Sky stream and sky go won’t work

[Klause68]

Hi,

since Wednesday my sky stream hasn't worked.

I'm on Yayzi 2.5gb fibre broadband which is working fine.

I've spent about 6 hours on the phone with various departments including cancellations technical even someone who thanked me for letting her know that Northern Ireland is part of the UK and southern Ireland (ROI) is a separate country and still apart of the EU (but that's another story altogether).

Sky have replaced my puk cancelled my subscription and reinstated it but still not working.

 

 

 

 

 

 

 

 

The issue I have after doing some research and checks including contacting my ISP who have told me to go back to Sky as it's a their problem not a Yayzi issue, (see screenshots added) is for some strange reason Sky seems to think I'm in ROI but speaking to a technical wizard (well the impression he gave) is that it's not a sky issue it's my ISP that's at fault even though I gave him all the details which are on the screenshots he couldn't understand it because everything worked when I connected to my phone on the O2 network has anyone else had this issue and has it been resolved 

[lettice]

We have seen this before, where a set of IP addresses look to wrongly source from a non UK source.

What we have done in the past, is pass this on to Sky via the Sky Community messaging team to resolve for you.

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

[Klause68]

Thank you for your help hopefully this will help resolving my issue.

[Jporch316]

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@Klause68 wrote:

Thank you for your help hopefully this will help resolving my issue.

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It a bit of a long shot but if you pull the plug on your router for 20-30 minutes it will refresh your external IP address ..... it's worth a try !

[Exiled-in-HH]

Would an up check show whether there's an issue with location?

[Klause68]

Hi thank you I've tried this but still not working my sky go app is now working but still same error on my puk I also reset the puk again so don't know what else to do 

[Klause68]

Hi the only issue I can find was trying skygo app yesterday it said check sky.com/EUPortability which had my location as in ROI but checks on my external ip address shows Yayzi Broadband Blackpool I've also spoken to Yayzi and they have said it's a issue at Sky end so I don't know what else I'm supposed to do.

thanks anyway 

[Jporch316]

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@Klause68 wrote:

Hi the only issue I can find was trying skygo app yesterday it said check sky.com/EUPortability which had my location as in ROI but checks on my external ip address shows Yayzi Broadband Blackpool I've also spoken to Yayzi and they have said it's a issue at Sky end so I don't know what else I'm supposed to do.

thanks anyway 

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Are you in ROI ? If so your external ip address needs to show that ..... for that it's purely an ISP issue. Skys hardware is geo locked to your billing addresses country 

[Klause68]

Hi no I'm not in ROI it was the skygo app that placed me there all checks I've done put me in the UK my ISP is based in the UK my external ip address is located in Blackpool which can be seen on all the screenshots I posted. This morning the skygo app is now working fine and definitely placing me in the UK so that is a Sky fault because my external ip address is still the same, they must have now rectified it. I'm now just waiting for them to fix the issue with the puk. I've just found out sky servers have the puk being delivered in December 2024 even though it's been delivered and activated my end.

Kind Regards 

[Exiled-in-HH]

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@Exiled-in-HH wrote:

Would an up check show whether there's an issue with location?

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IP check😂🤣😂

[Klause68]

😂😂I sort off guessed that's what you meant 

The ip address shows Blackpool which when I told a so called IT expert this and he said it doesn't work that way 🤔

[Exiled-in-HH]

Did the expert explain how it does work😂😂😂

[Klause68]

If you call saying it's not a fault our end it's my isp's fault then yes 😂😂😂

[Klause68 · Accepted solution]

Hi all thank you for the suggestion given I don't know what has been done to fix the issue but it's now all working. Hopefully at some point I will get informed as to what the problem was.

Thanks everyone