topic Re: VPN Connection Issue in Broadband

VPN Connection Issue

Anonymous — Thu, 09 Dec 2021 10:54:41 GMT

The VPN connection that I use for work has been working fine for several months.
On Wednesday 8th December 2021, this stopped working.

It is a Windows VPN - PPTP connection.
The router is a TalkTalk Wi-Fi Hub version SG4K100130

The error I get is:

"The VPN connection between your computer and the VPN server could not be completed. The most common cause for this failure is that at least internet device (for example, a firewall or a router) between your computer and the VPN server is not configured to allow Generic Routing Encapsulation (GRE) protocol packets. If the problem persists, contact your network administrator or Internet Service Provider."

I can still connect okay from a different location (i.e. different router and different internet provider).

Have any settings/configuration changed at TalkTalk or were any router updates rolled out overnight on 7th/8th Dec?

Any help to resolve this connection issue would be much appreciated.

Thank you

Re: VPN Connection Issue

Debbie-TalkTalk — Thu, 09 Dec 2021 11:03:24 GMT

Hi Lxxxx

I'm sorry to hear this.

Please can you add your TalkTalk landline number to your Community Profile, we can then look into this further.

Thanks

Debbie

Re: VPN Connection Issue

Anonymous — Thu, 09 Dec 2021 12:05:45 GMT

Hi Debbie,

Thank you for your reply - I have now added this information.

Re: VPN Connection Issue

Debbie-TalkTalk — Thu, 09 Dec 2021 12:09:05 GMT

Hi Lxxxx

Thank you. We will need to send a different make and model of router, would you like me to arrange this?

Debbie

Re: VPN Connection Issue

Anonymous — Thu, 09 Dec 2021 12:36:08 GMT

Hi Debbie,

If that's the only solution then yes please.

Re: VPN Connection Issue

Debbie-TalkTalk — Thu, 09 Dec 2021 13:35:59 GMT

Hi Lxxxx

Please can you send me a Private Message to confirm the name on the account, I can then send this router.

Thanks

Debbie

Re: VPN Connection Issue

Anonymous — Thu, 09 Dec 2021 14:30:36 GMT

Hi Debbie,

I have updated the name on my profile to the name on the account. Is this okay?

Re: VPN Connection Issue

Debbie-TalkTalk — Thu, 09 Dec 2021 14:34:33 GMT

Hi Lxxxx

Thank you. The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: VPN Connection Issue

varvinda — Mon, 13 Dec 2021 10:31:27 GMT

Hi Debbie,

I am having the same issues with my VPN connection. Despite spending hours with the TalkTalk technical team over the last few days they weren't able to help. One of them said they will send me a new router 4 days ago but nothing has come through the post yet.

Can you help?

thanks

Re: VPN Connection Issue

Debbie-TalkTalk — Mon, 13 Dec 2021 10:34:48 GMT

Hi @varvinda

Apologies for this. Please can you create a new topic on the Community, we can then take a look at this for you.

Thanks

Re: VPN Connection Issue

nicolah2104 — Wed, 15 Dec 2021 09:45:50 GMT

I started having the same problem on exactly the same day. I have also tried calling customer services and they were not able to help me either. Please advise. Thanks

Re: VPN Connection Issue

Debbie-TalkTalk — Wed, 15 Dec 2021 09:49:47 GMT

Hi @nicolah2104

Please can you create your own topic on the Community, we can then look into this further.

Thanks

Debbie

Re: VPN Connection Issue

nicolah2104 — Wed, 15 Dec 2021 10:23:00 GMT

I did try to do this but I can’t find any ‘Create’ link or button.

Re: VPN Connection Issue

Debbie-TalkTalk — Wed, 15 Dec 2021 10:26:42 GMT

Hi @nicolah2104

If you click here and then click on Start a new topic button.

Thanks