topic Re: Unable to connect to work VPN in Broadband

Unable to connect to work VPN

Wellyboot29 — Wed, 04 Sep 2024 14:13:42 GMT

I am now unable to connect to my work VPN. Our IT team have done all the checks their end and have come to the conclusion that Sky's router is the issue. How can I get this fixed asap? I have had no issues until the past week. I have Sky Broadband Hub.

Re: Unable to connect to work VPN

jamesn123 — Wed, 04 Sep 2024 14:24:06 GMT

@Wellyboot29

Has anything changed in your setup or connection? Seems weird it would just stop working after being fine for so long unless your company has made a change

Re: Unable to connect to work VPN

Wellyboot29 — Wed, 04 Sep 2024 14:29:43 GMT

Not that I am aware of. I've just tried turning off IPv6 on the LAN and after 4 attempts it finally connected. I will see if it becomes any easier.

The IT team have spent a considerable amount of time checking everything their end, it gets the intial connections but then fails for everything else.

Tracing route to 217.33.55.14 over a maximum of 30 hops

1 3 ms 2 ms 1 ms SkyRouter.Home [XXX.XXX.X.X]
2 13 ms 14 ms 12 ms 2.127.238.242
3 13 ms 12 ms 14 ms 2.120.15.109
4 12 ms 12 ms 13 ms 2.127.241.41
5 13 ms 14 ms 15 ms core1-hu-0-12-0-7.colindale.ukcore.bt.net [62.172.103.171]
6 12 ms 12 ms 12 ms acc1-hu0-6-0-0.colindale.ukcore.bt.net [213.121.193.119]
7 19 ms 19 ms 20 ms ftip002865027-ms-fo.l-nws.21cn-ipp.bt.net [62.7.106.133]
8 * * * Request timed out.
9 * *

Re: Unable to connect to work VPN

Crystal8 — Wed, 04 Sep 2024 16:19:56 GMT

I am having the exact same issue and nothing has changed (it just won't connect to the VPN)

Re: Unable to connect to work VPN

Wellyboot29 — Wed, 04 Sep 2024 16:29:34 GMT

@Crystal8 everything has suddenly started working in the past 20 minutes, I've even turned on and off and connected again to see if its a fluke. I will have to try again tomorrow but it definitely seems like something has changed, either Sky getting constant errors their end when I've tried to connect or my work IT have altered something (I doubt it, no one else was having issues).

Re: Unable to connect to work VPN

Crystal8 — Thu, 05 Sep 2024 22:02:52 GMT

Unfortunately, my issue is still ongoing.

It's definitely a sky issue as I can connect to VPN using my phone to hotspot.

Re: Unable to connect to work VPN

Wellyboot29 — Fri, 06 Sep 2024 07:57:48 GMT

@Crystal8 oddly the only thing I changed was telling Spotify to not launch on start-up, every since then it seems to be connecting fine.

Re: Unable to connect to work VPN

KevNewMedia — Mon, 09 Sep 2024 13:02:04 GMT

Hi @Wellyboot29 and @Crystal8

Thank you for using the Sky Community 😀

So that we can investigate the problem, can I ask a few questions, please?

What's the name of the VPN?
What is the date of the last update for the VPN?
What date were you last able to connect?

@Wellyboot29 I see some changes to Spotify have impacted this? Is that still the case?

Re: Unable to connect to work VPN

Wellyboot29 — Wed, 25 Sep 2024 08:22:01 GMT

The issue with the VPN is reoccuring. It can connect but it takes about 72 attempts before the prompt comes through via Microsoft Authenticator. Our work IT insist they have done nothing to their servers, and it uses the basic built-in Windows VPN. They believe a recent update to the Sky Hub has caused this problem, and I think they are correct as it worked flawlessly for over a year before August.

Re: Unable to connect to work VPN

Crystal8 — Wed, 25 Sep 2024 08:28:26 GMT

The vpn is forticlient.

I don't have access to when it was last updated.

It are adamant nothing has changed and the only people having issues connecting are Sky customers.
I was last able to access it on 30th August.

Re: Unable to connect to work VPN

Wellyboot29 — Thu, 03 Oct 2024 09:18:29 GMT

Same here, our IT are reporting it is only those with Sky Broadband having issues. If I go into the office and don't use the lan connection, I connect to the VPN instantly using BT Broadband.

Re: Unable to connect to work VPN

Wellyboot29 — Thu, 03 Oct 2024 09:20:19 GMT

It has taken 12 attempts to connect this morning, across both my 5G and 2Ghz channels and after a router reboot. It's definitely a Sky issue.

Re: Unable to connect to work VPN

Sophie1912 — Thu, 03 Oct 2024 09:39:23 GMT

I am having the exact same issue. I use Forticlient also. Any help would be appreciated. I have turned broadband shield off and now I'm just thinking it's the Mcafee security that's left on, but I can't turn that off online. Sky need to do it but as per I'm awaiting a phone call for them to do this to the account.

Re: Unable to connect to work VPN

TimmyBGood — Thu, 03 Oct 2024 10:32:57 GMT

@Sophie1912 wrote:

I'm just thinking it's the Mcafee security that's left on, but I can't turn that off online.

There hasn't been a promotional link between Sky Broadband and McAfee for years, and it was always a local download and installation rather than being online.

Re: Unable to connect to work VPN

Wellyboot29 — Thu, 03 Oct 2024 10:27:02 GMT

I have none of those security software packages installed, just the standard Windows firewall and we use the built-in VPN. I never had issues until the past 2 months and I've worked from home for over 2 years on and off. I imagine the router has been updated and that's causing the issues.

Re: Unable to connect to work VPN

Sophie1912 — Thu, 03 Oct 2024 15:42:00 GMT

Well there is currently one attached to my package so they must have re-introduced them. Coinsidently if it a new promotional addition and now this issue is happening to new and existing customers it would indicate to me that it's the potential culprit.

Re: Unable to connect to work VPN

TimmyBGood — Thu, 03 Oct 2024 16:36:14 GMT

@Sophie1912

If you didn't knowingly download and install a McAfee software bundle several years ago then it's not relevant (and you should check you aren't paying for any such thing)

McAfee is local antivirus/malware protection: it's not an upstream filtering product. There's no new promotion, as the 'broken management tool' message would probably indicate.

Re: Unable to connect to work VPN

Sophie1912 — Thu, 03 Oct 2024 16:49:31 GMT

I only became a Sky customer on 17th September. I previously used BT Broadband and had no issues with my VPN connection. The only difference with my set up is Broadband shield which I have turned off and Mcafee. I don't pay for a subscription, it's part of my package.

Re: Unable to connect to work VPN

TimmyBGood — Thu, 03 Oct 2024 17:42:28 GMT

@Sophie1912

If you have a white Max Hub then there's a substantial upstream difference in the way broadband is being delivered.

Re: Unable to connect to work VPN

Wellyboot29 — Fri, 04 Oct 2024 08:15:52 GMT

Cannot connect to the VPN again today. Getting sick of this.