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We joined Zen from Plusnet 2 days ago. Everything went well except...........
when I use DuckDuckGo or other search engines they think that we are in Singapore. Even ebay thinks that we want to have stuff delivered to Singapore.
We are not using a VPN, our computers are set to the UK and if we trace our IP address it shows as Zen in Rochdale.
Everything was fine with Plusnet and all sites thought that we were in the UK. Nothing has changed apart from the ISP, digital voice & router.
I have reported it to Zen who will look into it but I would appreciate your thoiughts.
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What's your public address range?
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I hev no idea how much of this it is sensible to make public but here goes:-
77.104.xxx.xxx
Is that enough & what you meant? The "x" are numbers.
Edited by chris52 (Sun 28-Apr-24 12:05:25)
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Register (or login) on our website and you will not see this ad.
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Not quite enough - but that block is all RIPE allocated (all over the place) it's not one I recognise from Zen so maybe someone else will be along soon to comment.
Would be worth you checking yourself on a few IP lookup pages and GeoLocation pages to see what the history of your subnet is.
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I hev no idea how much of this it is sensible to make public but here goes:-
77.104.xxx.xxx
Is that enough & what you meant? The "x" are numbers.
Hi Chris,
Unless you've 256 IP addresses the first 3 numbers are fine leaving out the bit after the third dot. I'll have a quick look in a minute but be aware ISPs don't control the geolocation services and they use all kinds of information to locate you.
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when I use DuckDuckGo or other search engines they think that we are in Singapore. Even ebay thinks that we want to have stuff delivered to Singapore.
What does this lookup site show?
https://iplocation.io/
Could be that Zen have purchased the block of IP addresses from an ISP in singapore.
24 years of broadband connectivity since 1999 trial - Live BQM
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Country: United Kingdom
Country ISO:GB
England Rochdale
ISP: Zen Internet Ltd
The Latitude & Longitude are Rochdale.
A bit more of the IP address: 77 104.170.xxx (is that enough???)
Edited by chris52 (Sun 28-Apr-24 12:43:54)
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There are four separate IP to location lookups on the page, are all 4 the same? The first sounds good.
24 years of broadband connectivity since 1999 trial - Live BQM
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Yes IP2 Location, DB-IP, IPInfo and IP GeoLoacation.io are all the same.
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Then it's not Zen doing it.
Other than checking your regional / locale and timezone settings in your operating system and that browsers are likewise set to en-gb, and temporarily turning off DNS over HTTPS so that browsers use your local DNS resolver, I don't have any other suggestions.
prlzx on Zen: FTTC (VDSL) at ~40Mbps / 10Mbps
with IP4/6 (no v6? - not true Internet)
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Looking at the whois records via bgp.he.net the last modified time is 2th Feb 2024, whereas a spot check of their other announced prefixes has _much_ older last modifieds.
This suggests the block may be either new to Zen or had some different details which may have caused it to register differently in some geolocation databases until relatively recently
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Prizx
Done everything that you suggested and extensively cleaned caches etc but no difference - still in Singapore. Thank you for trying,
Ionic.
Sounds hopeful. Is this something that Zen need to (can) resolve? A different ip address?
Edited by chris52 (Sun 28-Apr-24 15:07:38)
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Beats me.
77/8 was allocated to RIPE in 2006, Singapore is served by APNIC, and 77.104.128.0/18 went to Zen in 2010.
PREFIX: 77.104.128.0/18
NAME: UK-ZEN-20100604
DESCRIPTION: Zen Internet Ltd
COUNTRY: United Kingdom (GB)
IP ADDRESSES: 16,384
REGIONAL REGISTRY: RIPE
ALLOCATION STATUS: Allocated
ALLOCATION DATE: 4th June 2010
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You could ask Zen to allocate you an address from a different range which would probably help.
Alternatively, if Google is misreporting, you can report directly to there here https://support.google.com/websearch/workflow/930872...
When they update their database, that might have a knock-on effect of fixing a bunch of other sites
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Yes IP2 Location, DB-IP, IPInfo and IP GeoLoacation.io are all the same.
Those are the main 4 databases that websites can ask "where in the world is this user's IP". As they are all correct, the problem is probably not under Zen's control.
Does the same happen on mobile devices as well as full computers? Are you using any VPN products, perhaps on the router, or the PC or mobile?
24 years of broadband connectivity since 1999 trial - Live BQM
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VPN - no not on anything.
Mobile. The best that I can do is a Amazon Fire Android tablet. ebay uk places us in Singapore using the Silk Browser. Microsoft Bing search seems to know that we are UK based.
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I wonder if it's the IPv6 address that's causing the problem
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Thank you all for the effort.
Still in Singapore this morning.
