topic Re: Vpn in Broadband

VPN problems

Darren1068 — Thu, 03 Oct 2024 08:32:00 GMT

I use Forticluent as a work VPN and since I switched to the new Sky Max hub it won't connect

Re: Vpn

jamesn123 — Tue, 10 Sep 2024 15:24:49 GMT

@Darren1068

Have you disabled Sky Shield?

Re: Vpn

TimmyBGood — Tue, 10 Sep 2024 15:57:24 GMT

@Darren1068

For business VPN through a Max Hub the most likely cause of issues is the Sky deployment of Map-T, so I'll escalate your post.

Re: Vpn

Darren1068 — Tue, 10 Sep 2024 16:06:34 GMT

Yes sky shield is disabled . It was fine at first then around 2 weeks ago it just started blocking my VPN . Spoke to works IT and they said there are quite a few having issues with the new Sky max hub and it's something to do with settings they have changed recently

Re: Vpn

TimmyBGood — Tue, 10 Sep 2024 16:29:06 GMT

@Darren1068 wrote:

Spoke to works IT and they said there are quite a few having issues with the new Sky max hub and it's something to do with settings they have changed recently

It's the introduction of 8:1 IPv4 Map-T for Sky Max Hub users (which is an external core network transport change rather than 'settings')

Re: Vpn

Darren1068 — Tue, 10 Sep 2024 16:58:48 GMT

I have reported it to Sky . Not sure what they will do about it

Re: Vpn

TimmyBGood — Tue, 10 Sep 2024 17:48:41 GMT

@Darren1068

For Map-T issues, the solution is to move the circuit to your address onto a permanent 1:1 mapping, so giving it a 'real' external IP.

Re: Vpn

Darren1068 — Mon, 16 Sep 2024 08:44:37 GMT

So I have contacted Sky about the VPN issues again today

got a very dismissive person on the phone telling me it's my issue and not SKY and they can't do anything about it

strange as my VPN will connect to any other WIFI other my i oh em through Sky max hub

Re: Vpn

MW230 — Mon, 16 Sep 2024 10:38:00 GMT

I'm the same, raised on this forum last wednesday, still waiting for a developer to look at it. I went through my work who did all the checks there end then sent me this. 'you need to opt out out of IP sharing (map-T/CGNAT). My issues started after receiving the new Sky white hub after having fibre installed.

Re: Vpn

Tom-W19 — Mon, 16 Sep 2024 11:06:34 GMT

Hi @Darren1068

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Vpn

Desi2 — Mon, 16 Sep 2024 11:36:24 GMT

I am having the same issues with white SKY MAX HUB AND WORK VPN, if the work around is moving from 8:1 to 1:1 how do I do that

Re: Vpn

TimmyBGood — Mon, 16 Sep 2024 12:00:19 GMT

@Desi2

That's something Sky has to do at their end, so I've escalated your post.

Re: Vpn

Darren1068 — Tue, 17 Sep 2024 06:39:35 GMT

I was contacted by Sky and they went through more things to try and get the VON connected and the last thing was asking me to get my IT department to check some settings , which was not an easy task so I had to come out of the conversation . I now have the information they asked for but can't join the conversation again . The company I work for employs 11000 people so asking about just my VPN isn't a quick process unfortunately

Re: Vpn

-rpnz- — Tue, 17 Sep 2024 10:30:27 GMT

Customers can "opt-out" of IPv4 address sharing automatically themselves by enabling one of the following features on the Sky Max Hub:

UPnP
DMZ
Port Forwarding
Port Triggering

This will cause a brief disconnect, following which you will be given a different IPv6 prefix along with a whole IPv4 address. This should show up on the Sky Hub WAN status page as using "MAP-T 1:1".

[If you have no specific requirement for DMZ, or Port Forwarding/Triggering, then I'd suggest only enabling UPnP to trigger this journey.]

This will fix all issues related to IPv4 address sharing, which may include some VPN issues, specifically with GRE-based VPNs such as PPTP.

If customers are still having issues with other VPNs after this, then there are two possible resolutions:

Your IT team can reconfigure the VPN to avoid fragmentation (both of the encrypted payload and authentication packets); or
MAP-T needs to be disabled on your line, for which this can only be done via escalation within Sky.

Re: Vpn

-rpnz- — Fri, 20 Sep 2024 09:29:28 GMT

@-rpnz- wrote:
Your IT team can reconfigure the VPN to avoid fragmentation (both of the encrypted payload and authentication packets);

To add more detail on this point, to assist any IT teams reading this thread:

The issue is that our MAP-T border relay is currently unable to translate fragmented UDP packets that have a zero checksum.

If VPN configuration can be applied to generate a non-zero checksum, that would mitigate the issue, as would avoiding fragmentation entirely.

If configuration has been applied to ensure 1500 byte packets are being sent without fragmentation and the issue persists, please try reducing this to 1480 bytes.

If the VPN does not encapsulate payload using UDP, then it's not hitting this specific issue.

We are expecting to be able to resolve this issue our side with a future firmware update from our vendor.

Re: Vpn

ITTT — Wed, 25 Sep 2024 12:46:18 GMT

Hi TimmyBGood,

I think I have the same problem, can't connnect to VPN with my company laptop.

I have tried other potential solutions but none of them has helped.

I found this discussion and hope this would reolve my issue, too.

Can you help to escalate my probelm and get Sky remove me from the MAP-T sharing, please?

Re: Vpn

Darren1068 — Wed, 25 Sep 2024 14:20:04 GMT

Mine was escalated and I was contacted but they were not very helpful blaming my company and the VPN they use ,which is strange because I can use it on other peoples WIFI (Not the Sky max hub )

if it doesn't get sorted I will be changing provider

Re: Vpn

ITTT — Mon, 30 Sep 2024 20:29:48 GMT

Hi -rpnz-,

Can you please help to escalate this for me as I'm still struggling to use my VPN connection.

(Tried multiple tricks described here and in other channels but it simly doesn't work with my Sky internet.)

Thank you in advance.

ITTT

Re: Vpn

Chrisee — Mon, 30 Sep 2024 20:32:40 GMT

@ITTT please confoirm you have a white Sky hub and you have switched UPnP on as explained here UPnP set up

Re: Vpn

ITTT — Mon, 30 Sep 2024 20:43:03 GMT

Thanks Chrisee,

Yes, both are true.

All the best,

ITTT