topic Re: Additional Location Letter in Sky Stream

Additional Location Letter

CornishNick — Wed, 28 Aug 2024 09:45:45 GMT

Has anyone else had an email saying they're using their puck in an additional location when they're not? Says they'll charge an extra £26 if we don't stop....

Re: Additional Location Letter

GD1 — Wed, 28 Aug 2024 09:49:51 GMT

@CornishNick The only reason this is likely to happen is if the puck is on a different public IP to the others?

Are all your puck using the same network and broadband connection?

Re: Additional Location Letter

CornishNick — Wed, 28 Aug 2024 09:52:53 GMT

Have failovers and various VPN setups for work (I support a few companies and can't ever be down for that reason) - could that be it?

Re: Additional Location Letter

SKY1992bf — Wed, 28 Aug 2024 09:56:48 GMT

@CornishNick wrote:
Have failovers and various VPN setups for work (I support a few companies and can't ever be down for that reason) - could that be it?

@CornishNick Possibly

Re: Additional Location Letter

GD1 — Wed, 28 Aug 2024 10:01:17 GMT

@CornishNick If the puck has a different public IP then yes, you'll need to configure all the pucks to be using the one broadband connection/public IP.

I don't know what routers etc you're using but you should be able to configure the pucks to use a specific WAN at all times

Re: Additional Location Letter

CornishNick — Wed, 28 Aug 2024 10:03:52 GMT

Does that mean we're not allowed to use our second network to watch TV if the main one goes offline? Is there any way round this?

Re: Additional Location Letter

GD1 — Wed, 28 Aug 2024 10:06:55 GMT

@CornishNick Yes & no,

If you have a backup line and the main one fails all pucks should failover to the same network, howevr I should note I can't confirm if this would be an issue or not.

What seems to be the issue at present is one of your pucks is using a different BB service to the other, you need to resolve that 1st.

If all pucks are on the same public IP you should be ok.

Re: Additional Location Letter

CornishNick — Wed, 28 Aug 2024 10:20:49 GMT

I didn't think the pucks could automatically join other (even if known) networks? They're all currently attached to the same wifi from what I can see.... one's on a 2.4Ghz SSID and others on the 5Ghz one but thats all.... just due to signal strength at that end of the house

Re: Additional Location Letter

GD1 — Wed, 28 Aug 2024 10:29:39 GMT

@CornishNick If your using 2 broadband lines (you've said you have a failover) you will have 2 WAN ports being used on your hub, it is possible that one of the pucks has defaulted to the other wan, this is what you need to resolve. Being connected over 2.4 or 5ghz wifi won;t be the issue.

How is the main line & failover configured?

On my dratek multi dual wan hub they have a setting for always on or failover, there should be a similar setting on your hub, if the failover is always on the other puck could be using this wan rather than your main wan.

Re: Additional Location Letter

TimmyBGood — Wed, 28 Aug 2024 11:22:34 GMT

@CornishNick wrote:

Have failovers and various VPN setups for work (I support a few companies and can't ever be down for that reason) - could that be it?

Yes, that's almost certainly what's happening: the pucks have been logged by Sky as being active simultaneously behind different public IP addresses, which in most cases would indicate use at different physical locations.

Re: Additional Location Letter

CornishNick — Wed, 28 Aug 2024 12:43:00 GMT

@TimmyBGood @GD1

Thanks both! I'll have a think of how to sort this. It's a little openWRT router/access point that flips between the main fibre ISP (via it's wifi) and the backup (priority on speed I think). Fibre wifi isn't so great down that end of the house so I guess it's failing over more than I think, and I just don't notice when using the PC. It will only be affecting the one puck in the office when used as a spare room.

Unfortunately something more sophisticated isn't possible as we have a VERY locked down ISP router....

Nick

Re: Additional Location Letter

Anonymous — Wed, 28 Aug 2024 15:19:22 GMT

this post got me thinking. The OP is clearly not using two pucks in two different locations, but the letter suggest if you are, the worse that will happen is you are charged £26? That a cheap second subscription if someone is on a full package and wanted to split it with a friend ??

Re: Additional Location Letter

SKY1992bf — Wed, 28 Aug 2024 15:39:49 GMT

@Anonymous wrote:
this post got me thinking. The OP is clearly not using two pucks in two different locations, but the letter suggest if you are, the worse that will happen is you are charged £26? That a cheap second subscription if someone is on a full package and wanted to split it with a friend ??

