topic Re: Accused of using stream puck at different address. in Sky Stream

Warning letter received about Sky Stream

pingloss — Wed, 07 Oct 2026 06:43:11 GMT

Hi,

I've received an email this morning informing me that we've been using our Sky Stream pucks outside of our home and threating to charge us an extra £26 a month if we dont' stop within 2 weeks. This confuses me since we've not been on holiday this year and certainly not taken our pucks anywhere even if we all could do with some time away! Can someone explain to me why I'm receiving this letter because I'm not best pleased about it.

Re: Warning letter received about Sky Stream

Angel_Aka — Wed, 07 Oct 2026 06:51:37 GMT

@pingloss wrote:
Hi,

I've received an email this morning informing me that we've been using our Sky Stream pucks outside of our home and threating to charge us an extra £26 a month if we dont' stop within 2 weeks. This confuses me since we've not been on holiday this year and certainly not taken our pucks anywhere even if we all could do with some time away! Can someone explain to me why I'm receiving this letter because I'm not best pleased about it.

One of your pucks has possibly been connected to a WiFi booster or extender and been given a different IP address to the other. Make sure your pucks are connecting to the same network.

Re: Warning letter received about Sky Stream

Dazzasky — Wed, 07 Oct 2026 07:02:02 GMT

I have escalated your post to Sky. Keep an eye out for a blue chat bubble. @pingloss

https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Re: Warning letter received about Sky Stream

lettice — Wed, 07 Oct 2026 07:18:13 GMT

@pingloss

Notice this has already been escalated to the Sky community team.

The Sky community team often deal with this issue.

From what you mention, it looks like your local network is being flagged incorrectly.

Sky can create an exception for you.

Would help them if you can go prepared to the chat with setting out exactly how your local network is setup.

Re: Warning letter received about Sky Stream

pingloss — Wed, 07 Oct 2026 07:22:42 GMT

Hi @lettice Very happy to go in a chat with someone. I do have a complex home network due to my line of work but nothing significant has changed in the past 6 months. In fact the only thing related to Sky recently is that I'm a member of the SkyOS 2.0 beta.

Re: Warning letter received about Sky Stream

pingloss — Wed, 07 Oct 2026 07:49:07 GMT

Looking at other posts about this has made me think. I've just looked up the geo-location for my IPv4 and IPv6 addresses supplied by my Zen Internet service. The IPv4 address says London, while the IPv6 address says Rochdale! If that's whay Sky use as part of their detection process, it's never going to be accurate!

Re: Warning letter received about Sky Stream

Dazzasky — Wed, 07 Oct 2026 07:50:37 GMT

@pingloss wrote:
Looking at other posts about this has made me think. I've just looked up the geo-location for my IPv4 and IPv6 addresses supplied by my Zen Internet service. The IPv4 address says London, while the IPv6 address says Rochdale! If that's whay Sky use as part of their detection process, it's never going to be accurate!

The pucks do not use ipv6 so that won't make a difference

Re: Warning letter received about Sky Stream

pingloss — Wed, 07 Oct 2026 08:11:28 GMT

@Dazzasky

It could be a SkyOS 2 things then because the pucks are very much using IPv6. They have IPv6 addresses leased from my DHCP server and I can see inbound/outbound IPv6 traffic on these addresses.

Re: Warning letter received about Sky Stream

lettice — Wed, 07 Oct 2026 08:26:56 GMT

@pingloss wrote:

Hi @lettice Very happy to go in a chat with someone. I do have a complex home network due to my line of work but nothing significant has changed in the past 6 months. In fact the only thing related to Sky recently is that I'm a member of the SkyOS 2.0 beta.

Doubt if it's anything to do with Sky OS2.

As far as I have seen, no significant networking changes have been made that I can see on my local netowrk or have been mentioned through the trial so far.
We are also not privy to such networking changes that Sky make.

Sky do though through their continual updates of Sky Stream/Glass may make slight network changes, that could have happened at any time over previous months on either UI or build changes.

