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Posted Oct 13, 2011
11:32:27 AM
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PPTP VPN fails to work after installing Motorolla NVG510
Edited by Filbert66 on Oct 13, 2011 at 11:36:19 AM

Hello,

 

I can run an IPsec VPN, but the PPTP VPN falis to work since I got U-verse with this modem (used to work over DSL). Does anyone know of a VPN passthrough setting for the NVG510 ? 

 

I run MacOS Lion 10.7.2, and my IPsec client only works in 32 bit mode. Want to be able to run in 64 bit mode with native Apple PPTP VPN client. I've confirmed that the PPTP VPN fails to work now on my 10.6 machine, so it's the AT&T modem, not Lion.

 

<flame on>

When I contacted AT&T support to ask for details, I first got bounced to a different chat session, then was told to call a number, and then was told that only "Special Services" knows how to deal with VPNs, then the first person I spoke to there didn't know what a VPN was. On insisting for someone who knew what that was, I was given a manager who then told me that I was required to pay for help. Pay for something that AT&T broke?! No, thank you, I said. She politely offered to transfer me back to the first people (U verse support) who know nothing about VPNs, and I agreed in order to try at least to get a modem manual and CD. But on transferring, I was disconnected! 

<flame off>

 

Further details from Console:

Oct 13 10:34:58 filbert  pppd[1533]: PPTP connection established.

Oct 13 10:34:58 filbert  pppd[1533]: Connect: ppp0 <--> socket[34:17]

Oct 13 10:35:28 filbert  pppd[1533]: LCP: timeout sending Config-Requests

Oct 13 10:35:28 filbert  pppd[1533]: Connection terminated.

Oct 13 10:35:28 filbert  pppd[1533]: PPTP disconnecting...

Oct 13 10:35:28 filbert  pppd[1533]: PPTP disconnected

 

From what I've been able to determine, the modem is not forwarding GRE protocol packets, but can't figure out how to enable that on the modem.

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Nov 3, 2011 8:14:21 PM
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OK, tried setting the NVG to Passthrough mode. Some success, but couldn't get it to work with settings that worked for Bangback . First, had to turn off "Cascaded Router" mode under Home Newtork/Subnets. Then had to power off the NVG even after it reset itself, because it was not allowing me to view the Firewall screens (would go to home screen after entering passcode). Even once had that all working, and verified the MAC address was right, it still was not assigning the fixed IP to the Apple Airport router. Tried resetting and repowering each device multiple times.

 

However, I then reconfigured the Passthrough to Manual IP mode, configured the Apple router manually with that IP, and it works! Less desirable, because I don't have a fixed IP with AT&T U-verse, but it's good enough for now. If they ever change my IP, I'll just have to reconfigure my local router. 

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PPTP VPN fails to work after installing Motorolla NVG510

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Oct 13, 2011 8:53:48 PM
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The Motorola NVG510 seems to be the AT&T-specific replacement for the old workhorse 2210/2310 modems (also most were AT&T/SBC-specific). Those were what evolved into the Netopia-branded Motorolas.

 

Found this link to the 2210 manual (PDF, will open a new tab/window, probably kick your Adobe Reader to open or ask to download) while trying to get NAT settings for someone with their Xbox, take a look at those configurations and see if you can find a solution. I can't find a whole lot on the NVG510 online, as it seems to be very newly rolled out with AT&T. Even Motorola doesn't have anything on their site.

 

I'm sure someone else will probably give a few hints as well.

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Oct 21, 2011 1:34:13 PM
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I have the exact same issue on my business class circuit.  Has anyone found a solution yet?

 

TIA,

Bob

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Oct 21, 2011 2:38:09 PM
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Edited by pamelaz on Oct 21, 2011 at 3:03:26 PM

Latest from AT&T support is that there is no manual available to customers. In the words of the AT&T support representative by chat:

Tier2 - Shannon  - Sir again, we only send information with the modem. I have no way in my system to send you anything
Tier2 - Shannon - And everything else is Internal Documents that I would get fired if I sent to you
 
<Flame on> Then the formulaic following response really got me fired up: 
Tier2 - Shannon  - Is there anything else I can answer for you?
You - Stop saying "anything else". You haven't answered anything in the first place
AT&T Support is FAILing here. Are they trying to drive me to the competition, Cox Cable? 
<Flame off>

{Personal content removed for safety}

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Oct 21, 2011 2:45:07 PM
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I have since verified that the same VPN work when on other WiFi networks (office, coffee).

