topic Re: OCTAPLUSUK IP'S GEO LOCATION in Broadband

OCTAPLUSUK IP'S GEO LOCATION

OCTAPLUSUK — Tue, 19 Dec 2023 19:31:18 GMT

Dear Sky Team,

We have been in touch with several support engineers over call and forum discussions. However the issue is not resolved and we have thousands of customers suffering due to sky not adding our IP's to their databases and the geo location for our IP's is not corrected. All major IP databases update everyweek including BBC.

Kindly request a senior NOC person @Chloe-W22 add the below IP's in your database and country: GB

89.21.65.0/24
128.127.149.0/24
128.127.150.0/24
154.56.232.0/22
154.56.240.0/21
191.101.24.0/24

Kindly treat this most urgent.

Many thanks,

Gladstone

CEO - Octaplus UK

Re: OCTAPLUSUK IP'S GEO LOCATION

Daniel0210 — Tue, 19 Dec 2023 19:37:44 GMT

@OCTAPLUSUK
I’m afraid you are talking to customers here not Sky Customer Services.

Re: OCTAPLUSUK IP'S GEO LOCATION

nigea99 — Tue, 19 Dec 2023 19:47:16 GMT

hi @OCTAPLUSUK

As @Daniel0210 points out we are primarily customers here - although I guess you may have realised by including @Chloe-W22 in your post.

Needless to say I think you will find that such a change will need to be requested in a business to business communicaton channel where identities can be confirmed etc. rather than through a public forum like this

Re: OCTAPLUSUK IP'S GEO LOCATION

Chloe-W22 — Tue, 19 Dec 2023 21:34:28 GMT

Hi @OCTAPLUSUK,

I'm sorry to hear you're having issues, could you confirm what product your customers are experiencing the IP Geo-Location with? This is a TV on screen message can you confirm if it's Sky Q, Sky Glass and/or Sky Stream and I can get in contact with the right people 🙂

Re: OCTAPLUSUK IP'S GEO LOCATION

OCTAPLUSUK — Tue, 19 Dec 2023 23:58:45 GMT

Hello Chloe-W22,

Thank you for your reply.

This is with Sky-q application and sky stream. Users get an error saying: failed, location check failed.

I am unable to share customer information. Sky has done this before all you need to is:

@Sky ingest the below IPs and locations as United Kinddom, or advise on your Geolocation source so we can discuss with them directly to prevent this issue each time we add new IPs to our network.

@Daniel-F I have seen you have helped other ISP's resolve this issue.

Kindly add the below IP's location as UK.

89.21.65.0/24
128.127.149.0/24
128.127.150.0/24
154.56.232.0/22
154.56.240.0/21
191.101.24.0/24

2a13:740::/29

Thank you,

Gladstone

Re: OCTAPLUSUK IP'S GEO LOCATION

Chloe-W22 — Wed, 20 Dec 2023 10:18:30 GMT

Thanks @OCTAPLUSUK, I appreciate your customers are reporting this on-screen message with Sky products but we do need recent examples to look into - ideally if they can contribute to this thread I will collate these and get the right people to look at it.

In the meantime could you please give me more detail on what's happening on the Sky products ie:

Where do they see the On Screen Message (Is it watching Live TV, Downloading, accessing apps etc)
Does this happen everytime?
Is it certain content? (Sky channels or others)

Any other information is appreciated,

Re: OCTAPLUSUK IP'S GEO LOCATION

OCTAPLUSUK — Wed, 20 Dec 2023 14:22:25 GMT

Hello,

The issue is with all sky products sky-q, sky cinema these all give errors out of country.

If the above pic would help you.

Our IP's need to be added to your database. You'll have done this in the past for other networks.

Link: https://helpforum.sky.com/t5/What-s-On/MTH-Networks-Geolocation-Issue/td-p/4478238

I hope this is resolved at earliest.

thank you,

Gladstone

Re: OCTAPLUSUK IP'S GEO LOCATION

mae-3 — Wed, 20 Dec 2023 18:28:17 GMT

@OCTAPLUSUK

I've checked the registrar for some of those IP address ranges and they are all registered in the UK.

Sky geofencing is clearly out of date and it is Sky's issue that their customer cannot receive the service they subscribe to from Sky.

