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New Visitor
bcjdude
Posts: 2
Registered: ‎04-07-2013

VPN Connection Issue - TC8305C

Hello,

 

I am having an issue connecting to a VPN. My parents just got xfinity internet services today and I am attempting to connect to my home VPN but have been unsuccessful. I don't believe it to be a VPN issue with my house because I used my phone hotspot and connected with no issue.

 

They have the all in one router/modem. I have checked for the settings for VPN passthough and I am not seeing them. I also tried to turn off the firewall.

 

Their Modem/Router Information:

 

System Hardware

Model:TC8305C
HW Identifier:1.5
Serial Number:1305102152
Processor Speed:1600 DMIPS
DRAM:128MB
Flash:64MB
 
System Software Version
eMTA &DOCSIS Software Version:01.E6.00.28
Packet Cable:2.0

 

Any help would be much appreciated.

 

Thank You.

New Visitor
BobbyP69
Posts: 1
Registered: ‎04-14-2013

Re: VPN Connection Issue - TC8305C

I have the same hardware and the same problem, I can not get VPN to work.

Someone must know what to do.

New Visitor
djlman
Posts: 1
Registered: ‎04-27-2013

Re: VPN Connection Issue - TC8305C

I have a workaround for the VPN solution on an Arris TC8305C.  I am still looking for a long term fix, but this will work temporarily.  When you are ready to connect via VPN, Go to Gateway > Connection > Firewall > Custom Security.  The choose Disable Entire Firewall.  Click Save Settings.  Done.   When you have finished your VPN session, remember to go back and retrun to your orginal security settings.   I know, not great but at least you can get through.

 

Hopefully I'll find a more secure way to fix this soon.

 

djlman

New Visitor
MattB404
Posts: 1
Registered: ‎06-11-2013

Re: VPN Connection Issue - TC8305C

I have the same issues with the TC8305C. Spent an hour and a half on the phone with the "Premier Signature Support" who was not able to resolve the issue either. I ended up ordering the stand alone modem and using my Netgear WRN2000 v2 router again (hopefully this fixes it). I would love to know if anyone ever has a true resolution for this issue.

New Visitor
Cheee
Posts: 1
Registered: ‎06-11-2013

Re: VPN Connection Issue - TC8305C

I was just rereading my router instructions and the MTU setting is something that affects VPN connections.  Hopefully I don't lead you down the wrong path, but it's something I'm looking into now.

-Chee (another long time customer who found Comcast's help useless)

New Visitor
smoore11
Posts: 2
Registered: ‎06-10-2013

Re: VPN Connection Issue - TC8305C

Do you have any more specifics about the MTU?  Like what value to set so my VPN will work?  I tried disabling the firewall on my gateway, but I still get an 800 error when trying to access my VPN.  Comcast has been NO help whatsoever.  I'm about to switch carriers because of this.  I need the upgraded modem (TC8305C) for faster speeds, but my old 2.0 modem worked fine.  This 3.0 "all in one" modem killed my VPN connection and now I'm dead in the water.  Anyone find anything to make this work before I leave Comcast?

New Visitor
rlashin
Posts: 1
Registered: ‎06-13-2013

Re: VPN Connection Issue - TC8305C

change the subnet to anything other than a 10. ip such as 192. etc and it should fix the VPN issue. You will need to log onto your router to change these settings.

New Visitor
JustPassingBy
Posts: 1
Registered: ‎06-14-2013

Re: VPN Connection Issue - TC8305C

I looked at the firewall configurations on the TC8305C and the VPN port and IP protocol number are both allowed even on the most secure setting.  I worked with the Comcast support and my company support desk.  Neither were able to assist.  Reading other posts, I decided to just get a straight up DOCSIS3.0 cable modem.  I purchased the Mororola SURFboard eXtreme, model SB6121, registered it with Comcast, and my VPN is working great.  I did not see a difference in the speedtest numbers from the different sites.  Some were lower with the stand alone modem and some were higher.  If you do not need an all in one device, try a stand alone modem.  Hope this helps someone.

Visitor
Posts: 2
Registered: ‎03-15-2010

Re: VPN Connection Issue - TC8305C

I just got a TC8305C from Comcast and have not had any problems with my VPN into work using "Juniper Network Connect".

Since my work VPN assigns addresses in the 10.0.0.0 network address range, and the TC8305C DHCP server also assigns addresses in this range, I did what I've always done with personal routers - change the IP addresses used by the gateway.

I logged into the gateway itself at 10.0.0.1 and changed its default address from that to 172.23.1.1 netmask 255.255.255.0.   Rebooted the gateway and everybody's happy.

 

Of course, you may have to release/renew any addresses your other home devices have so they get a new one from the gateway's DHCP server.

Contributor
r0gue007
Posts: 16
Registered: ‎07-31-2013

Re: Changing IP address

same problem here

 

I just swapped out my failing SMC, got a 105+, even with firewall on custom/disabled or minimum I can't authenticate my VPN (PPTP).

