Clients with Comcast Home service cannot connect to VPN but Comcast Business can

Thank you so much for taking the time to reach out to us through our business forums. I can understand how important a VPN for business needs. I connect through a VPN daily and I truly understand the impact that this can have. We do not directly support VPN access. I can advise that you should not have an issue on our residential connection vs our business connection. There may be something in the provisioning of the VPN directly that may be impacting the ability to connect. I do connect through a business and residential VPN connection daily and have no issues. This should be working from your side in the same manner as well. I am happy to review direct connections that are having issues with the connection if you can reach out through private message with the name on the account, service address and account number for each account that is impacted we can dig further into this. -Comcast_Michelle

I am an IT consultant as well and I had this problem for a while, but it has gotten much worse in the last couple of month. Someone who has Comcast residential service at their home tries to establish a VPN connection to their office that has Comcast business - doesn't work. They switch connection to their phone - works just fine.

A little different twist than described here - for me it has not just been VPN, it seems when the problem happens residential cannot make any kind of connection to the business at all. I can temporarily open a port on the firewall, verify that I can externally connect to it, and in every single case the affected client cannot. Usually the problem goes away in a day or two till the next time.

Tried calling both residential and business support and they all claim they don't block anything. But this happens too much to be a coincidence, especially once again as clients that have AT&T at their homes never have this issue and exact same computer connects just fine via a cell phone hotspot. Would really appreciate any advise what to do or what to look for

Hi there, and thank you for taking the time to share your feedback. You've reached the right place, and my goal is to change your experience. It took us several days to figure out how to use our VPN service for my wifes bakery. Can you please send me a private message with the last four of the account number and/or last statement balance, your full name, phone number, and service address including city, state, and zip code? 

Any resolution?  I litterally just posted a new topic but same issue...

I'm an IT consultant, like original poster on this topic, with a customer on home Xfinity that cannot access their Comcast business over VPN, but not just VPN...at all!  Cannot even ping.  The strange thing is from the cable modem's diagnostics page, ping does reply.  There's nothing the home cable modem to indicate outgoing traffic is blocked in any way - did Xfinity update the code/firmware in their cable modems to block?

I am the original poster and this is getting out of hand. Everything has been fine for awhile but the problem started up again for one of my clients in the Boulder Colorado area. 

Same exact thing. Users who have Comcast Home or Xfinity cannot connect to the server via the IPSEC VPN. If they use the hot spot on their phone it works fine. If thhey have internet other than Comcast it works fine. 

Again I have had them call Comcast and Comcast keeps saying that it is not them and that it is on the clients / server end. I have been having users send be pictures of the Comcast modem that they have. So far it seems to be the tower Alexa looking modem that is doing this.

I need to yell now -

COMCAST, YOU ARN'T GETTING IT! EVERY OTHER INTERNET ACCESS WORKS FINE WITH THIS. YOURS DOES NOT WORK BUT THE PROBLEM WILL GO AWAY ON IT'S OWN IN A MONTH. I DONT HAVE THAT LONG AS RIGHT NOW BOULDER IS UNDER A STAY AT HOME ORDER. HOW CAN IT POSSIBLE BE MY SERVER OR NETWORK WHEN IT IS ONLY YOU?

LET ME SPELL THIS OUT, IF IT WAS MY NETWORK OR SERVER I WOULD NOT BE ABLE TO CONNECT AT ALL. 

I feel better now, very frustrating!

Thanks for taking the time to reach out to us through our business forums and I am very sorry for the delay in our response. I would love to dig further into the connection and VPN issues. Can you please reach out through private message with your first and last name, full service address and account number or phone number? 

Thanks for taking the time to reach out to us through our business forums. I am so sorry to hear that you are having trouble with the connection. I am also very sorry for the delay in our response. I would love to dig further into this, can you please reach out through private message with your first and last name, full service address and account number or phone number? 

Is the xFi the one that is like tower shaped and triagular? That is what I am seeing. 

Of course I am still getting no where with comcast on this still. They have to be blocking something. Almost like they are disabling VPN pass through but I cannot see that option. 

I am running into the same issue.  I did a test with several users - all have Comcast Home service.  We all could connect to the work VPN (Comcast Business service) last week.  For years we never had an issue.  Now as of late last week the users that have the xFi gateway can no longer connect to the work VPN.  Users that have their own cable modems and routers can connect to the VPN just fine.  The issue here seems to be with the xFi gateway.  Has there been any update on this?

Correct, it's the trinagular tower.  I tried forwarding ports but that didn't work either.

That seems to be the problem device. All my clients who have this problem have that device. 

I just confirmed this with another end user.  Anyone who has the xFi gateway can't connect to our VPN.  They've spent a few hours with Comcast support and were told nothing has changed on the Comcast side.  One user replaced the xFi gateway with a modem+router they bought at the store and they were immediately able to connect to our VPN.

Thanks so much for taking the time to reach out through our business forums. I appreciate you going through so much to get down to where their problem could be with the VPN connection. It sounds like this is on the residential side of the modem and we would need the customer to reach out directly to us and we can further investigate the residential service issues. I understand that they have already attempted to call into us. They do need to reach out directly as we will need to speak with an authorized party on the account and we will need to confirm specific account details with them to ensure that we get this addressed. I would love to review the business account and check the business modem settings, I will just need you to reach out through private message with your first and last name, full service address and account number or phone number? 

I know how important the vpn connection is to your business and I appreciate you taking the time to reach out to us with the details. We would need each subscriber to reach out directly to us and our residential service teams to ensure that we get to the bottom of this. We would need to speak with an authorized party on the account and we do need specific details for each device and account to get to the root of the issue. I would be happy to check the business connection at any time if there are any issues there. Can you please reach out through private message with your first and last name, full service address and account number or phone number? 

We are having the EXACT same issue, has there been a resolution?

We can't have remote users if they can't remote in.  Very Frustrating.