Work VPN Issues

[Sal09]

Hi All,

I finally got my replacement hardware today. 
Do we have any suggested solutions for Outdoor Y5 regarding VPN Issues?

When I switched on the hub first thing i did was change the APN setting as per many posts on here.

Changed APN name to three.co.uk and set IP to IP (only none IPv6) option available. Inserted the sim and rebooted the device. On first attempt I was able to connect to VPN and then after disconnecting I tried again and no joy. 
Changed back to 3internet and that didnt help either.

VPN works fine on EE mobile and Sky BB.

I have arranged a call back from Three tech support. Lets see what they say.

Any help would be appreciated.

Thanks

Sal

[Sal09]

I changed APN name back to 3internet to test and the VPN works. Im finding 3internet more stable than three.co.uk

[Sal09 · Accepted solution]

OK received another call from Tech Support and they were not helpful at all. Case was referred to the backend team and was advised it will take up to 7 days  for them to get back team. Anyways I did a bit of tinkering and managed to fix the issue myself.

Steps followed as per below:

1. For some reason web browser blocks access to Y5 Hub IP (192.168.0.1) so best way to access your Hub is connect laptop or pc to hub using ethernet cable directly from PPOE box. Follow these instruction https://community.three.co.uk/t5/Devices/5G-Outdoor-Home-Hub-by-Greenpacket-Y5-210MU-Helpful-Informa...

2. Once you've done the above please login as 'admin'. You can find the login details on your Hub.

3. Go to Network Settings and modify the 3internet profile. Change APN name to three.co.uk and IP type to IP. Press OK and then Apply. Wait for few minutes for your Hub to lock in signals again. Once Profile is showing again double check the changes got applied.

4. Restart the Hub (I did it but you can skip it and try the next step)

5. Login again as admin. Now in Network settings you need to the Mode from IP Passthrough to Routing. Press Apply/Submit. Now wait again few minutes for Hub to load everything.

6. Go to Advanced Settings and the Firewall. Under ALG I enabled L2TP Passthrough (as thats what I needed). Apply/Submit.

7. Now disable the Firewall all together. Apply/Submit.

8. Now check your VPN if its working.

9. Go back to Network Settings and change Routing back to IP Passthrough. Apply/Submit. Now wait for few minutes for your Hub to do its thing.

10. Once Hub is fully operational try VPN again and it should work.

11. Now connect the ethernet cable back to EERO. Wait for the light to turn White.

12. Connect to your WIFI network and try VPN again. IT SHOULD WORK.

p.s Make sure Use Default Gateway on Remote Network is ticked in adaptor settings under Networking -> IPv4 -> Properties.

Happy Days.

[Sal09]

Its definitely the hub. Just tried VPN on my iPhone 16 Pro using 5G Home BB  sim and it works.

[jr0]

What VPN client you using?

[Sal09]

Windows 11 built in

VPN type: L2TP/IPsec with Pre Shared key.

[jr0]

Ok, let us know how you get on.
And prepare yourself for Three support... as they say "If you can't cry, laugh"

good luck

[Sal09]

Thanks

Already had first interaction with them as I couldn’t wait for call back.

Made me do multiple hard reset both on Eero and on Y5 Hub. Made me change IP range on Eero. 

Call ended with suggestion to escalate it to back room team. Gave them the name of ISP for my work. 

Still got 6pm call back in place. They might know something lol.

I would really love to keep this service i do not have Full Fibre.

Below is what im getting with Hub indoors.