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GSL
Level 1: Cadet

Can't connect to external vpn with netgear devg2020

I've just had a Netgear DEVG2020 installed as part of DOT and now can't access our work VPN. I was able to connect to the work VPN prior to the installation and still can if I use my phone as a mobile hotspot or any other connection for that matter.

 

The Telstra phone support guys have had a look and given up saying it's not their problem!

 

I've been offered T Plus technical service which I can pay about $195 for - to fix something that was working fine before and still does as long as I don't use the Netgera DEVG2020 modem!

 

Anyone have any ideas on how to fix this please?

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5 REPLIES 5
Support Team
Support Team

Re: Can't connect to external vpn with netgear devg2020

Hey GSL,

 

Welcome to Crowd Support Smiley Happy

 

I am sorry for the issues that have been experienced with this VPN connection since the upgrade top your DOT hardware was completed Smiley Sad 

 

I have flagged this one with our specialised T-Suite team to see if they will be able to assist you further and they should be available to address this post later today.

 

The only thing I would mention is to check with the IT department for your work to ensure they are aware of the new device you are using, so the VPN settings can be updated accordingly in case this is what is causing the issues.

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Telstra (Retired)
Telstra (Retired)

Re: Can't connect to external vpn with netgear devg2020

Hi GSL,

 

There is a users guide on the Telstra website with instructions on how to configure the DOT DEVG2020 Modems for VPN.   You can download it here, click on the + sign next to DOT user guides that will expand and click on the Netgear DEVG2020 Router User Guide (PDF, 2.46MB) link.

 

There is also a TELSTRA PREMIUM BUSINESS GATEWAY - DEVG2020 VPN CONFIGURATION GUIDE here, listed under the heading Remote Access (VPN)  and finally you may need a VPN key when setting it up.  The Netgear DEVG2020’s comes with a card in the box that provides you with a VPN key you need when setting up a VPN.   If you haven’t got this card or have misplaced it you will need to find your Modems MAC address (located on the bottom of the modem) call Tech Support on 132000 Say Digital Office Technology, and they should be able to look it up for you.

 

Hoping this helps.

-BenD

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Rose-Ab
Level 1: Cadet

Re: Can't connect to external vpn with netgear devg2020

Depends on a VPN protocols that you use the specific ports might be opened on your router.

For instance if you are trying to connect  through PPTP, the problem may simply be that the GRE packets are not getting through. To resolve this issue, make sure the network router/firewall permits GRE protocol 47 (You will want to find and enable a "PPTP passthrough" feature on your router that knows how to handle the GRE packets). In fact both port 1723 and GRE protocol shoyld be opened/enabled to establish VPN connectivity by using PPTP.

Hope it could solve the problem.

 

The alternative solution, is flashing your current router with DD_WRT firmware. DD-WRT is a free open source project aimed at developing a Linux based firmware solution that removes the restrictions placed on routers by their default programming. Fortunately, it has the option of selecting different VPN configurations like: PPTP, L2TP or OpenVPN and Once configured, users on the network don’t need to enter a log in process when they need to activate the VPN. It just starts automatically, so any device connects automatically and easily, giving you all the benefits of using a reliable VPN service.

In order to check whether your router is DD-WRT supported or not, please check your router here :

http://dd-wrt.com/site/support/router-database

And here is a configuration guide that will give you better idea of how you can config it on Netgear:

http://www.purevpn.com/config/router/netgear_genie.php

SteveL77
Level 1: Cadet

Re: Can't connect to external vpn with netgear devg2020

I believe I have had the exact problem after upgrading from a Technicolor modem to the Dev2020.

 

I am trying to connect to a client's VPN using a Cisco VPN Client version 5.0.07.0290.

 

After calling Telstra to be told that they didn't support the setting up of VPNs unless I wanted to call Telstra+ and pay for it and that I should call Netgear.  Netgear said that they couldn't support it because it had Telstra firmware.

 

Anyway, whenever I would try to connect to the VPN I was getting messages like:

 

sending notification UNSUPPORTED_EXCHANGE_TYPE

 

in the Admin Logs section.

 

After much pain, I got it to work by unticking the IPSec option under ALG and rebooting the modem.  I am not sure exactly what the ALG services are but it is now working.  I only hope that if I now try to connect remotely to my network via VPN (which uses IPSec) that it will work.

 

Hope that helps you or others. 

 

Extra annoying thing was, I did do a search on 

 

https://go.telstra.com.au/small-business-support/results?query=netgear+devg2020+modem

 

before calling Telstra.  The web page implies that it is search the forums, but it obviously doesn't.

 

Grrrrr.

 

 

 

 

JAAS
Level 1: Cadet

Re: Can't connect to external vpn with netgear devg2020

HI Ben,

 

 

If you haven’t got this card or have misplaced it you will need to find your Modems MAC address (located on the bottom of the modem) call Tech Support on 132000 Say Digital Office Technology, and they should be able to look it up for you.

 

 

This is not true, I have just spent the last 45min with the DOT team to be told they do not support VPN in any way.

Even showing them this page just didn't help.

 

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