 

Was hopeing to find something online before waiting on hold for support

Contributor
r0gue007
Posts: 16
Registered: ‎07-31-2013

Re: VPN Connection Issue - TC8305C

unfortunately I have tried all of these setps and still can't get my PPTP VPN to authenticate.

 

- Worked on my SMC all-in-one device

- SMC wifi radio failed and comcast gave me a tecnicolor model

- diabled firewall

- tried all internal IP address ranges

 

I'm dreading calling Comcast support about this. Going to need a few hours time, alot of patience and a couple cocktails

Contributor
r0gue007
Posts: 16
Registered: ‎07-31-2013

Re: VPN Connection Issue - TC8305C

This is really upsetting.

 

I spent hours on the phone with support and after being transferred and escalated many times they simply said they won't touch ANY VPN support for residential users. 

 

They best they could do is ship me an SMC all-in-one wireless gateway, which I know works from past use.

 

If your PPTP VPN connection hangs on authenticating (veryifying name and password), call Comcast and request an SMC to replace your technicolor. 

 

On a somewhat funny related note I did get the following for free from various people I talked to:

- 6mo burst internet (+30Mbps over standard)

- 6mo premium sports package (NFL red zone for the season)

- 3 months HBO

 

Still not a good outcome, but better than nothing. 60Mbps is really fast and I was going to pay for RedZone anyway during the NFL regular season.

Visitor
Posts: 4
Registered: ‎12-31-2006

Re: VPN Connection Issue - TC8305C

Wondering if your "Juniper Network Connect" is an SSL VPN.  I did what you said and it does not help with the Microsoft standard VPN.  That is still blocked. 

New Visitor
carl29464
Posts: 1
Registered: ‎09-26-2013

Re: VPN Connection Issue - TC8305C

Yes, I am having the same issues with the technicolor device. I tried disabling the firewall. Tried, changing subnets from 10.0.0.0 to 10.40.0.0 then to 172.16.0.0. Local comcast store only has technicolor.

 

Called comcast support and the off-shore support operator said "Yes, we can help with our VPN issue... let me you to our internet support group" Got another off-shore operator that said "Sorry, your VPN issue requires you to sign up for our premire signature support who can definately help you with our VPN issue... They can solve all your problems"... Finally got a North American technician, whose first words were "Sorry, we don't support VPN... If you need any specific ports open I can do that...."

 

Finally talked him into upgrading me to a new modem and told him I was told the SMC will work. He said he had to transfer me to TEIR II as he could not authorize modem swap out. So he transfered me to dead air.... So I waited for a call back, because everybody I talked to had me give them a call back number "In case we are disconnected"....

 

This morning I used my support number, was connected to the lowest teir support, put on hold for 30 minutes. He also said he could not upgrade my modem and when he transfered me to TEIR II, an operator answered. I told her I was trying to get TEIR II for cable modem change out and she transfered me back to TEIR I.... Now this guy was North American, but he said "While we were talking I tested your modem and nothing appears to be wrong... We can not give you a replacement modem unless something is wrong with your modem"....

 

I was really hoping to get a DOCIS 3.0 cable modem with integrated WiFi... Can't seem to be any that are both on the COMCAST "approved" list and at a Retail shop. Guess, it's gonna be a router daisy chain...

Networking Expert
kevj
Posts: 4,813
Registered: ‎10-03-2003

Re: VPN Connection Issue - TC8305C


carl29464 wrote:

Yes, I am having the same issues with the technicolor device. I tried disabling the firewall. Tried, changing subnets from 10.0.0.0 to 10.40.0.0 then to 172.16.0.0. Local comcast store only has technicolor.

 

Called comcast support and the off-shore support operator said "Yes, we can help with our VPN issue... let me you to our internet support group" Got another off-shore operator that said "Sorry, your VPN issue requires you to sign up for our premire signature support who can definately help you with our VPN issue... They can solve all your problems"... Finally got a North American technician, whose first words were "Sorry, we don't support VPN... If you need any specific ports open I can do that...."

 

Finally talked him into upgrading me to a new modem and told him I was told the SMC will work. He said he had to transfer me to TEIR II as he could not authorize modem swap out. So he transfered me to dead air.... So I waited for a call back, because everybody I talked to had me give them a call back number "In case we are disconnected"....

 

This morning I used my support number, was connected to the lowest teir support, put on hold for 30 minutes. He also said he could not upgrade my modem and when he transfered me to TEIR II, an operator answered. I told her I was trying to get TEIR II for cable modem change out and she transfered me back to TEIR I.... Now this guy was North American, but he said "While we were talking I tested your modem and nothing appears to be wrong... We can not give you a replacement modem unless something is wrong with your modem"....

 

I was really hoping to get a DOCIS 3.0 cable modem with integrated WiFi... Can't seem to be any that are both on the COMCAST "approved" list and at a Retail shop. Guess, it's gonna be a router daisy chain...


