New Customer - VPN issues

[Mo26]

I am having the same issue here. Spoke to a lot of agent in sky and looks like they don't have any care for the customer to fix the issue. My ratio is at 1:1 but still not working. 

[cefraser88]

Same here. 

I've cancelled my contract as was within my 14days (it had been 5) and have gone back with previous provider.

[Mo26]

I was considering the same option but was already outside of the cooling off period. 
What to do is to get every agent you speak with to send an email again to the network team. My issue has now been fixed and hopefully I won't need to chase them again

[FearlessFish]

Hi @MotherEvans ,

I have exactly the same problem. I work from home, recently switched to Sky and now can't connect to my company VPN. 

Did you find a solution to this?  Where do I find uPnP settings?

So far I've disabled IPv6 on my router and switched off broadband shield on my account.

Any help appreciated.

[FearlessFish]

Hi@cefraser88 ,

I've got exactly the same issue. Recently switched to sky.  WFH permanently and can't connect to VPN (AlwaysOn like yours). 

Did you get a resolution to this?

[cefraser88]

Unfortunately not. 

It's the new hardware.

I'm currently running Sky through EE router (waiting to be switched over) and VPN is working no issues. 

Try a 3rd party router maybe. It seems the new white router is the issue. Sorry I can't be of more help

[FearlessFish]

@cefraser88 

Thanks for taking the trouble to reply. It's appreciated. 

This is huge for me. I WFH 5 days a week and the office isn't an option. I never thought VPN would be an issue when I switched over from BT to Sky. It's 2024, after COVID it beggars belief that they shoving out hardware that doesn't support VPN.

Do you know if they intend to resolve it and when?

[cefraser88]

No problem. I am of the same opinion. Why they would release hardware that doesn't support what 70% of businesses now promote , they've lined themselves up to lose a lot of business.

I have no idea about a resolution from sky I called them twice to request and was hung up on on both occasions, so I started the transfer back to BT/EE after that. I hope you get it sorted or if within your 14days I'd consider looking elsewhere for service

[FearlessFish]

Just to add something to the mix.  My wife brought her laptop home. It also uses AlwaysOnVPN and she has connected seamlessly as usual.

So my old BT Home hub was ok for me and her.

The new Sky Max hub works for her and not for me.

Same laptops, same VPN, same places of work.  Go figure.

[Steve395]

I dont want to have to cancel my new SKY services but I work from home so I need this VPN connection. Have now missed a days work as I dont have mobile signal here as a backup. I have tried all the suggestions but they have not helped. MAP-T states 1:1, firewalls are completly off. There are not many more settings available on this router, its very locked down. It was a lot of effort getting my SKY set-up (shipping issues etc) just to then have this issue with the works VPN. I suspect the TV may have to be cancelled too in order to keep packaged costs down if moving back to my old provider is the only short term option. Has anyone been success with using another router and still their new sky BB details; if so which one? Older sky hub that SKY might still be able to ship? The power supply plug I got with this router produces a horribly lould buzzing sound too so I am looking for the specs in order to get a new one, these specs are proving hard to find.

[FearlessFish]

I eventually managed to get through to sky and get them to lodge a ticket with their network team who 2 days later magically fixed the issue remotely. 

Those settings on your router are in their database and when you reset your router it downloads them, so I think they changed the settings in their DB and did a remote reset. Not had VPN problems since. 

I get a higher pitched buzzing from the puck/adaptor after viewing for a while that doesn't go away.

The WiFi is also rubbish, with a very week signal in some rooms, rooms that my old BT home hub had no problem reaching. Unimpressed. Having gone for the max WiFi I expected it to be better. 

[EadyMcc]

Tried this and it hasnt worked

[EadyMcc]

It worked for 1 day and this back to being kicked out again

[Pinhead82]

Afternoon, I am just trying this process.  I have a new white Sky Hub Max.  When I enter the 192.168.01 I get an error message

Hmmm… can't reach this page

myrouter.io’s server IP address could not be found.

Try:

• Checking the connection
• Checking the proxy, firewall, and DNS settings

Any thoughts on why this would be?

[Chrisee]

@Pinhead82 the web address for all Sky hubs is 192.168.0.1 but oon the white Sky hubs the settings are in the My Sky app.if you have a buisness VPN that is not connecting read the post pinned at tge top of the forum which explains what to do.