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Oct 25, 2011 1:40:22 PM
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I have had DSL with 2wire modem/router combination for a long time and had no problem using vpn (connecting to work), the moment i changed to u-verse, the issues after issues. i am currently using nvg510 modem/router combination and cannot connect thru vpn. contacting tech support resulted waist of time. somebody pls help how to recongig nvg510 for vpn.

 

 

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Oct 25, 2011 3:17:24 PM
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Even if a real manual is some deep, dark secret, it shows how much it's been actually used to train the people who are supposed to support the equipment's use. I just don't get how, in this day and age, there's gotta be such a "proprietary secret" attached to a specially-configured/provisioned device. Are they afraid someone's going to steal the AT&T secrets to building and making a DSL network work in starting their own? Jeez ...

 

That little chat should have included a challenge to the CSR -- OK, so you've got it under lock and key, what good is it doing you to solve my problem, or to keep me from dropping your service because you can't make it work properly?

 

And then, if you want someone to come out and properly provision it, they can't even do it!

 

Lotta good the "secrets" are doing sitting in the AT&T Safe Deposit Box, when customers call up the local cable company and get all of their needs met, and easily. Nice going, whomever the AT&T genius is that came up with this arrangement.

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Oct 26, 2011 12:30:59 PM
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I am having the same issue.

 

I upgraded from AT&T DSL Elite yesterday to AT&T U-Verse 12M IP-DSLAM and now I can no longer use PPTP to VPN into my work.

 

I added the "PPTP" port exclusion in the modem settings, but it still didn't work. 

 

Also, I can't find a DMZ setting to assign to my desktop to allow everything to pass through.

 

It worked perfectly fine on DSL, and after switching from U-Verse to a Clearwire 4G device, I was able to VPN in, so there's an issue with the Motorola NVG510.

 

I spent several hours on the phone yesterday with AT&T Tier 2 support and their solution was for me to return the NVG510 and get a different modem.  So then I call AT&T U-Verse back, and they say based upon my service address, they are only allowed to sell me the NVG510!  Now what?

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Oct 26, 2011 7:32:26 PM
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Hello All Re: VPN Failing to Work after New Installation

 

We had AT&T U-verse installed about a year ago after my computer working fine with a Cox Cable DSL line and at a Starbucks Coffeeshop.  Suddenly my Sony Vaio did not work at home.  I spent two hours on the phone with the repairman for AT&T, and they decided that it was a problem with my computer.  My Mac had been stolen just a month before the installation, and my husband decided that he would rather wait for me to get the Mac repaced than to have the AT&T service replaced because the thief had also stolen two Cox Cable boxes from the car, and we would have had to replace them on our own to change back to cable.  It was very irritating, however, to be told that the problem was our computer's rather than the AT&T router that had just been changed.

 

I have been having a problem with AT&T's computer site yesterday and today and I have spent three hours trying to buy a MiFi to connect to my computer as a hot spot.  Very Irritating.  I can't believe that the problem has not been fixed for over 24 hours.  I cannot get  passwords to reset, and have had to try multiple passwords to attempt to fix the problem.  Maybe it is due to all the Apple iPhone 4S phones being purchased.

 

Best wishes to all of you as you work on this problem with your systems. 

 

Aslanctr 

 

 

 

  

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Oct 28, 2011 9:48:48 PM
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Edited by Bangback on Oct 28, 2011 at 9:51:12 PM

Ok, I got a workaround that's working for me.

 

Hopefully Motorola will come out with a firmware update soon that will allow the needed packets to pass through without using IP Passthrough.  I guess using this method will allow your machine to be vulnerable to attacks because you're basically putting it in front of the firewall.

 

Here's what I did:

 

1) Get the physical MAC address of your Ethernet adapter for your computer

     - Either read the label off of your network adapter, or

     - In Windows 7:

  1. Press WindowsKey+R , type ncpa.cpl in the box, and click OK .
  2. Right-click the Local Area Connection.
  3. Click Status .
  4. Click Details .
  5. The MAC address appears as Physical Address

2) Once you have your Physical MAC address, go to the NVG510 configuration page.  Type http://192.168.1.254 in your internet browser. 

