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jwillis00000
@wideopenwest.com

jwillis00000

Anon

VPN PPTP

Has there been any progress toward resolving the issue that is preventing Ultra TV subscribers from connecting to PPTP VPN's?

nadams5755
join:2001-11-13
San Jose, CA

nadams5755

Member

i don't know if it's been brought up yet but have you tried putting your computer (the vpn client) in a DMZ on the ultratv gateway?

Just_Dan
Premium Member
join:2011-03-24
Denver, CO

Just_Dan to jwillis00000

Premium Member

to jwillis00000
The PPTP issue has not been resolved yet. We have just received the software update for this issue, but have only just begun testing the new version. Once this version is verified to work and is stable, we will be able to roll it out to customers.

OutdoorBill
@wideopenwest.com

OutdoorBill

Anon

Any even very approximate time frame? I've been getting less than satisfactory information for the past 5 weeks trying to call in. No one seems to care, just get you off the phone as quick as possible.

Just_Dan
Premium Member
join:2011-03-24
Denver, CO

Just_Dan

Premium Member

We're hoping to put this out in July, if it proves to be stable. We've only just begun testing it.
chitown7777
join:2012-06-25
Naperville, IL

4 edits

chitown7777

Member

Not trying to pile on here Dan, but I literally just got Ultra TV installed today, coming over from Comcast. I was super excited until my wife tried to VPN into work. She works from home a lot and it is absolutely critical. It's also such a basic function that I couldn't imagine it would possibly be a problem.

Needless to say, it failed. I enabled every pass through option, I took down the firewall, I put her laptop in the DMZ, I massaged the Arris unit with the finest exotic oils from faraway lands on a bed of rose petals...nothing works.

No PPTP = big fat no go. I've found and read every thread about this...we're hosed.

If this is such a known problem why aren't WOW installers and/or sales support being trained to screen people for VPN requirements BEFORE installation? Or at least testing as part of the install prior to sign-off?

Now my wife is up a creek and going to have serious issues with her job until we can get downgraded...we can't wait till July. We can't even wait until the end of the week.

I know you can't do much about it Dan, but perhaps you could put a word in about maybe sales/installers being bit more pro-active in alerting prospective customers to this.

Thanks for reading the rant.

Hope that software update works!

***************************
EDIT: Just got off the phone with wife's IT department and they claim they also support L2TP. Are there any known Ultra TV issues with that protocol? From the threads I have scoured, all I can figure out is that IPSec works and PPTP does not. L2TP does not work for us but it could just be due to a missing IPSec certificate. Just want to be sure it SHOULD work before barking up that tree.
chitown7777

3 edits

chitown7777

Member

Ok, so my wife's company does use L2TP with IPSec in addition to PPTP. Problem is, the L2TP is not working and her IT has verified the issue is not her laptop (i.e., she has the cert). She gets the attached error.

nadams5755
join:2001-11-13
San Jose, CA

nadams5755

Member

L2TP and PPTP both require some NAT helpers, both of which seem to be missing from these arris gateways...
chitown7777
join:2012-06-25
Naperville, IL

chitown7777

Member

said by nadams5755:

L2TP and PPTP both require some NAT helpers, both of which seem to be missing from these arris gateways...

Then why does WOW phone support only have PPTP documented as the problem protocol? Argh. I'm still annoyed that they don't warn people about this prior to install. Very Comcast like move.

Just_Dan
Premium Member
join:2011-03-24
Denver, CO

Just_Dan

Premium Member

PPTP is the only VPN we're aware of having issues. We use IPSec internally, and none of our employees have had any issues connecting to the office using the gateways. I have sent you a private message with some more information, please check that and get back to me.
chitown7777
join:2012-06-25
Naperville, IL

chitown7777

Member

OK, so it turns out that the IT guy who initially looked into the L2TP/IPSec issue really didn't look into it sufficiently (if at all). This became apparent when I noticed it was bombing out before it even tried to communicate with the server. She had another IT resource look into it for her and it turns out there WAS an issue with the laptop configuration they gave her...it just never materialized before since she had been connecting with PPTP by default. Now it's fixed, we tested it at home, and stuff is working great.

Thanks Dan for the IM and the info...you rock. We're all good now.
jwillis00
join:2012-03-08
Warren, MI

jwillis00 to jwillis00000

Member

to jwillis00000
Any update Wow_dan regarding the rollout of the VPN PPTP fix?

Just_Dan
Premium Member
join:2011-03-24
Denver, CO

Just_Dan

Premium Member

said by jwillis00:

Any update Wow_dan regarding the rollout of the VPN PPTP fix?

We have tested the next software update and have confirmed the fix for PPTP VPN. We're still working out another issue with the software before we can deploy it properly. I'm not sure when that's going to happen just yet.

FJU
@wideopenwest.com

FJU

Anon

Any update yet?

I just had UltraTV installed yesterday, only to discover the VPN problem. The last update was July 13, saying that the software upgrade was complete and being tested. I have no idea if that means a rollout is imminent, or 6 months off.

