Forum Discussion

macdond's avatar
macdond
Joining in
12 months ago
Solved

Unable to connect to work VPN

I am unable to connect to my work VPN using VM broadband, able to connect fine over my mobile phone.   Anyone else got the same issue in West Lothian and can suggest solution.   VM technical support is extremely poor.

  • Client62's avatar
    Client62
    12 months ago

    If the VM home internet is not connecting to VPN the normal issue is "Child Safe" is enabled in the Virgin Media online account.   Login in and Disable the "Child Safe" content filter.

    If you are not able to access the Virgin Media online account, or you disable Child Safe and the problem persists, change the work laptop's DNS to be a public DNS e.g. OpenDNS or Google DNS. There are notes below explaining the process for OpenDNS,  for Google DNS the exact same process but use IPs 8.8.8.8 & 8.8.4.4


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

  • Client62's avatar
    Client62
    Alessandro Volta
    12 months ago

    If the VM home internet is not connecting to VPN the normal issue is "Child Safe" is enabled in the Virgin Media online account.   Login in and Disable the "Child Safe" content filter.

    If you are not able to access the Virgin Media online account, or you disable Child Safe and the problem persists, change the work laptop's DNS to be a public DNS e.g. OpenDNS or Google DNS. There are notes below explaining the process for OpenDNS,  for Google DNS the exact same process but use IPs 8.8.8.8 & 8.8.4.4


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

    • macdond's avatar
      macdond
      Joining in
      12 months ago

      My child safe is disabled and unfortunately I am unable to change my DNS setting as these are managed by my IT services department.    Thanks for the pointers, much appreciated.

      • laney85's avatar
        laney85
        Joining in
        9 months ago

        Hi,  Having same issues today - do you know how it was resolved?

  • Client62's avatar
    Client62
    Alessandro Volta
    12 months ago

    The enabling / disabling of Child Safe has been an ongoing issue for 18+ months.
    Does your connection behave like Child Safe is disabled. 

    E.g. you visit websites related to VPN providers / Online Betting / or similar 18+ content does it work or fail ?

    • macdond's avatar
      macdond
      Joining in
      12 months ago

      Everything is fine, apart from access to employer VPN.   All other staff on VM broadband are having the exact same issue as of today.   Speaking to the VM support desk is a waste of time, they have been totally useless. 

      • Cardiffman282's avatar
        Cardiffman282
        Trouble shooter
        12 months ago

        Re the (sensible) suggestion above to "visit websites related to VPN providers / Online Betting / or similar 18+ content" I'd suggest just not doing a vigorous session of such testing on the work laptop 👍

  • Client62's avatar
    Client62
    Alessandro Volta
    12 months ago

    If this VPN normally works it is up to the office VPN team to discover what has gone wrong today.

    • macdond's avatar
      macdond
      Joining in
      12 months ago

      Issue is something to do with the DNS services virgin is providing, changed to open DNS and hey prestto it works again.   

  • legacy1's avatar
    legacy1
    Alessandro Volta
    12 months ago

    Test with hub in modem mode as VM router mode like to brake stuff