Forum Discussion

topdog44's avatar
topdog44
Tuning in
4 months ago

hub 3 and vpn home working

been working from home for a few years now but just a few days ago the vpn has stopped connecting... works if use phone as a hot spot and have also gone to a neighbours house who use sky and works OK....

Have seen a few work around on forums but as I have a hub 3 things like changing dns not option and going to modem mode not working ANES not giving me the option to turn off as saying not connected to virgin ( I am) or system errorr come back later..... 

Is there any way virgin can give a safe answer to this problem ..

Obviously if no safe work around then may have to cancel account and use supply that I know works

Home Working
Hub3
vpn
    • topdog44's avatar
      topdog44
      Tuning in
      4 months ago

      was told to change on router and hub 3 does not give that option. Will see if can change on the laptop itself as another reply to this question has suggested and will see what happens. The IT depth have given a hotspot device in mean time until delt with. apparently they are going to move to sharepoint soon so a vpn will not be necessary and this will negate the issue anyway.

  • Client62's avatar
    Client62
    Alessandro Volta
    4 months ago

    To change the DNS on your computer use the steps in the link below :-

    https://www.opendns.com/setupguide/

    If you change the DNS and the problem persists then VM's DNS and Child Safe are not the problem,
    refer the matter to office IT support.




    • topdog44's avatar
      topdog44
      Tuning in
      4 months ago

      will give that a go on laptop ,hub 3 does not allow changes to DNS.  issue may be resolved as IT changing systems soon and VPN will not be required anyway. thanks for the link.

  • Client62's avatar
    Client62
    Alessandro Volta
    4 months ago

    Regardless I'd been keen to discover if the VPN issues are DNS related, because if the VPN failure is due to VM's Child Safe silently re-engaging further problems can be expected with 18+ Web Content, Zoom / MS Teams / Whatapp / Wi-Fi Calling / Sky Q etc etc ...

    • topdog44's avatar
      topdog44
      Tuning in
      4 months ago

      child safe is off and I also out of curiosity turned of all firewalls and VM websafe features, had no effect. All back on now. IT dept due to remote log on later and look at a few things... personally I think it's a conflict with VM and the VPN supplier the company is using on their servers. considering VM are a big player in the market that's down to the VPN people to sort out. Got norton for personal stuff and that VPN has no issues with VM.... I will post if anything useful to inform... 

      • Sabrina_B's avatar
        Sabrina_B
        Forum Team
        4 months ago

        Hi topdog44 👋.

        Thanks for reaching out to us, apologies you are having issues with your VPN and our service, as with all providers and customers it has been found that the average customer is known to change provider every 2 years, as with VPN's and ISP's it can go stale or have an informal way of letting you know it may be time to renew the licence/lease so to speak. Could you please disconnect from our network and remove/forget the network name and start the search for your network name and put in the password, as if you have just got the service for the first time today, and let us know how you get on.

        Thanks 

        Sabrina

  • topdog44's avatar
    topdog44
    Tuning in
    3 months ago

    now really confused... just been round someone with virgin hub 3 and it worked OK.... compared all settings when logged into both routers and the settings are all the same.... 

  • legacy1's avatar
    legacy1
    Alessandro Volta
    3 months ago

    use hub in modem mode get your own router with 1Gb ports

  • topdog44's avatar
    topdog44
    Tuning in
    3 months ago

    issue on any device from home broadband ( wired or WiFi connection to hub)  that trys to connect to work server that uses VPN, those same devices work and connect to work server when using any other broadband at different locations including virgin at another house. Logs in ok from home when using EE dongle as hotspot. Have rebooted hub a few times but have not done a factory reset... Should I attempt a factory reset?

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      3 months ago

      Hey topdog44, thank you for reaching out and I am sorry to hear this.

      We do not block VPN's, I would speak to your works IT department  and they should be able to sort this out for you.

      Is it just work related VPN's this isn't working with?

  • topdog44's avatar
    topdog44
    Tuning in
    3 months ago

    Thanks but no one can explain why I can log on using other broadband suppliers or even virgin at another property using same laptop but can not log on at home. Something is stopping me logging on at home that does not block elsewhere using exactly same equipment..... what might that be