Let us know, Dan.

Just_Dan
Premium Member
join:2011-03-24
Denver, CO

Just_Dan

Premium Member

said by FJU :

Any update yet?

I just had UltraTV installed yesterday, only to discover the VPN problem. The last update was July 13, saying that the software upgrade was complete and being tested. I have no idea if that means a rollout is imminent, or 6 months off.

Let us know, Dan.

Right now I'm not able to give any real update on a time frame. There have been issues with the next software that we need to figure out, therefor there's no time frame for this update.
bmarineau
join:2012-08-10

bmarineau

Member

Dan,

Sorry to ask again, but you're the only one at WOW who replies. Any time frame? I feel I'm getting the run around from customer service.

Thanks.

Just_Dan
Premium Member
join:2011-03-24
Denver, CO

Just_Dan

Premium Member

said by bmarineau:

Dan,

Sorry to ask again, but you're the only one at WOW who replies. Any time frame? I feel I'm getting the run around from customer service.

Thanks.

I don't have any time frame right now. We discovered an issue with the software update that has required us to delay rolling out the update.
nboti
join:2012-08-27

nboti

Member

As someone working with a colleague on why he can't get to our corporate VPN and stumbling upon this thread, I have to say I'll do my best to dissuade coworkers from getting WOW in the future.

AlexE4
join:2006-12-16
Chicago, IL

AlexE4

Member

It's not all of WOW, it's just the UltraTV service. If you don't use UltraTV then you should have no problem.

fn
@comcastbusiness.net

fn to Just_Dan

Anon

to Just_Dan
Hi Dan,
I live in Park Ridge and just switched from Comcast last week to Ultra. And...VPN is gone. Any update on the firmware release for this issue? This is critical for me and I will have to drop WOW unless they fix it right away.
Thanks,
Frank

AlexE4
join:2006-12-16
Chicago, IL

AlexE4

Member

I'm also in Park Ridge! Do you have the arris gateway w/ Ultra TV? Or did you rent/buy your own modem?

Just_Dan
Premium Member
join:2011-03-24
Denver, CO

Just_Dan to fn

Premium Member

to fn
said by fn :

Hi Dan,
I live in Park Ridge and just switched from Comcast last week to Ultra. And...VPN is gone. Any update on the firmware release for this issue? This is critical for me and I will have to drop WOW unless they fix it right away.
Thanks,
Frank

Please send me a private message and include your account number or phone number.

DMM
@wideopenwest.com

DMM

Anon

Dan,

Do you anticipate a fix for this VPN issue in the near future. I have been waiting a couple of months, as I really like Ultra TV, but have been forced to use my wifi card to VPN in to work. I thougt this would be resolved by now based on your past post in July. I need to make a decision regarding a change if you do not see something coming soon.

Thanks for your help.

Just_Dan
Premium Member
join:2011-03-24
Denver, CO

Just_Dan

Premium Member

We're hoping to have this out within a month or so. The software version we were testing previously could not be rolled out due to larger issues it had. We've gotten an updated version of the software just this week, and have only begun testing it. If all goes well, hopefully we can push this out in October, but that's not a guarantee.
dandlhaus
Premium Member
join:2008-03-20
Westlake, OH

dandlhaus to jwillis00000

Premium Member

to jwillis00000
Just another person who can't VPN into their computer at work with WOW Ultra TV. What is the current status. This really needs to get fixed and fast. Too many excuses.

Just_Dan
Premium Member
join:2011-03-24
Denver, CO

Just_Dan

Premium Member

said by dandlhaus:

Just another person who can't VPN into their computer at work with WOW Ultra TV. What is the current status. This really needs to get fixed and fast. Too many excuses.

The plan is in place to have the new software update go out starting next week. Throughout the week each market will be targeted for the update, so you should have it by the end of next week, as long as no issues arise.
alan92rttt
join:2012-02-27

alan92rttt

Member

Dan, can you give us some details of what to look for in the update or is it just a VPN fix?

Just_Dan
Premium Member
join:2011-03-24
Denver, CO

Just_Dan

Premium Member

It is meant to address a few issues, I know the bold ones are ones that many of you have experienced.

PPTP VPN Protocol
Guide information missing occasionally
Occasional errors deleting >35 shows on the DVR
Better support for Sprint Airave devices
Buffer updating when shows are paused

Also, there's a few performance and stability upgrades that should help overall.
jwillis00
join:2012-03-08
Warren, MI

jwillis00

Member

This is great news.. thanks for the update dan

mich_guy
@wideopenwest.com

mich_guy to Just_Dan

Anon

to Just_Dan
Dan, I was told that the new software update will be available next week from a WOW customer service personal, is there any truth to that? I just got WOW yesterday and was unaware of this issue. This is a deal breaker for if I can't VPN in to work. I am seriously going back to COMCAAST if I cant VPN into work.