Sky puck different address email

[stephieh]

I have had an email from sky saying that one of our sky pucks are being used outside our property and they are going to charge us.  We have one in a garden room on our property. We have an Ethernet cable going from our sky router into another router in the garden room as the signal doesn't reach so it could seem like it is off property as on a different network but it is definitely on our property 

It seems impossible to try and contact sky to notify. Anyone know the best way for me to contact them to notify. 

[GD1]

@stephieh   To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[lettice]

@stephieh 

From what you mention, it looks like your local network is being flagged incorrectly, with you having a second router, but still at same property.

Sky can create an exception for you., it's something we do see occasionally on here.
I see your post has been escalated to the Sky community team. Would help them if you can go prepared to the chat with setting out exactly how your local network is setup.

[AceRimmer]

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

Please be aware conversations automatically close if there is no response within 48 hours.