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user_88cmtg
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Tuesday, July 2nd, 2024 5:05 PM

GlobalProtect VPN problem

We use GlobalProtect (from Paloalto) for accessing systems at work.  On my home xfinity network, GlobalProtect is dropping connections every two minutes.  After I disabled "advanced security" in the xfinity app, the stability of the connection improved significantly, but there are still connection drops/hiccups.  What other settings need to be changed to produce a stable connection?  This only became an issue when we upgraded our 10 year old modem to whatever the latest model is from xfinity.  

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5 days ago

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user_88cmtg

4 Messages

5 months ago

Also relevant: https://community.spiceworks.com/t/vpn-works-on-xfinitywifi-hotspot-but-not-secured-wireless-network/771705  Apparently this problem is widespread.  Why isn't there a solution? 

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XfinityEricB

Official Employee

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1.7K Messages

 

user_88cmtg Thanks for reaching out for help with the connection issue with the VPN. I use a VPN as well for my work, and know how important it is. Have you spoken to the the support team for the VPN to see if they have any information on what the settings of the device have to be for best operation of the VPN? Have you had any issues when not using the VPN on any device as well?

 

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5 months ago

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user_5xzp8h

6 Messages

4 months ago

I've been trying to get a solution to this. Working off of my Xfinity network I don't have any issues but when I reached out to support they told me to contact my IT dept. First, I already have, second, this is clearly an issue with Xfinity + Global Protect. There are seemingly tons of threads about this but nothing to imply a resolution. I am happy to provide logs and work on packet captures but just getting to the point where I can talk to someone who is knowledgeable about networking has yet to happen. 

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XfinityMartyR

Official Employee

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1.5K Messages

 

user_5xzp8h Unfortunately, troubleshooting Private Networks (VPN) is outside the Xfinity demarcation. We do have some suggestions posted here that may help. 
 

 

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4 months ago

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davidch12

1 Message

25 days ago

I am experiencing this issue for the last 8 weeks, never had issues before and I have been using the same VPN for over 1 year; I don't know if there are issues with the router I am using; my wife uses a different VPN and she also are experiencing drop outs.  I about to get a internet service from a different provider to see if the issues goes with it...

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XfinityThomasB

Official Employee

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1.5K Messages

Have you touched base with your IT team davidch12? From your description of the issue, it sounds like a tunneling issue with the VPN.  

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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23 days ago

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user_fkvwxe

1 Message

7 days ago

We have started to experience problems with employees that use Xfinity having problems with their VPN connection dropping every minute.  If they use a hotspot from their cellphone they connect without issue.  All our employees that VPN into work that don't use Xfinity are fine.

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user_5xzp8h

6 Messages

@user_fkvwxe​ I had to switch internet providers. I know the folks who respond to customers are not network engineers but I could not get them to escalate to an engineer to troubleshoot. Their stance was I have internet and it works so it's not their problem, despite VPN only having issues on their network. Ultimately having a reliable internet connection for work means I had to move on since I could not get help looking into this. I even kept my Comcast internet up for a month after I switched trying to get help from an engineer, but engineers can't help if they don't know the problem exists. I had a suspicion the issue was on the ibone in the Pacific Northwest but without any insight into, I can't say for sure. A 30 minute call with a network engineer doing packet capture would likely solve this issue. 

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7 days ago

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XfinityEricB

Official Employee

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1.7K Messages

 

user_fkvwxe Has you IT team had a chance to look at the settings for any of the employee's using our service to confirm the are set correctly? I know when I switched to our service when I moved into our area that I had to have them changed by our IT team to get a solid connection through our VPN. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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5 days ago

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