Buy your own wirelss router, and call in and have the Comcast gateway placed in full bridge mode, with WiFi and DHCP server disabled, so it acts like a straight cable modem. This will probably solve all your problems....

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

I don't work for Comcast...


Help us to help you!!
- respond to requests for info
- post back if your issue is resolved
- mark appropriate posts as solutions


Send feedback to Comcast using the 'feedback' link on this page:
http://www.comcast.com/Corporate/Customers/CustomerGuarantee.html?SCRedirect=true

Visitor
Posts: 4
Registered: ‎12-31-2006

Re: VPN Connection Issue - TC8305C

I have all the same issues and runaround as kevj - 4 stops without help.  Comcast is pathetic.  I did have one guy who acknowledged the that this issues does in fact appear to be in the forums, but still Comcast does not believe it is their equipment.  

I asked to be transferred to the department for new modems.  They said they could send me another modem, but could not specify what brand, only the functionality.  The comcast rep said there was no way to add a note to avoid the technicolor brand modems in the request and that I should go in to the local store. Pathetic there is no way to add a simple note to save the trip.  Will need to blow a morning standing in line.

New Visitor
I_anderson
Posts: 2
Registered: ‎10-03-2013

Re: VPN Connection Issue - TC8305C

Hmmph!..... Seems I've just fallen into the same black hole with this "new" modem. :-(

 

FWIW, for me;


- An L2TP VPN works great - For about 10 minutes. Then it simply hangs. I had this before on my old (SMC?) modem and my VPN provider (Strongvpn.com) suggested changing to PPTP - Life was *good* for the past two + years.

- I moved location and the new install gave me a TC8305C. (And unfortunately took away the SMC!) Could no longer connect over the PPTP link. :-( Spoke with Strongvpn support who suggested changing to L2TP! - Did that and it all works - For about 10 minutes. I figured, "been here, seen this", I'll just change to PPTP - Can't connect.

 

Google and wound up here....

 

- Changing Gateway -> Firewall settings to "Custom" and "No firewall" did nothing. 

- Changing the default 10.0.0.X address to 192.168.1.x didn't change anything. Still broken.

 

IMO, this BS is nothing to do with "your" VPN - PPTP is simply broken when trying to go thru this thing - If you can get away with L2TP and only want to stay connected for 10 minutes or so you're probably golden. No idea why PPTP doesn't work the same as with my old SMC. :-(

 

Sucks the big one and I can't say how much I wish I'd held the old modem! Oh well, "30 day moneyback guarantee" - Guess I'll return the Technicolor and save the $7 per month. Anyone know of a good, high speed, PPTP compatible, replacement I can go & buy?

 

Cheers,

Ian

New Visitor
I_anderson
Posts: 2
Registered: ‎10-03-2013

Re: VPN Connection Issue - TC8305C

[ Edited ]

I_anderson wrote:

 

IMO, this BS is nothing to do with "your" VPN - PPTP is simply broken when trying to go thru this thing.

 

Can anyone else confirm the same behavior? [ie, L2TP is OK but no joy when using PPTP]

 

Seems to me this should be a fairly simple firmware change in the thing (?)

 

Cheers,

Ian

New Visitor
sharondenese
Posts: 2
Registered: ‎10-12-2013

Re: VPN Connection Issue - TC8305C

I installed Comcast Triple Play this month.  Technicolor 8305C is the only modem they will support for the VOIP portion.  I spent hours of the transfer runaround (never getting a tech, salesperson to salesperson only), polite as could have been until finally after descibing the problem to each new contact and requesting permision to have a tech forward the ports, the last agent said "Sir, if you know what's wrong, then why don't you fix it?"

 

Our conversation went downhill after that.  I pointed out that I have 30 days to change my mind with a full refund.  Without a word she transfered me to the automated disconnect service.

 

I called the installation contractor.  He tol me: "You will receive no help for VPN if you have residential service and subscription support services.  They want you to upgrade to business service berfore they will address it."  He suggested that I cancel the voice, he would come collect the technicolor modem, I go but a Docsis 3.0 modem at Best Buy, and sign up for Vonage. 

 

Pretty sad when the their staff simply could not care less about the customer's satisfaction.  I live in Sout Florida and COmcast is the only source of broadband.  I was with ATT for 20 years, but they can't get anything but bottom tier ADSL into our fiber optic infrastructure. 

 

In the end I have to drop voice, with 4 cell phones in the house, I'll see what life without a landline is like.  I couldn't be happier with the 50 mb down and 9mb up I'm getting, but my boss was tired of me working from Startbucks because I can't VPN to the office from home. 

New Visitor
sharondenese
Posts: 2
Registered: ‎10-12-2013

Re: VPN Connection Issue - TC8305C

Just came across this.  It is a response to another customer's request for VPN support.  It certainly wasn't brought out when the saleswoman was convincing me I needed Triple Play:

 

Thank you for your message.