     - Click on "Firewall" at the top, then click on "IP Passthrough"

     - Enter the Access Code for your NVG510.  It is printed on a yellow sticker on the side of your NVG510

     - You will now be at the IP Passthrough menu screen

     - For Allocation Mode, select "Passthrough"

     - Leave Default Server Internal Access blank

     - For Passthrough mode, select "DHCPS-fixed"

     - For Passthrough Fixed MAC address, enter your MAC address from step 1.  Separate every two digits with colons ( : )

     - Hit "Save".  The screen will state "Changes Saved" and that it will have to restart the device. 

     - Hit "restart" and your modem will reboot.

 

3) Reboot your computer

     - It is important to note, that I tried an ipconfig /release and ipconfig /renew, and it still assigned me a 192.xxx address,

        not the actual WAN address that I should have been assigned.  For some reason, only a reboot fixed this.

    - When your machine is rebooted, confirm that your computer's IP address no longer starts with 192.168.x.x

       - Go to your Start button in Windows

       - Type "cmd" in the "search programs and files" window with the cursor

       - Type "ipconfig".  It should state that your IP is now your WAN address.  Mine was 108.207.x.x

       - Type "exit"

 

4) Run your VPN as usual.  It should now hopefully work!

 

Hope this helps others that had the same problem I had. 

 

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Nov 1, 2011 10:27:23 PM
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I got the NVG510 gateway recently and faced the same issue with PPTP VPN

Your workaround fixed the issue, thanks for posting. It saved me a lot of time with AT&T support.

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Nov 1, 2011 11:20:47 PM
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Bangback, your solution to use IP Passthrough does indeed expose the computer you specify (by MAC address) to the wild Internet. Make sure you have a strong host-based firewall active on that host, or you are very likely to get infected with some kind of malware. Expect to get port-scanned within 60 seconds of activating that configuration (yes, that's been tested, and it's less than 60!).

 

I am holding out for a true solution that doesn't require that compromise.


Bangback wrote:

Ok, I got a workaround that's working for me.

 

Hopefully Motorola will come out with a firmware update soon that will allow the needed packets to pass through without using IP Passthrough.  I guess using this method will allow your machine to be vulnerable to attacks because you're basically putting it in front of the firewall.

 

Here's what I did:

 


 

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Nov 2, 2011 7:59:47 AM
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You can also set up the NVG510 like this and instead of putting the public IP on a computer, put it on your own router. Then your own router can do the firewalling and PPTP passthrough.

This is the method used for running your own router with the other U-Verse gateways, such as the 2Wire 3x00 series.

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Nov 2, 2011 11:28:13 AM
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SomeJoe7777 wrote:
You can also set up the NVG510 like this and instead of putting the public IP on a computer, put it on your own router. Then your own router can do the firewalling and PPTP passthrough.

This is the method used for running your own router with the other U-Verse gateways, such as the 2Wire 3x00 series.

Good idea! I have an existing Apple Airport Extreme, which could do the firewalling. I'd prefer to make the NVG510 transparent, and yield the public address to my router, rather than making it share a private IP and then I have to share another private range behind that. That will take some time to fine-tune, I think.

 

I was upset that I couldn't use the Guest network on my Extreme, because it was no longer on the "share a public IP" setting. So I put the guest network on the NVG, and it works. But if I could get the NVG to just be a modem, not a router, then I can go back to my previous settings. Will post details later if it works. 

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Nov 3, 2011 8:14:21 PM
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OK, tried setting the NVG to Passthrough mode. Some success, but couldn't get it to work with settings that worked for Bangback . First, had to turn off "Cascaded Router" mode under Home Newtork/Subnets. Then had to power off the NVG even after it reset itself, because it was not allowing me to view the Firewall screens (would go to home screen after entering passcode). Even once had that all working, and verified the MAC address was right, it still was not assigning the fixed IP to the Apple Airport router. Tried resetting and repowering each device multiple times.

 

However, I then reconfigured the Passthrough to Manual IP mode, configured the Apple router manually with that IP, and it works! Less desirable, because I don't have a fixed IP with AT&T U-verse, but it's good enough for now. If they ever change my IP, I'll just have to reconfigure my local router. 

