topic Re: VPN not connecting - new router in Broadband

VPN not connecting - new router

Crezza — Tue, 23 Jul 2024 19:25:40 GMT

We have been with Sky broadband for over 10 years, we recently changes to fibre and subsequently had a new router. Since the new router a has been installed my work VPN has stopped working. It connects however there is no access to work network or any public sites. I have read all of the previous posts on this subject but I just can't work out the issue at all. Same provider, no issues prior to changing across. Work have confirmed it is not an issue their end. The VPN can connect on a Mobile hotspot at home .

Re: VPN not connecting - new router

Chrisee — Wed, 24 Jul 2024 05:54:01 GMT

@Crezza to be able to advise can you confirm which new hub Sky has sent you from the picture on this page https://www.sky.com/help/articles/hub-lights-explained-start

Itvwouldcalso help if you told us what VPN software your employer uses?

Re: VPN not connecting - new router

Crezza — Wed, 24 Jul 2024 16:46:37 GMT

Hi, it's the new Sky Max Hub.. no idea on VPN software unless it's Cisco Anyconnect secure mobility client?
I just find it odd that new router is causing the issues.. there's no other explanation 😔

Re: VPN not connecting - new router

Chrisee — Wed, 24 Jul 2024 16:52:51 GMT

@Crezza I had the opportunity to talk to a Sky contact earlier today who mentioned there have been some other reports about VPN issues with Sky Max so I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get some details from you as there is a setting they need to changecremotely. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

Re: VPN not connecting - new router

TimmyBGood — Wed, 24 Jul 2024 17:07:52 GMT

@Crezza wrote:

I just find it odd that new router is causing the issues.

There are some fundamental differences in the way the Max Hub interacts with the wider internet which may well have a bearing on VPN issues (particularly working from home solutions) and Sky aims to be able to resolve these for affected users through the escalation mechanism which @Chrisee has triggered.

Re: VPN not connecting - new router

Crezza — Wed, 24 Jul 2024 19:28:12 GMT

Thank you so much!

Re: VPN not connecting - new router

Crezza — Wed, 24 Jul 2024 19:28:27 GMT

Thank you!

Re: VPN not connecting - new router

Lisa-P1987 — Thu, 25 Jul 2024 08:45:51 GMT

Thanks for escalating this. We’ve sent Crezza an invite to chat.

Re: VPN not connecting - new router

Crezza — Thu, 01 Aug 2024 07:53:13 GMT

This is now rectified, someone from the IT dept at Sky called and made a tech change to the hub. A known issue which will be fixed sometime this year 😊 Happy with Sky, it took a while but we got there in the end! Lovely chap who called me.

Re: VPN not connecting - new router

Bissi — Thu, 29 Aug 2024 14:37:26 GMT

Hi,

I am having the same problem, I am able to connect to my work vpn, through my broadband with my route (the new white - max hub) is not allowing it to connect.

I can connect to my work vpn with my phone by hotspot. My other devices are working with my broadband.

pleease I need urgent help

Re: VPN not connecting - new router

Bissi — Thu, 29 Aug 2024 14:38:56 GMT

Hello I am having the same problem. Can someone please contact me too

Re: VPN not connecting - new router

Chrisee — Thu, 29 Aug 2024 14:40:52 GMT

@Bissi I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

Re: VPN not connecting - new router

Lisa-P1987 — Fri, 30 Aug 2024 07:50:43 GMT

Thanks for escalating this. We’ve sent Bissi an invite to chat.

Re: VPN not connecting - new router

Addie15 — Sun, 01 Sep 2024 15:01:54 GMT

Update-We are closing this session now, if you need further help please let us know so we can re-escalate this for you. Thanks.

Re: VPN not connecting - new router

Jispy — Tue, 10 Sep 2024 07:59:02 GMT

I have the same issue. Can connect to work VPN but can't access work files/websites. However, the VPN works fine on my phone hotspot.

Work have also confirmed it's not an issue their end. Can I get the router fix?

Re: VPN not connecting - new router

Lisa-P1987 — Tue, 10 Sep 2024 09:15:38 GMT

Hi there Jispy , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

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

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

Re: VPN not connecting - new router

MW230 — Tue, 10 Sep 2024 14:52:44 GMT

I've got the same issue. Upgraded to fibre a few weeks ago so have the new sky hub router and i now can't authenticate via zscaler for work so can't access external websites etc. Work IT have said it's a SKY issue. Any help appreciated.

Re: VPN not connecting - new router

Steve666_beast — Wed, 18 Sep 2024 11:03:02 GMT

Can I please be added to the list of users affected who would like a patch/update to their router. My works ANYCONNECT vpn drops regularly during the day. Thanks

Re: VPN not connecting - new router

Paul_B — Wed, 18 Sep 2024 13:32:55 GMT

I am having the same issue connecting to work vpn. I can connect to work vpn on mobile hotspot, but not via the laptop vpn connection. My IT dept have confirmed the laptop and network connections are all working as expected. Only have an issue when at home. Please can someone help me out?

Re: VPN not connecting - new router

Wossa — Fri, 20 Sep 2024 08:52:51 GMT

Same for me, work has tried everything and it still does not work. turning off Sky Shield makes no difference. As a loss as contactign sky is problematic.