Additional connection charge

[Rayvon66]

Sky said I was using one of my stream boxes outside my house which I am not and if I didn't stop they would charge me an additional connection charge of £26. I called them to discuss this as I am not with Sky broadband but I have 2 internet connections to my house and some times it will failover to the other. The connections are EE (primary) and Virgin (secondary). With both giving dynamic addresses, more EE than Virgin, my IP address changes quite often. Trying to explain this to untrained people did not have any effect and today, guess what £26 charge applied.

On the previous call after the threat of an additional charge, I cancelled my account which is due to expire on 29th June. Then today 18th June, I get the charge applied.

Every time I try Sky again, they mess it up. Good riddance and expect a call to challenge this additional charge.

 
I'm more than happy to discuss this with someone competent that understands technology.

[Chloe-W22]

Hey @Rayvon66 ! 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. 

That doesn't sound right to me, let me escalate your post to one of our Community Messaging advisers who will reach out to you via Community for a private conversation. For more information on the service, see here.

[Rayvon66]

I had a phone call last week, promising me the world, but as I was away I asked for a call back today that didnt happen.

[Rayvon66]

Well I have some movement. After finally getting through to the right department, Sky have credited my£26 back to my account. Appreciated.

During the latest call, 24/06/2025 I was then put through to the technical department to see what could be done regarding these additional location charges as they could not guarantee, this wouldnt happen again. Anyone who isnt on Sky Broadband has the potential to experience this too.  On getting through to technical support, they asked for my local IP addresses of my boxes instead of the public IPs. I asked would this not better work using MAC addresses, but the tech didnt seem to understand what I meant. Then the line went dead (2nd time during this instance), so I gave up. Unlikely Sky will be able to resolve this before my cancellation date of 29th June, but I tried.

I work in IT, and I understand it, but the provider didnt on this matter. I appreciate not many will have 2 internet providers and use failover, but most non Sky internet providers will use dynamic IP addressing. 

Sky should make this aware to people who are not on Sky Broadband, and should have had a solution.

[TimmyBGood]

@Rayvon66 

I haven't seen any posts on this topic from users of non-Sky broadband with only a single connection: it's the switching between WANs from different ISPs which causes the issue rather than dynamic public IP by itself.

We use BT Broadband with their Halo cellular failover to EE here, but that triggers extremely infrequently.