topic VPN connection issue in Broadband

VPN connection issue

Alex7 — Fri, 21 Jan 2022 14:56:05 GMT

I can no longer connect to VPN since Tuesday. I need this to work so please can you help me urgently.

It looks like others are experiencing the same problem since a firmware update was released...

Router version version SG4K100130

Re: VPN connection issue

KeithFrench — Fri, 21 Jan 2022 16:03:33 GMT

It can stop some VPN clients from connecting, but not all. I have asked one of TalkTalk's support to pick your thread up and deal with it for you.

They aim to respond within 48 hours (Monday - Friday), but if more urgent you can always try the Service Centre. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk have responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: VPN connection issue

Chris-TalkTalk — Fri, 21 Jan 2022 16:03:50 GMT

Hi Alex7,

Can you please add your TalkTalk landline telephone number to your community profile and we'll be happy to look into this for you

Chris

Re: VPN connection issue

Alex7 — Sat, 22 Jan 2022 21:36:35 GMT

Hi Chris,

I added my number

Thanks

Re: VPN connection issue

Chris-TalkTalk — Mon, 24 Jan 2022 08:07:46 GMT

Hi Alex7,

I can try an earlier firmware version, do you want to give it try?

Chris

Re: VPN connection issue

Alex7 — Mon, 24 Jan 2022 12:18:59 GMT

Hi Chris,

Yes please, lets try it

Thanks

Re: VPN connection issue

Debbie-TalkTalk — Mon, 24 Jan 2022 12:34:55 GMT

Hi Alex7

I've made a change to the firmware, please let us know how the connection compares.

Thanks

Debbie

Re: VPN connection issue

Alex7 — Mon, 24 Jan 2022 12:46:15 GMT

Hi Debbie,

Version SG4K10002829t fixed the problem. Thank you so much.

Is there any risk of the router being automatically updated with the broken version of firmware again?

Many thanks

Re: VPN connection issue

Debbie-TalkTalk — Mon, 24 Jan 2022 12:50:35 GMT

Hi Alex7

Thanks for your reply.

No the router should stay on this FW version for now (until new FW is available)

Thanks

Debbie