To add to the knowledge base I will report back what Zen do to resolve the problem - fingers crossed!!
Edited by chris52 (Mon 29-Apr-24 08:43:00)
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Could be connecting via IPv6 - that always onfuses google for me, and sometimes the weather app on my phone - though it does usually still locate me somewhere within the UK just nowhere near where I actually am unlike IPv4 which is usually correct.
The other possibility is that you may (inadvertntly) be connecting via a proxy - posssibly some naughty website has quietlymessed with your browser.
Although occasionaly it can be slightly inconvenient I'm quite happy for sites not to know exactly where I am.
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If you run the extended test at https://dnsleaktest.com does Singapore show up anywhere in the locations?
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JPM
All results show UK
UPDATE
Zen have got back to me and sent a form from "Maxmind" to correct the Geolocation. They tell me that industry wide some people are having the problem and that completing the form most times gets a correction within 48hrs. I have filled it in so will wait & see.
https://www.maxmind.com/en/geoip-location-correction
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I have filled it in so will wait & see.
https://www.maxmind.com/en/geoip-location-correction
Should Zen be doing this and not asking you to do this?
- Tony Sutton
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Zen said that the request had to come from the IP address making the request & that they couldn't do it on my behalf.
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Zen have got back to me and sent a form from "Maxmind" to correct the Geolocation. They tell me that industry wide some people are having the problem and that completing the form most times gets a correction within 48hrs. I have filled it in so will wait & see.
https://www.maxmind.com/en/geoip-location-correction
Oh, interesting. I wonder if I can fill this in any set it to my city so Maps and the like don't assume I'm in Rochdale or Bolton.
Let us know if you are setting your exact town / city and how that works.
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Well MaxMind are showing that IP range as Brent, UK now.
https://www.maxmind.com/en/geoip-demo
Edited by alexatkin (Mon 29-Apr-24 14:38:54)
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Agreed - but we arn't around there either.
If I do a Duckduckgo search or look at ebay.co.uk they still think that we are in Singapore. My banking websites arn't very happy either.
If all this doesn't work I will be asking Zen to reset my account with a new IP etc.
Edited by chris52 (Mon 29-Apr-24 15:13:53)
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Days pass and we are still in Singpore. Zen have escalated the problem but I am not impressed.
I am waiting for them to get back to me with a solution.
6 days & counting.
Edited by chris52 (Thu 02-May-24 19:56:11)
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For what it's worth Zen can't really fix this quickly - there's a bunch of different databases run by different companies and they all just collect data organically and use that to determine where you are. It's not like when Zen provision a service to you they submit the town you're in to RIPE who then pass it back up to a central registry.
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For what it's worth Zen can't really fix this quickly
For the most part, it is outside their control. But they could think outside the box and change OP's IP address.
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think that we are in Singapore
Isn't it a bit of a cheek then Zen is charging you UK VAT, when your in Singapore. 
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For what it's worth Zen can't really fix this quickly
For the most part, it is outside their control. But they could think outside the box and change OP's IP address.
That is exactly what I suggested to them nearly a week ago.
As it is now Friday lunch time and a Bank Holiday weekend I am not execting much in any sort of hurry as the department that it was elevated to have not contacted me yet and I don't think that they work weekends.
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It has taken 2 weeks but we are now in the UK!!!
Zen have changed my IP address which has sorted it. This is what was suggested 2 weeks ago but they have agreed eventually.
Thanks for the help everyone.
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Out of interest, what range are you on now?
I may switch to Zen
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What about the IPv6 address allocation?
Try finding your IPv6 address via ipv6only.me
Show the bits up to the second colon. For example, I'm on Aquiss and my address starts 2001:4d48:
Having said that, ebay.co.uk is IPv4-only so this probably wouldn't make a difference to them.
Also: have you tried using your browser in incognito mode? Does that make a difference?
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I am sorry but I don't know enough to be sure that posting my address is a good idea.
What I will say is that Zen eventually sorted it all out and that I have had no further problems.
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The first 32 bits of your address (8 hex digits, XXXX:XXXX  identifies only the ISP's large block which contains all their customers.
Did Zen say what the problem was?
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I don't want the full address, that would be a bit silly lol.
What does the Ip start with (first numbers, like 74.) I just want to ask to be in this range if I join them if it's a range without any geo issues.
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Taken from my Zen Portal
IPV4 77.104
IPV6 2a02 8011
Zen didn't tell me what the problem was other than it was an IP address problem.
What do the numbers tell you?
Edited by chris52 (Tue 28-May-24 05:59:50)
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The numbers tell be that if you're not having geo issues within that range, then if I request that range if I join them then it's very likely I won't have any issues either.
Thanks for the info, much appreciated.
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