IP Geolocation Issues (Please Read)

Help and support
50

As we said above, the geo-provider will put an update out this week.

We don’t control the geo-providers database, we have a geofeed that is uploaded for providers to use and that’s what they should follow.

2 Likes
51

Thanks for confirming this. The timing of the issue reappearing fit the upgrade announcement perfectly, so it jumped out as a possibility.

52

We’re still geolocked.

53

I don’t believe the update has been pushed yet by the geo provider.

1 Like
54

Surprise, surprise. :pensive:.

55

Still doesn’t work

56

When will the new portal be online ?

57

Probably not for a good while yet. Is there something you need to do?

58

Well ,for a start you can’t log tickets on the existing portal ,they don’t register at your end. Plus it’s just daft to show my status as offline, very annoying. And I can’t take note of the constant drop outs ,even though they may only for a short time. And certain sites don’t work lottery for instance,then they do, then they don’t again. It’s not what you want with broadband. Thank you.

59

Roy, we’ve explained numerous times that the portal is crap.

It’s being redone from the ground up. While that is being done there is absolutely nothing being added/fixed to the old portal.

If you’re having dropouts then open a ticket with us and we can check the router logs.

The status in your account again will not work while the new portal is being developed.

The geolocation issues we can accept being an issue. And we have found the couple of databases that hadn’t been using our published geo feed. They are updating this in their next release so this should resolve any of those problems.

Thanks!

1 Like
60

I don’t believe anything you’ve said requires a new portal.

  • “you can’t log tickets on the existing portal” email them or WhatsApp them.

  • “Plus it’s just daft to show my status as offline, very annoying” a cosmetic feature is very annoying???

  • “And I can’t take note of the constant drop outs ,even though they may only for a short time” I don’t understand how this relates to the new portal, or any portal.

  • “And certain sites don’t work lottery for instance,then they do, then they don’t again.” Yep, that’s fair enough and this thread shows they’re working on it. Give them some slack.

61

Cut them some slack? We’re paying for a service that isn’t letting us access websites and services that may be affecting children/elderly/disabled etc. You have no idea how this could be affecting him. This Geolocation fiasco is not something any of us should be dealing with and for this long.

Is there a possibility that those of us affected can just look to have our contracts cut short? I can move to another Internet provider that doesn’t have these issues and you won’t have me on forums telling people about my experiences.

3 Likes
62

Yes, cut them some slack. No services that are being impacted by this are being relied on by the disabled / elderly / children etc. however, that isn’t the point…

No, you shouldn’t have to be dealing with it and for this long. But the Yayzi team have explained time and time again, as have others including me, how this issue is occurring and the fact it’s outside of their control. They have no control over the fix or the speed of that fix.

All ISP’s can fall victim to this sort of fault. At the end of the day, your issue isn’t actually with yayzi - this isn’t a fault that lies with them, it’s a fault that lies with geolocation databases. So there’s no chance of your contract being cut short.

So respectfully, I suggest you appreciate the position Yayzi are in, appreciate the help you’re being offered, cut them some slack and chill out.

1 Like
63

I’ve never known of an ISP fan boy.

And yes, those services are affecting the vulnerable because they’re affecting people in my household.

So respectfully, unless you’re paid to be here, go do something more productive with your Monday evening. I’m here looking for an update on the situation and as I expected, nothing.

1 Like
64

Absolutely, drop us an email and we’ll cancel your contract. We’re fair and reasonable.

Although what has been said several times is, unfortunately true. It is our of our control somewhat, and it’s very frustrating for us as well.

Issues like this are affecting other ISPs in some capacity, the difference is we’re not afraid to take this head on, on a public forum for everyone to see and judge us.

Before we release any IPs now, we make sure they’ve fully updated across the databases, and we do check now before releasing them. However there is only so much testing that can be done, there are so many websites and services out there.

Take Channel 4 for example. You go on their website and stream it works flawlessly, however the same people have said when they use the All4 app. It’s says there is an issue. What are we supposed to do in this situation?

3 Likes
65

Oh look, you got that update you wanted.

I’m not a fanboy I just appreciate how hard customer service is, and how difficult it is to run a business. Yayzi have had their fair share of crap off of me when it’s justified.

Now take up that cancellation offer and do one to some other ISP that won’t care about you.

66

And you got something to do tonight. We all win.

67

Please can we keep this post on topic (simply to track the issue). This post was not created to rant/bicker about contracts or what have you.
Season 3 Comedy GIF by HULU

3 Likes
68

Thank you, I understand this isn’t ideal for yourselves and you can only do so much. I’ll give it another few days and shop around if not sorted I’ll take you up on the offer :+1:t4:.

1 Like
69

I do hope you find what you’re after

3 Likes