSL active as long as you know the user name and password for the ISP on that line. But sky modems iirc are hard coded with the user name and password so cannot be changed.When the modem is connected to your neighbours line does the ADSL light stay on or flash?EliTom



    I don't know tbh, all I know is that I can connect to the router fine, but can't get any internet through it. Sky will probably run a couple of checks then send a new router out I guess.

    shauneco;3776492

    £50 to tell him he's got a faulty Router? Very extreme considering you … £50 to tell him he's got a faulty Router? Very extreme considering you can buy new routers for around £20-£30.Their are ways of testing them with out having a broadband connection, Sky engineers have tools to check for faults etc.. I'm sure if they had the right tool's they could check for problems.Also some if not all routers can be hacked to work with other broadband suppliers etc... It could be a firmware fault in the router, With BT for example if theirs a fault with the home hub it can be forced flashed and reset.Has he spoke to Sky?



    I guess there is a possibility that they had tools to check it with, but lets be honest, this is a small computer shop who saw someone come in saying they had a faulty router so they thought they'd charge him to tell him he's got a faulty router.

    wanderer;3776563

    omg does anybody on here not heard of router flashing .. i got rid of sky … omg does anybody on here not heard of router flashing .. i got rid of sky ages ago due to services dropping out .. if you late paying by one day they also suspend your BB without telling you ...the shop prob saved settings flashed it tried it then returned it sky can do line check so can bt if you speak VERY nicely to them as the dsl is sky's but they will....i got o2 very happy fastest upload speed for bt line 1.3meg up unlike sky 512k 768if your really lucky



    I've got o2 too, very pleased, so is my neighbour, he's using it at the moment!!!

    Sounds like the same problem i had. It seemed to be connecting to the router ok but no internet connection. Has he tried running through the help tutorials on the CD? Also is he using a wireless connection or hardwired?

    Original Poster

    bubs866;3776803

    Sounds like the same problem i had. It seemed to be connecting to the … Sounds like the same problem i had. It seemed to be connecting to the router ok but no internet connection. Has he tried running through the help tutorials on the CD? Also is he using a wireless connection or hardwired?



    Haven't done any tutorials on the cd, am going to phone sky up. It should be as simple as connecting and that's it. I don't think you can even mess with the settings on the sky ones.

    The IP settings changed are on the PC not the router.
    There is a way to change the settings on the router but i doubt anything there would help as it's all pre-set

    elitom;3776471

    cable routers yes - ADSL modems maybe! If they could change the user bame … cable routers yes - ADSL modems maybe! If they could change the user bame and password then yes you can connect to any line with ADSL active as long as you know the user name and password for the ISP on that line. But sky modems iirc are hard coded with the user name and password so cannot be changed.When the modem is connected to your neighbours line does the ADSL light stay on or flash?EliTom



    No if you plug any cable router into any cable line it won't work you would need to register the cable modem (MAC Address) with virgin media first.

    So to the original poster has your neighbour logged onto the router to see if it is getting an IP address from your ISP? That would be the first thing I would check.

    Also has your neighbour ever had a working ADSL connection?

    wanderer;3776563

    omg does anybody on here not heard of router flashing .. i got rid of sky … omg does anybody on here not heard of router flashing .. i got rid of sky ages ago due to services dropping out .. if you late paying by one day they also suspend your BB without telling you ...the shop prob saved settings flashed it tried it then returned it sky can do line check so can bt if you speak VERY nicely to them as the dsl is sky's but they will....i got o2 very happy fastest upload speed for bt line 1.3meg up unlike sky 512k 768if your really lucky



    Flashing the router is not relevant here if your sky connection was dropping out it was more likely noise on your line should of tried an iPlate and some decent ADSL splitters.

    "sky can do line check so can bt if you speak VERY nicely to them as the dsl is sky's but they will...." no sky may own the equipment in your exchange but BT still own the phone line anyway a simple "line check" is just a PSTN check you can do this by trying to phone someone.
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