EE and VPN Connection.

[jester212]

Good day. 

I am hoping someone here can assist, as the EE customer service Tech that i spoke to dissmissed my issue.

I work from home 1 day a week and to enable me to do this i must connect to my office server via a windows VPN connection. I had no issues doing this until i switched my Full Fibre service to EE. Ever since then i have had several issues in establishing a connection. 

My first port of call is normally via my employers IT company and they go through there troubleshooting guide but to date they cannot find an issue with any of the settings or VPN credentials. They have indicated that it would seem something from the ISP side is dropping or blocking a connection. So they recommended that i contact my ISP and raise the issue with them. I called EE this morning and only to be told that they do not support VPN connections and were exteremly unhelpful. 

To add to the confusion if i disconnect my laptop from my home Wifi and connect via my mobile phone hotspot (Which is EE 5G) i can connect to the VPN without an issue. 

My network adapater has been reset, router hub has been reset and power flushed, i have a desktop that is connected via ethernet cable and a lapotop via wifi and none of these can connect to my works VPN.

So is this a case of EE blocks certain VPN connections or don't support it at all? It is exteremly frustrating to be told it isnt supported or there is something wrong with my hardware when there cleary isn't.

Any help would be grately appreciated. 

[ObservedFox]

I am experiencing same issue.

I have been on the EE4G Hub since October and not experienced any issues until about a week ago.

Now it cannot connect and I need it for work. Having to use my mobile data when at home to work.

[Mustrum · Accepted solution]

@jester212   I suggest going back to your companies IT team, and get more information from them. They should be able to tell if and what they can see when you try and connect - this is not something that the Broadband Care Team can do.

The fact that you are able to connect to the Internet and other sites is all you can expect from EE., not your companies VPN system.

EE does not block VPN traffic, but the whole point of using a VPN is to secure traffic between you and the end point, in this case your company.

You company should be able to give you some info about ensuring you can connect to them, using simple ping and tracert commands.

HTH.

[ObservedFox]

Hello Jester,

Just did an update for Global Protect VPN and everything now seems to be working!

Thought this might be the same issue for you, I hope you get yours up and running soon!

[Epicfuzzball]

Hey @jester212 

I work in IT and came across this issue too. You need to ask EE when you router connects to the internet of it uses ipv4 or ipv6. If it uses ipv6 then chances are your vpn will never work as majority of vpn clients don’t like ipv6. Using your mobile phone internet properly means it makes a connection using ipv4 which is why your vpn client marked when using your mobile phone internet. 
I hope that this helps. Happy to answer any further questions 😊

[Epicfuzzball]

Hey @ObservedFox 

I work in IT and came across this issue too. You need to ask EE when you router connects to the internet of it uses ipv4 or ipv6. If it uses ipv6 then chances are your vpn will never work as majority of vpn clients don’t like ipv6. Using your mobile phone internet properly means it makes a connection using ipv4 which is why your vpn client marked when using your mobile phone internet. 
I hope that this helps. Happy to answer any further questions 😊

[Mustrum]

No need to ask EE, just log into the router to see if it is activated.

It will depend on the service, as IPV6 is only available on recent provisions, that said IPV4 is also available. I would expect the VPN client to use an appropriate protocol to connect to a corporate VPN. Still worth mentioning to the IT team though.