topic Re: Map-T update causing Sonicwall VPN issues in Broadband

Map-T update causing Sonicwall VPN issues

Helpmemark — Tue, 22 Oct 2024 15:53:14 GMT

MAP-T issue. I am unable to connect to my VPN. My IT department think this needs to be disabled, Sky help people on the phone are saying they can't help, and I need to message on here to get them to MAP-T on 1 to 1 mapping.

Re: Map-T update causing Sonicwall VPN issues

jamesn123 — Tue, 22 Oct 2024 15:57:36 GMT

@Helpmemark

Sonic wall VPN issues are a bit more special compared to other VPNs people have been having issues with. You'll need to speak to Sky directly about it, we can escalate your post on the forum to chat with a Sky rep.

Re: Map-T update causing Sonicwall VPN issues

cookiemonsteruk — Tue, 22 Oct 2024 16:00:45 GMT

@Helpmemark

@jamesn123 i think sonic wall need to be escalated as they have rolled out an update to sky . Just waiting 10 minutes before escalating

Re: Map-T update causing Sonicwall VPN issues

Helpmemark — Tue, 22 Oct 2024 18:15:25 GMT

Oh ok great thank you, how do i get to see the chat? I am willing to do whatever I can to make this work, as its now really starting to hamper my ability to actual operate/work from my home office. Thank you in advance.

Re: Map-T update causing Sonicwall VPN issues

cookiemonsteruk — Tue, 22 Oct 2024 18:55:57 GMT

@Helpmemark

Its a red and blue chat bubble. Here's what to look for

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Re: Map-T update causing Sonicwall VPN issues

Helpmemark — Tue, 22 Oct 2024 20:50:25 GMT

OK thanks for this, will keep an eye out for it.

Re: Map-T update causing Sonicwall VPN issues

cookiemonsteruk — Tue, 22 Oct 2024 20:57:50 GMT

@Helpmemark

Forgot to add use a chrome browser

Re: Map-T update causing Sonicwall VPN issues

Lisa-P1987 — Wed, 23 Oct 2024 07:57:16 GMT

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

Re: Map-T update causing Sonicwall VPN issues

Addie15 — Mon, 28 Oct 2024 14:57:21 GMT

Update-We have now closed this session, but if there is anything you still need help with, please let us know so we can re-escalate this for you. Thanks.

Re: Map-T update causing Sonicwall VPN issues

Helpmemark — Mon, 28 Oct 2024 15:04:14 GMT

Yes, nothing has been changed, I am still unable to get on the VPN for work, so what do I do next? Sorry, I am just getting rather fustrated that this change has happened without being communicated, and is now so difficult to change back. I spent 3.5hours on the phone with Sky last week, still to no avail!

Re: Map-T update causing Sonicwall VPN issues

jamesn123 — Tue, 29 Oct 2024 10:11:04 GMT

@Helpmemark

What did Sky say on the chat?

Re: Map-T update causing Sonicwall VPN issues

Helpmemark — Tue, 29 Oct 2024 11:32:50 GMT

I didn't get onto the chat befor ethey had gone, as I was in a board meeting at work. would be better to be able to speak to someone on the phone if this can be arranged? or even better, if sky could speak to my IT Department to sort? is this an offer you can provide?

Re: Map-T update causing Sonicwall VPN issues

TimmyBGood — Tue, 29 Oct 2024 11:39:02 GMT

@Helpmemark wrote:

or even better, if sky could speak to my IT Department to sort? is this an offer you can provide?

That's usually not going to happen: while many Sky Broadband subscribers undoubtedly use it for working from home, it's not a business service and there shouldn't be an expectation of business to business support.

Re: Map-T update causing Sonicwall VPN issues

jamesn123 — Tue, 29 Oct 2024 11:41:01 GMT

@Helpmemark

The chat was open for 6 days so it wouldnt have just been during your work meeting.

I've escalated your post to Sky again, make sure you engage with the chat so Sky support can solve your issue.

Re: Map-T update causing Sonicwall VPN issues

Chrisee — Tue, 29 Oct 2024 11:46:34 GMT

@Helpmemark you are not talking to Sky this is primarily a customer-to customer forum. You can of course call in and speak to customer services who should be able to help. The specific route this thread accesses is a chat team who work closely with the forum management team who have set this up the chat link is live for 48 hours. The team cannot make outbound calls they only work via chat escalations and they can only deal with Sky account holders directly.
.

Re: Map-T update causing Sonicwall VPN issues

Helpmemark — Tue, 29 Oct 2024 11:54:01 GMT

One says it sopen for 6 days, another for 48 hours? either way i have not had chance to speak to someone so would be good to get the opportunity again to do so. However, would i need to be at home when I do ge the chance to speak to an expert? If so i will require some proir warning so i can arrange with my business to be able to work form home that day?

I have already been on the phone with the sky support team for 3.5hours last week, and they supposedly said they could not help. so much for customer service.....

Re: Map-T update causing Sonicwall VPN issues

jamesn123 — Tue, 29 Oct 2024 12:03:25 GMT

@Helpmemark

Typically it stays open for 48hrs but in your specific case last time it was Open for 6 days, going off the original post from Sky which was on Wednesday 23rd October and then it was confirmed as closed yesterday which would be 6 days.

I've already escalated it again for you so the chat invite will appear at some point today. From that point you'll have around 48hrs, possibly more depending on when the chat advisor decides to close the chat for inactivity.

Re: Map-T update causing Sonicwall VPN issues

Helpmemark — Tue, 29 Oct 2024 12:22:20 GMT

ok super, i will wait and see, thanks for this.

Re: Map-T update causing Sonicwall VPN issues

Addie15 — Tue, 29 Oct 2024 13:02:12 GMT

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