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Level 2: Rookie

VPN access through Telstra mobile device hotspot

Answered

The company I work for is trying to sort out an issue where our VPN does not work on mobile hotspots created by Apple iPhones and iPads.

 

I can connect my laptop to the hotspot fine, but when I try to connect the VPN it fails. The VPN fails on at least three of the companies devices - iPhone 6s, iPad Air (cellular), iPhone 6. The connection to the internet through the hotspot works fine, so the problem doesn't exist with mobile devices ability to access the Telstra network.

 

I also don't believe the VPN is the issue, because if I'm using my home WiFi connection, the VPN connection works fine. The VPN connection also works fine over a Telstra Prepaid Mobile Device MF910 (not linked with the companies Telstra devices).

 

The support team from Telstra assures me the telstra.extranet code (GPTEXB3) has been added to the devices, and that they have done everything they need to do to enable the VPN to work. They are trying to lay blame on the VPN configuration, which doesn't make sense considering the VPN connection works perfectly fine on home WiFi and another Telstra device that isn't linked to the business devices.

 

On the iPhone 6s and iPad Air, the APN is set as telstra.internet.

 

The really strange thing is that the VPN connection worked with the iPad Air as recently as 2 weeks ago. One of my colleagues spoke with Telstra since then to try and sort out the issue with our iPhones, and I can only assume the person he spoke to has changed some codes or settings on the iPad Air as well as the iPhones, now rendering all our devices useless when it comes to remote connections to our server.

 

Can someone please shed some light on what might be happening? Is there another setting on the iPhones or iPad that we need to change? Is there something else I should be asking Telstra to check or confirm?

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
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Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: VPN access through Telstra mobile device hotspot

Apple has removed PPTP in the new versions of iOS, so that might be what is causing the problem.

 

https://discussions.apple.com/thread/7696389?start=0&tstart=0

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.

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8 REPLIES 8
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Level 24: Supreme Being
Level 24: Supreme Being

Re: VPN access through Telstra mobile device hotspot

Is the iphone6 using telstra.internet as well? tekstra.internet will connect your device via a Telstra private, and essentially double NAT'ed, IP address. That may have something to do with why they are not connecting

 

Try manually changing the APN to telstra.extranet and om the mobile settings and see if that makes a difference

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
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Level 25: The Singularity
Level 25: The Singularity

Re: VPN access through Telstra mobile device hotspot

The other thing to check is to see if the operating system on the Apple devices has updated in the past couple of weeks.  It could be a glitch in the new iOS version.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
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Level 2: Rookie

Re: VPN access through Telstra mobile device hotspot


@Yastiandrie wrote:

Is the iphone6 using telstra.internet as well? tekstra.internet will connect your device via a Telstra private, and essentially double NAT'ed, IP address. That may have something to do with why they are not connecting

 

Try manually changing the APN to telstra.extranet and om the mobile settings and see if that makes a difference


I've tried telstra.extranet as well as telstra.iph but neither makes a difference.

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Level 24: Supreme Being
Level 24: Supreme Being

Re: VPN access through Telstra mobile device hotspot

what protocol does the VPN use? Also what iOS are you running on the devices?

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
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Level 2: Rookie

Re: VPN access through Telstra mobile device hotspot


@Yastiandrie wrote:

what protocol does the VPN use? Also what iOS are you running on the devices?


I'm not exactly sure what you mean, but the VPN is accessed through the Windows Network and Sharing Centre (ie. it is not a specific piece of third party software used to access the VPN).

 

It doesn't appear as though there is an overlap in IP addresses – the VPN host name / IP address is in the range 120.x, and the IP of the hotspot created by the iPhone is 1.128.x. The really strange thing is the hotspot created by the prepaid 4G Telstra modem is also 1.128.x.

 

Under PPP settings we have the box checked that says 'Enable LCP extensions'. Under Securty -> Type of VPN is set as Automatic. The box against 'Allow these protocols' is checked  and then the subset under that is 'Microsoft CHAP Version 2 (MS-CHAP v2)'.

 

Under the Networking Tab, both IPv6 and IPv4 boxes are checked and both are set to obtain IP addressed automatically.

 

I'm starting to think it is something specific to the Apple devices considering that seems to be the only common factor when it won't work.

 

Both the iPhone 6s and iPad are running iOS 10.0.2.

Highlighted
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: VPN access through Telstra mobile device hotspot

Apple has removed PPTP in the new versions of iOS, so that might be what is causing the problem.

 

https://discussions.apple.com/thread/7696389?start=0&tstart=0

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.

View solution in original post

Highlighted
Level 2: Rookie

Re: VPN access through Telstra mobile device hotspot


@Jupiter wrote:

Apple has removed PPTP in the new versions of iOS, so that might be what is causing the problem.

 

https://discussions.apple.com/thread/7696389?start=0&tstart=0


Will this affect the scenario that I'm in?

 

The VPN settings are on the laptop, and that's what I'm trying to use to access the VPN. The iPhone is only providing the data connection. I don't have any VPN settings on the iPhone itself.

Highlighted
Level 2: Rookie

Re: VPN access through Telstra mobile device hotspot


@Jupiter wrote:

Apple has removed PPTP in the new versions of iOS, so that might be what is causing the problem.

 

https://discussions.apple.com/thread/7696389?start=0&tstart=0


Looks like you are correct. We tried using VPN on a hospot from an old iPad with iOS 9.3.3 and it worked. Thanks for the heads up.

 

Our IT is working on developing new VPN protocols.

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