topic Re: Geo Location data held is incorrect in Broadband

Geo Location data held is incorrect

Shere — Thu, 25 Apr 2024 08:39:50 GMT

Hi Team

i work for an ISP, ShereInternet, we have a block of IP addressess which are currently showing as not within the UK, i can confirm that all registeres are correct and are showing as within the UK

please update your records as this is effecting our customers from using your paid services.

Re: Geo Location data held is incorrect

Chloe-W22 — Thu, 25 Apr 2024 13:27:54 GMT

Hi @Shere,

Please could you provide more information on what services are not working?

Re: Geo Location data held is incorrect

Shere — Thu, 25 Apr 2024 13:32:02 GMT

Hi Team

The issue is that customers are unable to view SKY Q content, they get the an error advising them they are not based in the UK.

This is an IP address Geolocation error. Your Noc team or network team need to update their IP Address Whitelist to enable our /24. Range

Thank you

Re: Geo Location data held is incorrect

Chloe-W22 — Fri, 26 Apr 2024 09:52:24 GMT

Hey @Shere,

Thank you, we can get this sorted for you. If possible we need your customers to post here, we need to identify them securely and ask them for the IP address. Then I can send it to our back office team to investigate.

Please send them this Community URL and ask them to make a post.

Re: Geo Location data held is incorrect

Shere — Fri, 26 Apr 2024 10:01:20 GMT

Thank you, but can I please ask that i give your team our range of IP addresses which is a /24 so they can all be updated, having this delay for every customer is not productive for either Shere Internet or sky

Thank you

Re: Geo Location data held is incorrect

Chloe-W22 — Fri, 26 Apr 2024 12:39:05 GMT

Absolutely understand @Shere, however we need to ensure we're compliant when dealing with customer data. Sky TV customers need to have a private conversation with us to complete identification and verification, then we can get them sorted fairly quickly.

Re: Geo Location data held is incorrect

Shere — Fri, 26 Apr 2024 12:44:23 GMT

Hi Team

There is no exchange of customer info needed, I just need to give you our list of IP addressess to be updated in your Geolaction servers. Please send me your NOC email address or a contact of the team who are able to do this.

This can be done without the need for customer info to be given.

Thank you

Re: Geo Location data held is incorrect

TimmyBGood — Fri, 26 Apr 2024 13:01:06 GMT

@Shere wrote:

Please send me your NOC email address or a contact of the team who are able to do this.

https://www.peeringdb.com/asn/5607