Employee VPN Not Working on Sonic

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by andrew.manglapus » Mon Jan 30, 2023 3:52 pm
Hello! We are currently in our trial between Comcast and Sonic - everything seems to work well on Sonic except that my wive's work VPN won't connect via Sonic.

Does anyone have any troubleshooting suggestions?

We've gone back and forth with my wive's IT company and the Sonic support team but no luck.

Only thing that appears to work is turning on the Comcast router and unplugging Sonic and going back through our stinky ol' Comcast wifi.

Fwiw, the installation person recommended that we just keep the same network name and password between the two routers for ease of not having to log in everywhere again . . . not sure if that makes an impact but I have a hard time thinking the VPN knows the service provider of our whole internet? Let me know what you think, thanks!
by loherj » Fri Feb 03, 2023 9:57 am
Sorry to hear about the VPN issues while using eero. Certain work VPN's can have some configuration issues when trying to connect while using eero. There are a few options to try and after taking a look at your account I can see you have already contacted support but some solutions that have worked previously are below.

Enabling Legacy Mode on your eero:

1. Open the eero app and click settings in the bottom right
2. Click troubleshooting
3. Click my device won't connect
4. Click my device won't detect Wi-Fi 6
5. Toggle Legacy Mode on

This may prove as a solution to the VPN issue.

Activate the guest network and use that for the VPN device:

1. Open the eero app and click settings in the bottom right
2. In the Settings menu click on Guest access
3. Next to Guest Network click the switch to on. Once turned on you'll be able to change the network name and password from the default options.

This may also prove as a solution to the VPN issue.

If these two options do not work you can always contact our support team again and we can discuss further troubleshooting options.
Jacob - Community & Escalations Specialist
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