@Anonymous it doesn't mean customers can breach terms and conditions which is what they would be doing

I would also remind you of the community rules which prohibits discussion of ways to breach such terms and conditions

Re: Additional Location Letter

DXPParagon — Sun, 11 Jan 2026 16:20:46 GMT

I have the same issue with being charged an additional £26 location charge, despite the pucks all being connected to a single Sky provided fibre broadband router which is also acting as the DHCP source.

I have a second Amplifi WiFi router and mesh points that are connected into the Sky router via an Ethernet port on that Sky router.

Due to WiFi coverage in my property one of my pucks uses that WiFi network rather than the Sky WiFi network, but the pucks are all using the same public address of the Sky router.

my requests for an exception are being continually rejected by the Sky team. I have spent hours on the phone to them sending them photos and screen shots.

in my view Sky are using this as a profit generation centre.

Re: Additional Location Letter

SKY1992bf — Sun, 11 Jan 2026 16:41:40 GMT

@DXPParagon wrote:
I have the same issue with being charged an additional £26 location charge, despite the pucks all being connected to a single Sky provided fibre broadband router which is also acting as the DHCP source.

I have a second Amplifi WiFi router and mesh points that are connected into the Sky router via an Ethernet port on that Sky router.

Due to WiFi coverage in my property one of my pucks uses that WiFi network rather than the Sky WiFi network, but the pucks are all using the same public address of the Sky router.

my requests for an exception are being continually rejected by the Sky team. I have spent hours on the phone to them sending them photos and screen shots.

in my view Sky are using this as a profit generation centre.

@DXPParagon This normally happens when the ip address is dynamic meaning it routinely changes and therefore Sky thinks you're in a different location to your registered address

It may be worth asking Sky for a static ip address

Re: Additional Location Letter

DXPParagon — Sun, 11 Jan 2026 17:30:46 GMT

Thanks for that suggestion, maybe Sky should have suggested this rather than continuing to hassle me without reason.

im retired, but having come from a technical background I do understand my network, many customers must also be paying the £26 without realising it, and perhaps not have the technical skills to even challenge it.

I've provided them with so many screen shots, even the MAC address and serial number of the Amplifi WiFi router which they can obviously see is connected into the Ethernet port on the Sky router.

There shouldn't be any confusion about IP addresses by Sky, the pucks will both be allocated IPV6 dhcp addresses in the range issued by the Sky router ? Yes their dynamic addresses may change as their leases expire, but surely Sky can see their MAC addresses. How would internally fixed up address's make any difference?

Re: Additional Location Letter

TimmyBGood — Sun, 11 Jan 2026 18:52:37 GMT

@DXPParagon wrote:

in my view Sky are using this as a profit generation centre.

No: it's an entirely sensible revenue protection process. Previous platforms couldn't effectively be split, but with six pucks and three Glass televisions permitted on a single Whole Home subscription that's nine households which could run off one Sky subscription.

Re: Additional Location Letter

DXPParagon — Sun, 11 Jan 2026 20:21:41 GMT

I understand their need to ensure that this isn't happening. However, as I've explained my setup to them now on four occasions I'm getting tired of effectively being branded a liar.

Sky's response is "run all your devices on our WiFi network" then you won't have any further charges applied.

That ridiculous response fails to take into account that their inadequate WiFi network doesn't reach the top floor of my 3 story property, and that I have an existing Amplifi meshed WiFi network that covers every inch of my property, including my remote garden rooms and garages.

Maybe you can appreciate that I'm really tired of telling them the above, after hours of phone calls and emailed screen shots, photo's of my house and equipment etc, their continuing insistence that I should be paying an additional £26 per month is very wearing on my patience.

Re: Additional Location Letter

Anonymous — Mon, 12 Jan 2026 12:18:59 GMT

"Maybe you can appreciate that I'm really tired of telling them the above, after hours of phone calls and emailed screen shots, photo's of my house and equipment etc, their continuing insistence that I should be paying an additional £26 per month is very wearing on my patience."

Im sure the abroad Sky agents aren't bothered about "wearing on your patience"... Their only concern is stopping people from breaking T&Cs and as you have sent as much evidence as you have and they still won't exempt you then it sounds like Sky have put you in a final position of either 1) Keep paying the extra £26 or 2) Leave

Sky must be very confident that you'll stick with 1) in this situation though by the sounds...

Re: Additional Location Letter

lettice — Mon, 12 Jan 2026 14:48:03 GMT

@DXPParagon

Understand your frustration and from what I read of your posts above your network setup should be fine, once an excemption for your local network setup as it is, has been applied.

Ive asked in our closed community Superuser area, if any further help can be progressed for you.

Hold fire and will report back what comes back from Sky.