topic Re: Sky Q On demand failed,location check failed! in Sky Q

Sky Q On demand failed,location check failed!

SubterfugeUK — Thu, 02 Mar 2023 17:58:59 GMT

Hi for the last few days whenever I try to download anything off Catch up or on demand it falls Location check. Some times it will download to 30%+ and then fail Location check.

Have done all the resetting, rebooting, software version checking etc but nothing works.

Scheduled recordings all work fine, just downloads.

Everything worked fine before this started.

Any one have new ideas?

Re: Sky Q On demand failed,location check failed!

PandJ2020 — Thu, 02 Mar 2023 18:09:04 GMT

Who provides your Internet?

Re: Sky Q On demand failed,location check failed!

SubterfugeUK — Thu, 02 Mar 2023 18:12:32 GMT

Broadband is from Hey Broaddband and have been for a good while. Worked fine till the other day.

Re: Sky Q On demand failed,location check failed!

PandJ2020 — Thu, 02 Mar 2023 18:19:17 GMT

Recordings are via Satellite and downloads via the Internet.

The reason I ask is that the ISP may be reporting public IP's that Sky consider outside the licensed region.

Re: Sky Q On demand failed,location check failed!

Ecosse — Thu, 02 Mar 2023 19:21:10 GMT

@SubterfugeUK Have you tried rebooting the router? When I have issues on Q with tinterweb, I do the lot:

Unplug both of them, same time, from the wall for at least 30 seconds.

Plug back in the router only, get it up and running, and run a speed test on your mobile. Now plug back in the Sky Q box, go to settings, and reset the network settings section. Then scan for your router, add in your password, and hopefully, you're back up and running.

Good luck.

Re: Sky Q On demand failed,location check failed!

James5812 — Thu, 02 Mar 2023 19:47:35 GMT

@SubterfugeUK

I have had the same issue for about a week and also would Hey Broadband. Iv spoken to sky who were super helpful however I have also spoken to HB who did not have a clue and said they will raise a ticket to sky.

Research has shown it's an IP address issue and it's not allowing sky to accurately determine where the IP address is coming from.

Essentially, neither party have any idea why this is happening and I'm no closer to resolving.

I'm going to keep trying tomorrow and will keep you posted

Re: Sky Q On demand failed,location check failed!

SubterfugeUK — Fri, 03 Mar 2023 07:27:11 GMT

Yeah have tried rebooting the router, many times. Have done all the updates, rebooting etc that is possible.

Re: Sky Q On demand failed,location check failed!

James5812 — Fri, 03 Mar 2023 07:29:25 GMT

@SubterfugeUK

Same here.

Il be calling HB again today as I'm convinced it's an issue at their end

Re: Sky Q On demand failed,location check failed!

SubterfugeUK — Fri, 03 Mar 2023 07:30:19 GMT

@James5812 @PandJ2020

Yeah I agree it does all point to HeyBB and the IP address.

Will get onto them aswell!

Thanks.

Re: Sky Q On demand failed,location check failed!

Martin+Barnes — Fri, 03 Mar 2023 09:28:04 GMT

Hi I'm sky q customer I had same issue I have unlimited internet on my phone from three I had broadband switched off a run it from hot spot of my phone it works perfectly better than it did before the odd time if I go out when I come back I might have to put password in again but can download anything watch films

Re: Sky Q On demand failed,location check failed!

SubterfugeUK — Fri, 03 Mar 2023 10:55:30 GMT

@Martin+Barnes I have now tried the mobile hotspot and It works without a problem..

A work around but not ideal, cheers for the tip.

Re: Sky Q On demand failed,location check failed!

Martin+Barnes — Fri, 03 Mar 2023 11:12:58 GMT

Glad to help

Re: Sky Q On demand failed,location check failed!

Simkodj — Fri, 03 Mar 2023 20:27:01 GMT

I'm on Hey Broadband as well and have exactly the same issue. Sky box works fine if I connect it to a mobile hotspot.

I had an email from Hey BB saying they'd be carrying out network upgrades on 28th Feb, wonder if that's related.

Re: Sky Q On demand failed,location check failed!

James5812 — Fri, 03 Mar 2023 20:31:40 GMT

@SubterfugeUK @Simkodj @Martin+Barnes

Hey all, so I got slightly fed up with not being able to download so called HB again today. They stated that it was an IP issue and once logged they resolved very quickly in fairness. 100% a broadband issue NOT Sky!!

On the flip side I informed HB I was moving soon and they do not supply to my new address and state it's not going to change anytime soon... Suprise Surprise although I want to keep them but can't as they don't supply I now have to pay a hefty exit fee... Amazing... Any suggestions?

Re: Sky Q On demand failed,location check failed!

SubterfugeUK — Mon, 06 Mar 2023 17:01:58 GMT

Spoke to HeyB over the weekend. Now have different IP address and all downloads working as they should.

Thanks for all the replies.

Re: Sky Q On demand failed,location check failed!

Ecosse — Mon, 06 Mar 2023 17:55:40 GMT

If your router allows it, make the IP address assigned (and working) for Sky Q a static address.

Re: Sky Q On demand failed,location check failed!

davark — Sun, 16 Jul 2023 13:25:46 GMT

I think the error message location check failed is caused by routers that are set to a default gateway for instance with Hey Broadband Adtran Router. I found this in general search enjoy that IP address:192.168. 1.1 is the default IP address (aka default gateway) typically assigned to the routers themselves in the private network. There are others as well, such as 10.10. 0.1, but 192.168… is the most commonly used by many router manufacturers.1 I believe that a default gateway is generic and so Sky cannot determine whether it's a bona fide domestic installation when compared toyyour account details previously registered. This problem only seems to occur with my full fibre connection Router not I believe,with my previous, still running EE Router and broadband service. So the issue is in my non expert opinion if to do with the IP address detected by the Sky Q. I'd be interested in expert feedback to this comment.

Re: Sky Q On demand failed,location check failed!

davark — Sun, 16 Jul 2023 14:26:06 GMT

I just spoke to HeyB technical and suggested that the default gateway IP address on their Adtran Router of 192.168.1.1. could be the problem as Sky Q cannot resolve that with a UK based IP. After a brief discussion the young lady said she would raise a ticket to assign a new IP address to my router in the hope this will resolvethe issue. In the meantime, Sky have booked me an engineer visit to resolve it as well. If the HeyB action resolves the problem I will cancel the engineer visit that isn't until 27/7.

Re: Sky Q On demand failed,location check failed!

Jackpm — Mon, 17 Jul 2023 18:38:51 GMT

192.168.1.1 is just the addres to get to the router from your network it's not the router's IP with the outside world. This is set my Hey Broadband and I've had repeated issues with them over the past 6 months - this being the latest. I had similar issues with Amazon Prime. This, plus the repeated down time in my area, are why I won't be staying with them once my contract is up

Re: Sky Q On demand failed,location check failed!

davark — Mon, 17 Jul 2023 19:09:28 GMT

You learn as you go along. Your right about the IP address bring the address to the router bit the specific IP of the router. My colleague told me that Hey B operate aVPN and don't if this addresses MDT not appear to be in the UK mainland. All you need to do is write to support@ HeyB.co.uk and request then to sign aUKVPN to your router and that will solve the problems you've been having and be too.