topic Re: Geo location servers - issues with incorrect IP location in Sky Q

Re: Geo location servers - issues with incorrect IP location

Anonymous — Sat, 21 Oct 2023 16:12:41 GMT

I'm also with Octaplus with a static IP, in a similar but not quite the same block. My Sky dish and Q box were installed yesterday. I've just switched Broadband/TV/Phone away from Virgin so this is a new install that has never worked.

I spent 40 minutes (2 calls of 20 minutes because the first person dropped the call) on the phone to Sky this morning and they say the ISP has to fix this.

The geolocation from whatsip etc shows my address as London but I'm in the Reading area.

I've emailed Octaplus to see if they can do anything but I suspect they can't resolve this.

Darren

Re: Geo location servers - issues with incorrect IP location

Anonymous — Sat, 21 Oct 2023 16:44:46 GMT

Interestingly I can use the SkyGo app on my Apple laptop which is on the same network, and thus presenting the same external IP address (154.56.232.143) as the Sky Q box.

The programmes that are failing on the Sky Q box (Breeders, Game of Thrones and Big Brother) all worked first time on the SkyGo app yet the Sky Q downloads don't work :"Failed, Location check failed".

@Chloe-W22 since you mentioned you assisted getting this solved for someone else what do I need to say to the frontline phone support staff at Sky to get this sorted ?

This is a really poor day one experience having moved from Virgin to Sky I was hoping for a better experience.

Darren

Re: Geo location servers - issues with incorrect IP location

Chloe-W22 — Mon, 23 Oct 2023 16:13:53 GMT

Hey @Anonymous! Welcome to the Sky Community forum, where customers like you are on hand 24/7 (almost) to offer some fantastic advice and help on all things Sky-related.

Thanks for reaching out here, can you explain what your issue is please? Is it that you are unable to watch your Sky Q due to the error code about geo-location or is this only affecting your Sky Go? Could you be more specific for me please?

Re: Geo location servers - issues with incorrect IP location

GD1 — Mon, 23 Oct 2023 16:39:05 GMT

@Anonymous You tagged this on the end of a thread within the Sky Glass/Stream forum, however as you have Sky Q i've moved your part of the thread to that forum.