topic Re: Squirrel broadband download issues in Sky Q

Squirrel broadband download issues

Lindsay4 — Wed, 25 Oct 2023 18:00:15 GMT

ive recently moved to squirrel fibre and having problems downloading from on demand, error message states 'download failed due to location check fail'

everything else works apps etc.

I've spoken to sky, who say it's a squirrel issue, and squirrel say it's a sky issue. I feel like I'm going around in circles.
im not very good with technology and everything worked fine when I was with sky broadband.
can anyone help me??

Re: Squirrel broadband download issues

PandJ2020 — Wed, 25 Oct 2023 18:14:42 GMT

@Lindsay4 wrote:
can anyone help me??

Only squirrel and Sky can assist you - but as you've found out they can blame each other.

The public IP address that Squirrel has given you is not recognised as a UK address and Sky restrict these to enforce rights.

These issues are usually only fixable by the ISP as their addresses are possibly not correctly registered. I'd persevere with Squirrel - there are many other cases on here where the ISP has had to make the change with the registry Sky use.

Go here and see if it provides any clues: https://www.whatismyip.com/

Re: Squirrel broadband download issues

Squirrelnternet — Thu, 26 Oct 2023 11:30:27 GMT

We are Squirrel. Our IP addresses are registered correctly in all major databases. We have open converation with Daren from Sky exec team [removed]

Anyone from Sky is welcome to call and ask to speak to Daniel or email the support email address on our website where it will be routed to our network operations centre. We are commited to fixing the issue for the shared customers [removed]

Both our telephone number and email are on our website which can be found by Googling ' Squirrel Internet' since this forum is blocking them being posted.

Moderator note: removed comments as per Community Rules

Re: Squirrel broadband download issues

Lindsay4 — Wed, 25 Oct 2023 18:33:55 GMT

Thankyou for your reply, when I click that link it says it's registered in Washington DC hence why, I presume, sky are blocking it.
Looks like I might just have to change provider again while I still can as I'm not holding much hope for squirrel or sky resolving this anytime soon!

Re: Squirrel broadband download issues

Kenny-J — Thu, 26 Oct 2023 10:31:29 GMT

Hi, @Lindsay4 I have escalated your issue to the Community messaging team who will be in contact.

Thanks

Kenny

Re: Squirrel broadband download issues

Mr+Flibbles+86 — Thu, 26 Oct 2023 10:38:53 GMT

Thanks for escalating this. We’ve sent an invite to chat.

Re: Squirrel broadband download issues

PandJ2020 — Thu, 26 Oct 2023 10:45:26 GMT

@Mr+Flibbles+86 wrote:
Thanks for escalating this. We’ve sent an invite to chat.

Looks like it's been escalated to me rather than OP...?

Re: Squirrel broadband download issues

Mr+Flibbles+86 — Thu, 26 Oct 2023 10:48:18 GMT

Strange. Not sure why it's done that but sent again now

Re: Squirrel broadband download issues

ISlime — Tue, 31 Oct 2023 08:51:12 GMT

I have now got an email from squirrel as follows:

We have engaged with Sky on this issue. Their exec team have asked us to ask customers with the issue to do the following:

I appreciate your passion for our mutual customers. However, I regret to inform you that we are unable to assist with your request as we do not have necessary permissions to discuss the individual customer issues described.

I understand that this feels like we are placing a barrier in the path to resolution, but I can assure you that if your customers' follow the steps given, Sky will investigate the matter fully and look to resolve the matter as swiftly as possible.

I have already provided a route for our mutual customers to escalate their concerns. I encourage you to advise your customers to follow this route and ensure that your customers’ concerns are addressed in a timely and satisfactory manner.

Our position remains focused on the solution being your customers to post on Sky Community Forum (https://helpforum.sky.com/) and use the tagline “Squirrel broadband issues downloading”. Our teams are waiting for this action to take place, then we can liaise with the customer to get the timestamps and IP address.

Kind Regards,

Daren

Customer Priority Specialist

Executive Response Group

Customer Priority Team

Re: Squirrel broadband download issues

ISlime — Tue, 31 Oct 2023 08:53:54 GMT

I would also like to add I spent nearly an hour jumping through hops with sky support this weekend.

Sky please resolve my issue

Re: Squirrel broadband download issues

Lindsay4 — Tue, 31 Oct 2023 11:52:32 GMT

So it's not just me then.
I've been contacted from sky on this private messaging system and they said they are looking into it and will get back to me, that was last Thursday!
I too spent hours on the phone to sky last week but no one could resolve this issue.

I do think it's strange that I can download programme to my iPhone using the same squirrel internet connection but the tv box won't allow it....

sky need to sort this quickly!

Re: Squirrel broadband download issues

Chodley — Tue, 31 Oct 2023 12:09:18 GMT

@ISlime wrote:
I have now got an email from squirrel as follows:

We have engaged with Sky on this issue. Their exec team have asked us to ask customers with the issue to do the following:

I appreciate your passion for our mutual customers. However, I regret to inform you that we are unable to assist with your request as we do not have necessary permissions to discuss the individual customer issues described.

I understand that this feels like we are placing a barrier in the path to resolution, but I can assure you that if your customers' follow the steps given, Sky will investigate the matter fully and look to resolve the matter as swiftly as possible.

I have already provided a route for our mutual customers to escalate their concerns. I encourage you to advise your customers to follow this route and ensure that your customers’ concerns are addressed in a timely and satisfactory manner.

Our position remains focused on the solution being your customers to post on Sky Community Forum (https://helpforum.sky.com/) and use the tagline “Squirrel broadband issues downloading”. Our teams are waiting for this action to take place, then we can liaise with the customer to get the timestamps and IP address.

Kind Regards,
Daren
Customer Priority Specialist
Executive Response Group
Customer Priority Team

Interesting. Did they explain how anyone tags a post in this forum because I'm sure I don't know.

maybe they meant use that as the subject line.

Squirrel broadband issues downloading

Kk12 — Tue, 31 Oct 2023 14:31:54 GMT

As others have reported I am encountering issues downloading to my SkyQ box since moving ISP to Squirrel internet. Can someone please help resolve this problem?

Thanks

Re: Squirrel broadband issues downloading

GD1 — Tue, 31 Oct 2023 14:41:50 GMT

@Kk12 I have merged your post to this existing thread that is discussing the same issue, a new thread isn't required.

Re: Squirrel broadband issues downloading

Kk12 — Tue, 31 Oct 2023 14:44:37 GMT

Thanks, Sory about that I'm new to the forums

Re: Squirrel broadband download issues

Chloe-W22 — Wed, 01 Nov 2023 14:25:31 GMT

Hi all,

We've done some work in the background and I'm wondering if you've noticed any change with downloads? @Lindsay4 @ISlime

Re: Squirrel broadband download issues

Kk12 — Wed, 01 Nov 2023 14:29:17 GMT

Whatever you did has worked for me. All good now.

Thank you

Re: Squirrel broadband download issues

ISlime — Wed, 01 Nov 2023 14:47:35 GMT

It seems to be working now. Thank you

Re: Squirrel broadband download issues

Lindsay4 — Wed, 01 Nov 2023 15:17:36 GMT

Yes, Thankyou, it looks like it working now

Re: Squirrel broadband download issues

Addie15 — Wed, 01 Nov 2023 16:36:22 GMT

Update-We are closing this session now as this matter has been resolved. Our backoffice team has completed some works so if you are in a similar situation please try the actions again.

Thanks.