cancel
Showing results for 
Search instead for 
Did you mean: 

hub5 and vpn connection problem

DC1168
Joining in

Hi, I have had a new hub5 fitted as my connection to my work VPN was getting slower and slower and more unworkable.

I now have an issue in that whenever my internet connection drops during the day, the VPN connection is lost and then I am unable to successfully re-connect due to some anti virus message.   It will not let me log back in onto VPN until I re-boot the hub.

It is very intermittent.  I tried the VPN connection on another ISP provider, and it works fine, so I assume it is an issue with the Hub5?

I see there are some other posts on here, but no definite fix?  I am currently awaiting an engineer to come back but he advised that there should be no conflict with the Hub5 and the VPN access.

Any help appreciated.  I am not that technically minded, so any advice would need to be simple to follow please.

Thank you

 

1 ACCEPTED SOLUTION

Accepted Solutions


@Alex_RM wrote:

Hi DC1168,

Thanks for posting and welcome to our community 🙂

Virgin hubs don't support VPN connections, so we're limited to what we can advise here. We would advise you to speak with the provider of the VPN directly.

Alex_Rm


I'd suggest we establish why their internet connection is dropping before concluding it is a VPN issue.

See where this Helpful Answer was posted

11 REPLIES 11

Alex_RM
Forum Team
Forum Team

Hi DC1168,

Thanks for posting and welcome to our community 🙂

Virgin hubs don't support VPN connections, so we're limited to what we can advise here. We would advise you to speak with the provider of the VPN directly.

Alex_Rm


@Alex_RM wrote:

Hi DC1168,

Thanks for posting and welcome to our community 🙂

Virgin hubs don't support VPN connections, so we're limited to what we can advise here. We would advise you to speak with the provider of the VPN directly.

Alex_Rm


I'd suggest we establish why their internet connection is dropping before concluding it is a VPN issue.

I’ve not had a problem for the last 3 years in  not being able to access works VPN until the hub5 was installed this week? 

Hi DC1168 👋🏼.

What have the provider advised regarding the VPN?

Since the Hub5 was installed do you have connection at all on any device?

Is it just one device where the VPN won't work? 

Thank you. 

Ari - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


We have been having internet drops all week.  When I run a hub diagnostic test it shows there are Wi-Fi issues.  
It is just my work vpn that is intermittent.  There are no issues our IT are aware of and have asked if the issue has only arisen since the hub5 was installed, which it has.  The connection error shows some antivirus conflict.  I have an engineer re visiting tomorrow.  I can sometimes connect and sometimes not and it is very intermittent whatever the issue is

Hi DC1168,

Thank you for reaching out to us in our community and welcome back, sorry to hear you are facing issues with your work VPN since you were upgraded to our Hub 5.0, I was able to locate you on our system with the details we have for you and can see there is a technician arranged, please let us know how this goes.

Regards

Paul.

Hi, I was downgraded to a hub4 yesterday.  I can now access VPN but I am getting constant drop outs and unable to reconnect.  It is also losing the internet signal on my iPhone so not just isolated to the VPN.  I have a 3rd engineer visit  arranged on Thursday this week.  I rang VM today and they were unable to send any kind of signal to test the kit we have and said there is some fault?? 

Hi @DC1168

Thank you for the update on this. It's a shame to hear that you're unfortunately facing some additional issues following your previous technician visit.

Be sure to let us know how the newly booked follow-up visit goes and we can proceed from there.

Thanks,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!


If I may, as per your original message, and I quote “Hi, I have had a new hub5 fitted as my connection to my work VPN was getting slower and slower and more unworkable”, it implies that you were having connectivity issues before getting the hub 5, yes?

Oh please tell me you weren’t (mis) sold some kind of upgrade (naturally for more money) to ‘fix’ this issue!

Now VPNs, because of what they are designed to do, are sensitive to changes in the underlaying network connectivity, they are supposed to provide a secure, encrypted connection between two end points, and anything that happens that looks a little odd, then absolutely they should drop the connection - they want to ‘fail safe’, if you like - not too sure what has happened here, so it’s better to drop the connection entirely and refuse to bring it back up, until the connection is stable!

So for the moment forget about the VPN, that’s a symptom of an underlying problem, not the problem itself. Your connection is shot, probably not enough to effect normal browsing or other uses, but VPNs will be having none of it!