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DbCh8790's profile

Contributor

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2 Messages

Wed, Jul 27, 2016 3:19 PM

5268AC VPN Problem

My new 5268AC will not allow me to connect via VPN to my company servers.  My VPN software worked fine with the previous hardware.  Nobody within AT&T seems to know what the problem is or what to do about it.  Tried using DMZ mode - no help.  Any ideas? 

Accepted Solution

Official Solution

ATTDSLCare

Community Support

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1.3K Messages

6 y مضت

Have you opened the ports for VPN? You must open the supported port by adding a new user-defined
application profile.

1. Open the gateway user interface.
2. Click the Settings tab, and then click the Firewall tab.
3. Click the Applications, Pinholes, and DMZ link.
4. Below the application list, click Add a new user-defined application.
5. On the Firewall Application Profile Definition page, enter the following information:
• Application Profile Name: A display name for the profile.
• Protocol: Select TCP or UDP. If the application you are adding requires both,
you should create a separate definition for each.
• Port (or Range): Enter the port or port range the application uses. For
example, some applications require only one port to be open (such as TCP
port 500); others require that all TCP ports from 600 to 1000 be open.
Note: If only one port is required, enter the port number in the From field.
• Protocol Timeout: Enter the amount of time, in seconds, that can pass before
the application times out. If you leave the field blank, the system uses the
default values (86400 seconds for the TCP protocol; 600 seconds for the UDP
protocol).
• Map to Host Port: Enter a value that maps the port range you established in
the Port field to the local computer. For example, if you set the value to 4000
and the port range being opened is 100 to 108, the forwarded data to the first
value in the range will be sent to 4000. Subsequent ports will be mapped
accordingly; 101 will be sent to 4001, 102 will be sent to 4002, and so forth.
• Application Type: Select the application type. If you do not know the
application type, leave the field blank.
6. Click Add to List.

 

Contributor

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2 Messages

6 y مضت

Time Warner router.

Voyager

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3 Messages

6 y مضت

I have the same problem.  VPN works fine over my ATT mobile service, an ATT hotspot, and my existing Comcast modem.  But over my UVERSE GW (5268AC), no connection.  Chatted with ATT support and they tried DMZ+, but no luck.  Wanted to send me to there premium support for a fee in order to resolve.  Has anyone figured out a resolution?

Contributor

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3 Messages

6 y مضت

Has anyone figured this out yet? I'm having the same problem. I've tried everything and nothing works. 

Voyager

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3 Messages

6 y مضت

Nothing here.  Still having the same problem.  No one at ATT seems to know how to correct this issue.  Really hoping a resolution would have been suggested by now.

ATTDSLCare

Community Support

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1.3K Messages

6 y مضت

Have you tried disabling IPv6 in the modem? There has been various issues with it lately and it has not been corrected yet.

Voyager

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3 Messages

6 y مضت

Yes.  I've disabled IPv6, but it does not make a difference.  

Mentor

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55 Messages

6 y مضت

Thank you, thank you, thank you!  I was able with your help to solve my VPN connection problem.  The AT&T techs must get a commission for sending us to the paid service, as if we weren't already paying big bucks for their service!  

ATTDSLCare

Community Support

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1.3K Messages

6 y مضت

@EllenReddick Thats wonderful, I am glad to hear that worked for you!

Contributor

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1 Message

6 y مضت

I tried this fix and connacted AT&T support, but I still cannot connect via pptp to my vpn.  Any help would be fantastic!.

Contributor

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1 Message

6 y مضت

On the above VPN fix, does the router need to be re-booted?

Contributor

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1 Message

4 y مضت

Well...  I've been researching this because I have customers who have the same issue.  I decided to look for online support options when I found the support chat on the AT&T contact page after signing in.  Suddenly I was kind of excited.  After years of poor experiences with AT&T when it comes to technical support, had I just found a solution??  I was even working to support a customer who was having this exact issue at that moment in time so the timing couldn't be better.  But, before facilitating an online meeting, I needed to confirm that this was indeed a solution to the problem.  So I just wanted to ask a simple question...  Below is the transcript of our conversation.  See for yourself.  AT&T never disappoints...  I was just glad I kept my composure.  I changed the support guys' names to Bob and Bob #2 to protect their identities.

