topic Re: I can't access my work VPN (Zscaler) using Talk Talk Broadband in Broadband

I can't access my work VPN (Zscaler) using Talk Talk Broadband

jtisc — Tue, 24 Oct 2023 14:33:24 GMT

I can't access my work VPN (Zscaler) using Talk Talk Broadband

Work VPN : ZSCALER

App version: 4.1.0.89

However I can access my work VPN using mobile data.

I can access my work VPN on other Wi-FI.

Until a few weeks ago when I got a new PC build I connected to work VPN without a problem. First with CheckPoint VPN and then AWS RAS VPN

My broadband has not changed.

My home access is fine.

The new thing appears to be the combination of Zscaler and my broadband.

On their own and with other components they work but together they cannot maintain a tunnel. 😞

Re: I can't access my work VPN (Zscaler) using Talk Talk Broadband

Karl-TalkTalk — Tue, 24 Oct 2023 14:44:15 GMT

Can you please add your home phone number or Account number to your Community Profile.

We will not attempt to call you, this is so we can locate your account and run tests on your line if you are reporting a fault.

We will then reply via this thread in our Community with any further advice or next steps.

If unsure of your phone number, and if your line is working simply dial 17070 from your land line phone and this will confirm the number for you. Alternatively these details can be found within My Account online or may be on the heading of any paperwork you have received.

Please post back on this thread when this has been done.

Thanks

Karl.

Re: I can't access my work VPN (Zscaler) using Talk Talk Broadband

jtisc — Wed, 25 Oct 2023 11:29:48 GMT

Hi @Karl-TalkTalk , community profile updated with account.

Re: I can't access my work VPN (Zscaler) using Talk Talk Broadband

Debbie-TalkTalk — Wed, 25 Oct 2023 12:16:59 GMT

Hi jtisc

Please can you also add your TalkTalk landline number to your Community Profile?

Which make and model of router are you using?

Re: I can't access my work VPN (Zscaler) using Talk Talk Broadband

jtisc — Wed, 25 Oct 2023 23:24:23 GMT

Hi @Debbie-TalkTalk

DLINK DSL-3782

Firmware Version: v1.10t

Re: I can't access my work VPN (Zscaler) using Talk Talk Broadband

jtisc — Thu, 26 Oct 2023 01:14:33 GMT

FURTHER TESTING

Broadband normal mode with Protection ON

Temporary WIRED connection for testing but cannot be used to work as router is rooms away from work area.

case 00 | Wi Fi connection | Protection ON | Cannot maintain VPN

case 01 | Ethernet connection | Protection ON | Cannot maintain VPN

Broadband temporarily switched Scam protection OFF in "My account":

case 10 | Wi Fi connection | Protection OFF | connects VPN but temperamentally, have to re-start a couple times

case 11 | Ethernet connection | Protection OFF | appear s to maintain VPN

mobile data comparison only test case:

case 100 | Mobile data | no TT network features | VPN connection is maintained

Re: I can't access my work VPN (Zscaler) using Talk Talk Broadband

Debbie-TalkTalk — Thu, 26 Oct 2023 05:53:42 GMT

Hi jtisc

Thanks for your reply.

I think we should send you a Sagemcom WIFI hub, would you like me to arrange this?

Re: I can't access my work VPN (Zscaler) using Talk Talk Broadband

jtisc — Fri, 27 Oct 2023 02:01:07 GMT

Hi @Debbie-TalkTalk ,

If you can arrange it I would be willing to try the 'Sagemcom Wi Fi hub' - thank you.

Re: I can't access my work VPN (Zscaler) using Talk Talk Broadband

Debbie-TalkTalk — Fri, 27 Oct 2023 05:19:29 GMT

Hi jtisc

Please can you send me a Private Message to confirm the name on the account, I can then send you the replacement router.

Thanks

Debbie

Re: I can't access my work VPN (Zscaler) using Talk Talk Broadband

Debbie-TalkTalk — Mon, 30 Oct 2023 09:45:12 GMT

Hi jtisc

Thanks for the Private Message.

The router is on its way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Debbie

Re: I can't access my work VPN (Zscaler) using Talk Talk Broadband

jtisc — Wed, 01 Nov 2023 21:53:11 GMT

Thanks @Debbie-TalkTalk ,

Sagemcom FAST5364 received. Will update next week when I bring my kit back and work from from home.

Re: I can't access my work VPN (Zscaler) using Talk Talk Broadband

Anonymous — Thu, 02 Nov 2023 06:14:20 GMT

Morning,

Great thank you for confirming and please let us know how you get on.

Thanks

Michelle

Re: I can't access my work VPN (Zscaler) using Talk Talk Broadband

Debbie-TalkTalk — Tue, 07 Nov 2023 09:44:07 GMT

Hi jtisc

How are you getting on?

Re: I can't access my work VPN (Zscaler) using Talk Talk Broadband

jtisc — Tue, 07 Nov 2023 11:38:26 GMT

Hi @Debbie-TalkTalk ,

I have now tested and happy to confirm I have a stable VPN connection, over Wi Fi with safety setting on.

From this perspective the query is resolved.

A curiosity is that the router dashboard software does not correctly report internet connected status. I see the following even right now when I am browsing and streaming etc.! It does not seem to impair service otherwise.

Re: I can't access my work VPN (Zscaler) using Talk Talk Broadband

Debbie-TalkTalk — Tue, 07 Nov 2023 11:54:46 GMT

Hi jtisc

I'm glad to hear that the VPN connection is now working ok.

Have you tried this in a different browser?

Re: I can't access my work VPN (Zscaler) using Talk Talk Broadband

jtisc — Tue, 07 Nov 2023 14:12:28 GMT

Yes tried the dashboard on 2 different browsers and even on another device. Same situation.

Reports that it is not connected to the internet even though it is.

Re: I can't access my work VPN (Zscaler) using Talk Talk Broadband

Anonymous — Tue, 07 Nov 2023 14:28:13 GMT

Good afternoon,

Thanks for confirming. Have you tried resetting the router and then retested this again?

Thanks

Michelle

Re: I can't access my work VPN (Zscaler) using Talk Talk Broadband

jtisc — Tue, 07 Nov 2023 15:27:54 GMT

hi @Anonymous yes I have re-set the router once, since unboxing, before I noticed this issue. I'd want to avoid doing it again and I have updated device names which takes time

I have powered off with the switch a few times and re-started the router using the admin interface with no change.

Re: I can't access my work VPN (Zscaler) using Talk Talk Broadband

Debbie-TalkTalk — Wed, 08 Nov 2023 06:42:06 GMT

Hi jtisc

I've checked and the router has the latest firmware version.

I would suggest trying a pin hole reset for ten seconds. If you would prefer not to factory reset the router and it's not affecting you using the connection then I wouldn't worry too much.

Re: I can't access my work VPN (Zscaler) using Talk Talk Broadband

jtisc — Fri, 10 Nov 2023 01:37:52 GMT

Hi @Debbie-TalkTalk I am happy to accept the router replacement as a solution, thank you all,

and I'll take the unchanging connection status as a non-impacting feature. 🙂