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VPN Troubleshooting

We understand that more and more people are working from home right now and some are experiencing issues with their VPN. Before calling our fantastic customer service team please ensure you disable ALG protocols* as outlined below, to eliminate it being a configuration issue.

Most modem/routers have the settings in a similar place, certainly true for Netcomm and TP-Link devices. If you are unsure where the ALG protocols are in the settings of your modem/router please refer to your device’s manual.

  1. Sign in to your modem/router (192.168.20.1 for Netcomm NF18ACV)
  2. Click on Advanced Setup > NAT > ALG
  3. This should show a list of enabled protocols
  4. Untick ‘Enable PPTP’
  5. Untick ‘Enable IPSEC’
  6. Untick ‘Enable RTSP’
  7. Save changes

Also, please note most VPNs do not operate on ports that we block by default so unblocking your ports will be unlikely to help with the problem.

If the above configuration change doesn’t help with your VPN issue then please feel free to call us on 1300 880 905

We really appreciate your assistance with this, it helps us keep our call centre wait times under control during these trying times.

P.S. for those of you that want to know: *ALG stands for Application Layer Gateway and helps by facilitating the connection between your PC and your VPN server, through the modem itself. However, sometimes this causes more problems than it solves because it can mangle information in the process by rewriting it, which can cause some VPN end points to panic that details have been altered and react badly.

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