Warning letter received about Sky Stream

[pingloss]

Hi,

I've received an email this morning informing me that we've been using our Sky Stream pucks outside of our home and threating to charge us an extra £26 a month if we dont' stop within 2 weeks. This confuses me since we've not been on holiday this year and certainly not taken our pucks anywhere even if we all could do with some time away!  Can someone explain to me why I'm receiving this letter because I'm not best pleased about it.

[Angel_Aka]

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@pingloss wrote:

Hi,

I've received an email this morning informing me that we've been using our Sky Stream pucks outside of our home and threating to charge us an extra £26 a month if we dont' stop within 2 weeks. This confuses me since we've not been on holiday this year and certainly not taken our pucks anywhere even if we all could do with some time away!  Can someone explain to me why I'm receiving this letter because I'm not best pleased about it.

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One of your pucks has possibly been connected to a WiFi booster or extender and been given a different IP address to the other. Make sure your pucks are connecting to the same network. 

[Dazzasky]

I have escalated your post to Sky. Keep an eye out for a blue chat bubble. @pingloss 

https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

[lettice]

@pingloss 

Notice  this has already been escalated to the Sky community team.

The Sky community team often deal with this issue.

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

Sky can create an exception for you.

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

[pingloss]

Hi @lettice Very happy to go in a chat with someone. I do have a complex home network due to my line of work but nothing significant has changed in the past 6 months. In fact the only thing related to Sky recently is that I'm a member of the SkyOS 2.0 beta.

[pingloss]

Looking at other posts about this has made me think. I've just looked up the geo-location for my IPv4 and IPv6 addresses supplied by my Zen Internet service. The IPv4 address says London, while the IPv6 address says Rochdale! If that's whay Sky use as part of their detection process, it's never going to be accurate!

[Dazzasky]

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@pingloss wrote:

Looking at other posts about this has made me think. I've just looked up the geo-location for my IPv4 and IPv6 addresses supplied by my Zen Internet service. The IPv4 address says London, while the IPv6 address says Rochdale! If that's whay Sky use as part of their detection process, it's never going to be accurate!

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The pucks do not use ipv6 so that won't make a difference 

[pingloss]

@Dazzasky 

It could be a SkyOS 2 things then because the pucks are very much using IPv6. They have IPv6 addresses leased from my DHCP server and I can see inbound/outbound IPv6 traffic on these addresses.

[lettice]

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@pingloss wrote:

Hi @lettice Very happy to go in a chat with someone. I do have a complex home network due to my line of work but nothing significant has changed in the past 6 months. In fact the only thing related to Sky recently is that I'm a member of the SkyOS 2.0 beta.

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Doubt if it's anything to do with Sky OS2.

As far as I have seen, no significant networking changes have been made that I can see on my local netowrk or have been mentioned through the trial so far.
We are also not privy to such networking changes that Sky make.

Sky do though through their continual updates of Sky Stream/Glass may make slight network changes, that could have happened at any time over previous months on either UI or build changes.

As for IPv4/6

The pucks/glass do rely on a working IPv4 connectivity for normal operation and backend comms.

They can acquire and make use of  IPv6 addresses if that is provided by your local network and aligned ISP.

But parts of the UI will at points as for a lot of IT a kit only mostly use/report IPv4 details.

So the pucks and glass  do not operate in any form of 'purer' IPv6 environments, using its base IPv4 to provide its normal function type state.

Not seeing as that will change for anytime in the near future.

[Dazzasky]

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@pingloss wrote:

@Dazzasky 

It could be a SkyOS 2 things then because the pucks are very much using IPv6. They have IPv6 addresses leased from my DHCP server and I can see inbound/outbound IPv6 traffic on these addresses.

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Strange, I've always been under the impression the pucks do not use IPv6. I'm not at home at the moment so can't check on my own

[Stuart1714]

I had the email myself today. I rang up earlier and the person that I spoke to said there have been quite a few people calling in today, so it's been escalated.

I'm on the new OS on some of the pucks and Glass TVs. The only network change on my side has been a firmware upgrade last week on my mesh router and satellites, although I can't vouch for any ISP changes..

I have a backup 5G router, which I plugged in to test it and upgrade the firmware, which may flag something up, but it's not been turned on for a few months.

[nmbailey]

I've had an email too this morning. The only change in my use of Sky is that I renewed for another 24 months last week - this feels like an odd thank you from the company as I don't view Sky away from home except occasional use of Sky Go. 
I've not been upgraded to OS 2 so it ain't that

[CraigB11]

I had an email accusing me of using my puck at a different address but all I do is move it from my son's bedroom to the kitchen when my son is away at his girlfriend's. Why are they accusing me when it's in the same house.

[Daniel0210]

@CraigB11 

Your post has been moved to a thread already discussing this issue.

[pingloss]

Seems whatever process is being used for identifying Sky Stream use outside of the registered address is flawed. It's causing false positives and unwanted stress for people.

I don't seem to have received any request to chat with anyone regarding this?