topic Re: VPN Problems with Sky Max Hub in Broadband

VPN Problems with Sky Max Hub

HannahM — Sat, 09 Nov 2024 13:04:07 GMT

Hi, i've read quite a few posts on here regarding the issues people are having connecting to VPN's after they start using the Sky Max Hub. One solution suggested was 'MAP-T needs to be disabled on your line, for which this can only be done via escalation within Sky' but how do you escalate the issue? I tried phoning sky but unfortunately they did not seem to know of the issue.

I have followed the steps to enable UPnP on a white Sky WiFi Max hub, and it now shows MAP-T Sharing Ratio 1:1 in the router settings, but this has not solved the issue. Broadshield shield has been disabled also. How do i escalate this within Sky?

thanks

Re: VPN Problems with Sky Max Hub

Highlinder — Sat, 09 Nov 2024 15:16:42 GMT

@HannahM I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

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

Re: VPN Problems with Sky Max Hub

HannahM — Mon, 11 Nov 2024 13:26:29 GMT

Thanks for this, how long does it usually take for them to get in contact.

Re: VPN Problems with Sky Max Hub

Chrisee — Mon, 11 Nov 2024 13:46:26 GMT

@HannahM Sky sre having system issues today you may find using this form faster https://forms.office.com/e/kk1gCkWsRb?origin=lprLink it goes directly to the team who do the work.

Re: VPN Problems with Sky Max Hub

HannahM — Mon, 11 Nov 2024 14:19:07 GMT

Ok thanks. From that form do they contact you or notify you if they are doing anything to resolve it?

Re: VPN Problems with Sky Max Hub

m477 — Tue, 12 Nov 2024 12:06:12 GMT

Hi. I too am having issues with VPN connectivity since the white Sky Max hub was installed at the weekend. It's stopping both myself and wife from working from home. I enabled uPNP yesterday and ratio is now showing 1:1 but same issues persist.

I have completed the MS Forms questionnaire with details but can this be escalated for me here too please, to opt-out of MAP-T sharing on the new line.

Thanks

Re: VPN Problems with Sky Max Hub

TimmyBGood — Tue, 12 Nov 2024 12:51:17 GMT

@m477 wrote:

I have completed the MS Forms questionnaire with details but can this be escalated for me here too please, to opt-out of MAP-T sharing on the new line.

I've escalated your post, but it's unclear if Sky has a mechanism for opting out of Map-T entirely.

Re: VPN Problems with Sky Max Hub

m477 — Tue, 12 Nov 2024 12:59:54 GMT

Thanks. From other posts on here (e.g. this one by rpnz - https://helpforum.sky.com/t5/Broadband/VPN-problems/m-p/4752617#M422425) I'm hoping they can disable it on specific lines or have a workaround they can apply, otherwise I'll have to cancel my new fibre and go elsewhere, after 20 odd years with them.

Thanks for escalating.

Re: VPN Problems with Sky Max Hub

HannahM — Tue, 12 Nov 2024 13:00:27 GMT

Hi, if thats the case would you need to change provider to solve the issue ?

Re: VPN Problems with Sky Max Hub

Addie15 — Tue, 12 Nov 2024 13:09:30 GMT

Hi there! Thank you for escalating this. We have sent an invite to @m477.

Re: VPN Problems with Sky Max Hub

HannahM — Tue, 12 Nov 2024 13:11:47 GMT

hi, can you send an invite to me too please, - it was escalated the other day but have heard nothing?

Re: VPN Problems with Sky Max Hub

Addie15 — Tue, 12 Nov 2024 13:15:50 GMT

Hi @HannahM, we have no sent the invite.

Re: VPN Problems with Sky Max Hub

AB86 — Tue, 12 Nov 2024 22:13:49 GMT

Hi, exactly the same position for myself. Was on the phone to Sky for a whole 1.5 hrs today. Tried hard reset, enabled upnp which changed ratio from 8:1 to 1:1, amended security level, disabled shield etc. Still nothing. The person I spoke to pretty much had nowhere to go and gave up. It was exhausting.

Can this be escalated pls?

Re: VPN Problems with Sky Max Hub

AB86 — Tue, 12 Nov 2024 22:16:25 GMT

@Addie15

Re: VPN Problems with Sky Max Hub

Chrisee — Wed, 13 Nov 2024 06:40:29 GMT

@AB86 there is a team managing this issue this form goes directly to them https://forms.office.com/e/kk1gCkWsRb?origin=lprLink

Re: VPN Problems with Sky Max Hub

Chrisstreetcbl — Tue, 19 Nov 2024 21:19:09 GMT

Hello,

I too am experiencing the same problem, we phoned today however the advisor was unable to help. Am I able to have our issue escalated aswell

thank you

Re: VPN Problems with Sky Max Hub

KerriT — Wed, 20 Nov 2024 10:46:14 GMT

I am experiencing the same and the options I was given were port forwarding or DMZ enabling which my IT team are not happy with. His response

Not with the sky router but they will be able to show you how to do this on your router but don't leave it on after you finish with the vpn as dmz basically means switch off all security controls, firewall, antivirus and open everything to the Internet.

I am surprised they suggested that as it's the most unsafe thing you can do.

Those suggestions indicate that their router is simply a cheap home router that doesn't support vpn and they have to suggest work arounds. Port forwarding is for someone connecting to you not you connecting to your office.

I have tried again to phone Sky with this feedback but hit a brick wall. Refused to allow me to go back to the Sky broadband I had previously.

Please escalate this.

Re: VPN Problems with Sky Max Hub

TimmyBGood — Wed, 20 Nov 2024 11:47:48 GMT

@KerriT wrote:

Those suggestions indicate that their router is simply a cheap home router that doesn't support vpn and they have to suggest work arounds.

That isn't a correct understanding: the issue is with a fundamental external network change supported by the Max Hub rather than being inherent to the Max Hub itself. All ISP routers are inevitably somewhat 'cheap', though, because on the scale of Sky or BT/EE they have to be manufactured by the million.

I'd suggest directing the attention of your IT Department to this article:

https://www.ispreview.co.uk/index.php/2024/06/isp-sky-broadband-uk-deploying-ip-address-sharing-via-map-t.html

Note that neither application of a DMZ or port forwarding will resolve the situation regarding business VPNs, so aren't worth pursuing in this context. 'Civilian-grade' SSL VPN appears to be unaffected by Map-T.

Sky is requesting that affected users fill in the online form linked in previous posts.

Incidentally, setting up a 'de-militarised zone' is unrelated to antivirus protection because that doesn't happen at a router level.

Re: VPN Problems with Sky Max Hub

Lisa-P1987 — Wed, 20 Nov 2024 11:33:48 GMT

Hi there KerriT , 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 Problems with Sky Max Hub

HannahM — Sat, 23 Nov 2024 13:10:15 GMT

Hi, this looks to have been resolved after escalating to a sky advisor on here. They were able to take the issue to the network team who then disabled MAP-T - when i go into the router/hub settings can see no mention of MAP-T anymore, it previously said MAP-T was enabled but this is no longer there. May not work for everyone - my VPN is FortiClient - but has solved the issue for me. Advisor also said a firmware update is due by the end of the year which should solve the issue