Lila Connect Failed Location Check GeoLocation Issue

[adzyp]

Moved to Lila Connect FTTP yesterday and not been able to download any shows on my Sky Q box since.

Turns out Sky seem to think my IP is based on Sweden and not the UK.

I had the below from Lila explaining this. Called Sky for help but they didn't know what to do after an hour.

Anyone been in a similar scenario and got it sorted?

"We are currently aware of a Geo – Location issue, that is causing your IP location to show as Sweden. We can confirm that there was a configuration change that took place recently on the outside of the CGNAT service which is the reason for this, the subnet was changed on our side in preparation.

Sub-providers (such as Sky) were informed and have had a lot of time to update their sides.

We would recommend that you contact Sky and request that they update their geo location servers. This should then allow your device to recognise that your IP is registered in the UK."

[slimpo57]

https://helpforum.sky.com/t5/Sky-Q/Geo-Location-Servers-Anyone-had-having-issues-with-SkyQ/m-p/43421...

having the same issues. Lola's maintenance last Thursday caused the issue and they now want me to either pay £6 for a public IP or pay £4 for it with a lesser speed!! They're taking the p155 if you ask me and we're as much use as a chocolate fire guard when I was in the phone over an hour to them. I've told them they should be updating to a public IP until THEY'VE sorted the issue with Sky as when trying to deal with Sky they were equally as useless. 

Good luck. 

[Gdot18]

Exactly the same situation,

when when I callled Lila and did a ip address check it shows up.

sky advised me the only way to fix the issue it's to get a static/public ip address.

Next issue I actually agreed and to pay the £6 a month to switch over to a public/static ip address...and it STILL ISNT WORKING!! 

it's on sky surely to sort this out?

[slimpo57]

Wow... Lila should guarantee you get a static UK IP address.

yes, Sky need to update their Geo Location Servers but if Lila know about this issue and don't sort it out it says a lot about how they treat their customers who are fully blameless in this whole mess. 

[TimmyBGood]

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@adzyp wrote:

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Sub-providers (such as Sky) were informed and have had a lot of time to update their sides.

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Perhaps just a little bit cheeky of a very small and frankly rather obscure ISP to expect Sky will accomodate ISP network changes on whatever timescale the ISP decides?

And 'sub-provider', really?

[slimpo57]

Get back into Lila. Not your problem that you created. They've just given me a free public IP for 2-months whilst resolving. 

[adzyp]

I did contact them back, just waiting for a team leader to call me back today hopefully.

Did you have to contact again to get your free 2 months or did they do it for you automatically?

[slimpo57]

I had to chase them up on Saturday and they said it was being referred to a team leader and I had an email back earlier today. 

[Gdot18]

Has this resolved your issue? 

im still getting the "Failed,location check"

AFTER static up address update 

[adzyp]

Not had the same luck here unfortunately. Just had a callback from a team leader who gave me the same spiel as the advisor on Saturday.

Told me that due to a worldwide shortage up public ip's that they wont give them away for free and that they have to pass the cost on to the consumer

Absolute joke of a company in terms of customer service. Once again passing the blame onto sky

[TimmyBGood]

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@Gdot18 wrote:

AFTER static up address update 

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What location does a 'where is my IP' type website indicate?

[TimmyBGood]

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@adzyp wrote:

Told me that due to a worldwide shortage up public ip's that they wont give them away for free and that they have to pass the cost on to the consumer

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That would generally be true: IPv4 is now rather scarce.

https://en.wikipedia.org/wiki/IPv4_address_exhaustion 

It's up to any ISP to judge if a fixed address should be offered 'free' to resolve an issue, and for a subscriber to decide if that's reasonable behaviour.

Incidentally, is this the only ISP available to you: I understand they have a monopoly on some London estates?

[adzyp]

Well im in an 18 month contract with them so unless I pay the hundres of pounds breakage fees then yes im stuck. They are also the only FTTP provider to my property.

They still insist that this is a Sky problem and the reliance is on Sky to whitelist the IP's or upload the geolocation.

They say their NOC team advised Sky 4 months before they made the change last week (I think) and that Sky just haven't acted upon it

[Gdot18]

Hi, 

It shows United Kingdom, 

but it was showing uk before a switch to a public ip

[slimpo57]

I don't know if it's worked yet until I get home. 

Try using IPStack.com to check your IP address. Mine showed Sweden as expected which is why Sky are showing the error as there's a number of up checking sites showing a mixture of uk/Swedish