topic Sky Gigafast blocking work VPN in Broadband

Sky Gigafast blocking work VPN

Coco2812 — Tue, 13 Aug 2024 09:39:30 GMT

Hi,

I recently joined Sky on their Gigafast broadband and since joining, I have been unable to access my work VPN. Whenever I try and access it, I get the below message:

The VPN connection between your computer and the VPN server could not be completed. The most common calls for this failure is that at least one Internet device (for example of firewall or router) between your computer and the VPN server is not configured to allow generic routing encapsulation (GRE) protocol packets. If the problem persists contact your network administrator or Internet service provider.

I have contacted my IT team who are unable to do anything and I have also contacted Sky twice about the issue who were unable to solve the problem, despite disabling the security and resetting the router 3 times.

I wanted to just check here as well, in case there is anything I am missing. If not, might have to change provider!

If it helps, the VPN I use is Cisco, I believe.

Thanks in advance.

Re: Sky Gigafast blocking work VPN

cookiemonsteruk — Tue, 13 Aug 2024 09:44:02 GMT

@Coco2812

What are your broadband shield settings?

Go to your my sky app -> product settings-> broadband shield and try disabling it

Re: Sky Gigafast blocking work VPN

TimmyBGood — Tue, 13 Aug 2024 10:33:26 GMT

@Coco2812

The solution could be for Sky to set up your connection on 1:1 Map-T because the default 8:1 may cause issues with some business VPNs

This requires intervention by the appropriate team, so I'll escalate your post.

Re: Sky Gigafast blocking work VPN

Coco2812 — Tue, 13 Aug 2024 09:51:26 GMT

Hi,

Thanks for replying, I have disabled the Broadband Shield and no luck unfortunately!

Re: Sky Gigafast blocking work VPN

Coco2812 — Tue, 13 Aug 2024 09:51:54 GMT

Great, thank you - much appreciated!

Re: Sky Gigafast blocking work VPN

Lisa-P1987 — Tue, 13 Aug 2024 10:11:41 GMT

invThanks for escalating this. We’ve sent Coco2812 an invite to chat.

Re: Sky Gigafast blocking work VPN

HiHowAreYa — Tue, 13 Aug 2024 11:25:03 GMT

@Coco2812

You have to setup VPN portforwarding yourself, through the musky.app.

Open the musky.app

Product Settings

Max Hub

Advanced Settings

Port Forwarding

Add Port Forwarding Rule

Choose the device the VPN traffic is supposed to go to

Input the port number and protocol

Save

Re: Sky Gigafast blocking work VPN

TimmyBGood — Tue, 13 Aug 2024 11:32:43 GMT

@HiHowAreYa

If Map-T is the issue, port forwarding probably won't be a resolution (and may itself be affected by Map-T)

Re: Sky Gigafast blocking work VPN

HiHowAreYa — Tue, 13 Aug 2024 11:42:16 GMT

I setup the port forwarding on the new sr213 max hub last week. There is no issue.

Re: Sky Gigafast blocking work VPN

TimmyBGood — Tue, 13 Aug 2024 11:48:12 GMT

@HiHowAreYa wrote:

There is no issue.

I said 'may be', which is what we've been advised by Sky.

Issues with Map-T arise where specific functionality requires a truly unique public IPv4 address.

Re: Sky Gigafast blocking work VPN

JamieTucker — Fri, 23 Aug 2024 14:51:07 GMT

Hi, I have also been having an issue with my VPN not connecting to the broadband.

I called my IT today who ran a check over my laptop and they've reported that the broadband connection is "dropping all GRE protocol packets" - I called sky but the gentleman didn't know what I was talking about.

If I can't get this sorted then I may have to change providers. Please help.

Re: Sky Gigafast blocking work VPN

TimmyBGood — Fri, 23 Aug 2024 15:07:45 GMT

@JamieTucker

Are you using a white Max Hub?

Re: Sky Gigafast blocking work VPN

JamieTucker — Fri, 23 Aug 2024 15:15:58 GMT

Hi @TimmyBGood, I am indeed! I have turned off the sheild, and have changed all the settings suggested already

Re: Sky Gigafast blocking work VPN

TimmyBGood — Fri, 23 Aug 2024 15:18:22 GMT

@JamieTucker

I'll escalate your post as a potential candidate for 1:1 Map-T

Re: Sky Gigafast blocking work VPN

JamieTucker — Fri, 23 Aug 2024 15:20:20 GMT

@TimmyBGood Thank you !

Re: Sky Gigafast blocking work VPN

Addie15 — Sat, 24 Aug 2024 07:36:12 GMT

Hi there! Thank you for escalating this. We have sent an invite to @JamieTucker.

Re: Sky Gigafast blocking work VPN

Ba_Lamb90 — Tue, 27 Aug 2024 14:23:55 GMT

I have not been able to connect to VPN since I joined SKY in June 2024 - I have the white Sky Max Hub and Sky Stream TV.

The error message on VPN connection is also "Generic Routing Encapsulation (GRE) not enabled."

My IT Department have checked everything and said the only thing it could be is the Router.

I have changed all settings as advised by SKY, spoken to SKY customer support on numerous occasions and received a new router. Nothing has helped so far and it wasn't an issue with my previous provider.

If I can't access the VPN I can't work. No work = no pay so I will have to change provider too if SKY can't sort this issue out soon.

Here's hoping 🤞

Re: Sky Gigafast blocking work VPN

Wellyboot29 — Fri, 04 Oct 2024 08:32:36 GMT

I don't have a white hub, just the black one and I've had trouble connecting to the work VPN for two months. Sometimes it works, sometimes it doesn't. Today it isn't working at all. Work's IT say it is the sky router causing the issues and they've only had Sky Broadband users report this issue. Sky must have changed something around July/August and it's making working from home a nightmare. It's a standard built-in windows VPN.