having an issue with connecting to our work vpn.

[erenaud22]

first we are on the bell wireles internet.. up until march 8 we had no issues connecting to our work thru vpn.

after that date it just stopped working... after repeated calls to customer support they are stating it is the vpn

blocking the connection... but nothing has changed on our vpn side.  does anyone have any ideas

[ZaneP · Accepted solution]

Hi @erenaud22 

Is your VPN a traditional client-server setup? In other words the VPN server is at your work, and you run the VPN client on your computer. This setup provides a secure tunnel between the work server and people working remotely.

If nothing has changed re your Bell service and the VPN connection has suddenly stopped working, it sounds like the problem is elsewhere. For corporate VPNs there's usually a system administrator. If someone at work is in this role you should speak to that person as soon as possible about the problem: you need make sure nothing has changed on the server side. 

I don't have Bell wireless internet service so I can't speak to any issues with it. Also, I don't think Bell will get involved with your VPN issues, as it's likely beyond the scope of its responsibilities as your ISP.

Hope this helps. Keep us posted.

[erenaud22]

that is usually the case but nothing has changed on our server side.. the vpn has been working for 2 years and on march 8 at 1215 pm the internet and cell phones went down for a couple of minutes and when it returned we could not connect to vpn after that...so i think something happened then maybe an equipment switch or something as the vpn works with other suppliers  it is weird

[ZaneP]

I assume you have Bell's Home Hub 2000, and that your internet connectivity is working normally. Bell may have pushed out a firmware update which has derailed your VPN setup, but that update would not be done during the day.

Are the "other suppliers" also using Bell Wireless?

One thing you can do is to test your VPN connection outside of the Bell Wireless (LTE) network. If your VPN client is on a laptop, you could go to a place that's offering wifi (like a well-known coffee shop chain). If you can successfully connect to the VPN server, then the issue is narrowed down to the Home Hub.

Then you could escalate the issue with Bell, beyond the first tier of technical support.

[erenaud22]

yes we do have another supplier using wireless internet  a rogers rocket stick and it connects fine no problem

i have tryed to get to tier 2 technical support but the person i was talking to told me there was nothing more they could do the problem was at my end nothing do to with bell

[ZaneP]

I suggested that you do a test to narrow down the problem: go to a coffee shop, a friend's place...anywhere that has wifi but isn't connected to Bell's Wireless LTE network. 

If you connect to your company's vpn server, your vpn isn't the issue. It's a Bell-related problem. Take some screenshots as proof of the connection. 

I don't work for Bell and have no idea if Bell supports VPN connections over their Wireless LTE network/Home Hub 2000. But their techs do know and should tell you. It's a simple question. 

If you're getting nowhere with tech support, you can also post your issue to Bell Direct, a forum on DSL Reports. This is the link: www.dslreports.com/forum/sympatdirect

It's a private forum meant for customers who have a specific problem that needs to be resolved. 

Hope you get this sorted out!

[BellDRock · Accepted solution]

@erenaud22 

@ZaneP is correct above, you should most definitely connect with your company's IT administrator and confirm with them that both sides are set up correctly, and what they could be seeing or missing on their side.

We're happy to assist further, but you will need to speak with your IT administrator first.

Let us know how it goes.

Thanks!

[erenaud22]

i have spoken with our it department and everything is good.. 

and i did try another provider and connected to the vpn no problem  also used my cellphone has a mobile hot spot and connected fine..

the other provider i used was a rogers rocket stick that is sitting in my house  we can connect and use the vpn no problem and that is they way we are working right now.. but the bell one was a lot more convenient..

[BellPatricia]

Hey @erenaud22. Thanks for letting us know!

Can you confirm what checks and any troubleshooting steps that were completed with your IT administrator? Did they share anything specific regarding your inability to connect?

[Jonathan · Accepted solution]

Your job may be using Bell too and be on same default dhcp so 192.168.2.x. Your dhcp just assign you a ip that conflict with vpn. There 2 solution, the best one is to use the guest wifi (its on 192.168.5.x) and it will be isolated to your local network. If you still need local network or use ethernet you need to change dhcp for a different subnet like 192.168.9.x. Go to bell modem dashboard from a browser to 192.168.2.1 for any of the 2 solutions.

[Yaiba]

i'm seeking your assistance to fix an issue occured while I was working remotely from home connecting through VPN over my Bell home internet .

Please note that except accessing my office shared drives, everything on the VPN connection is working very well: office email, communication channels, and internet. My IT department team confirmed everything working fine from their side since there are no issue when they tested it on various internet connections including sharing from mobile hotspots.

I appreciate your prompted investigation on the matter and advise the solution at the earliest since it impacts to my ability to work from home.

[ZaneP]

Hi @Yaiba 

I assume you're using a client/server VPN, and from what you wrote you're securely connecting from home.  I don't see why not being able to map the network drives on your company server is a GigaHub/Bell problem.

To be honest this feels like an issue to be resolved with the help of your IT department. Did someone there say it's a Bell problem, and why?

Cheers,

ZaneP

I don't work for Bell, just a customer

[ZaneP]

One more thought. There may be a DNS issue, therefore a routing issue. IT needs to find out if the VPN is handling DNS, or is it your GigaHub router (which would not be appropriate for a client/server VPN session). In other words the VPN client is perhaps using the DNS server from Bell, not from your VPN's DNS.

But to use the old expression, I'm trying not to open a can of worms. There are myriad reasons why remote shared drives aren't being mapped and I'm not sure this forum is the place to solve the problem .

[AR73]

I have the same issue with  CISCO VPN. No help from Bell and our IT.
I ended up with disabling ethernet connection and connecting from cell phone hotspot. Once VPN is connected I reenable ethernet and turn phone connection off. VPN client reconnects. It's pain but works.

[Paul_T]

I can't access my vpn to log into work as of last weekend.

Are these addresses being blocked?

198.***.184.190

198.***.184.192

198.***.184.189

198.***.184.194

198.***.184.222

198.***.184.191