As for IPv4/6

The pucks/glass do rely on a working IPv4 connectivity for normal operation and backend comms.

They can acquire and make use of IPv6 addresses if that is provided by your local network and aligned ISP.

But parts of the UI will at points as for a lot of IT a kit only mostly use/report IPv4 details.

So the pucks and glass do not operate in any form of 'purer' IPv6 environments, using its base IPv4 to provide its normal function type state.

Not seeing as that will change for anytime in the near future.

Re: Warning letter received about Sky Stream

Dazzasky — Wed, 07 Oct 2026 08:27:44 GMT

@pingloss wrote:
@Dazzasky

It could be a SkyOS 2 things then because the pucks are very much using IPv6. They have IPv6 addresses leased from my DHCP server and I can see inbound/outbound IPv6 traffic on these addresses.

Strange, I've always been under the impression the pucks do not use IPv6. I'm not at home at the moment so can't check on my own

Re: Warning letter received about Sky Stream

Stuart1714 — Wed, 07 Oct 2026 10:09:59 GMT

I had the email myself today. I rang up earlier and the person that I spoke to said there have been quite a few people calling in today, so it's been escalated.

I'm on the new OS on some of the pucks and Glass TVs. The only network change on my side has been a firmware upgrade last week on my mesh router and satellites, although I can't vouch for any ISP changes..

I have a backup 5G router, which I plugged in to test it and upgrade the firmware, which may flag something up, but it's not been turned on for a few months.

Re: Warning letter received about Sky Stream

nmbailey — Wed, 07 Oct 2026 10:29:44 GMT

I've had an email too this morning. The only change in my use of Sky is that I renewed for another 24 months last week - this feels like an odd thank you from the company as I don't view Sky away from home except occasional use of Sky Go.
I've not been upgraded to OS 2 so it ain't that

Accused of using stream puck at different address.

CraigB11 — Wed, 07 Oct 2026 10:34:52 GMT

I had an email accusing me of using my puck at a different address but all I do is move it from my son's bedroom to the kitchen when my son is away at his girlfriend's. Why are they accusing me when it's in the same house.

Re: Accused of using stream puck at different address.

Daniel0210 — Wed, 07 Oct 2026 10:38:36 GMT

@CraigB11

Your post has been moved to a thread already discussing this issue.

Re: Warning letter received about Sky Stream

pingloss — Wed, 07 Oct 2026 11:11:34 GMT

Seems whatever process is being used for identifying Sky Stream use outside of the registered address is flawed. It's causing false positives and unwanted stress for people.

I don't seem to have received any request to chat with anyone regarding this?

Re: Warning letter received about Sky Stream

ProbsSteph — Wed, 07 Oct 2026 11:35:04 GMT

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: Warning letter received about Sky Stream

pingloss — Wed, 07 Oct 2026 17:24:07 GMT

I've just finished a chat with Sky and I'm not pleased to say the least. It seems their detection points have changed for triggering this issue. For me it's because I have one of my 5 pucks on a different SSID others. This is because it's in the annex of our house where my parents live and I've segregated the Wi-Fi for their devices due to my work requirements.

All the pucks are in the same legal address, reside on the same internal network and use the same internet connection but the person I was talking to wasn't having any of it. All the pucks have to be on the same SSID or the system triggers this situation.

I was told there's no escalation policy for this and there was nothing that could be done about it. As far as I'm concerned, Sky shouldn't be having any say in how my own personal LAN is designed.

Re: Warning letter received about Sky Stream

Allan95 — Wed, 07 Oct 2026 17:24:50 GMT

Re: Warning letter received about Sky Stream

RobBarden — Wed, 07 Oct 2026 17:32:12 GMT

I've also received the same email today but 1) the pucks are very much where they should be at my home address & have not even been moved within the house and 2) as far as I am aware there have been no major changes to my network.

Really confused!

Re: Warning letter received about Sky Stream

arcadeavenger — Wed, 07 Oct 2026 17:37:27 GMT

Hi @RobBarden, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141 Thanks, Becca.