VPN issues

I got the grey cylinder router 3 days ago, was also stumped by the VPN issue when trying to access company network. After resetting the router for 45 sec per the reddit link Soules75 posted, the router then allowed VPN access to company network correctly. So resetting it did work for me.

If they plan to roll this out for business and personal use they need to fix this or it's going to be a massive fail. I've tried factory resetting the router 10+ times and still can't get the update to push. For now I'm  still using my phone hotspot but the whole point of subscribing to T Mobile Home Internet was because it won't play nice on Teams calls/meetings.

Just adding to this - I want to use this service so badly!  Currently on my 4th day and still have Comcast while I was testing and found this issue.  Unfortunately, it's a deal breaker and Ill have to go back to Comcast if this doesn't work, my wife is a nurse and needs to be able to VPN to work, as do I for my job.

Any updates on this T-Mobile?

I too use GlobalProtect which worked fine for 1 day then quit. I resolved the issue by setting the MTU on the PANPG adapter to 1340. However, I am going to try your fix to see if that resolves the issue with the default packet size. I  am getting so much intermittent latency with this service that it is just not working for working from home. But it is great when it works. 

I had this issue and resolved it with my job's IT team.  You have to change everything to just IPv4.  I am a complete layperson, but here are the steps to resolve for me, using Windows 10 and a CISCO VPN:

Remove IPv6 from your Wifi:

1. Go to Control Panel
2. Click “Network and Sharing”
3. Click the hyperlink after “Connections” for the section named after your WIFI Hub
4. Click the “Properties” button in the bottom left of the pop-up box
5. De-select “Internet Protocol Version 6 (TCP/IPv6)”

Remove IPv6 from your VPN:

1. Click Start
2. Click Settings (looks like a gear)
3. Click Network and Internet
4. Select “Change Adapter Options”
5. Right click on your VPN
6. Select Properties
7. De-select “Internet Protocol Version 6 (TCP/IPv6)”

I know that the Wifi and VPN Propiedades screen can be accessed either way, but I wanted to show that there are two ways of accessing them.  

Hope this helps someone out there!

fatherloves wrote:

I got my tmobile home internet yesterday and it is already on firmware version 1.2003.03.0168. My VPN is Global Protect. I can login and connect to VPN, but not able to access my company’s websites, servers, databases, etc. 

After calling technical support, he was able to resolve my issue. He had to reset my internet connection and made couple changes, maybe config changes. After his changes, I was able to get much better speed (60 to 70 mb vs. 30 to 40 mb before). Most importantly, I was able to connect to my company's websites, servers, and databases. 

He explained that VPN makes the internet connection so slow that it just bogs down the internet connection where you just can't connect to anything. By increasing the internet connection speed, VPN can work much better.

Now my problem is resolved and I get to keep Tmobile home internet which is much better than AT&T. 

My failed until I did a factory reset. It now works with Global Protect.

msyed wrote:

Soules75 wrote:

msyed wrote:

Soules75 wrote:

msyed wrote:

Looks like nobody here has been able to resolve this issue. Has anyone's IT department been able to get this thing working?

I have the same issue with following configuration:

• Gateway Nok 5g21 Grey
• VPN Client: GlobalProtect by Palo Alto

My VPN is able to connect but connection to any work related resources (websites, servers, etc) fail. While on VPN, things that do work though: I do get a decent speed using googles speed test, non-work websites, Microsoft teams.

Same VPN works perfect on cellular hotspot using T-mobile’s network.

If this doesn’t get resolved, I might cancel t-mobile home internet.

 

 

I'm about to make your day. You ready? There's a solution! Check out this reddit post: https://www.reddit.com/r/tmobileisp/comments/lw75ul/0168_firmware_update_has_fixed_my_cisco/

This solution worked for me with GlobalProtect and has been working perfectly since. You're welcome! :)

I already have the gateway firmware version 1.2003.03.0168. So for the latest firmware, GlobalProtect isn't working.  I will try to reset it and see if that helps. Thanks for the link.

 

Also, like everyone shared I got the same email from T-mobile support suggesting reconfiguring VPN client (ipv4 and ipv6 double stacked configuration).

 

I don't suppose you have another router hooked up to it in AP/bridge mode? That's my setup and I noticed today that when I disabled the SSIDs in the T-mobile gray cylinder, it breaks the VPN again. Once I re-enabled them, VPN worked again. Outside of that, I'm sorry but I guess I can't help. Sorry to have gotten your hopes up for a moment. :(

Just letting everyone know that GlobalProtect VPN finally works for me. Thanks everyone for their input, I am not sure what exactly helped but here's what I tried:

1. Called tech support - they might have done something at the backend but told me to get in touch with my IT department (sent me an email which other ppl got too). At this point it was not working.
2. I checked the gateway firmware version - it was already the latest version 1.2003.03.0168. So I did not try to reset as the reddit solution suggested (I should have!)
3. Then I tried the workaround suggested by fatherloves which is to connect my work laptop using phones hotspot, connecting to vpn and then switching the wifi to tmobile home internet. This worked but was a workaround.
4. I did a hard reset (factory reset) for gateway by pressing the reset button for 45 seconds and then letting the gateway start up. Since then my work laptop seamlessly connects to the VPN without any issues.

