Download failed - Failed location check

[AXZS67]

Hi,

I recently switched to Community Fibre/Box Broadband and am currently unable to download anything from catch up, recordings or Sky Cinema on Sky Q.  The tech adviser I spoke to last week mentioned my IP address was showing as Sweden. It is definitely UK registered. Please could my IP be added to the geo location list. 

[removed]

Cranleigh, UK

Many thanks

Moderator note: removed personal information

[Chloe-W22]

Hey @AXZS67! 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.

I've escalated your post to one of our Community Messaging advisers who will send you a request to chat very shortly, keep an eye out for the chat bubble appearing on your Community screen. We need to have a private chat to identify your account, and so you can safely share your IP address 🙂

[AXZS67]

Hi,

Thank you for escalating this for me.  However, I have not yet received a link to chat.

Many thanks

[AXZS67]

@Chloe-W22 well I never actually heard back on this issue from anybody, but following an online chat yesterday when I requested to cancel my Sky subscription, today everything is working! Thank you for your help, I am sure this had something to do with it.

[meme_redo]

Hi I'm experiencing the same problems after joining Squirrel can someone offer some support?

Public IP is showing as registered in the UK, think they need to get joined up here as it's crazy to think this is read from a manually maintained database. 

[KYIdols]

Hi @meme_redo

I've Raised this with Support, who should be in touch with you directly as soon as Possible

[AXZS67]

Hi @meme_redo my provider finally confirmed they had spoken to Sky and the issue was caused by Sky's delay in adding my IP to the location database. Just letting you know for when you speak to them. Hope you get it sorted soon.

[meme_redo]

Hey @KYIdols 
I've not yet had anyone reach out do you know when I should expect contact?

I spoke with Squirrel over the weekend and they've confirmed this is a Sky side issue and the IP needs to be added to the database.

TIA!

[MKent]

Have switched to Community Fibre and now can't download anything - like others have said here.

Error message is 'failed, location check failed'.

spoke to sky who suggested switching off router, reactivating IP address 

and also resetting the hard drive via the hidden menu on settings.

I have done both of these things and the problem remains. 

how have others resolved this issue? 

what should I/Sky do? 

It's infuriating - I'm paying for a service and I can't watch anything! 

thanks 

[AXZS67]

Hi @MKent 

Having escalated the matter on here but not heard further, in my frustration I went on Sky chat and told them I wanted to cancel Sky Q as I was out of contract any way. They were keen to get the matter sorted out and so I left it with them. I then went on Trustpilot and left a negative review for Community Fibre warning other Sky Q users and saying it is not good enough for them to simply say it is a Sky issue, both parties should be sorting it out as it is a known issue. This prompted them into action and they rang Sky. By next morning all was working and CF confirmed the issue was caused by Sky's delay in updating my IP address on their geo location database.  Don't bother with the tech advisors, it needs to go higher. Perhaps do the same, contact Cancellations and leave CF a negative review. Hope you get it sorted soon.

[MKent]

Thanks for sharing @AXZS67. A sky engineer is coming tomorrow and i have been told they should be able to fix this issue 

[Chodley]

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@MKent wrote:

Thanks for sharing @AXZS67. A sky engineer is coming tomorrow and i have been told they should be able to fix this issue 

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Hmm

only if they call into Sky home base and get them to fix the IP geo lookup tables. They can't do anything onsite. It's frankly not good enough that Sky tech support told you this and wastefully booked an engineer. Very poor skills/knowledge. I will escalate this post. Look out for a chat bubble.

[PandJ2020]

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@MKent wrote:

A sky engineer is coming tomorrow and i have been told they should be able to fix this issue 

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A 'location failure' is a back-end task (i.e. marking the public IP address as in the UK).  I doubt an on-site engineer will be able to fix it...  (Unless as noted they have escalation ability to the back-end team)

[Addie15]

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

[Chloe-W22]

Morning @MKent,

Really sorry to hear you're having this problem, this does crop up every so often and our Community Messaging team are on hand to take some details from you and get it resolved without the need of an engineer.

Pop us a message here if you need any help post your visit with the engineer.