topic Re: Lila Connect Failed Location Check GeoLocation Issue in Sky Q

Lila Connect Failed Location Check GeoLocation Issue

adzyp — Sat, 24 Jun 2023 10:59:59 GMT

Moved to Lila Connect FTTP yesterday and not been able to download any shows on my Sky Q box since.

Turns out Sky seem to think my IP is based on Sweden and not the UK.

I had the below from Lila explaining this. Called Sky for help but they didn't know what to do after an hour.

Anyone been in a similar scenario and got it sorted?

"We are currently aware of a Geo – Location issue, that is causing your IP location to show as Sweden. We can confirm that there was a configuration change that took place recently on the outside of the CGNAT service which is the reason for this, the subnet was changed on our side in preparation.

Sub-providers (such as Sky) were informed and have had a lot of time to update their sides.

We would recommend that you contact Sky and request that they update their geo location servers. This should then allow your device to recognise that your IP is registered in the UK."

Re: Lila Connect Failed Location Check GeoLocation Issue

slimpo57 — Sat, 24 Jun 2023 23:28:31 GMT

https://helpforum.sky.com/t5/Sky-Q/Geo-Location-Servers-Anyone-had-having-issues-with-SkyQ/m-p/4342148/emcs_t/S2h8ZW1haWx8YWNjZXB0X2FzX3NvbHV0aW9uX3JlbWluZGVyfExKQU1EMjBJQ0lBVFEwfDQzNDIxNDh8T1RIRVJTfGhL#M584350

having the same issues. Lola's maintenance last Thursday caused the issue and they now want me to either pay £6 for a public IP or pay £4 for it with a lesser speed!! They're taking the p155 if you ask me and we're as much use as a chocolate fire guard when I was in the phone over an hour to them. I've told them they should be updating to a public IP until THEY'VE sorted the issue with Sky as when trying to deal with Sky they were equally as useless.

Good luck.

Re: Lila Connect Failed Location Check GeoLocation Issue

Gdot18 — Sun, 25 Jun 2023 16:26:52 GMT

Exactly the same situation,

when when I callled Lila and did a ip address check it shows up.

sky advised me the only way to fix the issue it's to get a static/public ip address.

Next issue I actually agreed and to pay the £6 a month to switch over to a public/static ip address...and it STILL ISNT WORKING!!

it's on sky surely to sort this out?

Re: Lila Connect Failed Location Check GeoLocation Issue

slimpo57 — Sun, 25 Jun 2023 16:42:06 GMT

Wow... Lila should guarantee you get a static UK IP address.

yes, Sky need to update their Geo Location Servers but if Lila know about this issue and don't sort it out it says a lot about how they treat their customers who are fully blameless in this whole mess.

Re: Lila Connect Failed Location Check GeoLocation Issue

TimmyBGood — Sun, 25 Jun 2023 21:50:04 GMT

@adzyp wrote:

.

Sub-providers (such as Sky) were informed and have had a lot of time to update their sides.

Perhaps just a little bit cheeky of a very small and frankly rather obscure ISP to expect Sky will accomodate ISP network changes on whatever timescale the ISP decides?

And 'sub-provider', really?

Re: Lila Connect Failed Location Check GeoLocation Issue

slimpo57 — Mon, 26 Jun 2023 10:19:25 GMT

Get back into Lila. Not your problem that you created. They've just given me a free public IP for 2-months whilst resolving.

Re: Lila Connect Failed Location Check GeoLocation Issue

adzyp — Mon, 26 Jun 2023 10:23:02 GMT

I did contact them back, just waiting for a team leader to call me back today hopefully.

Did you have to contact again to get your free 2 months or did they do it for you automatically?

Re: Lila Connect Failed Location Check GeoLocation Issue

slimpo57 — Mon, 26 Jun 2023 10:41:32 GMT

I had to chase them up on Saturday and they said it was being referred to a team leader and I had an email back earlier today.

Re: Lila Connect Failed Location Check GeoLocation Issue

Gdot18 — Mon, 26 Jun 2023 11:03:21 GMT

Has this resolved your issue?

im still getting the "Failed,location check"

AFTER static up address update

Re: Lila Connect Failed Location Check GeoLocation Issue

adzyp — Mon, 26 Jun 2023 11:13:05 GMT

Not had the same luck here unfortunately. Just had a callback from a team leader who gave me the same spiel as the advisor on Saturday.

