topic Geo location server issues with incorrect IP location in Sky Stream

Geo location server issues with incorrect IP location

sukh11 — Thu, 04 Apr 2024 11:27:37 GMT

We switched to SKY streaming 1 week ago and we had an issue because our IP location is being identified by SKY incorrectly as being abroad and we've had no SKY services (Streaming or SKYGo) since. We can watch other apps like Netflix / BBC iPlayer which just seems to reiterate it's a SKY problem. I've spent ages talking to numerous SKY customer service agents but no one is helping, our internet provider has sent details explaining how they have reported the IP addresses correctly and that it's SKYs geolocation database that is wrong and requires updating. I've seen other posts outlining similar issues with SkyQ where the resolution was to add the IP address to Skys whitelist but the latest Sky customer service person said they don't have a whitelist and it's not the same problem. They don't seem to be listening, I feel like I'm going round in circles and need someone technical to help resolve this. Can anyone assist?

Re: Geo location server issues with incorrect IP location

lettice — Thu, 04 Apr 2024 11:41:10 GMT

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

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

Re: Geo location server issues with incorrect IP location

Addie15 — Thu, 04 Apr 2024 12:58:15 GMT

Hi there! Thank you for escalating this. We have sent an invite to @sukh11.

Re: Geo location server issues with incorrect IP location

Kenny-J — Fri, 05 Apr 2024 09:17:31 GMT

Hi @sukh11 Just to confirm, you are not using a VPN on your router?

Thanks

Kenny

Re: Geo location server issues with incorrect IP location

sukh11 — Fri, 05 Apr 2024 18:36:04 GMT

No I'm not using a vpn on my router.

Re: Geo location server issues with incorrect IP location

Anonymous — Fri, 05 Apr 2024 19:01:41 GMT

Are you using satellite broadband such as starlink ?

Re: Geo location server issues with incorrect IP location

sukh11 — Fri, 05 Apr 2024 21:31:21 GMT

Hi. No I'm not. I have Yayzi Broadband as my ISP who has fttp through cityfibre.