topic Re: VPN disconnecting in Broadband

VPN disconnecting

Brandon_Dee — Wed, 26 Feb 2025 22:04:22 GMT

Hi all,

My partner uses Ivanti pulse secure access for work and requires using this VPN to work from home.

Seen multiple forums with issues and attempted changing APN settings/ disabling IPV6 in that menu as recommended on previous forums. This issue still happens. The VPN will disconnect within 3 minutes of a teams call, boot her out and then she will reconnect a couple of seconds later but it makes teams calls unusable.

Her IT department have investigated her logs and said other people at the company who use 3 have encountered the same issue. They recommended contacting 3 and seeing if they can remove whatever block is causing it. They believe it may be some kind of filter to prevent streaming over a VPN?

I hope someone can help as this issue is very stressful for us both, we live in a remote area and don't really have any alternative for Internet.

Many thanks,

Brandon

Re: VPN disconnecting

jr0 — Thu, 27 Feb 2025 06:23:37 GMT

Hello

Does the VPN client work when not on Teams calls? Or does it drop/reconnect regardless?

What router model you using? Have you try to pop the broadband SIM into your phone and connect through the hotspot?

Re: VPN disconnecting

JadeF — Thu, 27 Feb 2025 10:20:48 GMT

Hey @Brandon_Dee

Welcome to the Three Community Page.

Can you please confirm the make and model of router being used? Is it only happening when on calls using teams?

Have you tried manually changing the APN mode from 3internet to Three.co.uk and restarting the router?

Thanks for the offer of help @jr0 !

Jade

Re: VPN disconnecting

Brandon_Dee — Thu, 27 Feb 2025 14:08:10 GMT

Hi,

Router is a NR5103EV2. We also have 3 provided phones and when we try and hot-spot from a mobile it's the same issue.

Have tried changing APN to three.co.uk. VPN works fine otherwise it seems to be when on a teams call it boots her off. I have seen numerous posts from up to a year ago.

Re: VPN disconnecting

jr0 — Thu, 27 Feb 2025 14:24:50 GMT

can you run a speed test whilst connected to the VPN?

you mentioned "we live in a remote area and don't really have any alternative for Internet" so I'm wondering about signal quality and coverage. Have you checked 4G coverage indoors from Three?

https://www.three.co.uk/support/network-and-coverage/coverage

Re: VPN disconnecting

Brandon_Dee — Thu, 27 Feb 2025 16:43:35 GMT

Get around 50mbps download and 3-5 upload

Re: VPN disconnecting

jr0 — Thu, 27 Feb 2025 18:25:31 GMT

Hey

Have you seen the thread and the comment by Markensite back on Feb 2023?
https://community.three.co.uk/t5/Broadband/Three-5G-internet-blocks-Pulse-SEcure-ivanti-VPN-disconnects/td-p/14219/page/5

@JonathanBand @JadeF did anyone got to the bottom of this?

Re: VPN disconnecting

Brandon_Dee — Wed, 30 Apr 2025 21:18:18 GMT

That thread is the exact issue we are having. Still to this day. And three have done absolutely nothing about it!

Re: VPN disconnecting

User123 — Wed, 10 Dec 2025 19:42:09 GMT

Was there ever a fix for this. I have same issue and feel like I’ve tried everything suggested here

Re: VPN disconnecting

Brandon_Dee — Mon, 15 Dec 2025 01:12:23 GMT

Sadly not. Three have been nothing short of useless and this issue has been going on for years. It has been truly shocking on their part.

We had to use a different provider solely for my partner to work from.

Re: VPN disconnecting

User123 — Tue, 16 Dec 2025 08:39:29 GMT

Shame. Do you mind me asking which provider you went with? I am looking at other 5G solutions but don't want to run into similar problems