VPN Problems with Sky Max Hub

[HannahM]

Hi, i've read quite a few posts on here regarding the issues people are having connecting to VPN's after they start using the Sky Max Hub. One solution suggested was 'MAP-T needs to be disabled on your line, for which this can only be done via escalation within Sky' but how do you escalate the issue? I tried phoning sky but unfortunately they did not seem to know of the issue. 

I have followed the steps to enable UPnP on a white Sky WiFi Max hub, and it now shows MAP-T Sharing Ratio 1:1 in the router settings, but this has not solved the issue. Broadshield shield has been disabled also. How do i escalate this within Sky?

thanks

[Highlinder]

@HannahM I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.


https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147/

[HannahM]

Thanks for this, how long does it usually take for them to get in contact.

[Chrisee]

@HannahM Sky sre having system issues today you may find using this form faster https://forms.office.com/e/kk1gCkWsRb?origin=lprLink it goes directly to the team who do the work.

[HannahM]

Ok thanks. From that form do they contact you or notify you if they are doing anything to resolve it?

[m477]

Hi. I too am having issues with VPN connectivity since the white Sky Max hub was installed at the weekend. It's stopping both myself and wife from working from home. I enabled uPNP yesterday and ratio is now showing 1:1 but same issues persist.

I have completed the MS Forms questionnaire with details but can this be escalated for me here too please, to opt-out of MAP-T sharing on the new line.

Thanks

[TimmyBGood]

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@m477 wrote:

I have completed the MS Forms questionnaire with details but can this be escalated for me here too please, to opt-out of MAP-T sharing on the new line.

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I've escalated your post, but it's unclear if Sky has a mechanism for opting out of Map-T entirely.

[m477]

Thanks. From other posts on here (e.g. this one by rpnz - https://helpforum.sky.com/t5/Broadband/VPN-problems/m-p/4752617#M422425) I'm hoping they can disable it on specific lines or have a workaround they can apply, otherwise I'll have to cancel my new fibre and go elsewhere, after 20 odd years with them.

Thanks for escalating.

[HannahM]

Hi, if thats the case would you need to change provider to solve the issue ?

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @m477.

[HannahM]

hi, can you send an invite to me too please, - it was escalated the other day but have heard nothing?

[Addie15]

Hi @HannahM, we have no sent the invite.

[AB86]

Hi, exactly the same position for myself. Was on the phone to Sky for a whole 1.5 hrs today. Tried hard reset, enabled upnp which changed ratio from 8:1 to 1:1, amended security level, disabled shield etc. Still nothing. The person I spoke to pretty much had nowhere to go and gave up. It was exhausting. 

Can this be escalated pls?

[AB86]

@Addie15 

[Chrisee]

@AB86 there is a team managing this issue this form goes directly to them https://forms.office.com/e/kk1gCkWsRb?origin=lprLink