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Discussion topic: Geo location server issues with incorrect IP location

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This message was authored by sukh11 This message was authored by: sukh11

Geo location server issues with incorrect IP location

We switched to SKY streaming 1 week ago and  we had an issue because our IP location is being identified by SKY incorrectly as being abroad and we've had no SKY services (Streaming or SKYGo) since.  We can watch other apps like Netflix / BBC iPlayer which just seems to reiterate it's a SKY problem.  I've spent ages talking to numerous SKY customer service agents but no one is helping, our internet provider has sent details explaining how they have reported the IP addresses correctly and that it's SKYs geolocation database that is wrong and requires updating.  I've seen other posts outlining similar issues with SkyQ where the resolution was to add the IP address to Skys whitelist but the latest Sky customer service person said they don't have a whitelist and it's not the same problem.  They don't seem to be listening, I feel like I'm going round in circles and need someone technical to help resolve this. Can anyone assist?

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This message was authored by lettice This message was authored by: lettice

Re: Geo location server issues with incorrect IP location

Posted by a Superuser, not a Sky employee. Find out more

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;


https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

 

- - - - - - - -
Sky Community Superuser
Sky Stream (2 pucks), Sky Ultrafast + using Sky SR203 hub. Sky Protect kit tester.
This message was authored by Addie15 This message was authored by: Addie15

Re: Geo location server issues with incorrect IP location

Posted by a Sky employee

Hi there! Thank you for escalating this. We have sent an invite to @sukh11.

This message was authored by Kenny-J This message was authored by: Kenny-J

Re: Geo location server issues with incorrect IP location

Posted by a Sky employee

Hi @sukh11  Just to confirm, you are not using a VPN on your router?

 

Thanks

Kenny

sukh11
Topic Author
This message was authored by sukh11 This message was authored by: sukh11

Re: Geo location server issues with incorrect IP location

No I'm not using a vpn on my router. 

This message was authored by Jason+Golding This message was authored by: Jason+Golding

Re: Geo location server issues with incorrect IP location

Are you using satellite broadband such as starlink ? 

Sky Stream x 2
LG C2 OLED 55inch
Sonos Playbar
Virgin 1 Gig
Virgin Stream Box
Xbox X
Apple TV 4K
Amazon 4K Firestick
sukh11
Topic Author
This message was authored by sukh11 This message was authored by: sukh11

Re: Geo location server issues with incorrect IP location

Hi. No I'm not. I have Yayzi Broadband as my ISP who has fttp through cityfibre.

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