Connection issue - Citrix Workspace - WFH - VPN - New Hub Blocking connections / Firewall?

[Darryl450]

Hi,

I require urgent assistance with my issue.

I'm a new customer to Sky with a brand new hub but I'm having an issue with my work laptop connectivity, specifically connecting to Citrix which allows me to use my works remote desktops etc.

I have tried every single change to the router settings that I've found on this forum to which it still will not work.

Such as UPnP, DMZ, firewalls off, IPv6 off, using WPA2 security, MAP-T Sharing Ratio: showing as 1:1, broadband shield disabled

What more can I do?

I have found that connecting directly from my Openreach ONT via WAN ethernet into my Cisco device that it allows me to  get onto my work network and Citrix works fine. But that means I don't have any Wifi/connectivity at home to other devices. It just will not work via the Sky Hub. This proves that it's the hub blocking connections somehow.

I have called and been told it's being looked at however I need this looked at asap as I work from home. I have also filled out the VPN issues form that I stumbled across.

If anyone can please escalate this matter I would be very greatful. I feel I have tried all I can my side and investigated when I shouldn't have to go through this as a new customer. Overdid the name in the title to make it aware for others once a solution is found.

[TimmyBGood]

@Darryl450 

The issue is almost certainly the Sky implementation of Map-T on the Max Hub: unfortunately changing the mapping to 1:1 doesn't appear to resolve it.

[Darryl450]

Thanks for the response however I need this fixed.

Are you able to escalate this for me?

I'd be very greatful.

[Tom-W19]

Hi @Darryl450 

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

[Thomas9797]

I am having a similar issue with this and would like to know how this has been resolved please.

[Chrisee]

@Thomas9797 the specific issue applies to the white Sky Max hub and in some cases can becresolved by implementing UPnP as explained here UPnP set up

If that does not work for you complete this form https://forms.office.com/e/kk1gCkWsRb?origin=lprLink

[Addie15]

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Darryl450]

Still no solution as of yet. I've tried all the suggested setting changes. I don't have time to wait for the results of a form when I need it for work. Second hand previous gen hub is on the way to me, I'll use that instead.

[Darryl450]

Just to finalise this topic, the issue has been resolved by Sky Network Team by disabling MAP-T entirely.

Thank you to all involved.

[KAVITHA123]

I have been having the same issue for weeks also and filled that ms form in but heard nothing and the sky helpline couldn't solve. Is this now fixed for everyone using this new white box or does it require a case by case fix? Can someone help sort mine also if needed?

thanks

[KAVITHA123]

Please can mine be sorted by Sky tec team like it was for a similar customer in post here:

appears Sky tech team   has been resolved by Sky Network Team by disabling MAP-T entirely.

 https://helpforum.sky.com/t5/Broadband/Connection-issue-Citrix-Workspace-WFH-VPN-New-Hub-Blocking-co... 

[Chrisee]

@KAVITHA123 we are advised a potential fix is under review but currently it is still case by case as far as I am aware. The team handling the forms are not customer facing and have other duties. If you submitted the form in the last couple of weeks you could be in the queue as people are on holiday. 

I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to see if they can get you any information. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

[Mr+Flibbles+86]

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

[neil168]

My work laptop will also not connect to the SKY hub directly by WIFI. I say directly as I also have a TP link conected to the SKY hub, which the laptop will connect to. I assume it is some sort of firewall issue. My wife also has issues with slow running when connected. We had none of these issues with BT.

Help please.

[Chrisee]

@neil168 that does not sound like the same issue as being discussed in this thread which is related to compant VPN issues.

If you have a white Sky hub try changing the WiFi security setting for the hub in the My Sky app from WPA3-T to WPA2 which helps some devices connect directly. Slow wifi speeds are normally related to low signal level in the room the device is being used. Sky do sell a pscksge that can get you up to 3 matched wifi pod extenders called WiFi Max see https://www.sky.com/help/articles/sky-wifi-max