VPN

[mikel09]

Hi!

I've just moved to full fibre (eero router) and I am unable to access my work drives with the connection (I can however access them when hotspotting from my mobile). My IT department say that it's usually a problem with the ISP and the IP address that my work VPN is using. We use FortiClient. Please would someone be able to assist?

Many thanks,

[Michelle-TalkTalk]

Good morning,

Thanks for the update. Have you tried following the troubleshooting steps directly in the eero app?

Thanks

Michelle

[mikel09]

I've connected the TalkTalk router to the eero router and i'm now able to connect to my drives when I use the TalkTalk router connection. I guess it must be some kind of setting with the eero router in that case! Any idea what might be the issue?

In any case, this has fixed the issue for me. Thank you for your help!

[Karl-TalkTalk]

Hi

Router now ordered for you.

Regards,

Karl. 

[mikel09]

Thanks, I've done that now. 

[Karl-TalkTalk]

Hi

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

I can then send out a router for testing.
 

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

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

Thanks

Karl.  

[mikel09]

No I don't have another router to test with unfortunately as I sent back my old TalkTalk one when I switched to Full Fibre - would you be able to send one out for me to test? Are there no other settings that can be changed on your end to try and fix the issue?

[Michelle-TalkTalk]

Morning,

We can only update the firmware for our Wifi Hub routers. Do you have a different router that you could test with please?

Thanks

Michelle

[mikel09]

They say that they don't assign a specific proxy and DNS and they use their own DNS server so I can't change to the one you mention. 

I saw on another thread that updating the firmware of the router fixed the issue for someone - could that be the issue here?

[Karl-TalkTalk]

Hi

I would ask your IT dept if they assign you to a specific proxy or DNS when connecting to VPN.  

I'm not sure if you are able to manually change the DNS server on your device to force it to use google DNS, 8.8.8.8 and see if this makes a difference.

Karl.

[mikel09]

Our Fortigate VPN Public IP Address is 10.212.134.0/23 and another one is 10.137.249.0/24,10.212.134.0/23. 

I'm trying to navigate directly to the full path directory as opposed to using the shortcut and that doesn't work either unfortunately.

Many thanks,

[Karl-TalkTalk]

Hi

It's a strange one. If VPN connections were blocked, you would not be able to connect at all, so if items are not accessible when connected it is usually a network issue within your VPN environment. 

Does your workplace use any specific proxy.  Are you able to connect to the folders by specifying the full directory path rather than using a shortcut etc ?

Karl.

[mikel09]

Yes my VPN is showing as connected I just can't access the network locations.

[Karl-TalkTalk]

Hi

Are you able to make a connection to your work VPN initially, or is the connection refused ?

Karl.