If you need to replace your Sky Fiber router, ONT, or Access-Point due to a defect, here’s what to do:
1. Contact Sky Customer Service
- Reach out to the Sky team.
- Our Customer Care Service will check the issue and trigger a replacement if needed.
2. Receive your replacement device
- Once the replacement is approved, the new device will be shipped to you.
3. Return the defective device (if required)
- Only ONTs must be returned. WLAN-Routers and Access-Points do not need to be sent back.
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WLAN-Routers and Access-Points are your property and covered by a 2-year warranty.
- If the issue is confirmed and still under warranty, replacement is free.
- If out of warranty or if the device was damaged by the customer, replacement must be paid.
💡 Tip: keep the original packaging until you receive the replacement, especially if a return is required.