The Comcast @Home product is, and has always been, designated as a residential service and does not allow the use of commercial applications. A VPN or Virtual Private Network is primarily used to connect Internet users to her or his work LAN from an Internet access point.

 

High traffic telecommuting while utilizing a VPN can adversely affect the condition of the network while disrupting the connection of our regular residential subscribers.

 

To accommodate the needs of our customers who do choose to operate VPN, Comcast offers the Comcast @Home Professional product. @Home Pro is designed to meet the needs of the ever growing population of small office/home office customers and telecommuters that need to take advantage of protocols such as VPN. This product will cost $95 per month, and afford you with standards which differ from the standard residential product.

 

If you're interested in upgrading your current Comcast @Home service to Comcast @Home Pro, please e-mail your name, address, and phone number to: sales@comcastpc.com. Prior to Sept 15th, you will be contacted by one of our Comcast @Home Pro representatives to discuss upgrading from your current Comcast @Home residential service.

 

While VPN is not a prohibited use of the @Home Pro product, Comcast does not provide support for VPN technology. All inquiries regarding VPN should be directed toward your company's network administrator.

 

Currently, the Comcast @Work commercial services do provide VPN support. If your company pays for your internet service, or if you would like to use supported VPN or IP tunneling, please contact our commercial services at 888-638-4338 or visit www.comcastwork.com.

 

If there is anything else we can help you with, please contact us. Thank you for choosing       Comcast@Home.

Steve

Comcast@Home Email Response Specialist

New Visitor
klabetron
Posts: 2
Registered: ‎10-20-2013

Re: VPN Connection Issue - TC8305C

I've had a similar problem that I've now resolved and thought I'd post here for everyone's reference.

 

I followed kevj's recommended solution of using my own router and having Comcast put the TC8305C in full bridge mode. (This was also recommended in a couple other threads.) Theoretically this worked, but I ran in to some issues with full bridge mode that I'm posting here for others' reference (and I put it in a couple other threads).

 

I called Comcast today and was pleasantly surprised that the first CS agent I spoke with was able to switch the modem to bridge mode without any trouble.

 

Long story short, when in bridge mode, the modem locks in to the first MAC address that asks it for a connection. For whatever reason, my new Netgear R7000 and the TC8305C did not get along while negotiating that IP address acquisition and thus was not able to retrieve an IP and get a connection to the interwebs. What I ended up doing was connecting the modem directly to my computer and then asking Comcast to send what they referred to as a "soft reset" to the modem—effectively giving it permission to hand out an IP to the next MAC address that asks for it. Once my computer negotiated the IP address (went from self-assigned, to 192.168.100.10, and then finally to a WAN IP), I confirmed I could reach the interwebs (success!). I then disconnected the modem from my computer and plugged it in to the WAN port of my Netgear. I connected to the Netgear (over WiFi) and in the "Internet Setup" advanced settings page, I changed the "Router MAC Address" from "User Default Address" to "Use This MAC Address" wherein I pasted the MAC address of my computer's ethernet port (the same one used to negotiate an IP address). I saved that setting, released/renewed the Netgear's IP address and great success!

 

A couple notes:

* It's entirely possible there is something messy between the Netgear and TC8305C's IP negotiation. If you're using a different router, you may not need to spoof the MAC address.

* I had to connect to Comcast Premium support to finally get someone competent enough to help me resolve this issue (he and I came up with the MAC address spoof solution independently while working through another round of resets). It's entirely possible that typical CS will be able to send a soft reset signal if you hold their hand. (Maybe just ask them to turn off Bridge mode and then turn it back on?)

* I needed to go through all of this because the TC8305C interferes with PPTP VPN traffic (as noted here: http://forums.comcast.com/t5/Home-Networking-Router-WiFi/VPN-Connection-Issue-TC8305C/td-p/1651981 and http://forums.comcast.com/t5/Home-Networking-Router-WiFi/Can-t-connect-to-VPN-using-Triple-Play-Gate... among others).

* It took at least four phone calls today to get connected to Premium support—I got disconnected three separate times and (in spite of promises to the contrary) the technicians did not call me back. The fourth time they gave me the direct number for premium support so that when I inevitably got disconnected for the fourth time, I could just call them directly. Here's the number (Comcast, feel free to censor this post and remove the number. But, please don't edit the rest of my post): 877-443-3606 (dial 1)

 

It's a sad state of affairs when I consider today's experience as par-for-the course with beloved Comcast: I had to purchase my own hardware, spend $ on a premium support call, and spend the afternoon calling and re-calling support.

 

(I'm cross posting this in a few other threads about VPN)

 

 

Good luck.

 

New Visitor
Kristin_Kimball
Posts: 1
Registered: ‎11-01-2013

Re: VPN Connection Issue - TC8305C

I am pretty sure I am having the same problem.

