Please Help - cannot connect to SonicWall VPN, Sky WiFi Max hub seems to be the issue

[AlexF39]

Hi - I work remotely and am required to use SonicWall VPN, however this all of a sudden stopped working a couple of weeks ago ( will not connect at all).

For clarification, I have the WiFi Max Hub and my broadband connection is fine and stable, and it has worked on the router before. I did have a new router sent out and it worked at first, however when I attempted to connect to the VPN on the next day it was not working again. I did check the router log and something in the software did seem to change overnight which I'm thinking may be the issue, but have no idea how to sort this. My works IT department are also all out of ideas and have suggested trying a 3rd party router but would rather not go down this route if possible! 

[mae-3]

@AlexF39 

It is a routing issue with the Sky system I'd join Zen Internet they know how to route correctly.

[Chrisee]

@mae-3 its not necessarily a routing issue it is likely to be related to the way Sky are assigning IP4 addresses with the Wifi Max hub which now uses a system called MAP-T at a 8:1 ratio. Switching to a 1:1 set up should clear the issue.. 

@AlexF39 I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

[AlexF39]

Thanks Chrisee!

[AlexF39]

Thanks for escalating this, is there a timeframe in which Sky would usually contact me or just a wait and see approach? Sorry for the extra question, never used this forum before!

[Tom-W19]

Thanks for escalating. We've sent an invite to @AlexF39.

[-rpnz-]

Hi @AlexF39 

If you don't mind going back to your IT dept., you can pass on the recommendation:
"If possible, configure the VPN to avoid fragmentation of the key/certificate exchange, as well as the encrypted payload by lowering the MTU on the VPN tunnel interface, and implementing TCP MSS adjusting to fit the lower MTU.".


We are looking into a long-term solution for this across the board, but in the meantime we can implement a workaround for you specifically on our side, for which I'll DM you to arrange.

[Rachel125]

Hi @Tom-W19  , I am using an SR213 router from Sky that is now on MAP-T, and I am having issues connecting to my IPSec VPN for work. I.T. has confirmed that the MTU and fragmentation options are set correctly. Sky users with older routers do not have issues connecting to the work VPN. 

[TimmyBGood]

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@Rachel125 wrote:

I am using an SR213 router from Sky that is now on MAP-T

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The likely solution is for Sky to put that particular broadband connection onto a 1:1 mapping rather than the default 8:1

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

I'll escalate your post.

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @Rachel125 to chat.

[Emziecat73]

Hi @TimmyBGood  @Mr+Flibbles+86 , I am having issues connecting to my SonicWall IPSec VPN for work. I.T. has confirmed that the MTU and fragmentation options are set correctly. I.T. suggests that the issue is due to MAT-T. Can you help me fix this issue?

[Chrisee]

@Emziecat73 I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye onnthe forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

[Lisa-P1987]

Hi there @Emziecat73 , 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

[JAX474]

Hi

I am having trouble connecting to my sonic wall VPN using a Sky router. My IT department have confirmed they have done everything suggested in the chat. Please can this be escalated urgently as I need to access for work. I was using Sonic Wall without any issues until 27 June. Since then it has not worked. We had a work around but this is being decomissioned in the next few days.

Thanks

[TimmyBGood]

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@JAX474 wrote:

I am having trouble connecting to my sonic wall VPN using a Sky router. 

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Are you using a white Sky Max Hub?