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VPN access issues with NVG589

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Contributor

VPN access issues with NVG589

Hi, I've had AT&T U-Verse service since 2008.  I previously had one of the 1st generation 2wire routers up until a few weeks ago.  I never had a single issue with my VPN access while working from home.  Since I had the Motorola NVG589 router installed a few weeks ago I drop VPN constantly.  The installation tech was playing with all the router settings after installation and I'm not sure he knew what they should be.  Does anyone have any suggestions, help please? 

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Message 1 of 21
Community Support

Re: VPN access issues with NVG589

Hi @schutzdl,

 

I apologize about the issues you are having with your VPN dropping after getting the NVG589. One thing to try is to put the device connecting to the VPN server in passthrough mode. Here is a post explaining the process. Also, if you have your own router, which you know has had no issues with your VPN connection, you can connect that to the NVG589 and put it in passthrough mode and have your device connect to your router.

 

Hope this helps.

-David T

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 2 of 21
Contributor

Re: VPN access issues with NVG589

I'm having the same problem. Had the old inid setup and my vpn worked fine. After getting the NVG589, it would not stay connected. I spent many hours with support with no solution. I ended up having to get another isp since i work from home. I wish ATT support could figure out whats wrong with the NVG589.

Message 3 of 21
Community Support

Re: VPN access issues with NVG589

Just to update this issue if anyone was having similar issues. The connection drops were due to the wireless connection. After resetting the connection back to default, everything is now working once again.

 

-David T

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 4 of 21
Contributor

Re: VPN access issues with NVG589

I had the NVG589 installed about 3 weeks ago - and my VPN phone has not worked since.  I have had 5 technicians out here, I've spent HOURS on the phone with a "tier 2" level support, I've IP passthroughed, factory reset the modem, changed out the device I was using for VPN, changed out to a different NVG589, hardwired to the modem, changed ports, changed wires at the box on my house, NOTHING WORKS! This is ridiculous! I had ZERO probelms with the modem that was installed prior to the NVG589. I don't even understand why the tech replaced my modem - they were not even dispatched because of issues with the modem.

 

I work from home I NEED my phone to work.  When I asked for my old modem back, I was told that's not possible.  That the NVG589 is the latest and greatest - and that's all that's being installed going forward. It's not that great if it's not working! No one at this tier 2 support knew or even heard of my issues.  They were all stumped and in fact one agent tried to tell me it's not AT&T's problem that my VPN phone device isn't picking up your signal.  That is INFURIATING! My VPN phone device picked up the AT&T signal just fine on the old modem! This is horrendous service! I was offered a refund of 21 days of non-service - ONLY AFTER I ASKED!! AT&T needs to make this right - immediately!

 

Resetting connections to wireless or not --- I don't understand what that means, but I'm not connecting to the modem wirelessly.  My VPN phone is hard wired to the modem and it WILL NOT STAY CONNECTED. 

 

I guess since I can't work because I don't have a phone to work from I won't be able to pay my AT&T bill any more. 

Message 5 of 21
Contributor

Re: VPN access issues with NVG589

I have had the same issue.  I can connect to the VPN via cable throught the NVG589 modem, but the wireless VPN fails within 60 seconds.   I know that my computer's modem is fine because I can VPN using other Wifi networks.  It is the NVG589. 

Message 6 of 21
Teacher

Re: VPN access issues with NVG589

Hello,

 

What type of VPN protocol are you using?  I have no problems using PTPP over Wireless or Wired, but I have a problem with L2TP and ocasionally a problem with OpenVPN over Wireless.

Message 7 of 21
Contributor

Re: VPN access issues with NVG589

I am using NCP Secure Entry Client for Windows 8.  IPsec protocol I think?

Message 8 of 21
Teacher

Re: VPN access issues with NVG589

Hello,

 

If you are still having this problem, and if you can with your VPN client, try switching over to a different protocol.  Otherwise you also may want to try opening the ports in which your IPSec uses in your Firewall.  This should bypass the rule (if any) not allowing you to connect.  Could you try pinging the VPN, and giving us a picture of its response from Command Prompt or Terminal?  It may be more helpful in determining any problems.

Message 9 of 21
Contributor

Re: VPN access issues with NVG589

I am having the same issue with the Not Very Good 589 modem.

Junos Pulse just won't let me login to my work.

 

 

Message 10 of 21
Contributor

I am having same exact problem and they want to charge me...

I am having same exact problem and they want to charge me to talk to their tech department ????
Message 11 of 21
Community Support

Re: I am having same exact problem and they want to charge me...

Hi @x_x_tackle_x_x,

 

I apologize about the inconveniences. One thing to try is putting your device in DMZ or passthrough mode. Here is a link to a thread that goes over third party devices. Check out the posts for your U-verse gateway and adding third party routers to it.

 

Hope this helps.

 

-David T

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 12 of 21
Contributor

Re: I am having same exact problem and they want to charge me...

Apologize If I am misunderstanding the information provided, but I am not trying to set-up a third party device. I am simply trying to connect my computer through a VPN. I was told that the way to do that on the NVG589 was to go to the NAT/Gaming tab, and enter custom service?

 

Is that the best method?

 

On the previous modem, I was able to disable the firewall in DMZ, but not able to do the same.

Wish I knew that before I changed my router ! Thanks AT&T!

 

 

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Message 13 of 21
Community Support

Re: I am having same exact problem and they want to charge me...

Hi,

 

Sorry for the lack of explanation. The instructions state for a 3rd party router, but you can use it towards any device, in this case your computer. But I would suggest trying these settings for your computer to make sure that no ports are getting blocked on your VPN connection. You can do the same thing on the NAT/Gaming tab if you know all the ports that need to be opened, but for testing purposes, I definitely suggest trying passthrough mode and disabling some of the firewall settings.

 

-David T

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 14 of 21
Contributor

Re: VPN access issues with NVG589

I too had an issue with the NVG589 after switching to AT&T from Comcast. We used VPN connections almost daily to our office almost daily with out a problem before. My old linksys router had was easy to configure by selecting a check box to enable VPN passthrough. But when we switched to AT&T the connection would fail every time. I called AT&T internet support and he did not even know what a VPN was. He then forwarded me to a 3rd pary supprot called AT&T Connect Tech and he wanted to charge me $50 dollars for opening up the ports on my modem or sign a one year contract for support from them for $17 per month. I hung up and started searching on the internet to fix this VPN passthrough on my own. Acter connecting to my modem's gui via the browser I was able to get to work by selecting the Firewall tab and then with drop down menu fromt he Allocation menu I selected Passthough and save and the router will then reboot and should allow VPN passthrough connections when it comes back up.

Hope this helps someone! Good luck...

Message 15 of 21
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