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Nov 3, 2011 8:15:26 PM
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OK, tried setting the NVG to Passthrough mode. Some success, but couldn't get it to work with settings that worked for Bangback . First, had to turn off "Cascaded Router" mode under Home Newtork/Subnets. Then had to power off the NVG even after it reset itself, because it was not allowing me to view the Firewall screens (would go to home screen after entering passcode). Even once had that all working, and verified the MAC address was right, it still was not assigning the fixed IP to the Apple Airport router. Tried resetting and repowering each device multiple times.

 

However, I then reconfigured the Passthrough to Manual IP mode, configured the Apple router manually with that IP, and it works! Less desirable, because I don't have a fixed IP with AT&T U-verse, but it's good enough for now. If they ever change my IP, I'll just have to reconfigure my local router. 

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Nov 6, 2011 8:45:11 AM
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Joe, Can you explain how to do this?

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Nov 6, 2011 9:06:16 AM
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Follow Bangback's directions above in message #10.  But you will have to use your own router instead of a single computer, and the router you use must allow VPN passthrough (most 3rd-party routers do).

 

You'll also need to apply the modifications that Filbert66 talked about in message #15, he was able to get this to work using his Apple router.

 

I do not have an NVG510, so I can't give you any directions more specific than these.  I have not even seen one of these units.

 

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Nov 6, 2011 10:30:25 AM
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Filbert66, to what IP are you refering to when you say 'that IP'? Which IP and where do i find it?

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Nov 6, 2011 11:19:57 AM
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Edited by SomeJoe7777 on Nov 6, 2011 at 11:24:07 AM

I believe the IP he is talking about is the IP address that would be assigned by AT&T to the WAN side of the NVG510 router (in other words, the one publically routable IP address that AT&T gives you).

The idea is to have that IP address assigned to the WAN interface of your own router. Usually with the 2Wire units, this is done by enabling DMZPlus mode and then your own router will get this IP address via DHCP.

Filbert66 is saying that he tried it that way but his own Apple router would not complete the DHCP process to get the IP address from the NVG510. Instead, he enabled a manual method and he manually assigned the public IP address to the Apple router.

This works OK because even though the IP address assigned by AT&T is technically dynamic, it actually rarely or never changes unless AT&T replaces your router.

 

You can also take a look at this alternate procedure for enabling a router-behind-router setup for the NVG510 -- this person used an Apple Airport Express router, but virtually any router should be similar:

 

http://forums.att.com/t5/Features-and-How-To/NVG510-Bridge-Mode/m-p/2928989#M29846

 

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Nov 6, 2011 12:57:27 PM
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If the settings Bangbak recommends don't work for you, like they didn't for me, here's details how I made it work:

 

1. Find the WAN IP address.

    a. Go to your NVG settings page, which by default is at http://192.168.1.254 

    b. Click "Broadband", and copy the IP address next to "Broadband IPv4 Address"

    c. Note the router address next to "Gateway IPv4 Address".

    d. Note the DNS servers next to : "Primary DNS" and "Secondary DNS"

 

2. Following Bangbak, go to the Firewall, IP Passthrough page on your NVG control page. Set 'Passthrough Mode" to Manual. Other settings there can be left blank. Hit "Save" and "reboot" the NVG. 

 

3. Making sure your computer can still talk to your local router, on your local router, set it's WAN IP to "static" using the copied IP address.

   a. If you have an Apple Airport Extreme, start the Airport Utility, click Manual Setup, then Internet, and then TCP/IP tab.  I set mine to: 

        Configure IPv4: manually

        IP address: <as copied in step 1b. >

        Subnet mask : 255.255.128.0 worked for me (see note b)

        Router address: <as copied in step 1c>

        DNS Server(s): <as copied in step 1d, or use another DNS provider like OpenDNS>

    b. My assigned "Gateway IPv4 Address" was 108.209.176.1, but my assigned WAN IP was in 108.209.177.x, so the netmask is not the typical 255.255.255.0. The 176 and 177 don't match. But they both are greater than 128, so 128.0 matches both. I had set the typical three 255s first, but that didn't work. 

 

3. I also set my Airport "Internet Connection" this way, per Bangbak's suggestions:

     Connect using: Ethernet (It is the only thing plugged into my NVG's Ethernet ports. All else is plugged into the Airport's ports.)

