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bkcash's profile

Contributor

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3 Messages

Thu, Jul 17, 2014 12:01 PM

Unite Pro VPN Issue

I have a Unite Pro aircard but cannot connect to my home VPN server through the aircard.  I'm using an iPhone 5s with the latest version of iOS7 installed.  When my iPhone is on the LTE network it connects to my VPN server perfectly and it works great.  When I connect my iPhone or my iPad to my Unite Pro I cannot connect to my VPN server.  I have the Unite Pro configured for VPN passthrough and cannot figure out why I can't connect.  Is there a setting in the Unite Pro that I'm missing?

Contributor

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3 Messages

8 years ago

Are you using PPTP for VPN? I am having the same issue. I cannot connect to any PPTP VPN with any device with just this model. 

 

I have tried with multiple devices (Windows XP, 7, 8.1, iPad and Android). All can connect to the VPN using another device. None can connect with the Unite Pro.

 

I have tried three separate VPN providers (one for work and two personal). Cannot connect with PPTP. Can connect with OpenVPN or SSL. 

 

I have tried four of the same model. None can connect with PPTP.

 

The VPN servers never see the request, indicating an issue with the network or device and not the VPN.

 

AT&T support says there is no issue and must be a problem with the hardware so they transferred me to NetGear. NetGear says the issue is with the software that AT&T customized for that model that is the problem and referred me back to them.

 

Since AT&T does not have another line of mobile hotspots, we are looking at changing providers for our company.

Contributor

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3 Messages

8 years ago

Yes, I'm using PPTP.  Every device I've tried connects to my VPN server with the exception of the Unite Pro.  It has to be something with AT&T's firmware for the device or the settings at the access point the Unite is using.  I tried AT&T tech support and didn't get anywhere.  I keep hoping for a firmware update that will fix the problem.

Contributor

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3 Messages

8 years ago

I tried working with them and they just blame my VPN or Netgear. Frankly,
no customer support rep is going to have the access or knowledge to
troubleshoot this issue. It needs to be escalated to AT&T's network ops.

Charles

Contributor

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3 Messages

8 years ago

I guess it's looking like Verizon will be the solution.

Contributor

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3 Messages

8 years ago

We have tested Verizon's Jetpack and it works fine.

Tutor

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2 Messages

8 years ago

AT&T does not support VPN with the Unite or Unite Pro!  They seem to intentionally obscure this info.  I do not believe it is a limitation of the device (Netgear), rather AT&T will not enable the functionality.  It makes the device of limited use for many folks including me. 

 

I had my IT guy sit on the phone with tech support for hours to confirm this.  I tried posting to share this info previously but AT&T yanked the post.  Let's see if they will leave this one alone.  It is very important for potential customers to have the facts before they buy the product and go out on the road, then find themselves unable to work!

Tutor

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2 Messages

8 years ago

I also have an older Verizon LTE hotspot, the Samsung SCH-LC11 or something like that, and it works fine with VPN as long as you have the correct updated firmware version.  Earlier firmware had problems with double-NATting but that was fixed in an update. 

 

The AT&T LTE network is frankly MUCH faster than Verizon's (I have tested it from many places around the US) and the Unite Pro has substantially better battery life, and supports 10 clients vs. 5.  So on the surface it seemed like a no-brainer upgrade, and I have been happy with the Unite Pro other than the huge VPN problem.

Contributor

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1 Message

8 years ago

Im glad I found your thread, thought I was losing my sanity.  I had the same experience I called AT&T, they told me the card was to blame and transferred me to the card manufacturer, after a frustrating half hour trying to get to a person (they dont list the card as somethign they support) , someone in a far off country finally told me that this is a AT&T problem that they are blocking VPN and same thing you guys heard that the software AT&T put on the device is the problem. Ok sounds reasonable.

 

So here I go back to the AT&T tech support, now I don't expect first level to be a senior technical person but I exepct them to have some clue. The person I talked to said "Oh we dont do that you have to talk to your internal IT staff, I told her I am the IT staff and trying to get this to work with standard VPN (nothing fancy) and that it should work, if I use my clear hub which we have been using for 2 years we connect no problem, using my cell phone I get a VPN connection no problem. So the problem is not our VPN server we have people using it all day long from home, from hotels etc.  At this point no response dead silence from the rep , so I continue talking and tell her that clearly AT&T knows people use VPN as there is a VPN passthrough option on the web interface. Ok she tells me, I dont know why that is there, we are not responsible for your companies VPN please talk to your internal VPN person, is there somethign else I can help you with?. Are you fricken kidding me????? Not only did you not help me but now your cutting me off??? Useless.

 

Going to go back to the store and see if having someone in front of me will help, I already told our sales reps we are probably going to go to verizon but so aggravating that something so simple is such a big oversight and the poor support just makes it worse.

 

Nothing Pro about the UnitePro

 

Later......

 

 

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