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DalinarOfRoshar
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Monday, June 29th, 2026 10:17 PM

Does chat ever get around to actually answering my question?

I have an issue where my work VPN won't connect using my Xfinity service, but it works fine when tethered to my phone (not through Xfinity).

I contacted customer support via chat. I asked my question. 

20 minutes later, and I've discussed my plan and billing, and I've been asked for my birthday and date of birth.

We have yet to get to my actual question of a VPN connection not working. In fact, the first person I talked to couldn't even answer the VPN question. I think their only role is to get you to sign up for different services. 

And my VPN still doesn't work.

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17 hours ago

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XfinityMelinda

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211 Messages

17 hours ago

Hello @DalinarOfRoshar and thank you for posting on our Xfinity Community Forum! I apologize hearing what you have experienced! That’s definitely not the kind of support we want you to have, especially when you have a specific issue like your VPN not connecting.

Let's see what we can do to get your VPN working. When a VPN isn’t connecting on an Xfinity connection but works on another network, it can sometimes be related to network or gateway settings. A few things to check:

  • Ensure your modem’s signal (RF levels) and firmware are up to date
  • Check that your firewall settings are set to Low
  • Confirm general internet connectivity by testing without the VPN
  • If you’re using our Xfinity gateway, verify DHCP settings—some VPNs require a different IP range. If needed, you can update the Gateway Address to 192.168.0.1 through the admin (MSO) interface
  • If you’re using Advanced Security, try temporarily disabling it or removing the VPN profile from your device to test

For step-by-step guidance, you can also review our support article here:

https://www.xfinity.com/support/articles/using-a-vpn-connection


Please let us know how it goes - as we're always happy to help!

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