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Discussion topic: Geo location servers - issues with incorrect IP location

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This message was authored by sbmcollins This message was authored by: sbmcollins

Re: Geo location servers - issues with incorrect IP location

I am having the exact same issue. I am in Dublin, Ireland.

Got Sky Fibre Broadband 6-8 weeks ago and it has been ok.

 

The last two weeks we have been assigned a UK IP address, so anything checking geolocation no longer works. It is causing me lots of issues to the point I can't use the Broadband anymore if it's not showing the correct geolocation.

 

I'm a network engineer, so quite familiar with the root cause here. Sky simply need to ensure that their Irish customers are assigned an IP address that is geolocated in Ireland.

 

I would be grateful if someone at Sky could get this resolved and contact me to let me know please.

This message was authored by Chloe-W22 This message was authored by: Chloe-W22

Re: Geo location servers - issues with incorrect IP location

Posted by a Sky employee

Good morning @sbmcollins @ekyne,

 

I've escalated your posts to our Community Messaging team who will reach out to you on the Community to have a private conversation, we'll be able to access your account and you'll be able to share the public IP with us there.

 

Community Messaging are a Sky UK team, but I believe we can still support you with this one. Any questions on your products and account we do have an ROI team on hand you can speak with 🙂

Chloe-W22

Community Manager

 

Have a story you want to share with us? Send your Thanks to Sky here

This message was authored by Addie15 This message was authored by: Addie15

Re: Geo location servers - issues with incorrect IP location

Posted by a Sky employee

Hi there! Thank you for escalating this. We have sent an invite to @ekyne and @sbmcollins.

This message was authored by SarahWex This message was authored by: SarahWex

Re: Geo location servers - issues with incorrect IP location

Having the same issue as others in this thread. Can't use Go Loud network of radio stations on our Google speakers. We have Google nest in the house and Sky BB and TV.

 

Noticed Virgin media app on my phone was giving error message re location too when I was connected to WiFi.

This message was authored by Chodley This message was authored by: Chodley

Re: Geo location servers - issues with incorrect IP location

Posted by a Superuser, not a Sky employee. Find out more

And are Sky services complaining too?

This message was authored by sbmcollins This message was authored by: sbmcollins

Re: Geo location servers - issues with incorrect IP location

Hi All, For those located in Ireland I recommend calling the technical support line

(removed)

. I spent 8 hours on the chat between the UK and ROI teams and neither were useful - told me to restart my router again! Once I called the main support line, I got through to a very helpful lady who immediately understood the issue and told me I was about the 20th person to raise the issue. It is asexpected, an issue with IP address allocation by Sky to their Irish customers, which is a known issue, and they are working on resolving it. It is unfortunate that it took so much effort to get to the right person who understood the issue and has committed to resolve it, but it was good to get the recognition tha it is an issue and we are not all crazy 🙂

 

Moderator note: Removed phone number.

This message was authored by Brett27 This message was authored by: Brett27

Re: Geo location servers - issues with incorrect IP location

Hey I'm having the geo location issue now with 4th utility my IP address of Manchester please could I get help sky? 

This message was authored by Chodley This message was authored by: Chodley

Re: Geo location servers - issues with incorrect IP location

Posted by a Superuser, not a Sky employee. Find out more

@Brett27 wrote:

Hey I'm having the geo location issue now with 4th utility my IP address of Manchester please could I get help sky? 


I've escalated this to the Sky team who should be able to help. Look out for a blue/red chat bubble invite on here.

This message was authored by Brett27 This message was authored by: Brett27

Re: Geo location servers - issues with incorrect IP location

Thanks Chloe 🙂 

This message was authored by Brett27 This message was authored by: Brett27

Re: Geo location servers - issues with incorrect IP location

Thanks Chodley much appreciated! 🙂 

This message was authored by Jporch316 This message was authored by: Jporch316

Re: Sky Glass Geo Location Issue

Posted by a Superuser, not a Sky employee. Find out more

@Brett27 wrote:

Recently moved my Broadband to 4th Utility on City Fibre, it worked for the first week now it saying when I try to use the ITV or Channel 4 app that I'm outside the UK. 

 

I've seen a couple of people with this same issue and it seems they've been able to get a fix so I'd appreciate some help on this topic? 


You could try pulling the plug on your router for more than an hour in the hope it will grab a new / different IP address that is geo marked uk 

 

otherwise you may have to contact city fibre and advise them that your IP address is locating you outside the uk.

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43inch and 55 inch Sky Glass & 3 Pucks on virgin media M350 hub 5x. 4 x sky mobile sims. Pretend guitar aficionado .. rock on!
This message was authored by Brett27 This message was authored by: Brett27

Re: Sky Glass Geo Location Issue

Hi Jporch, 

 

I could try this sometime, the odd thing is the IP address is saying Manchester when I search for it. Also this was all working fine last week and suddenly started last night! I've seen cases where sky engineers have been able to help and fix this for others so I'm hoping one of them see's my post 🙂 

This message was authored by Addie15 This message was authored by: Addie15

Re: Geo location servers - issues with incorrect IP location

Posted by a Sky employee

Hi there! Thank you for escalating this. We have sent an invite to @Brett27.

This message was authored by lettice This message was authored by: lettice

Re: Sky Glass Geo Location Issue

Posted by a Superuser, not a Sky employee. Find out more

Just noticed you have been escalated from another thread on this issue.

Have you been in contact with Sky and had your IP issue resolved?

Sky Community Superuser. What is a Superuser? Click here to find out
Sky Stream with two pucks (Former Sky Q and Sky+ customer), Sky Ultrafast + using Sky SR203 hub. Sky Protect kit tester.
My good journey to Sky Stream from Sky Q. Click here to read
This message was authored by Jporch316 This message was authored by: Jporch316

Re: Sky Glass Geo Location Issue

Posted by a Superuser, not a Sky employee. Find out more

@Brett27 

Are you located in Ireland ?

 

on the other thread you posted on a user does state that they had to call sky technical support to get connected 

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43inch and 55 inch Sky Glass & 3 Pucks on virgin media M350 hub 5x. 4 x sky mobile sims. Pretend guitar aficionado .. rock on!
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