Puck not used outside the home

[Ms93]

Sky have now emailed me multiple times to say I am using the puck away from home, when in fact neither puck has been used elsewhere.

Sky are planning on chanrging me extra for using the puck elsewhere, which as i am not doing i dont want to pay

I did phone support the first time and an investigation was going to take place but until a second email today I just assumed everything was resolved.

Obviously I am going to phone them again, has anyone else had this and is there any possiblity of something quirky causing this? I do have one puck wired and one on wifi but as both go to the router see no reason why this would flag anything other than using them at home

thanks

[Angel_Aka]

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@Ms93 wrote:

Sky have now emailed me multiple times to say I am using the puck away from home, when in fact neither puck has been used elsewhere.

Sky are planning on chanrging me extra for using the puck elsewhere, which as i am not doing i dont want to pay

I did phone support the first time and an investigation was going to take place but until a second email today I just assumed everything was resolved.

Obviously I am going to phone them again, has anyone else had this and is there any possiblity of something quirky causing this? I do have one puck wired and one on wifi but as both go to the router see no reason why this would flag anything other than using them at home

thanks

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Your ISP may be changing your IP address too regularly. If you don't have a fixed IP address then it may be flagged by Sky's systems. 

[TimmyBGood]

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@Angel_Aka wrote:

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@Ms93 wrote:

Sky have now emailed me multiple times to say I am using the puck away from home, when in fact neither puck has been used elsewhere.

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Your ISP may be changing your IP address too regularly. If you don't have a fixed IP address then it may be flagged by Sky's systems. 

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Almost no domestic ISPs offer fixed IP these days, even at a premium, so I wouldn't think that's the cause.

A common factor does seem to be mixing WiFi and ethernet, but then I run my pucks like that too.

[Ms93]

My ISP is sky, all part of the same subscription so if they cant work that but out theres not much hope

i can potentially wire both pucks or go wifi on both pucks. but my living room puck is wired and where we watch most TV including probably higher data rates from files etc.

my bedroom puck is on wifi and i do have a cat5 cable running up the house, but there isnt enough ports on the router for the cable and we only generally have the bedroom tv on occassionally its usually just background noise like having the news on, so nothing that needs a 1 gig wired connection

[Cha8]

I am receiving the same emails. I have tried to contact sky but was passed around to different departments for 40 minutes to no resolution. I have 3 Sky Pucks, two run on a Wifi Extention so Im guessing this is the issue but trying to contact someone to resolve it is the problem. 

[Ms93]

My puck was wired, got an up address etc and connecting over the wired network.

however Wi-Fi was still enabled on the puck and it had connected to an unsecured network which wasn't mine.

I had no idea this network was there and found it bizarre it would connect automatically but since sky tech support picked up on this I have Wi-Fi disabled and no more mentions of using the puck away from home

something to check for anyone with the same issue

[Pete-Lander]

I have the same problem twice emailed to say that I'm using my puck outside my home. No idea why, except I have a 2.5GHz and a 5GHz connection at home and may have switched between them. But as my broadband is also sky they should know this

[lettice]

@Pete-Lander 

From what you mention, it looks like your local network is being flagged incorrectly.

Sky can create an exception for you., it's something we do see occasionally on here.
I have escalated to the Sky community team for you.

Would help them if you can go prepared to the chat with setting out exactly how your local network is setup.

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.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

[ProbsSteph]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[Cha8]

My issue was finally resolved last month. Not a great customer experience since it took so long to resolve with numerous phone calls to chargeable numbers. Dealing with untrained staff etc. would defiantly not recommend after all this.