Topic 'VPN PPTP' in forum 'W.O.W.' - dslreports.com

Re: VPN PPTP

Fri, 12 Oct 2012 08:59:24 EDT

anon posted : Hey...success in Oakland County, MI. PPTP VPN connection finally worked this morning. A little wonky...I need to double check all of the settings...but I was able to connect. Thanks, WOW.

Re: VPN PPTP

Wed, 10 Oct 2012 09:49:16 EDT

WOW_Dan posted :

said by jwillis00:

Hi dan

Will there be any message on our sets letting us know when we get the update?

There will be no confirmation on your side when the update completes. If you're still having issues on Saturday, then please call customer service and have them check out if all the updates completed for your equipment.
--
Dan Della Terza
WOW! Internet, Cable & Phone
Network Operations Center

Got the update but now have video issues

Tue, 09 Oct 2012 23:14:30 EDT

Gerard1234 posted : CableCARD is not validated with the host. Kind of disappointed with this since we can not watch tv now. :(
I live in Hazel Park Michigan

Re: VPN PPTP

Tue, 09 Oct 2012 22:11:59 EDT

anon posted : Same here, guess the update was a success.

Re: VPN PPTP

Tue, 09 Oct 2012 10:43:51 EDT

bmarineau posted : Great news! Just connected and logged in to VPN over PPTP. Apparently things are working, at least for me. Thanks!

Re: VPN PPTP

Mon, 08 Oct 2012 13:55:31 EDT

alan92rttt posted :

said by jwillis00:

Hi dan

Will there be any message on our sets letting us know when we get the update?

LOL, I was just coming here to post the same thing.

Re: VPN PPTP

Sun, 07 Oct 2012 09:22:54 EDT

jwillis00 posted : Hi dan

Will there be any message on our sets letting us know when we get the update?

Re: VPN PPTP

Fri, 05 Oct 2012 07:41:46 EDT

WOW_Dan posted :

said by mich_guy :

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.

As I stated back a few posts, the plan is to roll out the upgrade to different markets over the entire week. By the end of next week, everyone should have the update.
--
Dan Della Terza
WOW! Internet, Cable & Phone
Network Operations Center

Re: VPN PPTP

Fri, 05 Oct 2012 01:03:13 EDT

anon posted : 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.

Re: VPN PPTP

Thu, 04 Oct 2012 16:23:02 EDT

jwillis00 posted : This is great news.. thanks for the update dan

Re: VPN PPTP

Thu, 04 Oct 2012 11:13:16 EDT

WOW_Dan posted : 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.
--
Dan Della Terza
WOW! Internet, Cable & Phone
Network Operations Center

Re: VPN PPTP

Thu, 04 Oct 2012 11:00:07 EDT

alan92rttt posted : Dan, can you give us some details of what to look for in the update or is it just a VPN fix?

Re: VPN PPTP

Thu, 04 Oct 2012 10:32:15 EDT

WOW_Dan posted :

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.
--
Dan Della Terza
WOW! Internet, Cable & Phone
Network Operations Center

Re: VPN PPTP

Tue, 02 Oct 2012 05:59:31 EDT

dandlhaus posted : 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.

Re: VPN PPTP

Thu, 13 Sep 2012 08:47:58 EDT

WOW_Dan posted : 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.

Re: VPN PPTP

Tue, 11 Sep 2012 10:58:23 EDT

anon posted : 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.

Re: VPN PPTP

Thu, 06 Sep 2012 08:15:50 EDT

WOW_Dan posted :

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.
--
Dan Della Terza
WOW! Internet, Cable & Phone
Network Operations Center

Re: VPN PPTP

Wed, 05 Sep 2012 21:28:08 EDT

AlexE4 posted : I'm also in Park Ridge! Do you have the arris gateway w/ Ultra TV? Or did you rent/buy your own modem?

Re: VPN PPTP

Wed, 05 Sep 2012 15:47:22 EDT

anon posted : 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

Re: VPN PPTP

Mon, 27 Aug 2012 16:01:58 EDT

AlexE4 posted : It's not all of WOW, it's just the UltraTV service. If you don't use UltraTV then you should have no problem.

Re: VPN PPTP

Mon, 27 Aug 2012 15:00:10 EDT

nboti posted : 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.

Re: VPN PPTP

Sat, 11 Aug 2012 07:12:22 EDT

WOW_Dan posted :

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.
--
Dan Della Terza
WOW! Internet, Cable & Phone
Network Operations Center

Re: VPN PPTP

Fri, 10 Aug 2012 22:24:19 EDT

bmarineau posted : 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.

Re: VPN PPTP

Thu, 26 Jul 2012 12:15:45 EDT

WOW_Dan posted :

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.
--
Dan Della Terza
WOW! Internet, Cable & Phone
Network Operations Center

Re: VPN PPTP

Wed, 25 Jul 2012 10:05:29 EDT

anon posted : 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.

Re: VPN PPTP

Fri, 13 Jul 2012 08:46:43 EDT

WOW_Dan posted :

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.

Re: VPN PPTP

Thu, 12 Jul 2012 19:43:25 EDT

jwillis00 posted : Any update Wow_dan regarding the rollout of the VPN PPTP fix?

Re: VPN PPTP

Fri, 29 Jun 2012 12:37:30 EDT

chitown7777 posted : 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.

Re: VPN PPTP

Thu, 28 Jun 2012 09:17:21 EDT

WOW_Dan posted : 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.

Re: VPN PPTP

Tue, 26 Jun 2012 15:01:35 EDT

chitown7777 posted :

said by sllywhtboy:

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.

Re: VPN PPTP

Tue, 26 Jun 2012 14:57:13 EDT

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

Re: VPN PPTP

Tue, 26 Jun 2012 14:33:29 EDT

chitown7777 posted : 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.

Re: VPN PPTP

Mon, 25 Jun 2012 22:13:47 EDT

chitown7777 posted : 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.

Re: VPN PPTP

Fri, 22 Jun 2012 10:56:35 EDT

WOW_Dan posted : We're hoping to put this out in July, if it proves to be stable. We've only just begun testing it.

Re: VPN PPTP

Fri, 22 Jun 2012 10:26:48 EDT

anon posted : 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.

Re: VPN PPTP

Thu, 14 Jun 2012 13:20:49 EDT

WOW_Dan posted : 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.

Re: VPN PPTP

Tue, 12 Jun 2012 02:48:56 EDT

sllywhtboy posted : 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?

VPN PPTP

Mon, 11 Jun 2012 22:47:38 EDT

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