Extra puck charges

[Willow-]

I have yet again been charged for apparently using my devices outwith my home address but I have not been anywhere and no one has my details. I've changed my password and still being charged, why?

[MarkGoldsmith]

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@Willow- wrote:

I have yet again been charged for apparently using my devices outwith my home address but I have not been anywhere and no one has my details. I've changed my password and still being charged, why?

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Did you contact Sky when you got notified that they thought you were using your puck outside your registered home address? You would need to proactively contact them and likely show proof of your network and puck setup for them to be happy you are only using it at your registered address.

Do you have multiple pucks in your home, and are they connected to different networks? This can usually lead to Sky detecting 2 different IP addresses and thus thinking you are watching it at 2 different addresses.

[lettice]

Afraid as mentioned above, it may be your local network is showing differing network/IP combinations on your multiple pucks or Sky Glass TVs within your home.

Often this can be a home router/mesh setup or a local VPN that is relaying these multiple network and IPs.

You will have to go prepared to Sky with a breakdown of your current home network layout and have them provide an extension.

[Willow-]

I spoke to an agent earlier today and explained about the additional location charge on my statement and I was told this would be removed but on checking my statement it hasn't and my bill is being paid on Thursday but if not removed then I will stop the direct debit

[PandJ2020]

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@Willow- wrote:

if not removed then I will stop the direct debit

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Not wise.

Your services will be restricted and you'll incur late payment charges.  Your credit file could be marked accordingly.

Check future bills as it may be too late to change a payment at such short notice.

[Daniel0210]

@Willow- 

Your latest post, and its reply, have been moved into your original thread so as to provide some history to this issue.