persistent problems with VPN

[Andreas4]

Hi there,

I've been having problems with Sky Full Fibre broadband since the beginning. Particularly when using VPN connection as is required for my work (working from home). I have completed the VPN online form (and received confirmation that adjustments have been made), restarted the router, asked my workplace IT to make adjustments to my setup but problems persist. I have difficulties accessing webpages and every MS Teams call is interrupted with calls being put on hold.

I have followed up with the Sky team by email 2+ weeks ago, haven't received any responses and not seen changes to my connection.

I'm aware that VPN connections can be a problem with Sky. 

I'm a point now where I really just want to leave the service as this is very frustrating.

Are there any further suggestions or guidance on how to cancel the contract?

Thanks

 A 

[Chrisee]

@Andreas4 Dky do not use email for support which is why you have not had a reply. If your connection is not using MAP-T which is the adjustment then normally VPNs work however you do require a connection to the hub which is stable and reasonably free of interference. Run a speed test on your work devicecto check the connection. Ideally you dont want to use WiFi if using apps like Teams or VPNs. 

[Andreas4]

Thank you @Chrisee. Do you think there's anything else that Sky can/will tweak in the settings?

Speed is fine, but latency is an issue

[jamesn123]

@Andreas4 

If latency is an issue then this is more likely a problem with your works server & your Sky broadband connection. This cant always be fixed by Sky or your workplace but your workplace should be the ones investigating it. 

Additionally, as @Chrisee mentioned, ideally you dont want latency sensitive apps like Teams going through your VPN connection since this can cause issues if the VPN tunnel has high latency. Your work should really be using a Split tunnel setup.