Employer ICT claiming issue at Sky end

[Swan29497]

Hi All

looking for some assistance as have been having ongoing issues with my wife's ICT for weeks and is starting to become stressful for her and worried about losing job.

My wife's work laptop will regularly loose connection when connected via VPN. Have requested change via the sky form but have been advised not issue as using black hub 4. Have submitted form twice as requested by her ICT team just in case.

Have also made change locally so using IPv4 only as per forum guide and turned off broadband shield. 

I also work from home and my (different) employer also uses a Zsclaer VPN with no issues.

My wife's employer continue to insist the problem is with Sky and to go back to them. This is despite the issues still sometimes occurring when my wife tested at her parents with a different provider and using her mobile as a hotspot.

Are there any other final things we can try or ask the ICT team to amend to resolve?

sorry for the long post and thanks for your help!

[JimM1]

@Swan29497 Is this with a wireless wi-fi connection or a wired Ethernet, or even both?

[Darren+Watkins]

I had the same issue.

There is a help section: VPNs and Sky Broadband | Sky Help | Sky.com | Sky Help | Sky.com, try going through that.  My issues turned out to be a dodgy line.

I would also advise turning off Sky Shield.

[Chrisee]

@Swan29497 the particular issue that the form addresses is caused by a type of IP address sharing calledcMAP-T which Sky use on the white Sky hubs. This definitely does not apply to the black SR203 hubs so is a red herring.

Disabling IP6 is not necessary indeed can cause issues with some VPNs Sky have used a dual stack IP4/iP6 for many years without issue. What software is your wife's company using? Is her laptop connected by wifi as you can get issues if the WiFi is poor and is suffering from pscket loss. Many company VPN connection requires acknowlegment of keep alive packets at regular intervals miss one and the connection drops. Wherever possible use direct ethernet connection to the hub where not consider using a technology like powerline adapters or invest in a good quality who home. Wifi mesh system.

[Swan29497]

Thanks all, have been through the above step by step guide and completed all suggestions. Darren how did they establish was the dodgy line in the end?

It is via WiFi but do also have a WiFi mesh solution through the home and no other devices appear to lose connection. We are know looking to order an Ethernet cable to test

[Darren+Watkins]

With mine, the internet was cutting off even when I wasn't using the VPN.  When i looked at the router when it was using the VPN, it was switching between the 2.4ghz and 5ghz.  I think that is another issue as the VPN kept dropping as it was technically disconnecting from the internet.

I know it is a pain in the backside, but I would give Sky Customer Services a call to see if they can see any issues at their end.  It has taken me multiple phone calls and I am on my third router, only to find out there is an issue with my line.