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Thursday, February 20th, 2025 5:40 PM

I can no longer connect to my work's VPN through XFinity

I work from home connected to my company's VPN. As of February 18, I have been unable to connect to the VPN through XFinity as I always did.

I tested by disconnecting the Wi-Fi and connecting through my cell phone's hotspot (AT&T) and it connects without problems. When I go back to XFinity, I can't connect again.

I restarted the router several times, left it off for several minutes and nothing worked. Everything works, except for the VPN that I can't connect to anymore.

I had exactly this problem months ago, but it only lasted two days and then it started working normally again. At that time, I managed to open a ticket with XFinity, but I haven't been able to check it anymore, so I don't know if they did anything.

Today, I can't open a ticket anymore, I keep going around in the chat with the AI ​​without being able to get to the point.

My internet is residential, I use the XFinity XB7 gateway (modem + router).

I tried disabling the modem's firewall and that didn't work either.

I'm using FortClient (FortNet VPN) and I can ping the VPN address, packets are sent and received, but I cannot connect through the VPN client on XFinity connection.

I believe XFinity is blocking the port, but it's not on the modem.

Can you help me, please? I need this to work and I can't use my cell phone's hotspot all the time.

Thanks

Official Employee

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1.6K Messages

1 month ago

Hello there! Thank you so much for taking the time to reach out and provide the details of what you have tried so far. Here are a few things we can check (you may have gone through a few of these already) 

 

  • Modem RF levels in spec
  • Firmware version is up-to-date
  • Firewall settings are set to optimal (Low)
  • Connectivity to Internet has been verified using non-VPN device (personal smartphone, etc.)
    Note: Network Engineers have verified that port 443 does not get blocked. See the list of blocked Internet ports.

- Comcast gateway devices' IP networks are defaulted with Gateway Address 10.0.0.1, which means the DHCP addresses available range from 10.0.0.2 to 10.0.0.254.

 

Most Client VPN software that companies will give their teleworker employees will utilize a 192 DHCP "range."

 

This means that, unless the router settings are manually changed, you will not be able to connect to the VPN. You should verify all settings and work with your IT to set up this connection. If needed, we can provide a few additional steps of guidance.

2 Messages

1 month ago

Hi, thanks for replying!

I have checked all the points mentioned, but I still have the problem.


The Internet works without problems on all devices.
The firewall is set to Low.
Firmware updated.


I can ping the VPN address:

Firing veste.fortiddns.com [189.126.207.42] with 32 bytes of data:
Reply from 189.126.207.42: bytes=32 time=144ms TTL=237
Reply from 189.126.207.42: bytes=32 time=144ms TTL=237
Reply from 189.126.207.42: bytes=32 time=149ms TTL=237
Reply from 189.126.207.42: bytes=32 time=143ms TTL=237

Ping Statistics for 189.126.207.42: Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate a round number of times in milliseconds:
Minimum = 143ms, Maximum = 149ms, Average = 145ms

This is the VPN address:

https://veste.fortiddns.com:10443
Port: 10443

When I use the Internet of my cellphone hotspot (not XFinity) I can connect. When I come back to Xfinity the VPN client shows message "the server is unreachable.".

I talked to the network engineers at my company and they told me that if I connect to the VPN through my cell phone hotspot and I don't connect through XFinity, it is because there is some blocking on XFinity.

Can you check if there is any blocking on this address or port, please?

Thank you.

Official Employee

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1.4K Messages

user_0hqv3i Thank you for testing that and for connecting with your IT.

I am not showing that the address is being blocked. 

When connecting to your home network are you connecting wirelessly or hardwired? Do you have any settings on your home network that may be creating an interference? If so, you can try to factory reset the gateway or router to clear those settings and try to access the site again. 

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

Visitor

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3 Messages

11 days ago

Posting my resolution in case it helps others -- I ran into a similar problem 3 months ago where my VPN connection (via HP/Aruba device) suddenly kept dropping about every 5 mins. It would then work fine again for a couple of days, then the dropping problem would re-occur. I tried a replacement HP/Aruba VPN device, and problem continued (interestingly, GlobalProtect VPN would work, which is a software-based alternate option for me, but more of a hassle to use).

I thought the issue might be my modem, a Motorola MB7621 (DOCSIS 3.0) used for 3-4 years, so I replaced it with a Hitron CODA56 (DOCSIS 3.1). All seemed well for a day, then the same problem re-occurred. I ended up swapping that out as well for a Netgear Nighthawk CM2500 (DOCSIS 3.1) and the HP/Aruba VPN has worked great since, going on 3 weeks now with no dropping.  I wish I could explain the 'why' on this...only thing I could surmise is the firmware/provisioning for this particular modem is fully compatible with VPN on Xfinity's network in my area.

(edited)

Official Employee

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1.9K Messages

 

bbunch67 Thank you for providing what worked for you! This is what makes our Forums Community amazing is when other users share valuable information like this to help others who may be in a similar situation. Thanks again! 

 

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

1 Message

8 days ago

I am also having the same problem connecting my work Aruba. I just upgraded from an XFinity XB7 gateway to XB8 requested by Xfinity. I have no problem when using the XB7. With this new XB8, all devices work just fine except my Aruba work router. I contacted the work's IT and they said this is a known problem with Xfinity and Xfinity is currently working a patch to get this fix. 

Is this correct? Any suggestion? Meanwhile, I am using Global Connect to access my work's server but it drops every few hours.

Thanks

Official Employee

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900 Messages

@user_vtl0jt I am not currently seeing anything on our internal postings about a current issue with VPN connections. Was there a specific setting you set up on the old modem that was not carried over with the recent modem swap? My colleague posted some good information about possibly updating the DHCP range within your company's device settings.

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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