     Ethernet WAN Port: Automatic

     Connection Sharing: Share a public IP address

     

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Nov 14, 2011 2:36:01 PM
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Edited by Bangback on Nov 14, 2011 at 2:42:10 PM

I believe at one point, I spoke with a Tier 2 person from AT&T and they said that a possible firmware update would be coming out for the NVG510 sometime around December.  It addresses an issue regarding static IP addresses, and my hope is, a fix for the PPTP VPN issue.

 

I agree, it exposes the machine to the internet, so a strong firewall is a definite must!

 

I was ready to throw in the towel with AT&T before getting the workaround to work.  The last time I called them, they said there were over 27 different notes in my account with the issues I had with the modem.  I must have spoken to at least 10 different people on trying to get a resolution, and also contacted Motorola tech support as well.  Whenever I said "VPN" they would respond with "Oh, that's a business related issue, we don't support that", even though it was just me trying to use it for work from home.

 

What I still don't understand is why the DHCP NVG510 server wouldn't supply me the WAN IP address when I did a IPCONFIG /release and IPCONFIG /renew.  I had to actually power down my computer, and restart it before I got served the WAN address over DHCP.  Any ideas?  Perhaps this is the reason why some people have to MANUALLY assign the WAN address on their machines or alternate routers?

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Dec 12, 2011 11:38:35 AM
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I had this workaround functioning for a couple of weeks.  Suddenly, with zero changes on my behalf, it stopped working.

 

I had IP Passthrough set to one of my laptops so that machine could connect to my client's PPTP VPN.  It had my WAN IP and everythign was fine.

 

When I went online this morning, that latop had no connection to the internet.  Tried rebooting the laptop, the router, nothing.  It couldn't ping anywhere.

 

If I turned the passthrough off on the router, the laptop grabbed a 176.16.1.x IP and could connect just fine.

 

Tried to set the passthrough again, nothing,  can't even ping the router.

 

I've tried setting the mode to both DHCPS-fixed and manual with no luck.

 

This router was installed by the fifth ATT tech i had come out here for an intermittent disconnect issue, had a 2-wire before.  They finally fixed the disconnect with this router, but now I can't connect to my clients.  Sigh.  I am so ready to cancel and call up Comcast.

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Dec 12, 2011 12:51:04 PM
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eponai wrote:

I had this workaround functioning for a couple of weeks.  Suddenly, with zero changes on my behalf, it stopped working.


I had this happen to me recently. Internet all went down. I had made no changes. Wifi on AT&T router worked fine, but not off my Apple Airport Extreme router, so problem was my personal one wasn't getting the passthrough. Confusing thing was, Apple router reported everything was fine!

 

Anyhow, after some trial & error, I was able to get it working again by simply turning off Passthrough, and then turning it back on again. Actually, I think I switched to DHCP and then back to static. Don't know if this will help you; sorry.

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Dec 17, 2011 10:36:53 PM
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Had this happen on mine, too. It seemed to coincide with IPv6 being turned on all of a sudden, but I can't guarantee that. Anyway, I tried the same stuff you described without joy. Then, I turned the IPv6 back off, and it started working, so maybe you can give that a try...

 

In the NVG510 setup screens, go to Home Network tab, then Configure link. Click the IPv6 dropdown to set it to Off. Save the settings, then restart the NVG510 (Device tab, Restart Device link, and follow the instructions there).

 

A firmware update that fixes several problems is scheduled to come out late this month (December 2011) according to AT&T's tech support. Crossing my fingers....

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Dec 23, 2011 3:00:21 PM
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Well, after navigating the sea of messages and forums, I find that I can get the NVG510 up online in their "Passthrough" environment per the excellent instructions above. But the house network has a Dual-N Netgear router that takes care of everything else, and DYNDNS and Cisco VPN client aren't playing well. Will attempt to monkey with the Netgear's inbound IP address tonight, and make another mess in the attempt to fix this, and get DNS advertising and inbound DNS working properly.

 

Funny thing is I tried to call the tech support number supplied from the chat line, and its a pay-only service, and for a fresh faced new user to Uverse coming off Bell DSL, this isn't flying well with me.

 

If I had known ahead of time that the NVG510 would not go into bridge mode willingly and easily, I would have bailed totally on the upgrade. So far, I've invested 4 hours researching and changing the home network, for something that should have been a switch in the RG to "bridge" and be done with it. And to find out that this problem has been around for a some time and is still very, VERY active, well, I also never liked being on the bleeding edge of technology.

