WiFi Max: Can't connect via a ZScaler VPN

[Slowspeed2]

My issue was that my son is working from home and trying to connect to ZScaler using his VPN. Due to the security setting on the new Max hub it won't allow him to connect.

I tried calling Sky and using Online chat. Neither gave me a solution, other than we'll send out an engineer. However I worked it out for myself using my Sky.com account online and not the app. Can you update the back end to help others when they call:

- Go to Product Settings

- Select Boradband & Talk

- Select Advanced Settings

- Select Other Settings

- Change the WiFi security level from WPA3-T to WPA3

Moderator note: subject of thread updated to better reflect the conversation

[TimmyBGood]

@Slowspeed2 

That may have solved your particular issue, but WPA level (local WiFi encryption) is unrelated to Map-T (IPv4 address sharing on the Sky data network)

[Slowspeed2]

For us non technical folk, if you Google what this issue is it says it's a Map-T (IPv4 address sharing on the Sky data network) issue, hence the title I used.

It may not be the issue but like you say, it's the solution that worked. 

[KevNewMedia]

Hi @Slowspeed2 

Welcome to the Community, and thank you for sharing your fix.

I've updated the thread title, so that I can mark the thread as answered; this way other customers can find this solution in the future 👍

[Slowspeed2]

Hi

Just to add to the thread that if anyone is having any issues they should ask for this to be escalated to the Network team. This will then take 72 hours for them to change a setting. They will contact you when it's done. 

[Slowspeed2]

You were right so apologies. It work for a small time and then didn't. We were lucky and after 3 calls to the Call Centre, got someone who told us only the Network team can resolve this in the background. Our request has now been escalated to them and hopefully the Map-T setting will be resolved in 72 hours.

[KevNewMedia]

So, the change to WPA3 didn't work long term @Slowspeed2 ?

It sounds like the network team are carrying out the same process that we have listed here.  There's no need for people to ask to be escalated to the network team over the phone, it can be done on the above link 😀  This issue will be fixed on a permanent basis in the New Year.  

[Slowspeed2]

Correct. It worked briefly. We had to ask for it to be escalated though because it took 3 call centre agents to understand what the issue was and how to fix it. The whole process has been really frustrating and upsetting for my son, who has now lost 4 days worth of wages as he couldn't work. He's on probation too, so it doesn't look good to his employer, who don't get the problem or solution.

Anyway, looks like we're there now. 

Thanks for your replies and wishing you a Happy New Year 

[KevNewMedia]

---

@Slowspeed2 wrote:

Correct. It worked briefly. We had to ask for it to be escalated though because it took 3 call centre agents to understand what the issue was and how to fix it. The whole process has been really frustrating and upsetting for my son, who has now lost 4 days worth of wages as he couldn't work. He's on probation too, so it doesn't look good to his employer, who don't get the problem or solution.

Anyway, looks like we're there now. 

Thanks for your replies and wishing you a Happy New Year 

---

I'm sorry to hear that @Slowspeed2 

All the very best for you and your family for 2025!

[Asitha]

Thanks for sharing. I have been experiencing the same issue for months, but changing the select security mode is disabled for me. Can anyone help with this? 

[Slowspeed2]

Hi

The only way to resolve this is to get the Sky advisor to submit a ticket to their Network Team and ask them to turn off the Map-T setting. It took them 3 days to do it for us, they did say it would be 72 hours. You might need to call Sky a few times to find an advisor who knows about the issue and knows what to do. It took us 3 times to find that advisor. Once you get them it will be sorted.

They did say we'd get a message to say it was completed, but we never got a message. We knew it had been done as our internet went off and came straight back on, obviously them resetting it in the background to implement the change. Once back online my son could successfully log in to ZScaler.

I hope that helps.

[KevNewMedia]

Hi @Asitha 

Welcome to the Sky Community 😀

I'm sorry to hear of the problems that you're having. If you have a white (hub 6), have a look at this thread, you'll find the option to request the action that @Slowspeed2 has mentioned.

[Asitha]

Thank you. I have made a request. "We'll review and complete your request within 48 hours if the submission is valid."

[Asitha]

This helped to resolve my issue. Thank you

[KevNewMedia]

Great news @Asitha 😀