NVG510 Modem and VPN Connection

[wado66]

I have an issue with not being able to connect to my work thru VPN using the NVG510 modem here at home. I had traditional DSL. Before i signed up for u-verse everything worked fine. Now that I have U-verse it has been a mess.I have searched and searched for answers, but no luck. I even tried to set my modem up for passthru and use a wireless router behind it. It works sometimes. It drops the connection alot. Not very stable. Does anyone have a definate solution.  From all that I have read this is an issue with alot of people with U-verse. I know it is something in the modem blocking my connection. I can take my laptop to a hotspot and connect just fine. Please help. I must be able to connect to my work.

[Computer-Joe]

---

wado66 wrote:

I have an issue with not being able to connect to my work thru VPN using the NVG510 modem here at home. I had traditional DSL. Before i signed up for u-verse everything worked fine. Now that I have U-verse it has been a mess.I have searched and searched for answers, but no luck. I even tried to set my modem up for passthru and use a wireless router behind it. It works sometimes. It drops the connection alot. Not very stable. Does anyone have a definate solution.  From all that I have read this is an issue with alot of people with U-verse. I know it is something in the modem blocking my connection. I can take my laptop to a hotspot and connect just fine. Please help. I must be able to connect to my work.

---

Have you tried to set  it up in the NAT/Gaming section in the NVG510? There might be an auto config for your particular VPN software or you can create a custom profile if you know what ports/protocols are required.

I would do a factory reset on the NVG510 first so you know your starting with a clean slate, then try the NAT/Gaming configuration.

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

[wado66]

where can i find these ports/protocals?

[Computer-Joe]

Whomever is in charge of IT at your office should be able to tell you what you need. Otherwise, if you know the name of the VPN software you are using, the info should be readily available on the internet.

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

[wado66]

we are not using vpn software. Just creating a vpn connection thru windows 7 network setup.

[hmph]

When you tried bypassing the NVG510 - what DNS servers did you put in the router?

Did you try and see if your modem just has DNS issues like many other people have?

(See here, Question 4: http://www.ron-berman.com/2011/11/24/motorola-nvg510-help-page-for-att-u-verse-users/)

This might be causing the problem. If your log shows this is the problem, use the workaround either directly in the computer or in the router you used to bypass the NVG510.

It might just be the issue.

 - Ron

[Computer-Joe]

---

wado66 wrote:

we are not using vpn software. Just creating a vpn connection thru windows 7 network setup.

---

OK, go to the NAT/Gaming tab in the NVG510, under "Application Hosting Entry" click on the "Service" pull-down and select "PPTP", then click on the "Needed by Device" pull-down and select the IP address that coresponds to your laptop, then click the "Add" button.

If the "PPTP" selection does not work, try selecting "IPSec IKE"

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

[mazinmustafa]

I'm having the same issue; VPN to my work with this modem and U-verse. My VPN client requires the following:

Packet filters for Point-to-Point Tunneling Protocol (PPTP)

-TCP destination port of 1723 = PPTP tunnel maintenance traffic

-IP Protocol ID of 47 = PPTP tunneled data

Packet filters for Layer Two Tunneling Protocol over Internet Protocol security (L2TP/IPSec)

-UDP destination port of 500 = Internet Key Exchange (IKE) traffic

-UDP destination port of 1701 = allows L2TP traffic

-UDP destination port of 4500 = IPSec network address translator traversal (NAT-T) traffic

So I added PPTP and IPSec to the NAT for my laptop but it still doesn't work.

Any suggestions?

[guss_14]

I can get this working on a windows 7 computer, but my company mac does not connect, but I know that it will connect from other locations.  Not sure why this is yet...

