Squirrel broadband download issues

[Lindsay4]

Hi

ive recently moved to squirrel fibre and having problems downloading from on demand, error message states 'download failed due to location check fail' 

everything else works apps etc. 

I've spoken to sky, who say it's a squirrel issue, and squirrel say it's a sky issue. I feel like I'm going around in circles. 
im not very good with technology and everything worked fine when I was with sky broadband. 
can anyone help me?? 

[PandJ2020]

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@Lindsay4 wrote:

can anyone help me?? 

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Only squirrel and Sky can assist you - but as you've found out they can blame each other.

The public IP address that Squirrel has given you is not recognised as a UK address and Sky restrict these to enforce rights.

These issues are usually only fixable by the ISP as their addresses are possibly not correctly registered.  I'd persevere with Squirrel - there are many other cases on here where the ISP has had to make the change with the registry Sky use.

Go here and see if it provides any clues: https://www.whatismyip.com/

[Squirrelnternet]

We are Squirrel. Our IP addresses are registered correctly in all major databases. We have open converation with Daren from Sky exec team [removed]

Anyone from Sky is welcome to call and ask to speak to Daniel or email the support email address on our website where it will be routed to our network operations centre. We are commited to fixing the issue for the shared customers [removed]

Both our telephone number and email are on our website which can be found by Googling ' Squirrel Internet' since this forum is blocking them being posted.

Moderator note: removed comments as per Community Rules

[Lindsay4]

Thankyou for your reply, when I click that link it says it's registered in Washington DC hence why, I presume, sky are blocking it. 
Looks like I might just have to change provider again while I still can as I'm not holding much hope for squirrel or sky resolving this anytime soon! 

[Kenny-J]

Hi, @Lindsay4 I have escalated your issue to the Community messaging team who will be in contact.

Thanks

Kenny

[Mr+Flibbles+86]

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

[PandJ2020]

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@Mr+Flibbles+86 wrote:

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

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Looks like it's been escalated to me rather than OP...?

[Mr+Flibbles+86]

Strange. Not sure why it's done that but sent again now

[ISlime]

I have now got an email from squirrel as follows: 

We have engaged with Sky on this issue. Their exec team have asked us to ask customers with the issue to do the following:

I appreciate your passion for our mutual customers. However, I regret to inform you that we are unable to assist with your request as we do not have necessary permissions to discuss the individual customer issues described.

I understand that this feels like we are placing a barrier in the path to resolution, but I can assure you that if your customers' follow the steps given, Sky will investigate the matter fully and look to resolve the matter as swiftly as possible.

I have already provided a route for our mutual customers to escalate their concerns. I encourage you to advise your customers to follow this route and ensure that your customers’ concerns are addressed in a timely and satisfactory manner.

Our position remains focused on the solution being your customers to post on Sky Community Forum (https://helpforum.sky.com/) and use the tagline “Squirrel broadband issues downloading”. Our teams are waiting for this action to take place, then we can liaise with the customer to get the timestamps and IP address.     

Kind Regards,

Daren

Customer Priority Specialist

Executive Response Group

Customer Priority Team

[ISlime]

I would also like to add I spent nearly an hour jumping through hops with sky support this weekend.

Sky please resolve my issue 

[Lindsay4]

So it's not just me then. 
I've been contacted from sky on this private messaging system and they said they are looking into it and will get back to me, that was last Thursday! 
I too spent hours on the phone to sky last week but no one could resolve this issue. 

I do think it's strange that I can download programme to my iPhone using the same squirrel internet connection but the tv box won't allow it....

sky need to sort this quickly! 

[Chodley]

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@ISlime wrote:

I have now got an email from squirrel as follows: 

We have engaged with Sky on this issue. Their exec team have asked us to ask customers with the issue to do the following:

I appreciate your passion for our mutual customers. However, I regret to inform you that we are unable to assist with your request as we do not have necessary permissions to discuss the individual customer issues described.

I understand that this feels like we are placing a barrier in the path to resolution, but I can assure you that if your customers' follow the steps given, Sky will investigate the matter fully and look to resolve the matter as swiftly as possible.

I have already provided a route for our mutual customers to escalate their concerns. I encourage you to advise your customers to follow this route and ensure that your customers’ concerns are addressed in a timely and satisfactory manner.

Our position remains focused on the solution being your customers to post on Sky Community Forum (https://helpforum.sky.com/) and use the tagline “Squirrel broadband issues downloading”. Our teams are waiting for this action to take place, then we can liaise with the customer to get the timestamps and IP address.     

Kind Regards,

Daren

Customer Priority Specialist

Executive Response Group

Customer Priority Team

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Interesting. Did they explain how anyone tags a post in this forum because I'm sure I don't know.

maybe they meant use that as the subject line.

[Kk12]

Hi

As others have reported I am encountering issues downloading to my SkyQ box since moving ISP to Squirrel internet. Can someone please help resolve this problem?

Thanks

[GD1]

@Kk12  I have merged your post to this existing thread that is discussing the same issue, a new thread isn't required.

[Kk12]

Thanks, Sory about that I'm new to the forums