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VPN Issues

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Newbie
Posts: 3
Registered: ‎22-04-2020

VPN Issues

Hi,

 

I am writing on behalf of a colleague at work (I work in the IT Team). He has PlusNet and has recently started to experience VPN connectivity issues. As an IT team we have fully tested his setup and believe the problem to be with his PlusNet internet connectivity - for example he doesn't have the issue if he tethers his laptop to his iPhone, however this isn't a long-term solution. 

 

Previous posts on the community have suggested that there is an issue with certain VPN clients and certain allocated IPs. Would it be possible to check if his IP is in the allocated range that is affected by the issue?

https://community.plus.net/t5/Everything-else/VPN-not-working/td-p/1555802/page/8

 

I've also seen comments from PlusNet staff saying that "the firewall on our end was set too high and was blocking your VPN"

https://community.plus.net/t5/Everything-else/VPN-not-working/td-p/1555802/page/8 Could this also be checked?

 

Obviously I don't want to publicly post my colleagues details here, so if someone could help I can DM the necessary information needed to assist with this issue. 

 

 

Kind Regards,

 

Richard

Tags (3)
4 REPLIES 4
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Superuser
Superuser
Posts: 8,607
Thanks: 1,970
Fixes: 131
Registered: ‎30-07-2007

Re: VPN Issues

Your colleague can check ( and change ) the Firewall settings himself via the member centre at this url https://www.plus.net/member-centre/broadband/firewall ( he will need to login with his plusnet username & password ).

As to the possible problem with certain IP's , a solution that usually works is to change to  static IP since they are allocated from diffrent IP ranges. Again your colleague can do that himself via the member centre https://www.plus.net/member-centre/broadband and select configure static IP.

In both cases, the PPPoE connection will need to be dropped and reconnected for the change to be effective.

Highlighted
Newbie
Posts: 3
Registered: ‎22-04-2020

Re: VPN Issues

Thanks for the quick reply. 

 

I'll get him to give these things a go and will report back later (or tomorrow) with an update. 

 

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Plusnet Help Team
Plusnet Help Team
Posts: 245
Thanks: 85
Fixes: 20
Registered: ‎08-04-2020

Re: VPN Issues

Hi @RJC

 

If there will be still same problems, drop me PM with username and I will look into this account. Static IP mentioned earlier usually helps with VPN issues as connection goes through L2TP and this is quite common standard of tunnelling used within VPN.

 Piotr
 Plusnet Help Team
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Newbie
Posts: 3
Registered: ‎22-04-2020

Re: VPN Issues

Thank you.

Frustratingly I'm still awaiting an answer back from our end user. 

I've given them another nudge this morning.

 

Many Thanks