VPN not working

[#1]

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?
 

[#2]

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 ?

[#3]

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-p...

[#4]

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@mikelahey wrote:

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

It does.

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[#5 · Accepted solution]

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.

[#6]

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

[#7]

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

[#8]

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

Thanks for your help everyone.

[#9]

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

[#10]

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.

[#11]

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?

[#12]

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

[#13]

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

[#14]

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. 

[#15]

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