20-08-2018 03:24 PM - edited 20-08-2018 03:38 PM
I've had a VPN server setup on my Synology DiskStation for a couple of years now, and on occassion needed to connect to home network via VPN setting on iPhone - which worked fine via EE when out and about. All was OK up until about a month ago and I now find I cannot connect to my home VPN server via my iPhone when connected to EE 4G mobile data - I get the following error:
"The L2TP-VPN server did not respond. Try reconnecting... verifty settings and contact your Administrator"
Oddly, when I'm connected to friends, family and public WiFi I can connect to the VPN just fine - so the VPN server itself is not at fault.
Even when on EE mobile data I can connect to the web console of the Synology, so name resolution seems functional (I've also tried to connect to VPN via IP address and that failed too). When viewing the connection logs, I can see there is no connection attempt to verify credentials at all when on EE mobile data leading me to believe the network is blocking something somewhere.
Has anyone a similar problem? As stated, about a month ago all was OK, as I was testing ad-blocking via a pihole server setup internally at home, (which I could connect to once I connected to the home VPN).
Thanks in advance.
20-08-2018 05:12 PM - edited 20-08-2018 05:12 PM
Good Evening @groovyf
Thanks for coming to the community for help.
Could you check your content lock settings as below:
To do this go into your My EE account online > Menu > Manage Device
What do your data content controls show as?
Speak soon, Leanne 🙂
21-08-2018 01:34 PM
I did actually check the Content Lock settings via the website, and it's showing as "Full Access".
Via the EE app on the phone, the Content Lock is showing as "Off"
I setup the VPN settings on my girlfriend's (also on EE) iPhone X and also got the same connection error (checked Content Lock and also set to Full Access).
It's a bit of a puzzler why when using mobile data it's stopped connecting.
I'm in work and my iPhone connected to WiFi here and VPN connects correctly also.
20-09-2018 11:06 AM
Nope, sadly not. I had a live chat tech support session and they even put my queries up to level 2, but basically they're saying it's nothing they can help with as all other 4G functions/access are OK... even though it *used* to work just a few months ago.
16-11-2018 06:10 PM
I have exact same issue too.
My (and my families) VPN connection through to my home Synology VPN server worked fine through EE up until a couple of months ago.
Our L2TP/IPSEC VPN connection still works fine through any WiFi internet connection. When abroad connected to 4G in France, Belgium, Netherlands through the EE SIM it all works and connects fine.
Back in the UK, on the EE network, the VPN connection is back to failing to make it through at all. I have placed a work Vodafone SIM in the same phone and connected to Vodafone 4G. And, that works! It connects straight through to my VPN. Pop the EE SIM back in, and the VPN connection fails again.
So, I do believe EE has made a change recently that they are unaware of that at least affects L2TP/IPSEC VPN connections across their 4G network.
Today I phone-called through to EE tech support. The answer was "we'll get back to you".
Is there something about VPN that EE aren't telling us?
Did anyone arrive at a solution?
I'll post back here if I gain an answer to this issue.
16-01-2019 10:16 AM
I also had this issue .. however, a workaround for me was to use a public VPN (such as ExpressVPN) first and THEN connect the Synology VPN 'inside' that one.
It doesn't slow the Synology VPN that much and seems pretty reliable even though all the traffic is going through two VPNs.
Hope this helps.
10-05-2019 03:18 PM
Slightly-related I suspect... I'm also not able to connect to my Synology using the DS Cloud app on my phone either - it only works on WiFi, not when connected to 4G.
I doubt these issues will ever be fixed!
10-05-2019 05:49 PM
Good Evening @groovyf.
I am really sorry to hear this is still on going for you.
Have you been back in touch with technical care since discovering you're not able to connect to your Synology?
27-07-2019 07:30 PM
Thanks for checking-in!
I’ve not been in touch with tech support again as this is really a third-line support issue - definitely network related with certain ports being restricted within the EE network.
There’s another user who posted about SSH not working when on 4G either.
01-11-2019 02:14 PM
Update on this:
A few days ago I upgraded iOS to 13.2 and upon first reboot post-upgrade I was notified about carrier settings being updated. Another reboot required.
After this reboot, I found I was able to connect to my VPN over EE 4G data. Success, I thought! I disconnected the VPN on the iPhone and tried to reconnect but no luck - I was back to the original issue with not being able to connect.
Today, I had an online chat with tech support who took some details and after a while I got a text stating some of my network settings had been updated. Another reboot required!
After this reboot, I found the VPN once again connected successfully to my Synology at home. I disconnected and attempted to reconnect... sadly this didn't work again.
On both occasions, new carrier settings fixed things but trying to reconnect to VPN after the initial successful one failed - it's as though the back-end systems detect a successful VPN connection, then block it from happening again.
Hoping for a call back in a day or two...
01-11-2019 02:20 PM
Hi there @groovyf
Thanks for keeping us updated, I am sorry to hear this is ongoing for you.
Let us know how you get on after the call.
13-01-2020 10:00 PM
I would like to add to this my recent experiences.
I have installed my old Synology at a friends house and set up the VPN to help with the remote management. L2TP VPN works fine on my old Samsung S6 and I managed to get connected to the server once through Windows 10 without any "helper" applications, I tried with Windows 7 after that but could not connect. Since then I can only connect with the phone directly and no amount of tweaking will get the Laptop connected again, which means I cannot do what I need to be able to do remotely.
I'm still investigating and will update if I find anything positive.
It would be good if EE or other customers could keep us updated on this issue.
13-01-2020 10:52 PM
This sounds very much like the issue... https://community.ee.co.uk/t5/4G-and-mobile-data/IPSEC-VPN/td-p/761961
Would anybody from EE like to confirm @ is saying about EE, Carrier-grade NAT and VPN? (L2TP in my case.)
14-01-2020 07:57 AM
Welcome to the EE Community. 🙂
I would recommend contacting Synology support to discuss their compatibility with devices using CGNAT.
14-01-2020 10:07 AM
Hi James and thank you,
For the EE & Synology user community; I don't need to contact Synology, they offer QuickConnect which gets round the issue of being able to connect for management but it's not my preference because VPN offers a lot more flexibility & security.
There probably are other ways to connect two networks together over CGNAT but it would just be a workaround to a workaround. I'm new to CGNAT, but it seems that it's just that, a workaround for ISPs that cannot upgrade to IPv6 or allocate enough IPv4 addresses for it's customers. I will be following up with EE though to see if there is a service available that meets my needs going forward.
Kind regards, Gary.
13-02-2020 06:45 PM
Just a quick update on my situation, I tried Open VPN (one of the two other Synology supported VPN solutions) and it has been working well without problems since.
by Wilsongn a week ago