Turning off firewall on router.

[#1]

Following MUCH contact with my IT team at work re my inability to connect to the work network it would appear that the issue lies with the router firewall block the VPN.  We have tried to switch this off but get an error message.  I sent the appropriate text to the Customer Service Team yesterday but have heard nothing.  I understand that a number of other users have had this issue.  Any suggestions on how to proceed to get a speedy resolution would be much appreciated.  Thanks in advance.

[#2]

It's not recommended that you turn off your firewall because you're putting your network at risk. I'm surprised that the IT team at your work have even considered it to be a good option.

However, there are two firewalls on Plusnet's network: one is managed by the owner of the account within your account and the other is on your router.

If your issue is with the firewall, your work should supply a good router (Draytek, for example) which can establish a secure VPN connection. 

If you know that other users have had the same issue, you should use the 'search' function available here to find such topics to see if a solution has been offered. 

[#3]

What router are you using and do you know (or can you find out) what type of VPN your company is using? (PPTP, IPSec etc.)

I have never come across an example where one of the routers we provie is blocking legitimate access to a corporate VPN

[#4]

Just to make this clear my work IT team did not suggest switch off the firewall.  When I work from home I use a work lap top which has been tested by the team on numerous occasions and is found to be working. The IT Team, therefore, suggested initially that it was a wifi issue.  This appeared not to be the cause as it worked fine for domestic use and for work use by another household member.  Ditto the router.  I have tested the laptop at a neighbour's house and was able to access the work network without any problems.

I did an internet search and from this is my understanding that some router firewall's  do not like certain VPNs.  The solution appeared to be to lower the firewall or switch it off.  Hence the question.

[#5]

Thanks. Still a tad confused though.

What worked fine for work use by another household member? The same VPN? From the same laptop? A different laptop?

Are you saying you can connect to the work VPN when using somebody else's Wi-Fi but not your own? And that when you disable the firewall on your router you can then connect using your own Wi-Fi too?

And to repeat the question from my last post:-

What router are you using and do you know (or can you find out) what type of VPN your company is using? (PPTP, IPSec etc.)

[#6]

Hi @ClaireW 

Just to clarify, do you mean the router firewall, or the broadband firewall you’d access through your account Here? If the latter, we’re aware that you’ll get an error when you try to change the settings we’re working on getting to the bottom of as soon as we can. 

[#7]

<< Just to make this clear my work IT team did not suggest switch off the firewall.  .>>

Well, in your original post, you stated 'we have tried to switch it off', which suggests you and your IT team working together on this. 

You should check your settings for your broadband firewall to start with, as I suggested and repeated by another poster.

If it doesn't help, you might have to get a better router that enables a VPN access to your work. Your work should be able to advise what routers they support and how to configure VPN access on them.

Alternatively, your IT team can set up a VPN software client on your work laptop to establish a secure connection with your work. This can be done with the firewall being on on your router. 

[#8]

As a non-techie I am told that the issue lies with a firewall blocking my NHS VPN.   

Is there any indication when the error message will be solved?  In the meantime, are there any workarounds as I am keen to be able to have the option of working from home.

[#9]

Thanks for getting back to us @ClaireW 

No problem and I’m afraid I don’t know when the issue will be resolved, but we do have people actively working on it to try to fix as soon as we possibly can. 

Does the broadband firewall show in a high state for you? If so, I’m really sorry for the inconvenience.

[#10]

So, as we said above, you need to read about Plusnet's broadband firewall settings for your connection (point number 4 and 11, which you should find helpful): https://www.plus.net/help/broadband/about-plusnets-broadband-firewall/

You can change your broadband firewall settings here: https://www.plus.net/member-centre/broadband/firewall

For any VPN connection to work, the firewall setting should be set to 'Low' 

Please let us know what setting your broadband firewall is on currently. If it's 'high', then change it to 'low' and restart the router. Then, try to connect to your employer's network using VPN. 

Sometimes it's not possible to manually alter the firewall settings for your broadband connection (this firewall is different from that of your router and your Windows computer; however, this is where you need to start). If you can't alter the setting from high to low, please phone Plusnet helpline so that they can do it for you.  

[#11]

My best advice is run your home office work computer via a LAN cable and not a WIFI connection.

It will be faster and easier to configure.

A lot of old VPN software has issues with how routers assign IP addresses adhoc to WIFI devices, considering them threats.

Otherwise:

If using the Plusnet Hub One router, I believe there's a setting in Advanced Settings relating to VPN.

Called Port clamping enable that is set off by default.

"Port clamping sets the Internet key exchange to UDP port 500, rather than allowing a floating port.
This is sometimes required by older virtual private network (VPN) Clients."

Other than that you could port forward the VPN application to your computer if they give you the details of what port it the VPN uses.

But NEVER turn off the firewall.

[#12]

@Edinburgh_wg 

Unfortunately as suggested previously, it is currently not possible to change the broadband firewall settings either online via the member centre or on our side. This is a problem we’re working to resolve as soon as possible. 

[#13]

Buy a long CAT5e or CAT6 cable at a shop and use a wired connection directly from your router to the laptop.

It'll cost you about £15 max for a 5 metre cable.

It'll work 100% of the time. No problems!

WIFI is notoriously troublesome with old VPN software (If it's government/NHS, it's clearly trash!)

[#14]

@YouKnowIThatGuy Unless you know the specific software offered by the NHS, I don't think you're right about the Cat cable. 

There are three firewalls that the OP will deal with. Switching off the broadband one (which can't be switched off) wouldn't do any harm, as the router has firewall in it and so does Windows. 

Previously, Plusnet didn't have any broadband firewalls and the advice from Plusnet is very clear: keep your router's and computer's firewalls on, while the broadband firewall is meant to give you an additional piece of mind. 

[#15]

Thanks for the advice.  Have tried a very short ethernet cable and it works! However, feel I need longer that 5 meter, may be up to 10 metres.  Will it still work?