[mirandawatkins0]

I have the same exact problem. It's a gouge by AT&T. They have blocked port 500 UDP (needed for PPTP VPN, the most widely used VPN IN THE WORLD) on the modem. To be 100% clear, the problem is with the modem, not the service. That's a distinction a customer should never have to make, but it is technically true. Once you receive this modem and realize you can't VPN, you call AT&T Tech Support, right? Then they direct you that you must pay for additional support on the modem (They already charged me $100 for the  modem.) they already charged your for to have the port unblocked. I just called the connecttech (an AT&T company) at 866-294-3464 as directed by real AT&T tech support, which is billing me $15 to speak to them and resolve the issue, promising to refund it after they resolve the issue. I'm recording the call. They would not answer me and insisted I create an account and give my credit card number. Now I'm on hold while they attempt to find the account they just supposedly created for me when they took my credit card # and billed me. Mighty fine ragtime hold music though! I've been on hold for 52 minutes and counting now. Oh! Get this, the guy on the phone just told me that he doesn't think I'm paying enough for my uverse service and thinks I need to pay more for my service monthly to warrant being able to get support for him even though I just paid $15 to talk to him now. Don't believe it? I've got it on recording! This is no joke people, I'm dead serious. I'll post back with the results of the call. I've posted an analogy of this debacle below for your comic relief!

Analogy: A man goes to the gas station. He pays the cashier $30 for $30 of gas. He gets to the gas pump and there is now a pad lock on the pump handle. There's a guy standing there next to it. He tells you you have to pay him another $30 to unlock the pump. You pay him. He comes back an hour later and tells you he doesn't think you paid enough for the $30 of gas for which you have already paid. Then he tells you to wait here for another person to come along and actually unlock the pump handle. I'm that guy at the pump waiting on someone to come unlock the handle.

...so, finally got an answer. You have 2 options. 1. pay for this support a nd make sure you are at home. They claim to be able to update the NAT and gaming drop down to include the VPN as an option, which will hopefulyy unblock the ports needed). 2. Purchase a 2wire from AT&T Uverse support and use that instead. I was told by the tech the the Motorola NVG510 is new and that they have yet to receive an calls/complaints about this problem. I told him, "then you better get ready" 

[Per Guidelines: Keep it Relevant and Appropriate] (it's dfinitely relevant and appropriate. If you don't like it, try giving better support. Everything I have said is true and accurate and 100% appropriate) If you took care of your customers, I wouldn't even be here posting.

[mirandawatkins0]

Analogy continued..So the guy tells you he needs to get inside your car to be able to help you. He gets in your car after you finally get tired of asking him why he needs to get in your car. He pops his head out and says he can't help you, but needs to verify your gas purchase records for the last year before he can even begin to help you.

[foopoy]

I just went through this today.  It's awful.

A 2nd Level/Tier free customer service technician suggested activating the Allocation Mode: IP Passthrough on my modem.  This action basically stopped my internet service for 3 hours; kept thinking there were conflicting IP addresses. I could not reverse the setting change.  When my internet magically started working again (no thanks to the 3 hours of customer service), it did not give me VPN access.

I cannot communicate how angry this experience made me.

I started with regular customer service chat online to try to figure out the VPN issue, got bumped up to 2nd Tier chat in which the customer service agent suggested the IP setting change that messed up my internet connection.  I called regular customer service again now to just try and fix the problem the previous customer service rep created; he was very friendly but ultimately unable to reverse the setting change.  He forwarded me to the connecttech (extra paid service). I asked to speak to a supervisor as I demanded not to pay for customer service's mistake.  I waited a very long time on hold and found I was sent to the Resolution department.  Resolution service rep was nice, but sent me to 2nd Tier customer service.  Waited some more. Started talking to them, but lost my phone connection. And they never called me back even though they had my contact number.

So, I'm lucky my internet service came back.  BUT... I just spent 3 hours and ended up where I started.  If someone can explain to me how my internet service came back, I'd greatly appreciate it.  I just hope other people read this before they lose a big chunk of their life on AT&T's awful customer service merry-go-round.

Thanks for posting!

[JRomulus]

Is there any news that people can share regarding this issue with VPN's and the NVG (Not Very Good) 510 DSL Modem/Router?

I just switched everything from Comcast to AT&T DSL and this was the absolute LAST THING I expected to experience.  Slower internet connections, yes; longer latency, yes; but not the inability to connect to my work's VPN.  Unbelievable.

I continue to search for answers on this issue, but agree with the OP that there has to be something blocking a required port for VPN, because

when I reconnect my comcast internet (which I didn't have disconnected yet), it works just fine. 

