VPN Problems with Sky Max Hub

[Chrisstreetcbl]

Hello, 

I too am experiencing the same problem, we phoned today however the advisor was unable to help. Am I able to have our issue escalated aswell

thank you 

[KerriT]

I am experiencing the same and the options I was given were port forwarding or DMZ enabling which my IT team are not happy with.  His response

Not with the sky router but they will be able to show you how to do this on your router but don't leave it on after you finish with the vpn as dmz basically means switch off all security controls, firewall, antivirus and open everything to the Internet. 

I am surprised they suggested that as it's the most unsafe thing you can do. 

Those suggestions indicate that their router is simply a cheap home router that doesn't support vpn and they have to suggest work arounds. Port forwarding is for someone connecting to you not you connecting to your office. 

I have tried again to phone Sky with this feedback but hit a brick wall.  Refused to allow me to go back to the Sky broadband I had previously.  

Please escalate this.

[TimmyBGood]

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@KerriT wrote:

Those suggestions indicate that their router is simply a cheap home router that doesn't support vpn and they have to suggest work arounds. 

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That isn't a correct understanding: the issue is with a fundamental external network change supported by the Max Hub rather than being inherent to the Max Hub itself.  All ISP routers are inevitably somewhat 'cheap', though, because on the scale of Sky or BT/EE they have to be manufactured by the million.

I'd suggest directing the attention of your IT Department to this article:

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

Note that neither application of a DMZ or port forwarding will resolve the situation regarding business VPNs, so aren't worth pursuing in this context. 'Civilian-grade' SSL VPN appears to be unaffected by Map-T.

Sky is requesting that affected users fill in the online form linked in previous posts.

Incidentally, setting up a 'de-militarised zone' is unrelated to antivirus protection because that doesn't happen at a router level.

[Lisa-P1987]

Hi there KerriT , 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

[HannahM]

Hi, this looks to have been resolved after escalating to a sky advisor on here. They were able to take the issue to the network team who then disabled MAP-T - when i go into the router/hub settings can see no mention of MAP-T anymore, it previously said MAP-T was enabled but this is no longer there. May not work for everyone - my VPN is FortiClient - but has solved the issue for me. Advisor also said a firmware update is due by the end of the year which should solve the issue

[KerriT]

issue is not resolved and still does not work.

[KerriT]

@Lisa-P1987 @HanHan this has not been resolved despite message to say it has.  Please advise asap or get customer services back to me to revert back to my previous package 

[Charlie9991]

Hi I am also having trouble with my work VPN. We use Global Protect and I have never had an issue until getting SKy Broadband (Sky Max Hub) 2 weeks ago. VPN works fine at the office and on my previous broadband provider (VM).

[-rpnz-]

In the long-term this will be fixed without any user action, but in the interim please see this post with guidance and a form to allow us to mitigate the issue.

[HannahM]

It's been resolved for me I mean - you need to follow the instructions 

[Cs22]

Hi, I have also just upgraded to the sky max white hub, neither myself, wife or daughter can access work via the VPN issues.

Finally spoke with someone at Sky who sort of knew what they were talking about, they spoke to someone else in technical and the solution they came up with was for me to get rid of the white sky max hub as the security is the issue, and it being a new upgraded hub it would be better downgrading me back down to the black hub so I can work from home these are the words they used not mine.

 Sadly after many years with Sky, TV, broadband and mobile, we will be looking elsewhere for these services now. Very disappointing that this is happening with such a big brand like sky, but I know it is not isolated to a few people, I know within my own circle of many people who are having issues with the White Sky Hub.