Connectivity issues - Virgin Media customers

Identified
Updated

Update:

There continues to be an issue with Virgin Media, in terms of how they are routing traffic through to University services.

including:

  • the main University website
  • staff and student portals (MySaint, MMS, Moodle etc)
  • VPN

This is observed as sites not loading correctly, slowly or not connecting.

For anyone impacted - recommendations remain:

  • contact Virgin Media technical support - details should be available from your home connection
  • work from campus, if possible
Updated

Update:

Customers of Virgin Media (and Vodafone) have continued to face intermittent issues connecting to St Andrews services throughout the day.

For anyone encountering, or continuing to encounter similar issues - recommendations would be to:

  • contact Virgin Media technical support - details should be available from your home connection
  • work from campus, if possible
Identified

Update:

From information gathered so far, this appears to be impacting those that have Virgin Media as their home internet provider - and is not specific to VPN.

Those same users on Virgin Media are also experiencing issues accessing other St Andrews resources. e.g. issues displaying the University Website, accessing other services like Moodle, MMS etc.

The problem appears to be with Virgin Media, and how they are directing traffic to our services.

Update: Vodafone broadband customers may also be impacted - as they share networking with Virgin Media.

Investigating

We have received a number of reports of users experiencing issues when trying to connect to the VPN using Cisco Secure Client.

This has been observed as:

  • A blank window on attempting to connect
  • An error message 'Authentication failed due to navigation timeout'

This is being investigated as a priority, and this post will be updated accordingly as that progresses.

This will impact users who are off-campus attempting to access internal resources - Shared Drives, etc. Other services - Microsoft 365, Teams, SITS via Parallels etc. will continue to be available remotely without VPN.

Began at: