TMOBILE? VPN? Work from home issues

My experience with TMHI has be FANTASTIC for over six months….up until early Jan. All of the sudden I can't stay connected to my work VPN (Cisco AnyConnect & Secure Endpoint). Took the Arcadyan modem into the office and had the IT guys connect to it and try and access our VPN and no dice -- same issue.  I've heard TM issued a firmware update that caused the problems but not sure. Can't believe I'm going to have to dump a cheap, fast, reliable internet service because TM doesn't play nice with a VPN. If anyone has a work around, I'm all ears.  

This is how I got a non-Sagemcom gateway.  I called the T-Mobile Home Internet tech support line and asked to speak to someone who could authorize the replacement of my gateway with a non-Sagemcom model.  They said the only way they had the power to do that was to cancel my line and open a new one.  In the order for the new line they could specify the white G4SE gateway.  So, that's what they did.  Two days later the new G4SE arrived and I have had no problems with VPN.  I now have to return my Sagemcom.

If you have the Sagemcom router (black tower) you are out of luck.  They pushed a firmware update to them late last week and no one can use VPN now.  If you have any other device you should be fine.  I have had to fall back to using my phone hot spot.  Hopefully a fix happens soon.

Consider yourself lucky. T-Miserable wouldn't even entertain an exchange with me. 

DerekSB wrote:

Consider yourself lucky. T-Miserable wouldn't even entertain an exchange with me. 

keep calling the Tech service. Tell them that other online customer was able to fix the VPN issue by exchanging the modem. VPN worked for me once we switched the Sagemcom.

I talked to Support and they would not send me a new modem.  Said if they did a warranty that I would get the same Sagemcom.  They said I could try and take it to a store and see if they would swap it for me.  Going to try and reset the modem.  

What a disappointment… 11 months not a single issue with TMHI and my VELO Cloud VPN. Now without notice TMOBILE yanks the carpet out from underneath anyone who works from home with a VPN and will

most certainly lose their business. It's an absolute deal breaker. Your customers livelihood depended on you TMOBILE, and there is no sense of urgency to remediate. 
 

VERIZON home internet works with corporate VPN's. Watch the migration…

Sagemcom FAST 5688W

Until a couple weeks ago working perfectly.  My wife and I work from home and are now unable to connect to our corporate VPNs.  Needless to say if this issue is not fixed very soon we will be canceling our T-Mobile home internet.

noVPNnoTM wrote:

Sagemcom FAST 5688W

Until a couple weeks ago working perfectly.  My wife and I work from home and are now unable to connect to our corporate VPNs.  Needless to say if this issue is not fixed very soon we will be canceling our T-Mobile home internet.

I did a factory reset on the Sagemcom.  It did not help.

Called tech support today.  They mentioned there was an open ticket on the VPN issue.  At least there is that.  Support said all they could do is request that I be sent a replacement gateway -- they have no control over what model I would be sent.  They said they have no way to check the inventory of the stores.

After the support call I called some stores.  They only had  the Sagemcom in stock.  One of the store employees mentioned that I could only get the Arcadyan model through "corporate" -- not the stores.

I implore everyone with the VPN problem to call support and let them know.  The more people that call, the more chance we have of getting a quick fix.

I had the same issues w/GlobalProtect and Sagemcom modem. I setup a TPLink router and adjusted the MTU value to 1300, it still did not work. I could connect to GlobalProtect, but could not access any sites (internal or external).

I called T-Mobile support they knew about the issue and the tech suggested I go to the T-Mobile store and swap out the device. The guy at the store knew the issue as well and gave me an Arcadyan modem as a swap. 

I setup the modem and used the internal wifi on the modem for my initial testing and I had the same problem, I could connect to VPN but once connected could not get any sites to load. Then I connected the TPLink router with the MTU value still set to 1300 and that actually resolved the issue. I was able to connect to GlobalProtect and access internal sites successfully. If I bypass the TPLink router and use the T-Mobile wifi I have the same issue again.

TLDR; had to swap Sagemcom for Arcadyan and still needed a router setup with MTU value of 1300 to get things to work as they should. Hope that helps someone else with same issue.