topic Re: IP Address - Wrong GEO Location not on whitelist in Sky Q

IP Address - Wrong GEO Location not on whitelist

WillH1 — Mon, 05 Feb 2024 12:40:33 GMT

ISP upgrade satellite broadband kit

Router all works fine except via SKY Q.

Indications are GEOLOCATION at fault with new IP address.

No access to SKY Q for over a week.

SKY engineers on phone say problem with router.

ISP indicate that is not the case, as aforementioned.

How can SKY fix this.?

Re: IP Address - Wrong GEO Location not on whitelist

lettice — Mon, 05 Feb 2024 13:58:36 GMT

For previous ge location ip issues, we have passed onto Sky to look at and work with you on sorting the problem.

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

For help on escalations here;
Escalating a post to a Sky expert | Sky Community

Re: IP Address - Wrong GEO Location not on whitelist

Lisa-P1987 — Mon, 05 Feb 2024 14:03:18 GMT

Thanks for escalating this. We’ve sent @WillH1 an invite to chat.

Third party satellite broadband - upgraded router will not send data to Sky - catch up and downloa

SJMC1 — Mon, 05 Feb 2024 16:01:23 GMT

Dear SKY Community Forum,

On Monday 5th February my satellite broadband was upgraded by my ISP, I have had a fault with my IP address since then.

The installation engineer was here three hours whilst we tried to get all systems working with many troubleshooting tests.

He and the ISP are content that the Router works fine.

What has not worked since then is anything via SKY Q.

I have spoken to your engineers who have said the problem is with the router.

The ISP disagrees as it has been tested by the engineer at the time of the upgrade.

The ISP have said the fault is specifically with the IP Address, the GEO location and the SKY whitelist.

Please can you resolve the GEO location restriction for my IP address.

Re: Third party satellite broadband - upgraded router will not send data to Sky - catch up and down

WillH1 — Tue, 06 Feb 2024 14:30:02 GMT

I asked about this to SKY Tech Advisor in private chat and they with the posted issue, " ...ask to be put through to chat with us. We can then do the same as we have done here with you and then verify their details and collect information we need to escalate the case". Is there a super user who can get this put through to the stage to get SJMC1 a private Chat with SKY Tech Advisor as advised above please?

Re: IP Address - Wrong GEO Location not on whitelist

Chodley — Tue, 06 Feb 2024 19:24:09 GMT

Done, have escalated

Re: Third party satellite broadband - upgraded router will not send data to Sky - catch up and do...

Tom-W19 — Wed, 07 Feb 2024 08:14:12 GMT

Thanks for escalating. We've sent an invite to @SJMC1.

Re: Third party satellite broadband - upgraded router will not send data to Sky - catch up and do...

Lisa-P1987 — Mon, 12 Feb 2024 09:39:28 GMT

Update - We spoke to @SJMC1 and the issue is now resolved 🙂

Re: Third party satellite broadband - upgraded router will not send data to Sky - catch up and do...

Reddavlyn — Tue, 16 Jul 2024 06:22:23 GMT

I haven't been able to download ANY program on Sky because of " Failed, Location Check Failed "

This is a problem at Sky end because my third party broadband's ip address is not recognised

It is easily resolved if the white list is updated with my ISPs ip address

An engineer is booked for August which he will probably make a phone call to add my ISPs ip address

Can anyone at Sky HELP resolve this before the middle of August

Re: Third party satellite broadband - upgraded router will not send data to Sky - catch up and do...

Laing1 — Tue, 16 Jul 2024 19:59:10 GMT

@Reddavlyn wrote:

I haven't been able to download ANY program on Sky because of " Failed, Location Check Failed "

This is a problem at Sky end because my third party broadband's ip address is not recognised

It is easily resolved if the white list is updated with my ISPs ip address

An engineer is booked for August which he will probably make a phone call to add my ISPs ip address

Can anyone at Sky HELP resolve this before the middle of August

@Reddavlyn I have escalated this to sky

You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
If you are using the Safari browser please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: IP Address - Wrong GEO Location not on whitelist

SamJames21 — Thu, 07 Nov 2024 11:33:19 GMT

Hi I've been asked to post on here as I've got an IP address that need white listing to allow me to work at home. As my Ip is changing i need to remain the same so I can access our companies accounting software please can you advise how i go about this.

thank you in advance Newton

Re: IP Address - Wrong GEO Location not on whitelist

Chodley — Thu, 07 Nov 2024 15:54:32 GMT

@SamJames21 wrote:
Hi I've been asked to post on here as I've got an IP address that need white listing to allow me to work at home. As my Ip is changing i need to remain the same so I can access our companies accounting software please can you advise how i go about this.

thank you in advance Newton

This sounds like a "fixed IP address" request for the broadband team (not sure Sky offer such a service) rather than a Sky Q geo lookup thing.

and to be honest I think these days most companies use authentication platforms like Entra or Okta or whatever vmware's is now called which apply auth mechanisms that are plenty robust enough and don't depend on fixed IPs.

Re: IP Address - Wrong GEO Location not on whitelist

PandJ2020 — Thu, 07 Nov 2024 17:06:59 GMT

@SamJames21 wrote:
Hi I've been asked to post on here as I've got an IP address that need white listing to allow me to work at home. As my Ip is changing i need to remain the same so I can access our companies accounting software please can you advise how i go about this.

You've posted in the Sky Q (Television) forum.

Can you confirm who provides your Internet. Not all companies will provide a fixed public IP address without an additional charge (if they offer it at all).

Re: IP Address - Wrong GEO Location not on whitelist

PandJ2020 — Thu, 07 Nov 2024 17:08:29 GMT

@Chodley wrote:
and to be honest I think these days most companies use authentication platforms like Entra or Okta or whatever vmware's is now called which apply auth mechanisms that are plenty robust enough and don't depend on fixed IPs.

Indeed, whitelisting (probably on a firewall) an incoming public IP address isn't a great solution...

Re: IP Address - Wrong GEO Location not on whitelist

SamJames21 — Thu, 07 Nov 2024 20:14:39 GMT

The broadband is with Sky

Re: IP Address - Wrong GEO Location not on whitelist

PandJ2020 — Thu, 07 Nov 2024 21:23:31 GMT

@SamJames21 wrote:
The broadband is with Sky

Then you cannot have a static IP address as Sky don't offer it.