Surfshark Website

[robcuk1]

I cannot access https://www.surfshark.com (VPN service) using my Fibre Broadband connection.

I have turned off all HomeSafe settings and rebooted router. That has not fixed the issue

Can you please investigate and resolve

Thanks

Robin

[Michelle-TalkTalk]

Hi,

I'm really glad to hear this 🙂

Thanks

Michelle

[robcuk1]

Waiting 30mins seems to have fixed the problem. Great stuff. Well done! 

[robcuk1]

Yes, cannot access the website, https://www.surfshark.com   (it's being blocked by some form of software - that's what the error is showing) - will turn the router off later today. It also does affect the mobile app too as sometimes the mobile app needs to access support.surfshark.com as well which is same domain of course. 

[Michelle-TalkTalk]

Ok thanks @KeithFrench 

Michelle 🙂

[KeithFrench]

Hi @Michelle-TalkTalk 

I just tried to reach this website & it worked fine. However, I did not try & download the VPN client. 

There might be something in the customer's last post:-

"This site can’t provide a secure connection
surfshark.com sent an invalid response.

Try running Windows Network Diagnostics.
ERR_CONNECTION_RESET"

Mind you I am not sure if the customer is trying to access the website via this VPN client?

[Michelle-TalkTalk]

Hello,

Ok thanks. Please let us know if there is no change. @KeithFrench - Can you think of any else that may be affecting this please?

Thanks

Michelle

[robcuk1]

This site can’t provide a secure connection
surfshark.com sent an invalid response.

Try running Windows Network Diagnostics.
ERR_CONNECTION_RESET

Although I also get ERR_SSL_PROTOCOL_ERROR 

I will try the 30min router power down later

[robcuk1]

It's a FAST 5364 - got it from the Login Prompt

[Michelle-TalkTalk]

Hi Robin,

I've checked and your router does has the latest version of firmware which should work fine with VPN. Does this also happen if you connect wired? Do you see any specific error messages when the VPN doesn't connect? It would be worth trying the 30 minute router power down as this can sometimes help.

Thanks

Michelle

[robcuk1]

I have not tried for 30mins. I could do this later. I will also try bypassing the Mesh wireless / wired network just in case too. Directly use a port on the router etc...  that is one check I have yet to do. I don't think it's the Mesh as I can see no security related setting in place on that setup?

I don't know whether it's ever worked to be honest. Router wise, I'm not sure, it doesn't actually say the model on the back or anywhere on it. How can I tell?    Can you check your end?

Thanks

Robin

[Michelle-TalkTalk]

Hi Robin,

I'm sorry to hear this. Have you also tried powering down the router for a full 30 minutes as this will reset the current session and can often resolve the issue? Has this previously been working ok? Which router do you also have please? (make and model)

Thanks

Michelle