I'm the IT admin for our company and as of today an old issue with VPN connections into us from staff working from home using Virgin media has re-surfaced. It affects me and all other staff who are unfortunate enough to have Virgin as their home ISP. Everyone else running with other ISP's eg. EE, TalkTalk, Starlink, etc. are all running fine, this issue only effects Virgin customers.The issue is, when I'm connected to our work VPN (to a Checkpoint firewall) it's disconnecting every minute or so, because the Checkpoint is seeing the remote port my client uses changing every minute or so, which is something Virgin, either at the router or ISP level, is doing to interfere with the connection somehow.Having read other posts on this forum, running the Virgin hub in modem mode seems to be the only way to fix this, but really I'm not telling my staff they have to go out and buy and setup a new wifi router for them to be able to work from home. The real solution is to bin off Virgin and switch to a better provider.If Virgin care about the custom of remote workers, they'll fix this issue but so far my experience with support has been shocking, so any answers here would be greatly appreciated, otherwise we'll all have to switch.

VM don't support users VPN's for as long as I can remember. IMHO anyone WFH should use a decent Router and have a backup in place. VM residential contracts have no SLA's either. The other issue is to make sure Parental Controls are off in the VM users account, as this is known to interfere with VPN's. In all the many years I used VM for WFH, I had my own Router. In fact, I've never used any VM Hubs in router mode...

Equally I have a Hub 3 in Router mode and during my final years of employment in technology delivery management have used at least 6 different firms office laptops & VPNs without a single moment of difficulty.

Cisco Anyconnect works fine for me

Zero Anyconnect issues, same with all other types of VPNs.With VM Parental Controls disabled I have been able to use a VM Hub 3 in Router mode with any office laptops & all the various supplied VPNs of all firms. VPN's are platform operated by your employer, this is for the employer to resolve but don't be surprised if there is a push back. Office IT support desks can be very slow to accept complex problems that take effort & competency to resolve & may initially prefer to toss the problem back to you by following a script and falsely saying only your ISP has the problem.

Oh yeah of course they don't support our VPNs, I wouldn't expect them to - that's my job.But when they're not providing the same level of service as their competitors, then that should be a problem they listen to.I've just spoken to someone at Virgin's "2nd line" who says the only solution is to run a 3rd party router at home too - as said, not a solution when other companies don't have the same problem.Just to add, this was an issue years back and I believe it was solved by disabling child safe settings or something like that - this didn't fix it this time.

Work VPN Connection Problems | Virgin Media Community

11 Replies

Adduxi
Very Insightful Person
10 days ago
VM don't support users VPN's for as long as I can remember. IMHO anyone WFH should use a decent Router and have a backup in place. VM residential contracts have no SLA's either. The other issue is to make sure Parental Controls are off in the VM users account, as this is known to interfere with VPN's. In all the many years I used VM for WFH, I had my own Router. In fact, I've never used any VM Hubs in router mode...
Client62
Alessandro Volta
10 days ago
Equally I have a Hub 3 in Router mode and during my final years of employment in technology delivery management have used at least 6 different firms office laptops & VPNs without a single moment of difficulty.
AV1982
Just joined
10 days ago
Oh yeah of course they don't support our VPNs, I wouldn't expect them to - that's my job.
But when they're not providing the same level of service as their competitors, then that should be a problem they listen to.

I've just spoken to someone at Virgin's "2nd line" who says the only solution is to run a 3rd party router at home too - as said, not a solution when other companies don't have the same problem.

Just to add, this was an issue years back and I believe it was solved by disabling child safe settings or something like that - this didn't fix it this time.
Client62
Alessandro Volta
10 days ago
A tirade generally burns time that could be spent on investigating why the VPN client and VPN platform are not behaving, could it be due to a routing issue ?

Have your staff perform some trace routes from their non-VPN connection to your VPN platform, look out for routing failure issues where the trace route fails to complete at the destination IP.
Roger_Gooner
Alessandro Volta
10 days ago
Can you force VPN traffic over TCP port 443.
legacy1
Alessandro Volta
10 days ago
VPN works fine fine I use hub in modem mode
prtk_grg
Joining in
2 days ago
Hello Everyone,
thank you for your insights to this issue. I see that many of you are discussing, and helping on this issue for long time.
i need one advice from you guys, I am facing same issue and I am in cooling off period. Should I switch to different ISP. I am using Cisco anyconnect and facing issue while wfh like everyone else here. Please suggest.
thank you
- Client62
  Alessandro Volta
  2 days ago
  Cisco Anyconnect works fine for me
  - prtk_grg
    Joining in
    2 days ago
    Hi Alessandro,
    How did you solve this issue or it was never the issue for you?
jpeg1
Alessandro Volta
2 days ago
And new VM customers on full fibre connections can't even use modem mode because their Hub 5x doesn't allow it.

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Work VPN Connection Problems

11 Replies

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