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

[Lisa-P1987]

Hi there, I’ve escalated your post's Benijones and AlexMiller. Our Community Messaging team 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

[Hbilling]

Hi,

we are having the same issue since moving to sky. I cant connect to sonic wall and am having to hotspot from my mobile.

please can you provide us with the workaround. We spent an hour and half on hold today only to be told nothing can be done. If we cant get the workaround we will need to move provider.

kind regards

H

[Ali1711]

Hi, I'm new to SKY broadband and I can't connect to the SonicWall NetExtender. Can you please advise what needs to be done?

[Chrisee]

@Ali1711 & @Hbilling if you have a white Sky Max hub follow the instructions in this post which tells you how to set up UPnP which will cause Sky to switch your hub so Sonic Wall should work. 

[-rpnz-]

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@Chrisee wrote:

@Ali1711 & @Hbilling if you have a white Sky Max hub follow the instructions in this post which tells you how to set up UPnP which will cause Sky to switch your hub so Sonic Wall should work. 

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Sadly I don't think opting out of IPv4 address sharing will fix the VPN types used by SonicWall (IPSec or TLS), it will only help with GRE-based VPNs such as PPTP.

So the technical guidance in this post is the most relevent for SonicWall VPNs, to assist IT teams in resolving the issue their side, or else it needs escalation so that we can disable MAP-T entirely.

[gcstewart1984]

Hi,

I have the same issue as described in this thread, I only signed up for Sky this week,  can this post be escalated so that Sky can resolve this as my IT department cannot make any of the changes and it wasn't made clear that vpns would not work when I signed up for sky

[KMFC-135_79]

I have a same issue when trying to connect to my work's Sonic Wall Global VPN.  I can connect but I am not able to access their shared drive.  However this works if I use the hotspot on my iPhone.   The IT department have said that this is a sky issue.  For clarity I have full Gigafast fibre and are using the Sky Black Router.  My Wife can connect perfectly with her work's VPN client. 

Any help would be appreciated.

[TJowers]

 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 MAP-T. Can you help me fix this issue?

[TimmyBGood]

@TJowers 

Sky advice is to fill in the form linked from the pinned post at the top of this forum.

https://helpforum.sky.com/t5/Broadband/Having-problems-with-a-3rd-party-VPN-and-have-a-Hub-6/td-p/48... 

Apparently this should (eventually) trigger removal of Map-T from the circuit.

[TJowers]

Thanks for that.  Much appreciated

[KMFC-135_79]

Hi

I filled the form in and followed the instructions after the fix was applied but I am still having the same issue daily.  My IT department has said that everything is fine their end and the only remote working folks within the business who are experencing the drop out are those using Sky.

[KMFC-135_79]

Yhis is becoming so frustrating, I have lost connection to the VPN 5 or 6 times today.  Please can the issue be investigated again as a matter of urgency.

[Chrisee]

@KMFC-135_79 in most cases the fix of removing MAP-T has worked noot sure why it hasn't for you. There 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 get this sorted. 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.

[Lisa-P1987]

Thanks for escalating this. We’ve sent KMFC-135_79 an invite to chat.

[Green301]

Heya,

I had a fix applied but I have just moved house and now my VPN won't connect again. Is it possible to apply the fix to my new address?

Thanks

Lisa