topic Re: Unable to connect to VPN in Broadband

Unable to connect to VPN

ml98lep — Thu, 20 Jan 2022 09:04:40 GMT

I've been unable to connect to my work VPN since yesterday. I spoke to someone on online chat who told me talktalk IT department are working on it. I want to know if there's an update as I urgently need to be able to work and am currently unable to!

Re: Unable to connect to VPN

Debbie-TalkTalk — Thu, 20 Jan 2022 09:09:47 GMT

Hi ml98lep

Please can you update your Community Profile to include your name and TalkTalk landline number, we can then look into this further.

Thanks

Debbie

Re: Unable to connect to VPN

ml98lep — Thu, 20 Jan 2022 10:17:00 GMT

THanks, have done

Re: Unable to connect to VPN

Debbie-TalkTalk — Thu, 20 Jan 2022 10:49:04 GMT

Hi ml98lep

Thank you. I have ordered you a different make and model of router and you should receive this within the next 24-48hrs.

Please let us know how the connection compares with this router.

Thanks

Debbie

Re: Unable to connect to VPN

ml98lep — Thu, 20 Jan 2022 11:12:48 GMT

That reply doesn't really seem as though you've looked into my problem or tried to fix it?!

Re: Unable to connect to VPN

Karl-TalkTalk — Thu, 20 Jan 2022 11:27:02 GMT

There is a known issue with the Sagemcom firmware affecting some types of VPN connection. This is being addressed in a later firmware, but swapping the router for a different model hub does resolve the issue.

Thanks

Karl.

Re: Unable to connect to VPN

ml98lep — Thu, 20 Jan 2022 11:33:11 GMT

I'm afraid that reply means nothing to me - I'm not a technical expert!

Re: Unable to connect to VPN

Karl-TalkTalk — Thu, 20 Jan 2022 11:35:30 GMT

OK, basically the router you have is at fault, so a different one is on the way to you that will fix the issue.

Thanks

Karl.

Re: Unable to connect to VPN

ml98lep — Thu, 20 Jan 2022 11:37:28 GMT

Is there not just a way to update the router or settings? I've already lost a day's work - 2/3 days if I have to wait for a new router! I have deadlines that need to be met.

Re: Unable to connect to VPN

Debbie-TalkTalk — Thu, 20 Jan 2022 12:16:40 GMT

Hi ml98lep

Apologies for this. I can try a change to the firmware, are you ok for me to do this now? This will affect the connection for a short while.

Re: Unable to connect to VPN

ml98lep — Thu, 20 Jan 2022 12:17:49 GMT

YEs! Why was this not s uggested earlier?!

Re: Unable to connect to VPN

Debbie-TalkTalk — Thu, 20 Jan 2022 12:20:00 GMT

This firmware does not resolve the issues with DNS which why the new firmware was rolled out.

I will post back shortly once this has completed.

Re: Unable to connect to VPN

Debbie-TalkTalk — Thu, 20 Jan 2022 12:25:40 GMT

Hi ml98lep

Please can you retest and let us know how you get on?

Re: Unable to connect to VPN

ml98lep — Thu, 20 Jan 2022 12:34:20 GMT

It is now working - FINALLY. Can someone please explain to me why it's taken 8 phone calls from me (yes 8!), a live chat and a message thread here (including me pushing the issue 3 times) for someone to actually get on my router remotely to try and fix the problem! If you can't, then please let me know how to make a formal complaint about the handling of my problem!

Re: Unable to connect to VPN

Debbie-TalkTalk — Thu, 20 Jan 2022 12:41:14 GMT

Hi ml98lep

An issue was identified with the new firmware and a certain VPN client. I have ordered a replacement router to be sent ASAP.

The firmware I have also pushed through resolves the issue with VPN but not the DNS issue that the new FW fixes (this is why I have sent the different router)

Thanks

Re: Unable to connect to VPN

ml98lep — Thu, 20 Jan 2022 12:44:19 GMT

I have no idea what the DNS issue is - I have only been reporting a VPN issue. Your reply doesn't answer my question

Re: Unable to connect to VPN

StephenF — Thu, 20 Jan 2022 14:10:20 GMT

Hey ml98lep,

I'm Stephen the community manager and i can see you're not happy with the service received to date. Firstly let me take this opportunity to apologise many calls/contacts you've had to make before getting to a resolution, clearly this is not the high level of support we aim to deliver. I am however pleased to see that we've been able to find a resolution to the issue via the community in the form of a firmware update which I believe has resolved the issue.

The issues with VPN that some customers have faced is nuanced and until very recently our only workaround has been to replace the router for a different make/model which so far has been known to resolve the issue, sadly it does however take a couple days to arrive which i appreciate isn't ideal.

Manually updating the firmware isn't a full fix as it can cause DNS issues as mentioned by Debbie but also comes with the risk of permanently damaging the router if something goes wrong with that process which would leave you with zero connection. This is why we favour replacing the router as there is no risk to a loss of connection.

I do however understand your frustration and I'll be investigating why it took so many calls and why the agent was unable to help initially as well as feeding back to the agents managers to address any issues in that process. I've also logged your complaint on the system CMP-210407 which i've marked as resolved, now that we've been able to resolve the VPN issue as well as feeding back the poor service received when calling us.

Thanks

Stephen