topic Re: Router will no longer connect to VPN in Broadband

Router will no longer connect to VPN

HanJMWright — Wed, 12 Jan 2022 11:22:12 GMT

My router is no longer connecting to my work VPN and IT support have diagnosed that it's definitely a TalkTalk router issue and not my computer or connection.

How can I fix this? I can't work from home without it and have some deadlines coming up! Feeling helpless and stuck.

Re: Router will no longer connect to VPN

Chris-TalkTalk — Wed, 12 Jan 2022 11:25:26 GMT

Hi HanJMWright,

Can you please update your community profile to include your:

Name

Telephone number

Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: Router will no longer connect to VPN

HanJMWright — Wed, 12 Jan 2022 11:33:37 GMT

Thanks! I have done so. We don't have a landline and the mobile number on the account may be my partner's so I can change it to that if you need me to do so. Have put my own there for now.

Re: Router will no longer connect to VPN

Chris-TalkTalk — Wed, 12 Jan 2022 11:42:19 GMT

OK thanks, which service/package do you have with us?

Chris

Re: Router will no longer connect to VPN

HanJMWright — Wed, 12 Jan 2022 11:54:41 GMT

Just broadband, if I understand the question correctly.

Re: Router will no longer connect to VPN

HanJMWright — Wed, 12 Jan 2022 12:02:29 GMT

After looking around the forum, this seems common and the fix is to get a new router. How can I arrange that?

See here: https://community.talktalk.co.uk/t5/Fibre/VPN-suddenly-not-working-on-TalkTalk/td-p/2807542#

Re: Router will no longer connect to VPN

Chris-TalkTalk — Wed, 12 Jan 2022 12:24:05 GMT

Hi HanJMWright,

First of all I'll need to locate you on our systems so I'll need either your TalkTalk landline telephone number or your account number. If you don't know your telephone number then could you add your account number to the private notes section of your Community Profile

Chris

Re: Router will no longer connect to VPN

HanJMWright — Wed, 12 Jan 2022 12:31:58 GMT

My partner set up the account and he's not answering his phone so I can't confirm the account number. I've popped in the numbers on our bank account reference for the TalkTalk payment, hoping that one of those is the account number.

Re: Router will no longer connect to VPN

Chris-TalkTalk — Wed, 12 Jan 2022 13:06:28 GMT

Hi HanJMWright

I've sent you a PM

Chris

Re: Router will no longer connect to VPN

Chris-TalkTalk — Wed, 12 Jan 2022 13:27:13 GMT

Thanks for the PM. I've found the account. Could I just as what actually happens when you try to connect to the VPN, do you get an error message?

Chris

Re: Router will no longer connect to VPN

HanJMWright — Wed, 12 Jan 2022 13:47:07 GMT

Yes, I get the message saying "The remote connection was not made because the name of the remote access server did not resolve." I spent an hour with tech support for my company going over everything remotely on my PC and he says settings are all fine. We removed all the firewalls and it kept happening. He then said he'd seen it happening with TalkTalk routers before and that was the problem.

Re: Router will no longer connect to VPN

Chris-TalkTalk — Wed, 12 Jan 2022 14:11:23 GMT

OK thanks. We can send a different make and model of router to test with, would you like us to arrange this?

Chris

Re: Router will no longer connect to VPN

HanJMWright — Wed, 12 Jan 2022 14:31:52 GMT

Thank you so much! As soon as possible would be great. I'm using my mobile data (as suggested in that other thread) and it's working fine but my data is being rinsed so the sooner it can come, the better 😄

Re: Router will no longer connect to VPN

Chris-TalkTalk — Wed, 12 Jan 2022 14:36:54 GMT

I've ordered the router, it should be with you within a couple of working days

Chris

Re: Router will no longer connect to VPN

HanJMWright — Wed, 12 Jan 2022 14:39:26 GMT

Thank you!

Re: Router will no longer connect to VPN

Chris-TalkTalk — Wed, 12 Jan 2022 14:41:53 GMT

No problem 🙂