Three 5G internet blocks Pulse SEcure (ivanti) VPN disconnects

[Three5GVPN]

I saw some other posts of this topic with NO solution, and yes, another Three 5G user suffering the same problem with VPN, with Pulse Secure.

Let me explain:

I got a really good 5G signal, no issues, but when connected to the VPN Pulse Secure (required for work) the connection drops every 3 minutes. Yes, exactly 180 seconds. That makes work remotely impossible...

Company IT team has been looking into it unsuccessfully.  Finally we tested the same Laptop and the same VPN Pulse secure doing hotspot from another 5G internet provider and it worked fine. 

So the problem is only with Three 5G.

I have also contacted with Pulse Secure support team. They have investigated and concluded that is the Internet provider blocking the connection every 3 minutes. 

All this makes me feel switching provider...

I found this link, more people having very similar cases.:

https://community.pulsesecure.net/t5/Pulse-Connect-Secure/Connecting-via-hotspot-or-5G-modem-Three-Z...

I got external technical support guy suggesting me that there is nothing to do on the router Setup, since this is the Provider (Three) network affecting negatively to the VPN.  I have tried the 5G broadband sim card in a  phone and same issue.  But on the same phone, doing hotspot with another sim card then it works perfectly. The issue is only with Three network.  Already done so many checks that this is a fact: Three UK is blocking Pulse Secure VPN.  this makes impossible to work from home. Therefore Three 5G broadband useless and unless there is a solution I will need to switch provider.

[JohnD]

Hey @ownf3ather 

That's really frustrating. Apologies your having this issue. 

I've sent you a PM to get some details from you.

Thanks

John D

[ownf3ather]

Hi, I have messaged you back, sorry I seem to have not checked this portal 🙂  had some down time from the VPN drop outs haha. I'd be happy for any solution you can come up with. 

[Avondale]

@ownf3ather 

This VPN problem is obviously tricky for Three and I am sure that they are trying to find a solution. Of course, what solves it for one VPN might not work for another. It is the one thing that makes me relucant to add Three 5G Broadband from my working at home setup. 

I wonder if @JohnD might be able to provide an update on the Pulse Secure / Avanti problem to which you make reference. ?  

[Avondale]

@Tharangag 

What VPN do you use and how are you trying to connect to it ? If you search this forum for VPN, you'll find lots of advice and one or two "solutions" that might work for you. Technical support might already have tried them but we do not know. 

It is also worth searching the help pages of your VPN's website. A chat with your employer's IT support might also be fruitful.   

[Dan1981]

Another user here suffering from the problem with Pulse Secure - it's a pretty major problem / failing! 

Any update on a fix?

[JonathanB]

Hey @Dan1981,

Sorry we've not located the root cause yet, but any data you can give will hopefully help with that. I'll PM you to get you in touch with some colleagues that can collect some info that will help us investigate.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

[JonathanB]

Hi Everyone,

I've noticed a few discussions cropping up about issues using VPNs over Three Broadband connections recently. I'm sending everyone that has mentioned this so far a PM so that we can get you in touch with some colleagues that will verify your accounts, and gather more info to help us investigate.

If you're experiencing this issue but haven't posted yet, please add a reply so that I can get in touch, the more examples I can gather, the easier it should be for our support teams to pinpoint what's causing the issues.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
JonathanB

[EdSmith]

Hi Jonathan, is there a solution to the VPN issue? I've stated having issues, which is causing me a real problem, as I work from home and rely on connecting to my works VPN. When I log onto VPN the download speed drops to virtually zero Mbps, which makes it impossible to use. I lost 3days work last week because of this. If I connect with another internet provider it connects absolutely fine.

Ed Smith

[Sguppy]

Hi @JonathanB are you still looking into this?

I am having a similar issue, but not so severe. My company uses ZScaler VPN and it disconnects on average every hour (it's quite variable when it will disconnect); all other devices in my house are unaffected when my laptop loses connection.

If I disconnect from the WiFi and reconnect then the laptop is able to connect and works fine again. I've limited to IPv4 and tried both three.co.uk and 3internet APN but the issue persists.

Is there anything else to try?

[JonathanB]

Hi @Sguppy,

Thanks for alerting me to this. I've not had any mention of ZScaler so far, however what you're experiencing does seem to be similar to what some other customers are saying, albeit they're getting disconnected every few minutes, rather than about once an hour.

As the APN fix doesn't work, I'll message you to get you in touch with some colleagues that can help gather some details for us to investigate this further.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan