topic Re: Zscaler keeps dropping every min in Broadband

Zscaler keeps dropping every min

emile — Tue, 27 Feb 2024 12:18:05 GMT

App ver: 4.2.0.198

For me to WFH I need this VPN on but according to my TECH Bar at work I need to contact my ISP regarding this issue

(talktalk wifi hub = FAST 5364-3 T8)

Re: Zscaler keeps dropping every min

Debbie-TalkTalk — Tue, 27 Feb 2024 12:24:52 GMT

Hi emile

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: Zscaler keeps dropping every min

emile — Tue, 27 Feb 2024 12:44:54 GMT

updated

Re: Zscaler keeps dropping every min

Debbie-TalkTalk — Tue, 27 Feb 2024 12:48:36 GMT

Hi emile

Thanks for updating your Community Profile.

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

Are you only experiencing drops in connection when using your VPN client?

Re: Zscaler keeps dropping every min

emile — Tue, 27 Feb 2024 13:43:12 GMT

that's correct my VPN client keeps on dropping

Re: Zscaler keeps dropping every min

Anonymous — Tue, 27 Feb 2024 13:50:16 GMT

Hi emile,

Can I just confirm, has this never worked or has this only just started happening? Have you tried factory resetting the router and then re-set it up again?

Michelle

Re: Zscaler keeps dropping every min

emile — Tue, 27 Feb 2024 13:56:37 GMT

hasn't worked yet!
After a month of testing on my mobile hotspot & different ISP. I think its the packets not fully arriving or something to do with the tunneling.

Re: Zscaler keeps dropping every min

Anonymous — Tue, 27 Feb 2024 13:57:41 GMT

Ok, would you like us to send a replacement router for testing purposes to rule this out?

Michelle

Re: Zscaler keeps dropping every min

emile — Tue, 27 Feb 2024 13:59:25 GMT

Yes please

Re: Zscaler keeps dropping every min

Chris-TalkTalk — Tue, 27 Feb 2024 15:32:25 GMT

Hi emile,

I've ordered the router, it should be with you within a couple of working days

Chris

Re: Zscaler keeps dropping every min

emile — Mon, 04 Mar 2024 08:53:21 GMT

New router has been installed & am still having issue with my Zscaler

Re: Zscaler keeps dropping every min

Chris-TalkTalk — Mon, 04 Mar 2024 10:33:37 GMT

Hi emile,

is the issue exactly the same with the new router as it was with the old one?

Chris

Re: Zscaler keeps dropping every min

emile — Mon, 04 Mar 2024 11:32:37 GMT

The same problem, I've seen that this has been a problem in the past when looking at your threads.

Re: Zscaler keeps dropping every min

Chris-TalkTalk — Mon, 04 Mar 2024 12:55:08 GMT

Hi emile,

Do you have a modem and router connected?

Chris

Re: Zscaler keeps dropping every min

emile — Mon, 04 Mar 2024 13:45:28 GMT

a modem connected to the hub

Re: Zscaler keeps dropping every min

Chris-TalkTalk — Mon, 04 Mar 2024 13:51:39 GMT

OK thanks, so you have the modem connected to the telephone socket and the hub connected to the modem?

Chris

Re: Zscaler keeps dropping every min

emile — Mon, 04 Mar 2024 13:54:15 GMT

that's correct

Re: Zscaler keeps dropping every min

Chris-TalkTalk — Mon, 04 Mar 2024 14:03:31 GMT

Thanks. Can you switch the modem and router off and leave them off for at least 30 minutes, then switch back on and retest - please let us know how you get on

Chris

Re: Zscaler keeps dropping every min

emile — Tue, 05 Mar 2024 09:40:47 GMT

I’ve done that but It made it worse now I just got an orange light & no internet!
this has affected my work over the past couple of months!

I work remotely but can't do that, If we can't figure this out I'll have to change providers.

Re: Zscaler keeps dropping every min

Chris-TalkTalk — Tue, 05 Mar 2024 09:25:29 GMT

Thanks for trying that, do you still have no internet?

Chris