topic Re: Unable to connect to VPN in Broadband

Unable to connect to VPN

Shads — Thu, 13 Jan 2022 09:19:32 GMT

I've been working from home since March 2020 and have managed to connect to my companies VPN without issue until around 10th December. Have tried the live chat & phoning several times but still not able to get connected. Furthermore our account doesn't seem to be set up correctly so we can't login to manage it!!

I've seen from other posts that some have been issued with a new router (Huawei) and this seems to have resolved the issue.

Any help much appreciated as I need the VPN for work.

Thanks

Re: Unable to connect to VPN

Anonymous — Thu, 13 Jan 2022 09:20:58 GMT

Hello,

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

Re: Unable to connect to VPN

Shads — Thu, 13 Jan 2022 09:26:02 GMT

I'm trying to do this but we can't login! When we go to login and forgotten password it says my husbands email address is not recognised. If I go through the registration route email is already registered and sends us back to the login. I'm going round in circles and getting very dizzy and this has been going on for weeks. Everytime we call we get cut off!

Re: Unable to connect to VPN

Shads — Thu, 13 Jan 2022 09:34:39 GMT

Apologies I thought you meant login to main account I've updated community details!

Re: Unable to connect to VPN

Shads — Thu, 13 Jan 2022 09:47:41 GMT

updated as requested

Re: Unable to connect to VPN

Shads — Thu, 13 Jan 2022 10:34:54 GMT

I've updated the details as requested

Re: Unable to connect to VPN

Chris-TalkTalk — Thu, 13 Jan 2022 12:18:54 GMT

Hi Shads,

Thanks for updating your profile but could you also please add your TalkTalk landline telephone number to your profile so that we can locate you on our systems

Chris

Re: Unable to connect to VPN

Shads — Thu, 13 Jan 2022 12:20:52 GMT

I'm afraid I don't know it as we have never used it, how can I obtain it?

Re: Unable to connect to VPN

Chris-TalkTalk — Thu, 13 Jan 2022 12:28:55 GMT

Do you know your TalkTalk account number?

Chris

Re: Unable to connect to VPN

Shads — Thu, 13 Jan 2022 12:35:25 GMT

I think I have it, where do you need me to add it?

Re: Unable to connect to VPN

Chris-TalkTalk — Thu, 13 Jan 2022 12:43:49 GMT

Can you just add it to the private notes section of your Community Profile

Thanks

Chris

Re: Unable to connect to VPN

Shads — Thu, 13 Jan 2022 12:45:51 GMT

That's done

Re: Unable to connect to VPN

Chris-TalkTalk — Thu, 13 Jan 2022 13:11:14 GMT

Hi Shads,

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

Chris

Re: Unable to connect to VPN

Shads — Thu, 13 Jan 2022 13:14:22 GMT

Yes please that would be great. Thank you. How long should this take to arrive?

Re: Unable to connect to VPN

Shads — Thu, 13 Jan 2022 13:16:52 GMT

I assume there is no additional cost for this?

Re: Unable to connect to VPN

Chris-TalkTalk — Thu, 13 Jan 2022 13:25:18 GMT

There's no additional cost and the router should arrive within a couple of working days

Chris

Re: Unable to connect to VPN

Chris-TalkTalk — Thu, 13 Jan 2022 13:32:58 GMT

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

Chris

Re: Unable to connect to VPN

Shads — Thu, 13 Jan 2022 13:34:12 GMT

Thank you for your help with this.

Are you able to help with our account login at all please?

Re: Unable to connect to VPN

Chris-TalkTalk — Thu, 13 Jan 2022 13:51:16 GMT

Are you experiencing problems logging on to My Account?

Chris

Re: Unable to connect to VPN

Shads — Thu, 13 Jan 2022 13:55:31 GMT

Yes. When we try to login we add the email address we believe to be connected to the account and as we've forgotten password try using the forgotten password but it says email not recognised but when we try to register it says email address has already been used!