ZScaler VPN being throttled

[jimboyle1980]

Hello,

My work computer uses a VPN to connect to company resources -

ZScaler 4.3.0.161

This is being restricted when connecting via my TalkTalk router - I have disabled the anti-scamming setting as advised by support but this has not helped and I get <1mB sec download.

Other devices are all 15mB+ via WiFi

Upload speed is fine

The router was also replaced last week and has not helped

[KeithFrench]

Thanks very much, I am still waiting on the other customer to get back to me. Is ZScaler free and what VPN protocol does it use?

[jimboyle1980]

Ah yes -

Device Ver.: FAST 5464-2.T4

[KeithFrench]

No, that is part of Sagemcom's address in France, above that you will see either FAST5364 or FAST5464.

[jimboyle1980]

Hello,

Firmware version SG4K100174

It's a Sagecom 5001 looking at the sticker on the back

[KeithFrench]

Hi @jimboyle1980 

Thanks, is it the Sagemcom 5364 or 5464 and is it running firmware ending in 174?

[jimboyle1980]

Hi Keith - details in picture hopefully.

Let me know if you can't see it and I can type out directly.

 

[KeithFrench]

Hi @jimboyle1980 

I have seen someone else with problems using this VPN client now & I want to compare the two to see if there is anything common between the two problems. Please can you confirm the make/model of TalkTalk router that you are using & what package are you on?

[KeithFrench]

If you want to PM me (to protect your privacy) screenshots from your analyser & tell me which network is yours, I'll take a look anyway.

The information below is provided by TalkTalk, for confirmation please contact @Debbie-TalkTalk or@Michelle-TalkTalk.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help with others.

If you need further help or, if we need to take any details such as personal information about your account like phone numbers, account numbers etc. one of the TalkTalk team will jump in and help out.

[jimboyle1980]

Thanks

I have tried to scan the WiFi and select the best bands as needed but that made no difference.

The openreach engineer suggested it might be interference but I've got no new electronic devices so I'm at a loss.

[KeithFrench]

Hi @jimboyle1980 

The sync speed should not be varying like that at the router, the lower speeds of the devices of 10 - 20M, may be down to WiFi interference, with which I can help a lot. However, this would still not account for such a low VPN speed.

I think the way forward here (as it seems like there are three distinct problems) is to deal with it like this:-

1. Get TalkTalk to fix the varying sync speed on the router.
2. I'll help you with the WiFi interference.
3. Finally, investigate the VPN speeds if doing 1 & 2 above has not sorted it.

I will escalate this back to TalkTalk for you now.

[jimboyle1980]

Yes that is exactly what I mean.

When I log into the router it varies from 20 to 40mb, when I do the speed test online sometimes it says the router is ok sometimes not.

[KeithFrench]

I don't think I understand what you have said in your last post. Are you saying that you get 10-20M on your other devices without the VPN & 0.3M with the VPN on your work laptop?

If this is the case, how do these other devices connect to the router? If you log into the router, what speeds does it show there?

[jimboyle1980]

Hello,

Yes I have done that and have ANOTHER complaint open for that.

On my other devices I get about 10-20mb on the VPN I get about 0.3 consistently.

I should be getting 34, I'm on a 67 plan.

Hilariously I've been told to "upgrade" - I can't even get a faster plan unless I change provider...

[KeithFrench]

Hi @jimboyle1980 

@Michelle-TalkTalk has asked me to help you. However, most VPN issues are as @Debbie-TalkTalk has said is down to the VPN server or its routing from there to its internet router. I understand that your employer won't allow you to use this laptop without it. Can you do any speed tests on a device of your own, so that it does not involve the VPN connection? Apologies, if you have already done this, but from a quick look at your thread I haven't noticed this.

[Michelle-TalkTalk]

Morning,

Ok. I'm not sure why your VPN speeds are a lot lower as we don't throttle speeds. @KeithFrench have you ever seen this before?

Thanks

Michelle

[jimboyle1980]

Without VPN.

I don't have a device I can turn it on and off and run a test in both scenarios.

[Chris-TalkTalk]

Sorry, do you mean using the VPN on your mobile or is this without the VPN?

Chris

[jimboyle1980]

I've tested it on every device I can

Through my mobile it's highly erratic sometimes at 20mb sometimes at 4mb

Though my work laptop with VPN on its ALWAYS about 0.3mB 😭

[Chris-TalkTalk]

Thanks. Do you have access to another device that you can test with?

Chris

[jimboyle1980]

Started recently although about 3-4 weeks now, 2 weeks ago it became unbearable. Ironically about the time they were installing super fast in the village.