topic Re: Geo Location Servers - Anyone had/having issues with SkyQ? in Sky Q

Geo Location Servers - Anyone had/having issues with SkyQ?

slimpo57 — Fri, 23 Jun 2023 21:13:50 GMT

My ISP recently updated their sub-net configuration which resulted in me not being able to use On Demand or Catch-Up services on Sky; strangely Sky Cinema works fine. When checking my IP address the location is Stoke-on-Trent which is correct.

My ISP has sent me an explanation of the issue and says it is down to Sky not updating their Geo Location Servers. Has anyone else had similar issues and managed to get through to someone who understands this, not just reading from a predetermined set of "scripts"? I've already spoken to Sky earlier as every other service I have works perfectly and they just did box restarts and checked network connections before blaming my ISP.

It could be a long day on the phone tomorrow morning... 🙄🙄

Re: Geo Location Servers - Anyone had/having issues with SkyQ?

Mr+Flibbles+86 — Sat, 24 Jun 2023 10:14:46 GMT

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Geo Location Servers - Anyone had/having issues with SkyQ?

Mark39 — Sat, 24 Jun 2023 10:42:19 GMT

For other Sky customers who may have a similar problem, would you able to tell us who your ISP is?

Re: Geo Location Servers - Anyone had/having issues with SkyQ?

slimpo57 — Sat, 24 Jun 2023 10:45:55 GMT

It's Lilaconnect/VXFibre

Re: Geo Location Servers - Anyone had/having issues with SkyQ?

Mark39 — Sat, 24 Jun 2023 12:32:41 GMT

Thanks. I've seen a few more posts already reporting the same problem.

Re: Geo Location Servers - Anyone had/having issues with SkyQ?

adzyp — Sun, 25 Jun 2023 05:28:13 GMT

Did this get anywhere?

Re: Geo Location Servers - Anyone had/having issues with SkyQ?

adzyp — Sun, 25 Jun 2023 05:29:36 GMT

The sky private chat mentioned above I mean

Re: Geo Location Servers - Anyone had/having issues with SkyQ?

lettice — Sun, 25 Jun 2023 06:24:23 GMT

Remember seeing this problem some years ago before about geo location (Sweden, not UK) for Lila and Breeze isp. I tried searching but could not find anything.

@adzyp 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.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Geo Location Servers - Anyone had/having issues with SkyQ?

slimpo57 — Sun, 25 Jun 2023 07:26:29 GMT

Usual pointless turn it off/on and then try a callback on viewing card and try in 2-hours. Waiting for them to come back to me with their next idea as unsurprisingly they didn't work either... 🙄🙄

Re: Geo Location Servers - Anyone had/having issues with SkyQ?

Greenfingers001 — Sun, 25 Jun 2023 09:09:00 GMT

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

Re: Geo Location Servers - Anyone had/having issues with SkyQ?

slimpo57 — Mon, 26 Jun 2023 10:17:13 GMT

My ISP have just advised they're switching me to a public IP free of charge for two months whilst it's resolved... will try it when I get home.

have Aldi asked them what'll happen if not resolved in this timeframe.

Re: Geo Location Servers - Anyone had/having issues with SkyQ?

Greenfingers001 — Wed, 28 Jun 2023 11:02:42 GMT

Update:

Spoke with @slimpo57 and resolved issue, thanks again for the escalation have a great day 🙂

Re: Geo Location Servers - Anyone had/having issues with SkyQ?

Addie15 — Wed, 28 Jun 2023 16:18:17 GMT

Update-We are now closing this as this matter has been resolved. If there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.

Re: Geo Location Servers - Anyone had/having issues with SkyQ?

Invisiblename — Wed, 28 Jun 2023 16:20:53 GMT

@slimpo57 Can you explain what Sky did to resolve your issue?

Re: Geo Location Servers - Anyone had/having issues with SkyQ?

slimpo57 — Wed, 28 Jun 2023 17:03:37 GMT

In short, my ISP introduced a whole new range of IP addresses which were showing to some Geo locked services as being in Sweden. To fix it Sky added that range onto their whitelist so it should now be fine for all people in Stoke with the same ISP.

Mine worked a treat earlier. 👍🏻👍🏻

Re: Geo Location Servers - Anyone had/having issues with SkyQ?

lettice — Wed, 28 Jun 2023 20:18:24 GMT

@slimpo57 wrote:
In short, my ISP introduced a whole new range of IP addresses which were showing to some Geo locked services as being in Sweden. To fix it Sky added that range onto their whitelist so it should now be fine for all people in Stoke with the same ISP.

Mine worked a treat earlier. 👍🏻👍🏻

Was that the community messaging team that did the whitelist additions for you?
Be useful to know, so we can redirect others there with similar issues.

Re: Geo Location Servers - Anyone had/having issues with SkyQ?

slimpo57 — Wed, 28 Jun 2023 20:40:26 GMT

@lettice @Yes it was a Superuser who put me in touch with a Sky employee on here

Re: Geo Location Servers - Anyone had/having issues with SkyQ?

lettice — Wed, 28 Jun 2023 20:58:29 GMT

@slimpo57 wrote:
@lettice @Yes it was a Superuser who put me in touch with a Sky employee on here

Thank you for clarifying. Good to know a route for possible resolution if this happens again in the future.

I have marked you post above as the answer.

Re: Geo Location Servers - Anyone had/having issues with SkyQ?

ST2 — Fri, 07 Jul 2023 20:43:29 GMT

Having the same issue. Can you contact me?

Re: Geo Location Servers - Anyone had/having issues with SkyQ?

AJ+Brown — Wed, 12 Jul 2023 11:32:00 GMT

I also need help with this issue. My IP location says it is London.

I have no issue with other services, i.e. I can stream Disney+ through the Sky box App for example.

Please can someone help me with this, thanks