topic Re: VPN not working in Everything else

VPN not working

Polo78 — Mon, 23 Jul 2018 16:49:15 GMT

Hi can anyone help me, I used to be able to connect my work laptop to its VPN (using L2TP connection) from home (using PlusNet Hub). Recently this stopped working and the "support team" just say they do not support VPN (hopeless!). I've seen some previous posts that suggest that it is a setting on my account that might be the problem?

It works when tethered to my mobile - so not a server or account issue. The IKE and AuthIP service has been restarted. The router has been restarted, Port clamping is already enabled on the router and has been restarted since.

Any suggestions?

Re: VPN not working

MisterW — Tue, 24 Jul 2018 07:47:41 GMT

Hi and welcome to the forums,

There have been some issues with certain VPN clients and some PlusNet allocated IP's.

Which VPN client do you use ?

Re: VPN not working

mikelahey — Thu, 26 Jul 2018 19:36:08 GMT

Can you type "what is my ip" into a google search. If the address starts with 146. its one of the addresses that can have issues with some VPN clients that MisterW menitioned. This is because Plusnet inherited some addresses from a US provider, these addresses are sometimes incorrectly reported as still being in the USA by some geo location services which can cause issues.

See the thread below for information

https://community.plus.net/t5/Plusnet-Feedback/IP-addresses-not-UK-Can-customers-please-report-any-problems/td-p/1142937/page/37

Re: VPN not working

Strat — Thu, 26 Jul 2018 19:55:17 GMT

@mikelahey wrote:

.....If the address starts with 146.

It does.

Re: VPN not working

EmilyD — Fri, 27 Jul 2018 09:39:17 GMT

Hi @Polo78,

I'm sorry to hear that you are unable to connect to your VPN at the moment, and apologise for the inconvenience that this has caused you.

As @MisterW and @mikelahey have mentioned, there is an issue with certain VPN clients and certain allocated IPs. The IP address that you are currently connected on falls within the range that is affected by this issue.

I have performed a session kill to try and move your IP address on to a different range. Please can you turn your router off for at least 10 minutes? Please let us know if this doesn't resolve the issue.

Re: VPN not working

Polo78 — Fri, 27 Jul 2018 17:47:15 GMT

Many thanks EmilyD, that has sorted it, at least for the time being.

Re: VPN not working

Gandalf — Fri, 27 Jul 2018 19:23:18 GMT

Out of interest which company are you trying to connect to? Is it Co-Op Bank?

Re: VPN not working

Polo78 — Sat, 28 Jul 2018 10:26:53 GMT

No, just a small surveying business, we use the standard windows vpn client (L2TP).

Thanks for your help everyone.

Re: VPN not working

Polo78 — Sat, 28 Jul 2018 10:35:52 GMT

Darn, my IP had reverted to a 146 when I tried to connect again.....

Re: VPN not working

HarryB — Sun, 29 Jul 2018 16:08:50 GMT

Hi @Polo78, if you're still experiencing problems with this, could you drop me a PM with the name of the VPN client you're using and the business you're trying to connect to so I can discuss this with a colleague on our Networks team to look in this further.

Thanks.

Re: VPN not working

MattParfitt — Tue, 16 Oct 2018 11:47:21 GMT

HI @EmilyD,

I am writing on behalf of a colleague at work ( I work in the IT Team). He has a PlusNet One Hub and is experiencing the same problem as others have mentioned. Would it be possible to check if his IP is in the allocated range that is affected by the issue?

Re: VPN not working

MatthewWheeler — Tue, 16 Oct 2018 20:01:38 GMT

@MattParfitt If you can PM me their username we'll look into this for you

Re: VPN not working

ashgreen — Fri, 19 Oct 2018 09:32:25 GMT

Hi @MatthewWheeler and @EmilyD - I'm experiencing the same with Alwayson VPN on my plusnet account too, using both SSTP and IPSec connections.

any chance my router could be prodded too please?

Many thanks,

Ash

Re: VPN not working

Gandalf — Fri, 19 Oct 2018 23:54:14 GMT

Hi Ash.

Having a look at your account the first thing I'd do is to switch the broadband firewall off Here.

Let us know how this goes.

[edit]

If this doesn’t help you should be able to try to force your line to connect to a different IP by switching the router off for 65 minutes.

Keep us posted.

Re: VPN not working

elhaxi — Tue, 23 Oct 2018 07:39:14 GMT

I have the similar issue in accessing my vpn provider site, should i have to change the services?

Re: VPN not working

MattParfitt — Tue, 23 Oct 2018 08:24:02 GMT

Please could you respond to my private message.

Thanks.

Re: VPN not working

Gandalf — Tue, 23 Oct 2018 12:27:48 GMT

@Polo78, I've just sent you a reply to your private message which I hope helps. Again I'm sorry for the delay in coming back to you. Please do let me know how you get on.

@elhaxi, I'm struggling to find your account from the details in your forum details. Mind sending me a PM with your username please?

@MattParfitt, sorry for the delayed response, I've given my colleague a nudge and he'll reply to you very soon.

Re: VPN not working

JJ89 — Mon, 31 Dec 2018 11:31:03 GMT

Hi EmilyD, PlusNet,

I’ve also been impacted by this issue since joining Plus Net in October. I’ve checked a couple of other ISPs (Virgin and Hyperoptic Broadband) and they are not impacted in the same way. Is this something specific to how Plus Net obtains their IP addresses? Are there any plans for a long term fix?

The technical support at Plus Net have moved me to a static IP and I’m still having issues. Through trial and error, I’ve seen issues with IP addresses that start with 146, 143 and 212. Do you have a full list of the impacted IP ranges? It would be good to be able to supply this to tech support.

Thanks!

Re: VPN not working

ashgreen — Mon, 31 Dec 2018 11:55:08 GMT

New Plusnet router fixed this for me immediately.

Re: VPN not working

LaurenB — Mon, 31 Dec 2018 13:03:02 GMT

Hi @JJ89, I am sorry that you have been having issues. Are you able to PM e the VPN client you are using and the business you are trying to connect to? I'll then chase this with our Networks Team for you (though may not get a response for a few days due to the New Year).