 

If a firmware upgrade comes out for this RG, PLEASE, someone, let us know, so I can fix all of the hiccups that I'm running into by switching it into this "passthrough" mode, and get to a true bridge mode.

 

I am not going to pay ATT to do home networking, any repair services, or for static IP addresses - I work in this industry, and know how to wrangle networking properly. And they were of no help when I set this up originally on DSL, and they didn't have to hook up my iPhones, iPads, home PCS, Windows Home Servers, wireless printers, media centers, TV, etc as the network grew, and I had to accommodate them into my home network. With this RG, it should have been a no-brainer for Motorola and ATT to know that they needed to provide a bridge mode. I am well beyond the "single router and single PC" environment that this seems to be aimed for. And no, this is not a business environment, its a regular, 21st century home that has 21st century equipment and tech in. Bridging should have been anticipated, and, with little modification, this should have worked out-of-the-box properly and quickly.

Re: PPTP VPN fails to work after installing Motorola NVG510

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Jan 11, 2012 6:29:33 PM
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If anyone gets this far in the thread, there's a guy named Ron Berman who has documented this quite well, providing a guide to setting up the NVG510 as a bridge and then attaching a real (i.e. working) router that supports VPN.  His thread is at http://www.ron-berman.com/2011/11/24/motorola-nvg510-help-page-for-att-u-verse-users/

 

AT&T is still giving customers the run-around on this as of 1/11/2012.  I'm going to press them to deliver an alternate product to me since this one is broken right out of the box.  They use a 2-Wire product (not Motorola NVG510) for triple-play customers, and that one supports VPN.  Imagine that.  It's a bit larger and I doubt it will be a straight-up trade since it includes the hardware decoder to receive AT&T's IPTV channels, but it works.  If you're wondering, I obviously won't get free IPTV out of it (they control that from their end).

 

I'll post this thread if I have any luck with it (what it cost to swap in a working box, delivery time, etc.).

Re: PPTP VPN fails to work after installing Motorola NVG510

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Jan 11, 2012 6:47:57 PM
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Thanks for that update.  You know what makes me pull my hair out?  I *had* the 2-Wire router.  They replaced it twice because I was experiencing intermittent disconnects.  The third time they replaced it with the Motorola NVG510.  The disconnects may be gone, but now I have to jump through hoops depending on which VPN my clients are using.  (I do mission critical server support for high end clients, I have to be able to log in within minutes, and disconnects are unacceptable.)

Re: PPTP VPN fails to work after installing Motorola NVG510

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Jan 13, 2012 10:57:55 AM
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Edited by Craig_Lindberg on Jan 13, 2012 at 11:01:29 AM

After spending a full day on the phone with AT&T getting bounced around amongst various departments, I was unable to convince them to swap my NVG510 with the Modem/Router they provide for triple-play service.  They wouldn't even sell it to me when I offerred "whatever $ you want" for it.   I verified with a friend that his AT&T, triple-play unit from 2-Wire (he forgot to get the make/model for me) definitely supports VPN pass-through without issue.  I'm guessing it's some version of a Pacer 5500, but online data shows the unit for sale only to Telco's.

 

Unfortunately, AT&T takes the position that an internet-only U-Verse account type is allotted a Motorola NVG510 and that's that.  A triple-play customer is provided a unit from 2-Wire.  Perhaps they have purchasing agreements in place with Motorola and 2-Wire that restrict usage.  I can certainly see they'd want to limit customer configurations to simplify support.  Whatever the reason, their policy leaves us poor saps with a brain-dead router.  Any complaints are wasted breath.

 

I'm now following this thread and attempting an NVG510 bridge to a shiny new Netgear WNDR3700v3 Router I purchased.  No luck so far.  Please, somebody shoot me and put me outta my misery.

Re: PPTP VPN fails to work after installing Motorola NVG510

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Jan 13, 2012 11:08:02 AM
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Since you said you were willing to spend the money, add U-Verse TV to your service. They will come and do a technician install and swap the Motorola for a 2Wire 3801.

After a month, cancel the TV service and return to Internet-only service. They'll let you keep the 3801.

Re: PPTP VPN fails to work after installing Motorola NVG510

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