 

Recently, my comcast modem has been scetchy, then died altogether.  I wanted to get a new modem, but comcast made me get a modem/router combo (TC8305C)  It was fine for maybe a day.  then it has been going crazy, first its giving me 30 mbps upload (paying for 25 mbps), then 20 minutes later i have gotten .4 mbps upload.  It has gotten to a point where it is inposible to use because it just stops working.  My bedroom is right next to the router, so i do not think it is a connection problem.  I still have the router that i was using before, and was hoping to use that, but use the existing router/modem as just a modem.

 

any ideas?

New Visitor
brucerich4
Posts: 2
Registered: ‎11-05-2013

Re: VPN Connection Issue - TC8305C

Hi All,

I recently upgraded a friends Comcast modem since the unit was an older 2.0 modem and looking to get the higher speed support with the 3.0 models.  Previously, they only had a voice and data modem without wireless and since they "rent" the unit for $7 month anyway, why not get one with wireless built in as well.  Problem, they also use VPN for connecting to their office w PPTP and the new unit they received was the TC8305C.  VPN worked fine before and now does not getting the same username and password issues as reported earlier.  Also called Comcast and no help.  Did a websearch and found multiple same issues on comcast forums.  2nd Rep no help either and gave me the line about no vpn support and ......  Couldn't hardly understand him and would not even send me to 2nd level support as I also asked about getting it put into Bridge mode.   

What I did find was that my Arris TG862G does work fine for this.  Now just have to a) wait in line another 30 minutes or so again to switch out the unit and b) hope that they have one of these units in stock in the back.  If they do not, then I will be switching out back to a base voice and data modem only which seem to not have any issues with VPN support.   Oh yes, they can also get business service at $100+ and then get support. 

 

Oh yes, also got the nice suprise that the new units do NOT have any backup battery in them for voice backup if power goes out (they have an extra older phone for the just in case).  I was given the wonderful option to order one from Comcast for around $40 with shipping.  Hey, I can go get a regular UPS for that which will give much better battery life.  Depending on unit though, I did find some on Amazon or ebay for $20, but then they may not be orig manufactures.

 

Come on Comcast, you can do much better than this and with service like this, there is only 1 other option, vote with my feet and look elsewhere.  This includes my account, plus the other accounts that I help friends with. 

If the unit has a known issue, then make a note of it, and give the customers options.  Instead, force the customer to wait on the phone, give bad advice, and make them frustrated and angry.  Can you guess what I am going to do when the contract is over?

 

 

 

Networking Expert
kevj
Posts: 4,813
Registered: ‎10-03-2003

Re: VPN Connection Issue - TC8305C


sharondenese wrote:

Just came across this.  It is a response to another customer's request for VPN support.  It certainly wasn't brought out when the saleswoman was convincing me I needed Triple Play:

 

Thank you for your message.

The Comcast @Home product is, and has always been, designated as a residential service and does not allow the use of commercial applications. A VPN or Virtual Private Network is primarily used to connect Internet users to her or his work LAN from an Internet access point.

 

High traffic telecommuting while utilizing a VPN can adversely affect the condition of the network while disrupting the connection of our regular residential subscribers.

 

To accommodate the needs of our customers who do choose to operate VPN, Comcast offers the Comcast @Home Professional product. @Home Pro is designed to meet the needs of the ever growing population of small office/home office customers and telecommuters that need to take advantage of protocols such as VPN. This product will cost $95 per month, and afford you with standards which differ from the standard residential product.

 

If you're interested in upgrading your current Comcast @Home service to Comcast @Home Pro, please e-mail your name, address, and phone number to: sales@comcastpc.com. Prior to Sept 15th, you will be contacted by one of our Comcast @Home Pro representatives to discuss upgrading from your current Comcast @Home residential service.

 

While VPN is not a prohibited use of the @Home Pro product, Comcast does not provide support for VPN technology. All inquiries regarding VPN should be directed toward your company's network administrator.

 

Currently, the Comcast @Work commercial services do provide VPN support. If your company pays for your internet service, or if you would like to use supported VPN or IP tunneling, please contact our commercial services at 888-638-4338 or visit www.comcastwork.com.

 

If there is anything else we can help you with, please contact us. Thank you for choosing       Comcast@Home.

Steve

Comcast@Home Email Response Specialist


I do not think this company (comcastpc.com or comcastwork.com) is representing any Comcast products in any way. 

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

I don't work for Comcast...


Help us to help you!!
- respond to requests for info
- post back if your issue is resolved
- mark appropriate posts as solutions


Send feedback to Comcast using the 'feedback' link on this page:
http://www.comcast.com/Corporate/Customers/CustomerGuarantee.html?SCRedirect=true

New Visitor
beweathersby
Posts: 1
Registered: ‎11-06-2013

Re: VPN Connection Issue - TC8305C

Interesting that my work VPN worked for a couple of hours after having Xfinity installed but it stopped. I tried my employer’s help desk as well as Comcast’s support. When I was told I needed to pay $50.00 for third tier support to get this problem resolved I figured I might as well purchase my own router. I have read several places that the Technicolor TC8305C is the issue and do not have time to try to troubleshoot it. I purchased the Motorola SURFboard eXtreme (SB6141) and my problem was resolved. Note that I had to change from ipsec/UDP to ipsec/TCP as well and just in case you are wondering that setting change was tried while the Technicolor was installed.

