Unable to connect to work VPN

[Wellyboot29]

I am now unable to connect to my work VPN. Our IT team have done all the checks their end and have come to the conclusion that Sky's router is the issue. How can I get this fixed asap? I have had no issues until the past week. I have  Sky Broadband Hub.

[jamesn123]

@Wellyboot29 

Has anything changed in your setup or connection? Seems weird it would just stop working after being fine for so long unless your company has made a change

[Wellyboot29]

Not that I am aware of. I've just tried turning off IPv6 on the LAN and after 4 attempts it finally connected. I will see if it becomes any easier.

The IT team have spent a considerable amount of time checking everything their end, it gets the intial connections but then fails for everything else.

Tracing route to 217.33.55.14 over a maximum of 30 hops

1 3 ms 2 ms 1 ms SkyRouter.Home [XXX.XXX.X.X]
2 13 ms 14 ms 12 ms 2.127.238.242
3 13 ms 12 ms 14 ms 2.120.15.109
4 12 ms 12 ms 13 ms 2.127.241.41
5 13 ms 14 ms 15 ms core1-hu-0-12-0-7.colindale.ukcore.bt.net [62.172.103.171]
6 12 ms 12 ms 12 ms acc1-hu0-6-0-0.colindale.ukcore.bt.net [213.121.193.119]
7 19 ms 19 ms 20 ms ftip002865027-ms-fo.l-nws.21cn-ipp.bt.net [62.7.106.133]
8 * * * Request timed out.
9 * *

[Crystal8]

I am having the exact same issue and nothing has changed (it just won't connect to the VPN)

[Wellyboot29]

@Crystal8 everything has suddenly started working in the past 20 minutes, I've even turned on and off and connected again to see if its a fluke. I will have to try again tomorrow but it definitely seems like something has changed, either Sky getting constant errors their end when I've tried to connect or my work IT have altered something (I doubt it, no one else was having issues).

[Crystal8]

Unfortunately, my issue is still ongoing.

It's definitely a sky issue as I can connect to VPN using my phone to hotspot. 

[Wellyboot29]

@Crystal8 oddly the only thing I changed was telling Spotify to not launch on start-up, every since then it seems to be connecting fine.

[KevNewMedia]

Hi @Wellyboot29  and @Crystal8 

Thank you for using the Sky Community 😀

So that we can investigate the problem, can I ask a few questions, please?

• What's the name of the VPN?
• What is the date of the last update for the VPN?
• What date were you last able to connect?

@Wellyboot29 I see some changes to Spotify have impacted this? Is that still the case?

[Wellyboot29]

The issue with the VPN is reoccuring. It can connect but it takes about 72 attempts before the prompt comes through via Microsoft Authenticator. Our work IT insist they have done nothing to their servers, and it uses the basic built-in Windows VPN. They believe a recent update to the Sky Hub has caused this problem, and I think they are correct as it worked flawlessly for over a year before August.

[Crystal8]

The vpn is forticlient.

I don't have access to when it was last updated.

It are adamant nothing has changed and the only people having issues connecting are Sky customers. 
I was last able to access it on 30th August.

[Wellyboot29]

Same here, our IT are reporting it is only those with Sky Broadband having issues. If I go into the office and don't use the lan connection, I connect to the VPN instantly using BT Broadband.

[Wellyboot29]

It has taken 12 attempts to connect this morning, across both my 5G and 2Ghz channels and after a router reboot. It's definitely a Sky issue.

[Sophie1912]

I am having the exact same issue. I use Forticlient also. Any help would be appreciated. I have turned broadband shield off and now I'm just thinking it's the Mcafee security that's left on, but I can't turn that off online. Sky need to do it but as per I'm awaiting a phone call for them to do this to the account. 

[TimmyBGood]

---

@Sophie1912 wrote:

 I'm just thinking it's the Mcafee security that's left on, but I can't turn that off online. 

There hasn't been a promotional link between Sky Broadband and McAfee for years, and it was always a local download and installation rather than being online.

[Wellyboot29]

I have none of those security software packages installed, just the standard Windows firewall and we use the built-in VPN. I never had issues until the past 2 months and I've worked from home for over 2 years on and off. I imagine the router has been updated and that's causing the issues.