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Using a VPN

A VPN (virtual private network) is a private network away from a public internet connection, meaning that only authorised people can access it. Your access to company systems and software will be through this secure connection, this is ideal for workers away from the work premises as it's completely safe to use as your company will have set up a secure encrypted connection, so it's like being in the office at home. 


Your company will have software installed on your machine usually a laptop and you have to login with your username and password to be able to access the work tools you need to do your job. If you're having any difficulty with your VPN then in the first instance contact your IT department.


  1. If you’re using Wi-Fi, try connecting your device directly to your router using an Ethernet cable
  2. If it works on a wired connection and not wirelessly it's worth splitting the SSID and re test
  3. If not already try your router in the main phone socket
  4. Factory reset your router see our helpful guide Restore your router to factory settings 


If you are having any issue connecting to the VPN  then in the first instance it's worth talking to your I.T. department, as we do not stop access to VPNs. 


If you find yourself working from home and have to use remote desktop applications like TeamViewer, Anydesk or Remote Desktop Manager, and you have Scam Protection already enabled on your line and you're sure that the service you want access to is genuine, then follow these steps to turn it off;

    1. Log into MyAccount
    2. Select My Services
    3. Select View HomeSafe settings
    4. Select OFF and confirm when you see the pop up window


If you've tried this and still cannot access then you can Contact the Community.



You may find yourself having to work from home over the coming weeks, so we've created some tips for taking care of yourself, staying well and getting the best out of your broadband, for more information check out tips for working from home  


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