New Visitor
tellwin
Posts: 2
Registered: ‎11-13-2013

Re: VPN Connection Issue - TC8305C

It seems that there are some very technically savvy people on this thread and still no resolve to this VPN issue.  The fact is that we were sold a bill of goods by upgrading to this new router and spend all of this time and money dealing with what should be a very simple fix.  It seems that Comcast would like all of us be "business" customers and not just residential customers.  I spent an entire week last week unhooking the bridge, rehooking, resetting the wireless, etc.  Plus dealing with offshore support people that I can't understand what they are saying, who are like robots that do nothing for us.  Even Tier II support wants to charge us to get back to square one and still no VPN.  At the end of the day, I am still sitting here unable to connect to VPN, until I decided to do something else or go buy a Gig Router.  I talked to a Comcast guy who has this modem connected to a Netgear R6300 and says it works well.  He said the the built in router to this Modem fights with itself really isn't a good idea.

Contributor
r0gue007
Posts: 16
Registered: ‎07-31-2013

Re: VPN Connection Issue - TC8305C

This is an epic Comcast failure on three fronts:

 

1) The technicolor gateways need a firmware update to stop them from blocking the PPTP authentication ports. This is an incredibly simple firmware change and should have been done quite some time ago once Comcast began getting these consistent reports.

 

2) Comcast tech support needs official clarification and talking points from Comcast engineering. This process of wasting hours upon hours of support and customer time for a clearly defined and know issue is completely unacceptable.

 

3) Comcast needs to stop the rhetoric that we are business class customers. We are simply standard employees trying to work from home and that SHOULD NOT categorize us as business customers. As a side note, even if we were to somehow pay for business class service/support, Comcast would still need get their vendor to update the firmware on the Technicolor gateways to fix this PPTP port blocking bug.

 

For the record Comcast resolved this for me by:

 

A) Shipping me a replacement gateway - Make & Model: Arris Interactive, L.L.C. tg862g

:smileycool: Giving me free NFL RedZone / sports package for 6 months, HBO & Show for 3mo, to makeup for my time. 

New Visitor
tellwin
Posts: 2
Registered: ‎11-13-2013

Re: VPN Connection Issue - TC8305C

I have now had Comcast Signature service enable the bridge to this piece of junk so that I can connect to my own personal router that I have been using for 3 years.  I can't connect to my router now, and Comcast will not provide me with support.  We have no wireless connectivity in the house, just my ethernet connection at my desk.  I couldn't connect VPN with their all-in-one technicolor router, so I am absolutely screwed whatever I do.

Networking Expert
kevj
Posts: 4,813
Registered: ‎10-03-2003

Re: VPN Connection Issue - TC8305C


tellwin wrote:

I have now had Comcast Signature service enable the bridge to this piece of junk so that I can connect to my own personal router that I have been using for 3 years.  I can't connect to my router now, and Comcast will not provide me with support.  We have no wireless connectivity in the house, just my ethernet connection at my desk.  I couldn't connect VPN with their all-in-one technicolor router, so I am absolutely screwed whatever I do.


Was the VPN working with your personal router before you got the gateway? Do you have non-VPN internet connectivity through your router? What is the IP address assigned to the WAN interface of your router (you don'tneed to post it all, just the first two sets of digits).

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New Visitor
JMacbella
Posts: 1
Registered: ‎11-22-2013

Re: VPN Connection Issue - TC8305C

We recently switched to Comcast and experienced the same issue - internet and WiFI worked fine but the connection to the VPN was no-go. I had an installer come out who claimed he'd never heard of the problem and assured me the TC8305C was their top-of-the-range modem and router. Eventually, after I showed him the comments on this forum, he agreed to give me a battered old modem-only product he had in the back of his van and I purchased my own router. Bingo! VPN now works. I'm peeved that I'm still being billed $7 a month for the battered old modem but if it saves multiple hours of being passed around through Comcast's customer service department, I guess it's worth it.

New Visitor
zqcf01
Posts: 2
Registered: ‎11-23-2013

Re: VPN Connection Issue - TC8305C

Thank you sooo much for your posting.  It worked!!! 

 

I called comcast and told them to send me an ARRIS TG862G per your instructions. 

 

I fumble around a little, because I didn't read the ARRIS instructions.  I thought I would be able to plug and play.  This was not the case.  I was required to activate the new gateway with my computer connected to the gateway via an ethernet cable, including logging in to the "comcast activiation" website per the gateway instructions.  It worked...I am know connect to my employeers VPN.   I will send them back their garbage, Technicolor TC8305C.