Told me that due to a worldwide shortage up public ip's that they wont give them away for free and that they have to pass the cost on to the consumer

Absolute joke of a company in terms of customer service. Once again passing the blame onto sky

Re: Lila Connect Failed Location Check GeoLocation Issue

TimmyBGood — Mon, 26 Jun 2023 11:24:16 GMT

@Gdot18 wrote:

AFTER static up address update

What location does a 'where is my IP' type website indicate?

Re: Lila Connect Failed Location Check GeoLocation Issue

TimmyBGood — Mon, 26 Jun 2023 11:28:49 GMT

@adzyp wrote:

Told me that due to a worldwide shortage up public ip's that they wont give them away for free and that they have to pass the cost on to the consumer

That would generally be true: IPv4 is now rather scarce.

https://en.wikipedia.org/wiki/IPv4_address_exhaustion

It's up to any ISP to judge if a fixed address should be offered 'free' to resolve an issue, and for a subscriber to decide if that's reasonable behaviour.

Incidentally, is this the only ISP available to you: I understand they have a monopoly on some London estates?

Re: Lila Connect Failed Location Check GeoLocation Issue

adzyp — Mon, 26 Jun 2023 11:31:46 GMT

Well im in an 18 month contract with them so unless I pay the hundres of pounds breakage fees then yes im stuck. They are also the only FTTP provider to my property.

They still insist that this is a Sky problem and the reliance is on Sky to whitelist the IP's or upload the geolocation.

They say their NOC team advised Sky 4 months before they made the change last week (I think) and that Sky just haven't acted upon it

Re: Lila Connect Failed Location Check GeoLocation Issue

Gdot18 — Mon, 26 Jun 2023 11:38:32 GMT

Hi,

It shows United Kingdom,

but it was showing uk before a switch to a public ip

Re: Lila Connect Failed Location Check GeoLocation Issue

slimpo57 — Mon, 26 Jun 2023 12:03:57 GMT

I don't know if it's worked yet until I get home.

Try using IPStack.com to check your IP address. Mine showed Sweden as expected which is why Sky are showing the error as there's a number of up checking sites showing a mixture of uk/Swedish

Re: Lila Connect Failed Location Check GeoLocation Issue

rh7099 — Mon, 26 Jun 2023 13:59:31 GMT

After suffering with the same issue and getting nowhere by phone with Sky I was contacted by Lila today as I had asked them to set up a Public IP address for me. This was set up but nothing changed. Unfortunately the only Public IP addresses thay have available are in the same range as the CGNAT addresses. 216.205.... That means there is currently no solution to the issue unless Sky make changes.

I tried to email Sky Customer Support but received an automatic response pointing back to their support pages and telephone contact numbers - no use at all.

I have therefore written to them using snail mail, but am not holding my breath.

I don't beleive it is a Lila issue specifically as the solution to the shortage of IP4 addresses is to use CGNAT. It doesn't sound like a complex change for Sky to make. Perhaps they are upset as we are moving away from their FTTC broadband

Re: Lila Connect Failed Location Check GeoLocation Issue

rscott — Mon, 26 Jun 2023 16:18:37 GMT

Have you tried using iPlayer, ITVx or All4 on your TV? If they give similar geolocation errors, that would suggest Lila are to blame.

Re: Lila Connect Failed Location Check GeoLocation Issue

slimpo57 — Mon, 26 Jun 2023 16:20:21 GMT

Watched Glastonbury on iPlayer all weekend without a hitch.

my missus watched the soaps in the week on catch up services.

Re: Lila Connect Failed Location Check GeoLocation Issue

rh7099 — Mon, 26 Jun 2023 16:34:04 GMT

Yes, they all work. In fact, I was watching on All4 when your reply came through.

Re: Lila Connect Failed Location Check GeoLocation Issue

adzyp — Mon, 26 Jun 2023 16:45:20 GMT

Yeah the first thing i did was try other apps that check geolocation and they were all fine through the sky box aswell