Hope that works for someone else too.

1.  

So I'm going to second the factory reset AFTER you see the 169 firmware. I did my reset from within the web UI, but after getting to 168 and doing a factory reset my GPVPN appears to be working. 
 

I had spent hours with my IT and Palo Alto on the phone at the same time. There is nothing for my IT or PAN to do. Whatever is going on is 100% on T-Mobile. There message they send to people is crap and lazy. 
 

So for now the factory reset was what did it for me. See how long it lasts. 

Soules75 wrote:

msyed wrote:

Soules75 wrote:

msyed wrote:

Looks like nobody here has been able to resolve this issue. Has anyone's IT department been able to get this thing working?

I have the same issue with following configuration:

• Gateway Nok 5g21 Grey
• VPN Client: GlobalProtect by Palo Alto

My VPN is able to connect but connection to any work related resources (websites, servers, etc) fail. While on VPN, things that do work though: I do get a decent speed using googles speed test, non-work websites, Microsoft teams.

Same VPN works perfect on cellular hotspot using T-mobile’s network.

If this doesn’t get resolved, I might cancel t-mobile home internet.

 

 

I'm about to make your day. You ready? There's a solution! Check out this reddit post: https://www.reddit.com/r/tmobileisp/comments/lw75ul/0168_firmware_update_has_fixed_my_cisco/

This solution worked for me with GlobalProtect and has been working perfectly since. You're welcome! :)

I already have the gateway firmware version 1.2003.03.0168. So for the latest firmware, GlobalProtect isn't working.  I will try to reset it and see if that helps. Thanks for the link.

 

Also, like everyone shared I got the same email from T-mobile support suggesting reconfiguring VPN client (ipv4 and ipv6 double stacked configuration).

 

I don't suppose you have another router hooked up to it in AP/bridge mode? That's my setup and I noticed today that when I disabled the SSIDs in the T-mobile gray cylinder, it breaks the VPN again. Once I re-enabled them, VPN worked again. Outside of that, I'm sorry but I guess I can't help. Sorry to have gotten your hopes up for a moment. :(

Just letting everyone know that GlobalProtect VPN finally works for me. Thanks everyone for their input, I am not sure what exactly helped but here's what I tried:

1. Called tech support - they might have done something at the backend but told me to get in touch with my IT department (sent me an email which other ppl got too). At this point it was not working.
2. I checked the gateway firmware version - it was already the latest version 1.2003.03.0168. So I did not try to reset as the reddit solution suggested (I should have!)
3. Then I tried the workaround suggested by fatherloves which is to connect my work laptop using phones hotspot, connecting to vpn and then switching the wifi to tmobile home internet. This worked but was a workaround.
4. I did a hard reset (factory reset) for gateway by pressing the reset button for 45 seconds and then letting the gateway start up. Since then my work laptop seamlessly connects to the VPN without any issues.

Hope that works for someone else too.

fatherloves wrote:

I got my tmobile home internet yesterday and it is already on firmware version 1.2003.03.0168. My VPN is Global Protect. I can login and connect to VPN, but not able to access my company’s websites, servers, databases, etc. 

After calling technical support, he was able to resolve my issue. He had to reset my internet connection and made couple changes, maybe config changes. After his changes, I was able to get much better speed (60 to 70 mb vs. 30 to 40 mb before). Most importantly, I was able to connect to my company's websites, servers, and databases. 

He explained that VPN makes the internet connection so slow that it just bogs down the internet connection where you just can't connect to anything. By increasing the internet connection speed, VPN can work much better.

Now my problem is resolved and I get to keep Tmobile home internet which is much better than AT&T. 

Any idea what they did? I am on .0168 since I got the device and I cannot browse to any corp sites once Global Protect is connected. Any guidance would be super helpful.

I am also having issues with some of the servers and websites on my corporate VPN.   I just got my Tmobile internet modem (the grey cylinder looking one) yesterday and have tested with many website and server locations and it works great and fast on everything except a some VPN issues.   I am using a Cisco Anyconnect VPN to corporate.  

I called T-mobile technical support and they said there are known issues because they don't use a static IP, instead uses dynamic.   The T-mobile hotspot works great and everything in the VPN works on that.   If T-mobile can make the home-internet work as well as the hotspot, then I will be signing up for it again.  As of now, I am returning my home-internet and will try back in a few months when they fix the issues.