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jat999
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Message 1 of 12

Unable to connect to place of work with VPN

I need to spend about half my working week at home, so i have VPN enabled to connect to the office.

The problem is the VPN is erratic. Some weeks I can work un-interrupted, other times I am unable to connect at all.

 

The error reported is "The network connection between your computer and the VPN server was interrupted....."

 

I seem to be the only one in the team who cannot connect via VPN.

 

I ran a Tracert to the VPN server and it fails after server 84.93.253.11x. which is a plus.net server. The workplace ISP is BT.

 

I also have a Virginmedia line into my house. If I run the tracert, guess what, it also fails at about the same server address. 84.93.253.12x again is a plus.net server.

 

I raised this with the online help tool, connecting to somewhere on the planet, but all their solution was to reboot my hub.....

 

Any wise owls out there with an idea please. Its costing me time and money not being able to work from home.

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11 REPLIES 11
Keith_Beddoe
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Message 2 of 12

Re: Unable to connect to place of work with VPN

Welcome to this user forum.

 

Are you a BT Broadband customer?

 

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jat999
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Message 3 of 12

Re: Unable to connect to place of work with VPN

Hi Keith

Yes I am
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Keith_Beddoe
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Message 4 of 12

Re: Unable to connect to place of work with VPN

The trace may fail if the router does not respond to ping requests.

 

Have you tried changing your public IP address, to get a different route?

 

You can do that on a home hub by usiing the dissconnect then reconnect option, without having to restart or physically disconnect the home hub.

 

On your current IP address, does the trace fail?

 

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jat999
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Message 5 of 12

Re: Unable to connect to place of work with VPN

Hi Keith

I have the same failure if i log onto another router. My son has VM in the house, if I log onto his router, i get the same failure at a similar server address on the tracert hop.

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Keith_Beddoe
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Message 6 of 12

Re: Unable to connect to place of work with VPN

Not sure this forum can be much help, if its a Plusnet network router. You may be best raising the issue on the Plusnet forum, as BT Retail are not going to be able to help.

 

What is the full IP addresses of the Plusnet routers, as you have missed the last digit? I can see on Ripe, that its part of a Plusnet allocation, but can you ping it?

 

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jat999
Beginner
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Message 7 of 12

Re: Unable to connect to place of work with VPN

Hi Keith

 

My router / hub is BT infinity 2 Home hub 4.

 

I can ping the last server no problem, its, to me, the next server in the loop i think it fails on.

 

I would like to share with you the Tracert screenshots, but i do not want to do so on an open forum as i worry it might be exposed to someone hacking into the server.

 

If you are OK, I could mail you the .png files, but also understand if you dont want me to.

 

John

 

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Keith_Beddoe
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Message 8 of 12

Re: Unable to connect to place of work with VPN

Its fine to post traces and IP addresses, as hacking attempts tend to be automated and not targeted on an IP address.

 

Plenty of people post IP adresses and traces here.

 

I am trying to determine the two nodes and IP ranges, or you can look them up yourself on the RIPE  database, as Plusnet would need this information to pass to BT Wholesale.

 

For instance if the IP address was 84.93.253.110 then

And 84.93.253.120

 

They are both on the address range.

 

I have sustituted the last number, so I can look up the range.

 

That information would need to be passed to Plusnet, as BT Retail who own this forum, cannot do that.

 

 

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jat999
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Message 9 of 12

Re: Unable to connect to place of work with VPN

Hi Keith

 

Please see two attached images of the tracert. One from my BT and the other from VM 

 

John Tracert OVF VM ISP.PNGTracert OVF BT ISP.PNG

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Keith_Beddoe
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Message 10 of 12

Re: Unable to connect to place of work with VPN

I assume that when this happens, your VPN fails to connect?

 

The problem is the outgoing link from those two Plusnet routers, the probably share the same path.

 

You need to pass this information to Plusnet, probably via their forum. You can refer back to this thread.

 

I would also do a trace when the VPN works, so you can compare the different routes.

 

I get the same result from here.

 

C:\Users\Keith>tracert office.orchard-valley.co.uk

Tracing route to office.orchard-valley.co.uk [212.159.105.33]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4    12 ms    12 ms    11 ms  31.55.187.180
  5    12 ms    12 ms    12 ms  core1-hu0-8-0-1.southbank.ukcore.bt.net [195.99.127.176]
  6     *        *        *     Request timed out.
  7    12 ms    11 ms    11 ms  411.ae1.central10.psb-bng04.plus.net [84.93.253.126]
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 

So it does look like a broken route.

 

Try https://community.plus.net/t5/Forum/ct-p/Forum

 

There is a contact link there, so they may be able to ask BT Wholesale to take a look.

 

 

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