Thank you for using our broadband service. I believe you may have a port forward setup on the modem/router end and pointed it to one of the local machines. If that is how it is setup, unfortunately it will not work. The reason is that the modem you have has an IP address that is derived from our main firewall (10.50.XX.YYY). This is an internal IP address and the outbound public IP is the same for all devices on our network (38.***.**.***). So, when you remote into the 38.XXX.YYY.ZZZ IP address, you are actually addressing our firewall and not your end device.
There are two ways around it.
1) We can assign your device a static public facing IP. That way, your device will ALWAYS be accessible from the outside world no matter what. There is a $10 charge above what you are paying to facilitate this feature.
2) You can use a free remote access service like LogmeIn (www.logmein.com) or Teamviewer (www.teamviewer.com) and that will allow you to access your computers at home remotely. The way some of these third party apps get around it is that they have a small client running on your local machine that talks back to their central server (which you connect to when you open a session).
If you have any further questions, please feel free to let me know.
Thank you
So it looks like I'm out of luck on this one. Really don't want to spend an extra $10 a month for it.
