MTH Networks Geolocation Issue

[Daniel-F · Accepted solution]

Hello all,

@mth_networks  I've just been advised that we believe this issue has now been resolved.

[Addie15]

Update-We are closing this session now due to no further response within 48 hours. If you s till need help, please let us know so we can re-escalate this for you. Thanks.

[CountryConnect]

Hi Dan

Country Connect Ltd - ASN215000 is also having this issue with a number of our subnets and I cannot find a contact to get this looked at.

Can you please point me in the right direction

Mark

[TimmyBGood]

@CountryConnect 

Contact details for Sky NOC are listed here.

https://www.peeringdb.com/asn/5607 

[brennanc1]

Issue is still there as mine sky glass won't work. 

[Giubagiu]

Issue still there my Sky Glass is not working or my additional tv .... not sure anyone knows what they are doing.

[jodfrey77]

I have this issue with my Sky Glass and i have raised this multiple times over the last fortnight with both @MTH and Sky.

Sky say the issue lies with MTH. MTH say the issue lies with sky.

Phoned Sky direct, and the advisor looked into it as he had never heard of or seen this issue previously.

MTH keep saying they are working on the issue, whilst I am sat here staring at menu screens on Sky Glass, and geolocation error messages for every live channel (both sky and terrestial) and the same with on demand.

So i am paying money out to Sky, but i cant access their services, and i am paying money out to MTH who cant supply the wifi I need to access said services!

😡

[CountryConnect]

This is 100% a Sky issue, their geoip database is out of date and thinks you are trying to access their services from outside of the UK when you are not.

I am not in anyway affiliated to MTH and this issues is not isolated to MTH customers either, it's a Sky issue and unless you get someone in their NOC who actually understands the platform, it can take weeks for them to take action 😞 

[Giubagiu]

Hey so this is exactly what we are going through! 

it is weird though that our sky glass tv has just come out of warranty....

what's the answer? 

[jodfrey77]

My MTH broadband router was updated a fortnight ago, which changed my IP address, and caused issues with Disney+ and Channel 4 content.

Livechat with Disney+ had it resolved in an hour. Channel 4 still no resolution a fortnight on.

ALL Sky content dropped out Saturday (10/08/24) afternoon taking all Sky and terrestial services with it.

I dont understand why there was a lag of 10 days from IP address changing, because of MTH router update, to it effecting Sky services, when the other two were instantaneous?!

Either way, @MTH changed my IP address without informing me (other than notification of router update), which has led to a white out of 98% of my services because of geolocation issues, as it has now hit sky!

[Giubagiu]

This is exactly what has happened to us and at the same time. IPlayer and all sky

[brennanc1]

Is anyone from sky checking these forums? 
 By the looks of it, it's a wide spread issue that sky needs to sort asap. 

[jodfrey77]

@mth_networks 

[mth_networks]

Hi @jodfrey77 

I can confirm that this issue is with Sky to resolve and MTH Networks is indeed in contact with their Telco Engineers to push this through. This is not an issue MTH Networks (or any ISP for that case) can resolve, as Sky uses a 3rd party database to locate where their customers are in the world and show appropriate content. To assist with this, MTH Networks publishes a "GeoFeed" - which tells these 3rd party database providers which IP Address we use and triggers them to update their database details if they detect incorrect information. 

Sometimes, these databases are wrong or outdated, and although they do get updated eventually—once they do—it can take time to filter down into different services. Sky may only update its database version once per month, for example, or a rogue server may have accidentally rolled back a previous update, causing a reoccurrence of the issues.

For those searching and finding this - Sky Engineers have requested detailed information of each customer experiencing issues - including the exact product (They consider Sky Glass, SkyGo etc all different elements), a photograph of the screen showing the error and a date/time stamp of the issue - this is to help them locate what servers where serving you at this time and to locate the issues with the incorrect location data. Please send this to the Customer Support Desk for us to pass on to the Sky Engineering Team. 

Kind Regards, 

MTH