When I connect via a small portable Tmobile 4G hotspot, I can connect to the VPN.

I will investigate further and post any fixes or info I can find for those others who certainly have this issue as well.  If need be, I'll cancel the DSL service, but I cannot believe a product downside as crucial as THIS one hasn't been raised to a higher level in the online community.

[eeeyow]

At this time, forget trying to get PPTP based vpns working with just an NVG510. I'm using firmware 9.0.6h0d48.

A PPTP based vpn uses TCP port 1723 and IP protocol 47 (GRE). It does not use "port 500". Put simply, the NVG510 will not pass the GRE protocol from a client machine through its NAT to the WAN. Note that the NAT/Gaming settings are only for INBOUND connections from the WAN ie not relevant to initiating a PPTP vpn within the NVG510's LAN.

An IPSec based VPN does not use GRE but rather other IP protocols (including port 500) and it works fine.

The only way to support a PPTP based vpn appears to be to use a secondary router with the NVG510 is passhrough mode since Passthrough does pass GRE. Thats what I've had to do.

-mick

[JRomulus]

Got it working after successfully getting the NVG510 into bridge mode with the Linksys E2000 router.

Only took an entire Sunday.

 

See this thread here:  http://forums.att.com/t5/Features-and-How-To/NVG510-Bridge-Mode/m-p/3062645#M31974

John

[wado66]

I have been battling with this since last November.

I got our IT department involved with this with no success.

He set up myNVG510 for the correct ports. He set it up under NAT/Gaming with the PPTP service selected and created a custom setting with GRE service with a global port range of 47-47 and host port 47. Also set in IP Passthrough; Allocation Mode "passthrough". DHCPS_fixed and entered my MAC address. These settings worked for my VPN for about two weeks. Then it all of a sudden it just quit working. And hasn't worked since.

The IT department says all needed ports were open but something on AT&T's end was blocking the VPN connection. I am at a total loss as to what to do next. I even signed a 12 month agreement with Connect Tech after they told me they could fix the issue. Well, still no VPN and they are getting me for $15 a month for the next 12 months. Thanks AT&T. I am about ready to just eat all of this and find some other broadband service. Does anyone know if there is any other router out there than I can use with U-verse?

[wado66]

[wado66]

My connection is working at the moment. The above images are the settings that were used. Hope this helps someone else trying to get their VPN connections to work. Time will tell if this continues to work.

[Mauricio Katy]

Thanks for publishing these.  SO far I'm still looking for a solution since nothing I have tried seams to work.  Simple question: the mac address field should be the one for the PC/Laptop that will connect to the VPN?

[Joanasantos]

Thank you so much! I managed to activate my VPN because of your posting. You saved me so much time and not dealing with At&t. I didn't choose at&t, I was forced to becasue my buildding only allows this awful service. Now I need help regarding a proxie site I can't access, it's blocked only by at&t in my home. Any suggestions? {link removed per guidelines}

[wado66]

if at&t has that port blocked then you outta luck unless you find which port you need opened and tell att to open that port.

[fss]

Solution for VPN users:  

Replace NVG510 with Motorola 2210-02.  The problem is with the modem, not with ISP or modem/router settings.

An hour ago I finally got access to my company's VPN for the first time since changing from DSL to Uverse in mid-January.  After more than three months and 100 hours on the telephone with AT&T, Cisco, and corporate VPN Level 2+ support., multiple restarts and resets, it turned out that the problem was not with the Uverse change but with the modem itself.  No setting on the Motorola modem or Cisco router, or action by the ISP, as recommended by each Tech Support group in turn, could fix the VPN access problem.  All the hours of trouble-shooting and finger-pointing by one company to the other were wasted.

The problem is caused by the NVG510 not being able to open, or keep open, the appropriate ports to allow VPN access.  The Motorola 2210-02 is the solution.

[chrissy5252]

Hello Can you tell me what i need to put in the "fixed MAC address" bar?

[steviemac]

The last post I see on this topic is 6.13.12.  Has anyone had any further experience with this problem?  Has anyone tried switching to the Motorola 2210-02 modem?