Warning letter received about Sky Stream

[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
 

[pingloss]

I've just finished a chat with Sky and I'm not pleased to say the least. It seems their detection points have changed for triggering this issue. For me it's because I have one of my 5 pucks on a different SSID others. This is because it's in the annex of our house where my parents live and I've segregated the Wi-Fi for their devices due to my work requirements.

All the pucks are in the same legal address, reside on the same internal network and use the same internet connection but the person I was talking to wasn't having any of it. All the pucks have to be on the same SSID or the system triggers this situation. 

I was told there's no escalation policy for this and there was nothing that could be done about it. As far as I'm concerned, Sky shouldn't be having any say in how my own personal LAN is designed. 

[Allan95]

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
 

[RobBarden]

I've also received the same email today but 1) the pucks are very much where they should be at my home address & have not even been moved within the house and 2) as far as I am aware there have been no major changes to my network.

Really confused!

[arcadeavenger]

Hi @RobBarden, 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 Thanks, Becca.
 

[Stuart1714]

That's interesting to know. I phoned up this morning, using  the number on the email and didn't really get any kind of support, despite asking for their evidence that the devices are being used elsewher, which they aren't.

My mesh wi-fi can generate multiple SSIDs, and I think one of mine is on the IOT SSID, so I'll move it when I get back from holiday.

My IOT SSID is the same name as the house Wi-Fi, but with IOT on the end. You'd have thought anybody with any sense reviewing them would have realised this, unless it's just automated or AI.

[pingloss]

It seems to me there's no connection made between SSID's and external IP address of the pucks when detecting pucks being used outside of the known address. There's something in the back of my mind that says if you have multiple pucks, there's one that's designated the 'master' puck. My guess is that if the network details of all the other pucks don't match that of the master, then the alert is triggered.

You'd like to think there's something more complex going on that just 'oh not all the devices are using the same SSID, they must be using it at another location'?

[nmbailey]

I rang Sky on the number given in the email. The agent said he'd handled a lot of these calls today and I told him that neither Stream box has ever left my house. 
He asked me to send him photos of my two pucks' serial numbers and the Network screen from Settings so he could see the network they were on. I sent these.  I pointed out that one is on the WiFi but my main TV's Stream box is on Ethernet so the screen doesn't show the network it is connected to.
He thanked me for the information and assured me I wouldn't be charged the threatened extra £26. 
I think Sky has sent the email out in error to customers. They should admit the problem and apologise to all customers who have received these emails today in error. 

[AjoyiPad]

I got the email. I was asked to send pictures of the serial numbers and network detailsnof each puck. The advisor said they had hundreds of these in one day and it is a sky problem. Gave mme £15 fir my toubles off the next bill