Slow / intermittent connection over zscaler

[#1]

My wife who has been wfh for the last week is suffering very slow / intermittent connection  through to her office using zsaler. Running speed tests they can drop to < 1mb/sec, whereas on a personal lap top, not using zscaler, she & I get  around 65Mbps, or better.  She also has tried using  Juniper Networks 'Network Connect' VPN, and that is even worse.

Most applications drop or time out, and render this unworkable.

Can you help.

[#2]

Hi @Andy9843,

I have tested the line and cannot find any problems with the connection itself. It is stable (as per the graph below) and syncing at 78.1as mentioned, you're having no issues with your personal laptop.

It may be worth checking first with whoever has supplied the software for your wife's device if it has been supplied by an IT department for example as they may be able to troubleshoot more specifically. Other things to consider may be the device firewall settings or to try the software on a different device to see if this resolves the problem.

[#3]

@Andy9843  I would also check that the PlusNet firewall which is found somewhere in the member centre is set to "Low" or VPN services that you are using will not work.

[#4]

Hi

Yes the company laptop is supported by an IT dept. My wife has been in touch, and they have been assisting today. 

As mentioned the problems are intermittent, and the last couple of days have been fine - but today there has been no connection possible to the zscaler, or Network Connect VPN. 

IT suggested to connect through her mobile phone (EE), when using the mobile signal, everything was fine, but as soon as she connected laptop to broadband, or laptop to phone to broadband, then the connection could not be re-established.

They are suggesting that Plusnet are managing the  vpn/zcaler traffic differently from other providers.

Throughout, other direct internet traffic is fine, and hold over 60mbps consistently. 

She has spoken to other colleagues with similar laptops, now working from home, (not on Plusnet) and they do not experience these problems. 

Thanks

Andy

[#5]

Hi RealAleMadrid 

Although I can find the option to check the plusnet firewall, under 'Broadband', clicking on 'Broadband Firewall' gives a blank screen - is it not enabled ?

Thanks

Andy

[#6]

@Andy9843  That's very strange, I just checked and there is a screen showing the current firewall setting and various options to change it and save the changes. If the connection has been working it probably isn't related to the firewall, unfortunately PlusNet Customer service do not offer much, if any support for VPN use so unless the IT people can give you some specific information on why the connection is failing I am not sure how you can progress this problem. You could ask PlusNet to check the firewall setting for a start. Getting a response in the present situation is a rather difficult.🤔 

[#7]

We are having very similar issues.   Last week, everything was fine; but in the past few days, our connection has been dropping out frequently (several times / hr) and it's been impossible to participate in MS Teams calls.  Both my wife and I are now WFH, using company issued laptops running zscaler and (in my case) a Pulse Secure VPN.  Our Plusnet firewall is set to OFF.   I've change the microfilters, restarted the modem / router, added then removed a range extender, booted the kids off Netflix and Spotify; none of which has helped.  And reaching anyone in Plusnet is proving to be a challenge.

I'd have added the "Pro" add-on, but the website tells me there a change pending on my account (I didn't ask for anything) and it won't allow me to make any updates to my broadband package.  So I'm kind of stuck...    Next steps will be throwing money at a better modem / router set up, but I'm not really that hopeful about that approach resolving anything.  

[#8]

I would not bother with replacing hardware, I use a draytek router modem on 80/20 package done speed test this morning and I'm getting 12/1.

So suspect Plus.net as not restricting what people can use the internet for and we are getting the issues.

I am also using MS Teams and constantly drops out.  If I could switch to Virgin Fibre I would.

[#9]

I think we might have made a little progress...   Both the office laptops use ZScaler, and they don't seem to play nicely on the same network.   When one laptop is off or in flight mode, we don't seem to have the same issues with MS Teams calls.  I don't have the admin access to my laptop to switch it off or update settings, so difficult to know for sure.    Case open on the company service desk too, so we'll see if they have any suggestions.  

[#10]

Interestingly for us, the last few days - since last Wednesday have been pretty good. No changes at all at our end, but is working fine now. Touch wood, & wonder if it will last.