topic Re: VPN connection stopped working in Broadband

VPN connection stopped working

Julessacha — Thu, 20 Jan 2022 16:32:26 GMT

Hi,

my VPN connection to work has stopped working and I am getting a message “A connection to the remote computer could not be established, so the port used for this connection was closed”. It was working fine until yesterday and hasn’t worked since. I am able to connect using other networks so guess this must be to do with my router. I have had the router a couple of years and all has been fine.

Please can you help as I need to be able to work from home and can’t at present.

Thanks

Julian

Re: VPN connection stopped working

Karl-TalkTalk — Thu, 20 Jan 2022 16:55:11 GMT

Can you please add your home phone number to your 'Community Profile' so I can pick this up for you.

Thanks

Karl.

Re: VPN connection stopped working

Julessacha — Thu, 20 Jan 2022 17:30:19 GMT

Hi Karl,

added number now

thanks

Re: VPN connection stopped working

Skynet_TX — Thu, 20 Jan 2022 19:58:38 GMT

Do you have the Sagemcom Wi-Fi Hub ?

If you browse to http://192.168.1.1/ does the 'version' towards the bottom of the screen say SG4K100130 ?

What VPN software are you using, is it the built in Windows 10/11 VPN ?

If yes to all of the above, you may be suffering from a known issue affecting that new version of firmware for the router.

The TalkTalk staff on this community will be able to help, they will hopefully be able to respond to this post tomorrow.

Re: VPN connection stopped working

Julessacha — Thu, 20 Jan 2022 20:28:57 GMT

Hi Skynet, yes to all of the above. I have spoken to an advisor on live chat and they are sending me a new router. Hopefully that will sort it.

Re: VPN connection stopped working

Skynet_TX — Thu, 20 Jan 2022 21:35:28 GMT

Yep, as long as they send you a router of a different model that should fix it.

Re: VPN connection stopped working

Julessacha — Thu, 20 Jan 2022 22:31:06 GMT

They didn’t ask which router I had. I would hope that they would know not to send another Sagemcom but I guess when an advisor picks this thread up tomorrow they should be able to see which router has been sent?

Re: VPN connection stopped working

Skynet_TX — Thu, 20 Jan 2022 22:55:57 GMT

Even if they did send another Sagemcom, it probably won't have that version of firmware on it, and with any luck the issue with this new version of firmware might be resolved before your new router tried to upgrade to that version again.

Re: VPN connection stopped working

Debbie-TalkTalk — Fri, 21 Jan 2022 07:10:15 GMT

Hi Julessacha

I can see that a router has been ordered but it's not showing yet which make and model it was.

We can try a change to the firmware but this wont have the DNS fixes in, would you like me to try this?

Re: VPN connection stopped working

Julessacha — Fri, 21 Jan 2022 07:34:37 GMT

Hi Debbie, I am not particularly IT literate so I am not what you mean by latest DNS fixes or how you change the firmware. I am not home today so won’t know if any changes will have worked until this evening, but yes you can try if you think it will solve the problem.

Re: VPN connection stopped working

Debbie-TalkTalk — Fri, 21 Jan 2022 07:54:35 GMT

Hi Julessacha

Ok, I've made the change. Please can you retest this evening and let us know how you get on.

Thanks

Debbie

Re: VPN connection stopped working

Julessacha — Fri, 21 Jan 2022 08:29:03 GMT

Thanks Debbie, I will try again later. I presume the router is still being sent as this appears to be the solution in most cases?

Re: VPN connection stopped working

Debbie-TalkTalk — Fri, 21 Jan 2022 08:38:37 GMT

Hi Julessacha

Yes the router is still on its way. Please let me know which make and model of router you receive.

Thanks

Debbie

Re: VPN connection stopped working

Julessacha — Fri, 21 Jan 2022 17:51:50 GMT

Hi Debbie,

the changes that you have made now allow me to connect on the VPN.

I will let you know which router arrives and whether it is worth swapping (my current one does have a dodgy stand so may want to swap anyway)

many thanks

Julian

Re: VPN connection stopped working

Debbie-TalkTalk — Sat, 22 Jan 2022 08:48:18 GMT

Hi Julian

That's great, thanks for letting us know 🙂

Debbie

Re: VPN connection stopped working

Julessacha — Sun, 23 Jan 2022 10:35:30 GMT

Hi Debbie,

the new router arrived and was another Sagemcom. I fired this up but this wouldn’t allow the VPN to connect. I have reconnected my old router as before and this still allows me to connect over the VPN. Whatever you did to the firmware seems to have done the trick for now thanks. However as the new router doesn’t work for the VPN shall I send this back?

Regards

Julian

Re: VPN connection stopped working

Debbie-TalkTalk — Mon, 24 Jan 2022 06:37:19 GMT

Hi Julian

Would you prefer to keep the new router (because of the stand on your old one?) If you could connect the new router then I can make a change to the FW.

Thanks

Debbie

Re: VPN connection stopped working

Julessacha — Mon, 24 Jan 2022 07:53:02 GMT

Hi Debbie,

New router connected ready for you to change the FW.

Thanks

Julian

Re: VPN connection stopped working

Debbie-TalkTalk — Mon, 24 Jan 2022 08:10:00 GMT

Hi Julian

I'm having some issues with the FW and the new router. I think we should send a Huawei hub and a returns bag for the routers you have now. Will this be ok?

Thanks

Debbie

Re: VPN connection stopped working

Julessacha — Mon, 24 Jan 2022 08:12:15 GMT

Hi Debbie,

yes that would be great thanks. The difficulties you are having wouldn’t be because I am connected through the router at the moment?

Thanks

Julian