DATE/TIME: 2019-01-04 12:23:37
Your chat transcript:
PLEASE DO NOT REPLY TO THIS MESSAGE - All replies are automatically deleted.
AT&T : Hi, I’m AT&T’s automated virtual assistant. How can I help you today?
Me : I have a unique question.
AT&T :
I'm happy to assist you. 
 
Please state your reason for chatting so you can be assisted quickly.
Me : I am a network engineer for a company that provides remote access to its employees using Cisco Anyconnect. Some employees with the UVERSE router xxxx cannot connect to our network via Anyconnect and we are not allowed to touch their router. Can ATT support help?
AT&T :
Hmmm. Could you rephrase your question? Virtual Assistants understand simple questions best.
Me : This is not a simple question
AT&T :
Please choose one of the topics to chat about below:
 
Billing
Payments
Shopping
Check order status
Move or Modify Service
Technical Support
Sign in & Password Support
Me : Technical Support
AT&T :
Please tell us your first name.
Me : *****
AT&T :
Thank you. Please wait as you are assigned to the next available specialist for your issue.
Bob : Hi *****! My name is Bob. I'm happy to help.
Me : Hi Bob. I have a unique situation.
Bob : Hello, Nice to meet you 🙂
Me : I am a network engineer for a company that provides remote access to its employees using Cisco Anyconnect. Some employees with the UVERSE router xxxx cannot connect to our network via Anyconnect and we are not allowed to touch their router. Can ATT support help?
Bob : Yes, I completely understand you and apologize for the inconvenience caused.
Bob : I can help you with that.
Bob : I'll go ahead and replace the router with the brand new updated one without charge to fix this issue once and for all without charge.
Bob : Is that okay for you?
Me : no.
Bob : Okay.
Me : It's not my router.
Me : I'm trying to help someone else and I need to know if ATT support can help him troubleshoot the problem.
Bob : Yes, I am sorry I thought you are facing issues with it.
Bob : No problem, we will help you with that.
Bob : I am working on this with our network team to help you further on this.
Bob : Please allow me a moment here.
Bob : Thanks for your patience.
Me : no problem
Me : Any assistance is appreciated.
Bob : Our team is little busy due to chat flow, I request you to please stay connected while I connect to them help us further on this.
Bob : Yes, we will take care of this for you.
Bob : I'll let you know once the team gets available.
Bob : Not to rush, are we connected?
Bob : Please allow me a moment more here while I connect you to our team.
Bob : I see that due to high chat flow, team is little busy.
Me : Are you there?
Bob : Yes, we are connected. 
Me : Well something disconnected me from the internet. My browser opened a diagnostics page from my own UVERSE router and eventually showed a message saying I have no DSL signal (among other messages).
Me : Everything is coming back
Bob : I am sorry about that.
Bob : Okay.
Bob : It looks like router is upgraded with latest software.
Me : My router is not the problem.
Bob : While software update your services may briefly interrupt.
Bob : Yes, I understand you
Bob : I'll connect you to our advanced tech team to help us further on this
Bob #2 : Welcome to AT&T ConnecTech Services, where we offer affordable solutions to your technology needs. My name is Bob #2odgers and I will be chatting with you to help you today. Please give me a moment while I review your previous chat.
Me : I don't know why Bob touched my router but now I've lost all of my settings, my SSID has changed and everything wireless in my home (which is practically everything) is no longer connected to the internet. Plus I'm working from home today..
Me : How can we restore my router settings? My wife was working from home, too.
Bob #2 : I understand that you are having issue with unable to connect devices to wifi at home router.
Bob #2 : Please reply if you are still working with us?
Me : Hang on. I'm trying to connect my wife to the internet using my mobile hotspot so she can go back to work.
Bob #2 : Okay, please let me know when you are back.
Bob #2 : Please reply if you are still working with us?
Bob #2 : I have not received any responses from your end, Please reply if you are still working with us?
Me : hang on
Me : ok. I'm back. I know this is not your fault but I want my router configuration restored.
Me : I connected my wife using her mobile phone as a hot spot
Me : Now I need my router config restored.
Bob #2 : Please let me know what happens when you try connecting to router
