Vpn issues with super fast broadband

[#1]

I have been working at home for almost two years with no issue but since upgrading to super fast fibre my Always On VPN is less stable. For a week it wouldn’t connect, an engineer came out and on that day it connected. We used to split the bands due to stability and it dropping but he advised to reverse this. He did that and it’s worked since then. Only problem is that it still drops off the vpn through the day and I have to restart the laptop to get it on again. Since yesterday morning it won’t connect to vpn at all. I called work IT and there are no issues their end. They think it’s the router. We have Hub one router. Any advice?

[#2]

@SK2 

I am pretty certain that you cannot install VPN software on your hub. I therefore assume that it lives on your Laptop and this and the connection to the hub is where that the problem lies. This splitting the wireless bands business suggests that it’s a wireless issue. 
What happens if you connect your laptop to the hub using an Ethernet cable?

[#3]

@Baldrick1 the Ethernet cable didn’t work. Interestingly when I hotspot to my mobile phone it connects to the vpn.

[#4]

Hey @SK2

Thanks a lot for reaching out and I'm sorry to hear that you're having issues with your service.

The fact that you're having no issues when connecting to the network via hotspot suggests an issue with the Openreach infrastructure that provides a service to your property. Looking at the visual radius - which I'll pop below, I can see the odd drop during the day on most days this week. The engineer previously sent out was a Qube engineer, these engineers don't have access to the Openreach network, but instead specialise in the home environment.

Going forward, please have a read through our Troubleshooting Guide to see if you're able to resolve the issue sooner. When testing, please remove the faceplate from your Master Socket, and connect your router directly into the test socket which lies behind it. Avoid using any extension cables / sockets too if possible.
Troubleshooting Guide - https://www.plus.net/help/broadband/connection-troubleshooting/

See how you get on with that and let us know if you're still having disconnections.
 

[#5]

Hi @adam945 thanks for getting back to me. That doesn’t seem to have worked, vpn is still being blocked. Is this a firewall issue? We tried to change the settings but it won’t let us change from high. I have noticed a few customers have complained about the same issue in the forum. The speed test is also sporadic, sometimes we get 75 but others it’s really low. Right now it’s showing as 30. Any help with accessing the vpn would be appreciated as it’s affecting my work. Thanks

[#6]

Thanks a lot for getting back to me @SK2 and I'm sorry to ear that you're still having issues on your line.

You're right, your VPN issue is likely caused by the problem we have going on with our Firewall service at the moment, in that customers are not able to modify it. Further information on this can be found here.

On our end, speeds are looking pretty consistent at the moment, the line has been syncing at the full 80Mbps. Next time you see speeds of 30Mbps, are you okay to hop into your Hub Manager's HelpDesk page and send us a screenshot showing the Data Rate? I'm just trying to determine where your speed is being lost.