Unable to connect to VPN from Spectrum internet

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jayantbhat
jayantbhat Posts: 4 Spectator

Hi,

Since last week, I've been having trouble connecting to my office VPN when using my home WiFi, which is provided by Spectrum. It used to work perfectly fine before. Interestingly, when I switch to my mobile hotspot (T-Mobile), I can connect to the VPN without any issues. I've reached out to the support team, but unfortunately, I haven't received any helpful answers besides being advised to reboot the modem and router. Despite trying multiple reboots and even resorting to a factory reset, the problem persists. I would greatly appreciate any suggestions or guidance on how to resolve this issue.

Answers

  • RAIST515O
    RAIST515O Posts: 98 Contributor
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    Can you connect to other VPN locations (either with the same software or something different)?

    Could be the protocol in play, an MSS/MTU size issue, some weird firewall restriction, previous bad actor may have put your public IP on a blacklist... many angles to consider.

    If we can prove something works, can maybe expand/contrast against the work connection to try accounting for differences.

  • Jaleesa_F
    Jaleesa_F Posts: 377 ✅ Verified Employee Moderator
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    Hello @jayantbhat

    Welcome to our Community Forums! Sorry to hear that you are having issues connecting to your VPN with our service, I am happy to help! Are you using the Spectrum wireless router? Or do you have your own router connected?

  • jayantbhat
    jayantbhat Posts: 4 Spectator
    edited May 13
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    @Jaleesa_F - Thank you, I am using Spectrum wireless router

  • jayantbhat
    jayantbhat Posts: 4 Spectator
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    @RAIST515O - Thank you, If I try to connect the VPN with other internet, like a Mobile Hotspot, etc. It works.

  • RAIST515O
    RAIST515O Posts: 98 Contributor
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    No... can you connect to a different location or through a different service? If you cannot choose a different site with your work VPN, can try a standalone service like ExpressVPN, Surfshark, Windscribe, ProtonVPN... (those last two have limited free to use plans that are good for testing with).

    Need to rule out potential issues that may exist on the client side of the equation... confirm if something more local may be preventing a connection from going through.

  • jayantbhat
    jayantbhat Posts: 4 Spectator
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    Yes, I can access the other VPN. But not my office vpn.

  • RAIST515O
    RAIST515O Posts: 98 Contributor
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    Sounds like the router may already be properly configured to let the typical VPN protocols through if you were able to make a different tunnel.... sounds like something may be off specifically with this connection setup.

    Have you been in touch with your office's IT support to troubleshoot things? Learned of any specific error messages they may be getting on their end, or from the VPN client on your end?

  • RAIST515O
    RAIST515O Posts: 98 Contributor
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    Should note that Spectrum is basically an "open" line. They are not in the habit of blocking normal sites and protocols... that typcally only happens when something malicious has been detected, or something has gone offline that is causing issues.

    Usually when this kind of thing happens, it winds up being something off at one of the endpoints (host or client end). So if you have not already, may be prudent to bring in the office IT support--could be as simple as a security rule they need to change on your system.