We are IOS based, two iPhones and an iPad all have Norton 360 for IOS and Secure VPN. When the software was installed, my internet connection was 17 mbps over copper provided by SKY through a router they provided. All worked great. Recently we have upgraded our internet connection to fibre (FTTP) so the speed is now 150 mbps but this also means a new WI-FI name and a new SKY router. My problem is that whilst Secure VPN works as usual and expected when mobile, at home when connected to the wi-fi, Secure VPN is still in ‘mobile’ mode and connects through the 4G ignoring the wi-fi. This is how the problem manifests, whether this is what is actually happening I cannot say. Advice please anyone?
t. Recently we have upgraded our internet connection to fibre (FTTP) so the speed is now 150 mbps but this also means a new WI-FI name and a new SKY router. My problem is that whilst Secure VPN works as usual and expected when mobile, at home when connected to the wi-fi, Secure VPN is still in ‘mobile’ mode and connects through the
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This is how the problem manifests, whether this is what is actually happening I cannot say. Advice please anyone?
That's good news. Thanks for posting back.
Hi there, thanks for all the great advice however the problem appears to have sorted itself out. Thanks to you all.
All: What is the "new" router model that replaced the original? Looking at what settings may be different my side may help a bit.
https://www.sky.com/help/articles/set-up-hub-which-sky-hub-do-you-have
My mobile devices automatically use my cellular data when not in range of my home network automatically. They automatically reconnect when in range, nothing for me to do in that regard. Wondering if your iOS devices are set the same.
https://support.norton.com/sp/en/us/home/current/solutions/v131883147
As peterweb was saying mobile data is encrypted. LTE, 4G and 5G networks, in the US have their own encryption methods, as well as VPN software on the actual devices at the kernel level. It cannot be disabled. Below is a reference as an example for Android 14:
SA
Your new router may also have its own security features that may be changing how Norton sees your connection, causing the VPN to revert to the cell data connection.
I'll ask @SoulAsylum to look into this to see if he can offer any suggestions about the new router.
Thanks for your comments. The IOS on all devices is up to date and supported by the product so no worries there.
The VPN in 360 is switched off. I believe Secure VPN does this on install to prevent the conflicts you mention.
Not sure what you mean about mobile data not needing VPN due to encryption? Secure VPN always covers a mobile data link, it creates a secure logical private network, I don’t believe it matters whether you use encrypted data or not over that VPN, it’s the pipe that is secure, no matter what flows through it.
However, the point is, it all worked before just fine but it doesn’t now. In theory, only the network name has changed, I think the copper / fibre thing is a red herring.
What iOS version are you using?
How are you determining that the VPN is using your mobile connection? Norton VPN generally does not work when connected to cell data because that data is already encrypted.
Do you have both 360 and the standalone Norton Secure VPN app installed? If so, it is recommended to uninstall the standalone app and use the VPN feature of 360. Having both can cause strange behaviours.