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parttimebuddha
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Work laptop won't connect

Never had an problems with my Wi-Fi and have been very happy for years.

Just got a work laptop with Pulse Secure and Sophos Protection on and it says connected to the wifi both 2g and 5g. Outlook works fine with emails coming through but it will not connect to internet or my NHS work system.

It works fine at work and tethered to my mobile.

Work suggested it was because it is a 'business' laptop. 

Does anyone have any suggestions please as it is very annoying!

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Message 11 of 12
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Re: Work laptop won't connect

Hey parttimebuddha,

Really sorry to hear this is still on-going Smiley Sad

I think we might need to apply some port forwarding rules to enable access to your laptop. I seem to recall another customer that was struggling with a laptop provided by the NHS and it was tricky, but port forwarding done the trick. Do you have a tech support team in work that can advise on what ports you may need access too?

Catch you soon,

Take care.

Heather_J

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Re: Work laptop won't connect

Hi parttimebuddha,

Welcome to our Community, thanks for opting to come to us for help with this Smiley Happy

I was tempted to say that your laptop settings (IP and DNS) may need to be altered if the Internet isn't working.

However that doesn't make sense if Outlook is able to retrieve emails from the server.

So I now suspect a possible firewall setting restricting web access or maybe a VPN issue?

To determine what's happening I'll need a little more information about your setup please. 

  • If your laptop is connecting to your home network it should have an IP that looks like 192.168.0.* can you check that please?
  • Do you know what your VPN IP address is (you can find out from work)?
  • Are you able to access Sophos and make any changes to the security settings?
  • Have you tried connecting via Ethernet to the Hub?

Please provide as much information as you can and I'll do my best to help Smiley Happy


Jen
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parttimebuddha
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Re: Work laptop won't connect

Hello

Thanks for getting back to me.

The IP is 192.168.1.9

Work will not give me the VPN IP address.

I cannot make changes to Sophos

I have tried connecting via Ethernet and this does not fix it.
I have also been to a colleagues house who has virgin media (and superhub 1 ) and my laptop connects to virgin with no problems.
I brought my colleagues laptop to my house and it cannot connect to internet etc - the same problem as I am having with my laptop so I conclude that it is my virgin media connect rather than a problem with my laptop.
Do you have any further advice ?

Kind regards

Pete
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Re: Work laptop won't connect

Hi Pete,

Yes I do. Please access your Hub's Interface pages:

  • Browse to 192.168.0.1
  • Access the Hub using the login information provided on the Hub label
  • Go to Advanced Settings > Security > Firewall
  • Check the box next to PPTP Pass-Through
  • Click Apply 

Try your work laptop once more - and try a reboot of the Hub if the first attempt fails.

Keep me posted,


Jen
Forum Team



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parttimebuddha
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Message 5 of 12
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Re: Work laptop won't connect

Ok thank you
I have tried all that you suggested and it did not work.

Pete
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Re: Work laptop won't connect

Hi Pete,

 

Thanks for getting back to us and for the checks you have completed so far, but too no avail.

 

When you get chance can you try the connection on your laptop via Ethernet whilst the Super Hub is in modem mode please to see if that will work?

 

Speak soon

Sam


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parttimebuddha
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Message 7 of 12
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Re: Work laptop won't connect

No that does not work either :-(
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Re: Work laptop won't connect

Hi Pete,

 

Looking at your line, there is an issue with the downstream power levels being too high and this will require an engineer visit to adjust these to the correct range. This may or may not be the cause of the issue, however it does need to be looked at and also the engineer can check the router whilst there. I've sent you a PM (purple envelope icon, right corner) with some details for you to confirm please.

Speak soon

Sam


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Message 9 of 12
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Re: Work laptop won't connect

Morning parttimebuddha,

 

Thanks for getting back in touch after the visit.

 

Apologies you are still having an issue even though the router has been replaced.

 

I can see that the Hub is currently in modem mode, are you using your own equipment? If so can you try a direct connection to the router please to see if that will work?

 

Speak soon

Sam


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parttimebuddha
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Message 10 of 12
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Re: Work laptop won't connect

That has already been suggested and tried yes and it does not change anything I tried it with both units.
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