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

[lettice]

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@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. 👍🏻👍🏻

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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.

[slimpo57]

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

[lettice]

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@slimpo57 wrote:

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

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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.

[ST2]

Having the same issue.  Can you contact me?

[AJ+Brown]

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 

[JFP23]

We switched to SKY streaming 8 weeks ago and all was fine then approx. 3 weeks ago we had exactly this issue because our IP location is being identified by SKY incorrectly and have had no SKY services (Streaming or SKYGo).  We can watch other apps, ie Netflix / BBC iPlayer....etc with just seems to reiterate it's a SKY problem.  I've spoken to numerous SKY customer service personnel for hours and hours but no one is helping, I've raised a complaint as our provider has sent details explaining how IP addresses are re registered correctly and that it's SKYs geolocation database that is wrong and requires updating. The latest Sky customer service person even said they don't have a whitelist when we referred then to this post.  It's ultra frustrating and I seem unable to get past customer services and reach someone technical to help resolve this, @Mr+Flibbles+86 can you help?

[slimpo57]

Problem is, the call centre staff don't listen and only want to use their preplanned flow charts to problem solve.

Try escalation to the next tier and pray you get someone who knows what they're on about if it's not fixed through here. 

[ShivShell]

I have just come across this thread as i am experiencing the same issue. I am in Ireland and trying to download a program from E4 and it says that it has failed my location check. I managed to download it yesterday but today it won't let me. Was there a resolution for this issue? Thanks

[Chodley]

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@ShivShell wrote:

I have just come across this thread as i am experiencing the same issue. I am in Ireland and trying to download a program from E4 and it says that it has failed my location check. I managed to download it yesterday but today it won't let me. Was there a resolution for this issue? Thanks

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Have escalated so hopefully the online team can assist. look out for a chat bubble on here.

[Mr+Flibbles+86]

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

[Tom-W19]

Hi @ShivShell 

An invite was sent but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

[ChrisMann]

I need help with this as well  - It has started the same failure location check message since my ISP allocated me a new set of fixed ip addresses.

I've been through Sky support and the first engineer wanted to wipe the sky box, then offered to send a new box to test instead.  But when I called back the next day because the delivery driver wouldnt leave the new box to test until I have him the old box to take away, the next Sky support engineer said that certainly wouldn't fix it and would just leave me with the loss of all recordings and the same problem! - Sadly, he couldnt help, either!

If there is a contact for someone who can help, I'd very much apprecate it, too!

Thanks,

Chris.

[Chodley]

@ChrisMann I have escalated. You should get a chat invitation on this page soon.

[Lisa-P1987]

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

[Marcusarelius]

Hi.

I am having the same issue downloading anything on my Sky Q.

Am with a company called Full Fibre Ltd with a Fixed IP address 154.61.152.XXX

Could someone contact me to help whitelist this IP range please?

Everything else works (Disney, Amazon Prime etc)

thanks, Mark