If anyone comes across this thread then I suggest they ask for a refund on the services that cannot receive because all those ranges are registered in the registrar as belonging to the UK and it is Sky's error.

Re: OCTAPLUSUK IP'S GEO LOCATION

mae-3 — Wed, 20 Dec 2023 18:32:48 GMT

@Chloe-W22

I suggest Sky use RIPE they are the registrar for geofencing purposes and are the most up-to-date information on the location of IP public address ranges, and those IP address ranges are registered with RIPE in the UK.

Re: OCTAPLUSUK IP'S GEO LOCATION

cookiemonsteruk — Wed, 20 Dec 2023 18:36:28 GMT

@mae-3

The last ip range is chile so i don't know if its an issue with the transfer of the ip ranges from abroad to the uk

Re: OCTAPLUSUK IP'S GEO LOCATION

mae-3 — Wed, 20 Dec 2023 18:38:19 GMT

@cookiemonsteruk

Thank you for checking them all, @OCTAPLUSUK you should be aware that the last range isn't registered in the UK per the registrar.

Re: OCTAPLUSUK IP'S GEO LOCATION

cookiemonsteruk — Wed, 20 Dec 2023 18:42:17 GMT

@mae-3

I checked first , last and a random one in the middle but that bought up ip ranges anyway so as you say that one is not uk registered yet and from memory was xferred over in july this year. Would there be that length of delay on ripe

Re: OCTAPLUSUK IP'S GEO LOCATION

mae-3 — Wed, 20 Dec 2023 18:44:24 GMT

@cookiemonsteruk & @OCTAPLUSUK

RIPE is pretty quick there is a slight delay but it is up to the receiving ISP to register the IP address range with RIPE, and the surrendering, ISP or owner of the IP range.

Re: OCTAPLUSUK IP'S GEO LOCATION

mae-3 — Wed, 20 Dec 2023 18:49:52 GMT

@OCTAPLUSUK

FAQ for registering with the registrar:-

https://www.ripe.net/publications/docs/ripe-733

Re: OCTAPLUSUK IP'S GEO LOCATION

mae-3 — Wed, 20 Dec 2023 19:13:18 GMT

@cookiemonsteruk

You say the last IP range which is an IPv6 range is not registered with the register, it is registered with RIPE in the UK? I'm not going to check them all but from what I see they are registered with RIPE, the first and last. If somebody can check them all then that would be useful and I suggest @OCTAPLUSUK just confirm those address ranges are registered with RIPE, please. 😎

Re: OCTAPLUSUK IP'S GEO LOCATION

OCTAPLUSUK — Wed, 20 Dec 2023 19:17:29 GMT

@mae-3 @cookiemonsteruk

Thank you for the continued support.

All IP ranges specially are registered with RIPE.

The IPv6 is allocated by RIPE.

Looking forward for @Sky @Chloe-W22 @Daniel-F to resolve this at earliest. been almost 3 months we have been trying to get this resolved with sky support but no luck.

Re: OCTAPLUSUK IP'S GEO LOCATION

cookiemonsteruk — Wed, 20 Dec 2023 19:28:50 GMT

@OCTAPLUSUK

Myself and @mae-3 are referring to this entry

ie If the geolocation issues stem from this ip range then i'm not sure if sky can help but they'll give it a go 👍

Re: OCTAPLUSUK IP'S GEO LOCATION

mae-3 — Wed, 20 Dec 2023 19:35:37 GMT

@cookiemonsteruk

Likely caused by a typographical error when entering the details with the registrar RIPE, which is the ISP's responsibility @OCTAPLUSUK! 😎

Re: OCTAPLUSUK IP'S GEO LOCATION

Chloe-W22 — Thu, 21 Dec 2023 12:02:45 GMT

Afternoon @OCTAPLUSUK,

We believe a configuration with our CDN partner should now have fixed an issue with downloads. Would you be able to confirm if your customers have seen a change? 👍

Re: OCTAPLUSUK IP'S GEO LOCATION

OCTAPLUSUK — Thu, 21 Dec 2023 18:39:01 GMT

Thank you @Chloe-W22

Could you please confirm all our IP's listed above have been added?

Thank you,

Gladstone