Work VPN dropping connection

[AnnaP2]

Hi, 

please can some one help me with the below issue. 
I have the white max 6 hub. I use global protect VPN to work from home. 
the VPN will connect but the connection drops almost immediately. 
The vpn works perfectly fine when using hotspot on my mobile. 
I have tried enabling uPnp, disabling shield, disabling ipv6. 
I cannot edit the setting of the VPN because it is locked down by the company. 
does anyone have a solution or a recommendation of a 3rd party router that wont block a company vpn? Do sky have an alternative hub? 

Thank you

Anna

[AnnaP2]

After a lot of searching I've found this link. They should get back to me in 48 hours. Fingers are crossed. 
https://www.sky.com/help/forms/vpn-configuration?authenticationStatus=ok

[LJB-C]

Hi there, 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. Please be aware conversations automatically close if there is no response within 48 hours.

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#M141
 

[AnnaP2]

Hi, 

thanks for connecting me but unfortunately they weren't able to help and said it's my companies issue to solve.
as it's a global company and I'm one person in the UK with the issue I'm not hopeful. Bizarre response as it's clearly a sky broadband issue.
I've submitted a vpn issues form. Hopefully I'll hear back otherwise I'll have to change provider. 

[JimM1]

@AnnaP2 What is your connection type that you have using the sky Max hub, are you FF Full Fibre connected to a OR ONT, or partial fibre connected via copper on a OR Master Phone socket?

[AnnaP2]

Hi,

It's full fiber to the house. Openreach came out and laid a line from the road and fixed a little white box to the inside which has flashing lights. I assume that's what you mean by ONT? 

[JimM1]

@AnnaP2 You got it, the sky Max hub is using a MAP-T connection and SOME VPN just struggle to get through and work correctly, but since you are ONT and FF full Fibre connected, you have a simple choice, if you care NOT about the white Sky Max hub, ARE NOT using a connected sky Talk Landline phone connection, if you wish just look at a Asus router, OOB they are easier to connect and work on the sky connection... 

Your ONT, Power and Pon will be SOLID Green and the Lan flashes with the connection and data back/forth between it and the sky Max hub....

[AnnaP2]

Thank you for the advice! I'll take a look at an asus router. Do you have one you would recommend?

[JimM1]

@AnnaP2 That choice is all down to you, so Forum has a few connected now, and you don't want to use my setup unless you have plenty spare money, start looking though with the Asus BD4 range lowest cost and see if that works for you! Have a read at this link!

Third party router or wifi mesh system advice for ... | Sky Community

[AnnaP2]

Thank you for the help.

[AnnaP2 · Accepted solution]

Sky have responded to the form and completed a remote manual fix to the route. Seems to have done the trick!

[Maz56]

I am having this same issue. How do I get the fix you got and do you know what it is?

[AnnaP2]

Hi, 

I followed the instructions in the link below then there is a form at the end to fill in. It took a few days before I heard back. 
https://www.sky.com/help/articles/vpns-sky-broadband