 

Thanks again!!!

EC

 

New Visitor
zqcf01
Posts: 2
Registered: ‎11-23-2013

Re: VPN Connection Issue - TC8305C

 Posts: 9, Registered: ‎07-31-2013.
 
This is indeed the solution.  I am now connected to my employeers VPN.
 
EC
 
New Visitor
theozzfactor
Posts: 2
Registered: ‎11-25-2013

Re: VPN Connection Issue - TC8305C

Did anyone ever resolve this issue without replacing the modem to a different model or without having to setup an additional router? This is frustrating that Comcast doesn't care to fix this. I just got off with customer support and I had a tough time explaning that it was not VPN provider issue but the issue with the modem. Finally, I made her agree to replace the modem with a different one. Will have to explain to the customer rep next in the comcast office where I will be taking this modem to as to why I need a different model.

Only thing am concerned is what if the modem I will be getting isn't as fast as this router. Dang!!

:smileyplain:

New Visitor
theozzfactor
Posts: 2
Registered: ‎11-25-2013

Re: VPN Connection Issue - TC8305C

To follow up, I went to the local office and tried to exchange the modem. Guess what they said? They (my area) only carry TC8305C now. They can't do anything about it. I told them then the only option for me is to change the provider which didn't seem to faze them a bit.

Contributor
r0gue007
Posts: 16
Registered: ‎07-31-2013

Re: VPN Connection Issue - TC8305C

That is a really depressing answer.

 

A quick search of ebay pulled up alot of TG862G gateways ranging up to $150. It may be that's your only option. Comcast has a huge installed base of these devices so I expect they will be supporting them for some time.

:smileysad:

 

In my case Comcast was the only provider in my area who was going to get me 50Mbps+ (simultaneous Netflix HD streams, MMO gaming and persistent work VPN) to cover my family's demanding bandwidth needs.

 

I have a few employees where our application environment wouldn't gracefully support VPN, in those cases I've used TeamViewer or LogMeIn to remote them back to their office PC. Not quite as snappy as a local app deployment, and possibly some firewall issues depending on how locked down your work WAN connections are, but definitely worth a try.

Visitor
Posts: 1
Registered: ‎07-15-2007

Re: VPN Connection Issue - TC8305C

When I had the Technicolor TC8305C installed I also could not connect to my VPN. After two hours on the phone with COMCAST (dropped twice when transferred) I agreed to pay $49.95 for premium support. The guy told me that the TC8305C did not support VPN and I need to install an external router. He did refund my $49.95 because he couldn’t solve my problem. I purchased the NETGEAR 2000v4 and installed it. Still no VPN. I finally found this string on the forum and saw that I was not the only one having this issue .Having the Wi-Fi part of the TC8305C seemed to have too many issues. I called COMCAST to take the TC8305C back and install just a modem without WI-FI. They came the next day and installed an ARRIS TM702G. BINGO ,my VPN was back and had Wi-Fi with the NETGEAR WNR200v4.  Problem solved!

Regular Contributor
Posts: 65
Registered: ‎10-28-2007

Re: VPN Connection Issue - TC8305C

[ Edited ]

If anyone cares, I just spent about half an hour on the phone getting my new TC8305C switched to bridge mode, and my router is getting a WAN IP and everything works (including VPN) without having to do anything with the MAC address. Easy.

 

The only issue is that Wi-Fi is still enabled even after the Comcast rep said she turned it off. I used my phone to confirm that it's running but I can't connect to it, which isn't surprising since there's no DHCP server.

New Visitor
jameshull
Posts: 1
Registered: ‎12-20-2013

Re: VPN Connection Issue - TC8305C

I had problem connecting to one VPN using Cisco VPN software, while I had no problem connecting to another VPN using Check Point. Once I uncheck "Block Peer-to-peer applications" using Custom Security under the firewall, the problem went away. This is better than disabling the firewall entirely.

New Visitor
iBrick
Posts: 1
Registered: ‎12-22-2013

Re: VPN Connection Issue - TC8305C

"High traffic telecommuting while utilizing a VPN can adversely affect the condition of the network while disrupting the connection of our regular residential subscribers."

 

Biggest bunch of hogwash they could lay on you.  Because your neighbor streaming Youtube all day long or HD movies FAR exceeds any normal work telecommuting VPN.  

 

This is an outright lie.

Contributor
Posts: 11
Registered: ‎02-01-2009

Re: VPN Connection Issue - TC8305C

Ever since getting the TC8305C, I believe I started having some issues with my uplink when using an ATT Microcell/Verizon Network Extender.   Ive been told this is in a way, VOIP/VPN. 

 

Do  you know if the tg862g supports Blast internet (50 mbps)?  Perhaps I should try to get them to send me one since trying to troubleshoot this with Comcast is impossible

Visitor
Posts: 1
Registered: ‎11-24-2009

Re: VPN Connection Issue - TC8305C

I am also having the same problem .  After two visits from Comcast, they have advised me to purchase a router.  I did that today and it still doesn't work. 

