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Cannot reach Virgin Media hosted VPN on plusnet network, but can from other providers

gstar79
Newbie
Posts: 4
Registered: 26-01-2017

Cannot reach Virgin Media hosted VPN on plusnet network, but can from other providers

Good afternoon,

I've been tearing my hair out since the weekend trying to access my work VPN from my plusnet fibre broadband. Everything had been working fine until I had to power down the router and modem on Sunday. Since then, I cannot access a particular VPN host from my home network. If I use my mobile device (Vodafone network) or office network I can reach the host without problem.

 

All other internet services appear to be working ok, including the previous VPN host, from my home network.

 

A tracert shows it is getting stuck somewhere

 

tracert acvcgbh01.cdk.com

Tracing route to acvcgbh01.cdk.com [213.106.226.8]
over a maximum of 30 hops:

1 6 ms 5 ms 6 ms dsldevice.lan [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 12 ms 10 ms 11 ms be3-3104.psb-ir01.plus.net [195.166.143.136]
5 12 ms 12 ms 12 ms 195.99.125.134
6 24 ms 11 ms 13 ms 62.172.103.199
7 18 ms 17 ms 18 ms 194.74.65.22
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 20 ms 20 ms 21 ms glfd-core-2a-ae2-0.network.virginmedia.net [62.53.174.90]
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.

 

I spoke with [CSA Removed] on chat support who suggested it was getting stuck on 51.7.178.188 so he killed the session to allow a different IP to be picked up incase this improved things. Following a 35 min power down, the situation remains. I recontacted support but there was nothing obvious so a suggestion was to try the forums.

 

I have seen similar posts about Virgin Hosted VPN not being reachable from plusnet:

https://community.plus.net/forum/index.php/topic,140975.0.html

https://community.plus.net/t5/Fibre-Broadband/Connection-between-plusnet-and-virgin/td-p/1222301

 

This was dealt with by plusnet staff raising an issue with Virgin Media to find a resolution. My problem may not be related to this but sounds remarkably familiar.

 

I depend on connectivity to carry out my job and without an easy alternative this is going to cause me a further problem for my work this weekend and beyond. If anyone out there can help me, I'd be most grateful.

 

Thanks in advance.

Moderator's note by Dick (Strat) CSA name removed to private staff area as per Forum rules

6 REPLIES
MrSilver
Pro
Posts: 550
Thanks: 88
Fixes: 9
Registered: 05-10-2016

Re: Cannot reach Virgin Media hosted VPN on plusnet network, but can from other providers

Hmm tried and got this.
It may be to do with the IP address range you are in that isn't being routed correctly maybe.

Hop 13/14/15 may be trying to send your data elsewhere possibly as hop 12 can send data back to you.

By reconnecting you may get a different ip and that routes fine.


Traceroute to acvcgbh01.cdk.com (213.106.226.Cool, 64 hops max.
1 zyxel.home (192.168.1.1) time=38 ms
2 lo0.central10.pcn-bng03.plus.net (195.166.130.250) time=8 ms
3 411.be7.pcn-ir01.plus.net (84.93.253.83) time=10 ms
4 core1-be1.colindale.ukcore.bt.net (195.99.125.132) time=9 ms
5 peer2-et-1-1-0.redbus.ukcore.bt.net (62.172.103.47) time=10 ms
6 194.74.65.22 (194.74.65.22) time=16 ms
7 *
8 *
9 *
10 *
11 glfd-core-2a-ae2-0.network.virginmedia.net (62.253.174.90) time=24 ms
12 glfd-lam-4-tenge73.network.virginmedia.net (80.0.1.250) time=22 ms
13 153.210-252-62.static.virginmediabusiness.co.uk (62.252.210.153) time=24 ms
14 8-226-106-213.static.virginm.net (213.106.226.Cool time=22 ms
*** Traceroute at destination ***
gstar79
Newbie
Posts: 4
Registered: 26-01-2017

Re: Cannot reach Virgin Media hosted VPN on plusnet network, but can from other providers

Hi MrSilver,

 

Thank you for taking the time to reply. I think you may be right and that it could be down to the IP address range allocated by plusnet. This would also tie in with the problem occurring after a reboot which would have given me a new IP.

 

So far, the two IP values I've been allocated this week are in the 51.7.x.x range both with the same symptoms. Unfortunately I do not have a record of the IP when it was working.

 

Coincidentally I discovered that a colleague (also with plusnet) had the same problem yesterday. When he rebooted modem and router he was given a new IP which corrected the connection. May I ask if your IP address is within the 51.7.x.x range?

MrSilver
Pro
Posts: 550
Thanks: 88
Fixes: 9
Registered: 05-10-2016

Re: Cannot reach Virgin Media hosted VPN on plusnet network, but can from other providers

My ip range is 80.229.50.x

Are you using a vpn client or via a webrowser to get remote access?

If via web try getting latest opera web browser and turn its web vpn on and then try logging in through that.

If via vpn client then probably need plusnet to raise with virgin a routing issue to investigate. :-(

A potential workaround is order a static ip £5 one off charge from member centre, that should put you in a new range of ips and may work if it's that specific ip Range problem. Would fix quicker if it works
gstar79
Newbie
Posts: 4
Registered: 26-01-2017

Re: Cannot reach Virgin Media hosted VPN on plusnet network, but can from other providers

Thanks MrSilver.

I am using Cisco AnyConnect client so I'll need plusnet to investigate. I believe the route needs investigating to understand why this is happening, if a genuine issue it could affect other users. When I use PingTools on my mobile whilst connected to my wifi I cannot reach the host, as soon as I use mobile data it reaches no problem.

 

The static IP is a good idea. I've asked plusnet under a web-case to try and give me a different IP range (80.229.x.x for example) so I can get connected again.

gstar79
Newbie
Posts: 4
Registered: 26-01-2017

Re: Cannot reach Virgin Media hosted VPN on plusnet network, but can from other providers

I made a followup call to Tech Support who I believe have raised a fault against my subnet of IPs in 51.7.x.x range reaching my VPN host.

 

Meanwhile, I have switched off my router and modem for 1hr and reconnected, this time picking up an IP address in the range 143.159.x.x, and now I can reach my VPN host and I'm back working!

 

However I would still like the fault investigated incase I get a power cut and end up on the 51.7.x.x range again, as I believe there is genuine issue. I couldn't be told what the subnet would be should I go down the static IP route so didn't choose that option at this stage.

MrSilver
Pro
Posts: 550
Thanks: 88
Fixes: 9
Registered: 05-10-2016

Re: Cannot reach Virgin Media hosted VPN on plusnet network, but can from other providers

glad you are back online, and yes hopefully plusnet will resolve the incident still even though your are working for now!