Me : My router configuration has changed. What about that do you not understand. Did you read the chat. Bob upgraded my software and now my SSID has changed. When I got this router I was provided link to go to and it then ATT configured my router with the same SSID as the old router so all of my wireless devices immediately connected. Why can't we do that, now?
Me : My SSID was ATT*****
Bob #2 : Thank you for the information, Mr ******, I am from the ATT Advanced technical support team ATT Connectech and you will need to have an active support plan to avail assistance regarding the issue.
Bob #2 : I have reviewed your records and found that you do not have an active support plan with us.
Me : Actually, just forget it.. Please just leave my network alone. I'll reconfigure the router with my old SSID.
Bob #2 : We have possible options for you to have this issue fixed at a very reasonable price. We can start working on the issue and fix it right after placing our service on your account. We are offering this service because, if you contact a local store or call an In-Home technician for assistance to fix this, it can cost you a lot and that is too without any solution guarantee. Since you already have Internet services with AT&T, we can provide you technical assistance at a very reasonable price with a solution guarantee and if the issue is not fixed, you do not have to pay for it and will get a full refund. Can I provide you the details of our service plans to help you get this fixed as quick as possible?
Bob #2 : Please reply if you are still working with us?
Bob #2 : I have not received any responses from your end, Please reply if you are still working with us?
Me : I'm here.. I'm trying to configure my SSID back the way it was before Bob changed it.
Me : Are you actually trying to sell me technical support?
Bob #2 : I really understand your concern, unfortunately I am from ATT Advanced technical support team and is a premium support.
Bob #2 : When you have our service plan active, if you purchase a new computer or any other peripherals we will help you configure it without any additional cost. When you get a new cell phone or reset or repair the existing cell phones, you will need it to be reconfigured with the network and even configure your emails and all. Without having the inconvenience of visiting a store and pay for it to be done, we will help you do that as well.
Me : There was nothing wrong with my network or my UVERSE router. I simply had a technical question. I didn't request anyone change anything on my router.
Me : If you can't understand what I'm saying then you need to find someone who can real quick.
Me : Why did Bob upgrade my router software?
Me : Why did he change anything on my router?
Bob #2 : Mr *****, I am unable to proceed with the troubleshooting without a valid support plan. Upgrading the software does improves the security features on your router and it is necessary. You may contact the U-verse department at the number 1-866-915-6188 for changing the settings.
Me : I found a backup of my wireless settings at ufix.att.com
Me : I have restored my router's wifi settings. So now everything is back up.
Bob #2 : I am glad issue is resolved today. And, since all computers need to be protected and maintained to stay reliable, we can provide technical support for your future issues only for $15/month with our 12-month Support plus service. I can add this to your account today. Shall I do that with your permission?
Me : NO. Please no. I do not want/need that.
Bob #2 : Okay! Mr *****, Is there anything else I can help you with that!
Me : I am a network engineer that supports customers in a small company (few thousand people) and we provide remote access into our network. I have customers who have UVERSE and connect connect to our network via Cisco Anyconnect through their UVERSE router (although it works everywhere else).
Me : We are not allowed to touch their personal equipment and I was just checking to see if AT&T support could help troubleshoot the problem so I could facilitate this.
Me : I'm sorry.. "can't connect"
Bob #2 : Thank you for the information, I would recommend that you request the customers to contact the ATT support and we can help them check the router settings to get the connection established.
Me : I will and I'll mention the same support plan you offered me.
Me : I was in the process of doing that. I mentioned the chat option and was trying to share information when Bob upgraded my router and I lost connection with work.
Me : Thanks for the help.
Bob #2 : You are welcome.

Contributor

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1 Message

4 y مضت

How do I know what values I need for step #5? I'm on a Mac running Cisco AnyConnect to VPN.

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