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

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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.  

Question

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Updated 

5 months ago

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4

user_88cmtg

4 Messages

10 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? 

1

user_5xzp8h

6 Messages

9 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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2K Messages

 

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

 

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.
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9 months ago

0

davidch12

1 Message

6 months 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...

1

0

XfinityThomasB

Official Employee

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1.9K 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.  

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

6 months ago

0

user_fkvwxe

5 Messages

5 months 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. 

5 months ago

0

XfinityEricB

Official Employee

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2.1K 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
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

5 months ago

0

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