Connectivity
Connectivity and managing Your Comcast Business network
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Visitor

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

I realize that I am posting this in the Business forums but Comcast support is no help.

 

I am an IT Consultant and I have Comcast Business class internet at my home where my office is.

 

Here is the problem I am running into and this is not the first time. First I saw this on the Eastern and North sides of town. The problem I am about to describe fixes it self in about 1 to 2 months it seems. As of yesterday, my clients on the West side of town and in the foothills are having this problem.

 

The problem -

I have multiple clients at different businesses using VPN to access their offices when at home. I have them all setup using a IPSEC VPN with strong keys (ports 500,4500,1701), not using any PPTP VPN's.

 

Out of no where, any client trying to connect to their respective office using Comcast Home internet cannot connect. They get an error. If they have Centurylink or say use a hotspot on their phone it works fine. If I try to connect using my Business Class internet it works fine.

 

Now to prove this, I took one of my wireless computers and put it on my Business class and tried the VPN. No problems. I then borrowed the wifi of my neighbor accross the street who I do IT work for and has Comcast Home internet service. I tested this and sure enough I cannot connect.

 

No if I wait a month or so this may start working again but my clients cannot wait.

 

Comcast is blocking something randomly on the Comcast Home internet service to keep people from connecting to VPN's. Again, this has never been a problem with Comcast Business.

 

I am getting no where with support and I am lucky if they even understand what I am saying. Comcast has done something, an update, Net Neutrality?

 

I have proven that this is a thing and I need Comcast to step up and help or acknowledge what they have done.

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Community Manager
Community Manager

Re: 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

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New Member

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

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

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Official Employee

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

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? 

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Visitor

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

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?

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Visitor

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

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!

 

 

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Official Employee

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

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? 

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Official Employee

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

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? 

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New Member

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

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?

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Visitor

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

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. 

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New Member

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

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

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Visitor

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

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

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New Member

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

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.

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Official Employee

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

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? 

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Official Employee

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

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? 

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Visitor

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

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.

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New Member

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

I have used the VPN connection for years to work remotely with my office.  for the last 2 weeks I cannot connect my laptop to my VPN using my comcast home internet.  I can use my hotspot on my Verizon phone but Comcast home network will not connect.  I have called both residential and business and all they have told me is that i need tier 2 support.  So far no help from tier 2. 

 

I assume the only fix is to change internet providers.

 

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Official Employee

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

Thanks so much for taking the time to reach out to us regarding your VPN issues. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your business and we want to do all that we can to assist. As far as the residential services are concerned I would like to provide this link that will help you to ensure that the modem settings are correct on the residential modems to support the vpn services. https://comca.st/2K5KvEl.Can you please reach out through private message with your first and last name, business service address and account number or phone number? I would like to review the business account further so that I can check the settings and see if there are any options for us to assist you on the business side. 

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New Member

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

Has this been resolved?

I have many users, home and business and when I run a tracert from their pc's the connection drops at the same place. No other ISP has this problem.


2 9 ms 10 ms 13 ms 96.120.104.13
3 10 ms 9 ms 9 ms 68.87.133.149
4 15 ms 16 ms 20 ms 68.85.61.9
5 16 ms 11 ms 13 ms 96.110.7.86
6 11 ms 17 ms 19 ms 69.139.214.46
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.

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Official Employee

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

Hi there! I'm so sorry for the delay. During this time, we are doing our very best to make sure we respond to you as soon as possible. Thanks so much for reaching out with your questions. You've absolutely reached the right place, and are in good hands. I will own this Issue for you and ensure that I provide the best help I can today. All I need is your full name, account number (follow link https://comca.st/2Vqx2Ny, account number is at the top right)and address including city, state, and zip code exactly how it reflects on the bill? Thanks in advance. 

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Visitor

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

I just checked in with my clients who were having this problem. It looks like after they called Comcast and had then do a reset of the modem, it started working  again. I am curious to see if that helps anyone else. When this first started I had clientsw rebooting comcast modems but that did not help. 

 

Not sure what I reset would be fixing.

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Official Employee

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

Thanks so much for taking the time to reach out to us regarding your VPN connection issues. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your business and we want to do all that we can to assist. I know how frustrating this has been for you to work to resolve with so many people reaching out currently and working from home. I am glad to hear that a reset of the modem helped to resolve the issue. A modem reset can have a big impact on network set up, and can resolve multiple issues. Do you still have connection issues with other clients? If so, can you please reach out through private message with your first and last name, business service address and account number or phone number? 

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