Connection Expert
EG
Posts: 42,183
Registered: ‎12-24-2003

Re: VPN Connection Issue - TC8305C


whittelsem wrote:

I am also having the same problem .  After two visits from Comcast, they have advised me to purchase a router.  I did that today and it still doesn't work. 


You need to have them put the device in to FULL bridge mode when using a stand-alone router with it.

New Visitor
schunacher
Posts: 2
Registered: ‎01-03-2014

Re: VPN Connection Issue - TC8305C

Cisco VPN

Technicolor would not connect

Arris works great and has the exact form and function+ of the Technicolor

New Visitor
Posts: 1
Registered: ‎03-18-2009

Re: VPN Connection Issue - TC8305C

I am not a tech person but read all of the postings after having the same VPN connection issue and I simply replaced the Technicolor device with an Arris device and all is well. I am very grateful to those who took the time to share as I spent a few minutes with this matter that easily would have taken me many hours to work through.

New Visitor
SPS_Boston
Posts: 5
Registered: ‎01-21-2014

Re: VPN Connection Issue - TC8305C

Finally success with VPN!!!!!!!! This thread was a great help indeed. I got my TC8305C a week ago and got fantastic speed out of it! But as the days passed by I started to notice that some things were not working quite as I expected: Things that did not work:

 

1) No pings would work  (ping yahoo.com)

2) Could not connect to online poker apps (zinga, VIP) when my iphone was connected to this router.

3) Deer Hunter iPhone/iPad app Could not connect to internet (for new updates)

4) Finally, today I came home early from office and tried to VPN. Nada!!

 

I went through this thread, and even though many have tried and failed, I thought I shall anyway give it a try fidding with my gateway settings.

 

What worked for me (I mean all the 4 above is solved now)

 

a) Move to "low security firewall" under gateway-firewall settings.

b) Move away from 10.0.0....to 192.168.0....This range is exclusively for setting up small home networks and 192 range has worked for me flawlessly for decades now.

 

Once you hit on the save button, the router will soft-reboot and you should make sure that all your wi-fi devices now have 192.168.0...range of IP addresses.

 

Interestingly at the beginning of this post, I see that the person having this issue also has Firmware Ver. 1.5 I have the same version as well. I think Technicolor just did the patch to its firmware for the newer units without changing the minor version of the software.

 

Before you give up or start calling comcast "premium tier I/II" paid support it might be worthwhile to call comcast and ask them to send you new'er' TC8305C. To those who are interested my serial number on the gateway starts with: 134231XXXXX

 

Hope this helps someone out there.

Contributor
binks108
Posts: 6
Registered: ‎01-15-2014

Re: VPN Connection Issue - TC8305C

What is the software version running on yours?  ("software" option under Gateway)

 

Mine says this (PPTP VPN does not work):

 

 

System Software Version
eMTA &DOCSIS Software Version: 01.E6.00.30
Packet Cable: 2.0
New Visitor
SPS_Boston
Posts: 5
Registered: ‎01-21-2014

Re: VPN Connection Issue - TC8305C

eMTA &DOCSIS Software Version: 01.E6.00.30
Packet Cable: 2.0
 
Hope this helps
 
New Visitor
SPS_Boston
Posts: 5
Registered: ‎01-21-2014

Re: VPN Connection Issue - TC8305C

Also, I run standard CISCO VPN client Ver. 5.0.07.0440

 

Transport is IPSec/UDP (though I do not know much about the transport layer security).

New Visitor
SPS_Boston
Posts: 5
Registered: ‎01-21-2014

Re: VPN Connection Issue - TC8305C

ALso, try dropping your fireall completly, move to 192...range and give it a try.

 

Typically corporate laptops would be equipped with their own enterprise firewalls. You should be OK there. Once VPN work is done, you can always turn the firewall on the router back on.

Contributor
binks108
Posts: 6
Registered: ‎01-15-2014

Re: VPN Connection Issue - TC8305C

IPsec works fine as does L2TP (from what others have said-- I have not verified that.)

 

It's just PPTP.  PPTP sends back GRE packets (protocol 47) which aren't being forwarded through the NAT gateway properly.  It's either blocked or a bug in the firmware on the device.  I have access to the VPN server as well as the firewall on the other end and I can see it clearly.  Getting Comcast to fix or even acknowledge the problem might be an exercise in futility, though.  Even mentioning "port forwarding" as part of the solution demonstrates complete ignorance of the problem.  (To be fair, I don't expect Level 1 support to understand it, though.)  The problem is not that the packets are blocked; it's that they aren't being NAT'ed back to the private IP correctly.

 

I'm going to eventually have to bite the bullet, get someone to bridge this thing and buy my own wireless router/access point.  Too bad, because other than this bug the device works pretty well.