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iw803
Beginner
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Message 1 of 15

Can't connect vpn client to work network

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Until yesterday everything was working fine - I use Cisco Anyconnect client to connect to my work network when working at home, but this stopped connecting yesterday.

Talking with my work IT folks revealed no issues at their end, and one of them tried remotely logging into his home PC and connecting the vpn with the same result - no connection.  He is using a BT home hub (not sure which one) and I'm using a Netgear D6400 but we both now have the same problem.

I tried connecting to the vpn site through my web browser with the same result - can't be reached, site took to long to respond.

Talking to BT support was a joke - the chat line wasn't worth the time and the techexpert phone call stopped at the mention of the D6400, despite the information about my IT guy and his home hub.

Given the circumstances, my work IT folks believe that BT have stopped carrying vpn traffic - is anyone else experiencing an issue?

Can anyone from BT comment and help resolve this problem?

Here's hoping for some progress...

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Distinguished Sage
Distinguished Sage
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Message 2 of 15

Re: Can't connect vpn client to work network

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Welcome to this user forum.

This may point to the issue.

http://bt.custhelp.com/app/answers/detail/a_id/14244/c/346/?s_cid=con_FURL_help/webaddresshelp

The other suggestion would be to change your DNS server adresses on your PC to Google Public DNS 8.8.8.8  and 8.8.4.4 instead of BTs DNS servers.

BT do not block VPNs

If you are using a third party router, then you can change the DNS servers on that. You cannot change them on the BT home hub.

 

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iw803
Beginner
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Message 3 of 15

Re: Can't connect vpn client to work network

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Hi Keith - thanks for your reply.

I've just tried:
- changing the DNS server addresses on both my laptop and D6400 to explicitly use 8.8.8.8 & 8.8.4.4
- rebooting both router & laptop
no change - still no connection to the vpn site via Chrome.

I did try to go to that BT Web Address Help opt-out link at the bottom of the link you posted, but that also won't connect - takes too long to respond.

I'm not having any issues with any other sites.

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Distinguished Sage
Distinguished Sage
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Message 4 of 15

Re: Can't connect vpn client to work network

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Have you tried a traceroute to your VPN address?

ie.

Use tracert command at Windows command prompt.

 

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iw803
Beginner
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Message 5 of 15

Re: Can't connect vpn client to work network

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Hi Keith - a couple of runs shows the same result:

C:\Users\ian>tracert "vpn.domino-printing.com"

Tracing route to vpn.domino-printing.com [217.151.40.13]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 * * * Request timed out.
3 * * * Request timed out.
4 8 ms 7 ms 8 ms 31.55.186.188
5 8 ms 8 ms 7 ms core4-hu0-7-0-8.faraday.ukcore.bt.net [213.121.192.60]
6 8 ms 8 ms 8 ms peer6-hu0-12-0-0.telehouse.ukcore.bt.net [213.121.193.189]
7 7 ms 7 ms 7 ms t2c3-et-3-1-0-0.uk-lon1.eu.bt.net [166.49.211.236]
8 10 ms 10 ms 9 ms i-0-4-0-7-peer.ulco-core02.pr.telstraglobal.net [134.159.95.25]
9 9 ms 10 ms 10 ms i-91.ulco-core02.telstraglobal.net [202.40.148.33]
10 9 ms 9 ms 9 ms i-0-0-2-1.ulhc01.telstraglobal.net [202.84.176.121]
11 14 ms 14 ms 14 ms unknown.telstraglobal.net [217.151.33.74]
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

Does that look as though it's getting 'stuck' inside 217.151?

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Distinguished Sage
Distinguished Sage
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Message 6 of 15

Re: Can't connect vpn client to work network

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Looks like a problem with your VPN host.

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iw803
Beginner
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Message 7 of 15

Re: Can't connect vpn client to work network

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yes, that's what I also thought

I've forwarded this information onto my work IT folks to see what they can do

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iw803
Beginner
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Message 8 of 15

Re: Can't connect vpn client to work network

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I'm sorry, but as far as I'm concerned this problem is not yet resolved - I still cannot get the vpn to connect, and until I can this enquiry for me is not complete.

So far, we have some information that indicates the problem might be somewhere else, but this cannot be said to be resolved because the initial problem has not yet been fixed.

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pompey1898
Expert
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Message 9 of 15

Re: Can't connect vpn client to work network

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Hi @iw803,

Since this sounds like a business issue why not get your employer's IT department to sort it out with BT business.

That is what I did when I was working

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Distinguished Sage
Distinguished Sage
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Message 10 of 15

Re: Can't connect vpn client to work network

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Are your colleagues with non BT lines having problems?

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